Return & Refund Policy

Refunds & Returns

We offer FREE exchanges

To start and process a return or an exchange, PLEASE CLICK HERE

We have a 28-day return policy, which means you can request a return label within 28 days of receiving your item.

The item(s) have to be first scanned into the return couriers system 28 days from the date of your order.

To qualify for a return, the item must be unworn, unused, with tags attached, in its original packaging, and in the same condition as when received.

We will notify you once we have received and inspected your return and will let you know whether or not the refund was approved. If you are approved, your original payment method will be automatically refunded.

The shoe box cannot be used for shipping.

The shoe box should be repackaged in an outer mailing packaging to protect the shoe box and items from damage during shipping.

Should the shoebox be used for shipping and be damaged or sealed with any form of tape - there will be a replenish and new box fee of £4.99.

Please keep your proof of postage in case there is a discrepancy, or we do not receive the returned item for some reason(s). You will also require a receipt or proof of purchase.

There is a mandatory £2.99 restocking and return charge on all returned orders.

Please allow 2 business days for processing your return once delivered at our warehouse.

Please keep in mind that it may take some time for your bank or credit card company to process and post your refund.

International Returns & Refunds Policy

We happily accept returns on international orders within 28 days of delivery, provided items are unworn, unwashed, and in original packaging with tags attached.

Please note: for international returns, the customer is responsible for covering the return shipping label cost, this will be a discounted rate label produced by a third party shipping partner which will be deducted from your refund. The remaining balance will be refunded to your original payment method within 5–10 business days of us receiving and inspecting the returned item(s).

If the item is faulty or incorrect, no shipping deduction applies and we'll cover the full return cost.

We are currently unable to deliver to a number of international destinations. At this time, Prenta does not ship to the following countries and territories:

Afghanistan, Albania, Algeria, American Samoa, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Azerbaijan, Bahamas, Bangladesh, Barbados, Belarus, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Sint Eustatius and Saba, Bosnia and Herzegovina, Botswana, Brazil, Brunei Darussalam, Burkina Faso, Burundi, Cabo Verde, Cambodia, Cameroon, Cayman Islands, Central African Republic, Chad, Chile, Colombia, Comoros, Congo (Democratic Republic of the), Congo (Republic of the), Cook Islands, Costa Rica, Côte d'Ivoire, Cuba, Curaçao, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Faroe Islands, Fiji, French Guiana, French Polynesia, Gabon, Gambia, Georgia, Ghana, Gibraltar, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Iran, Iraq, Jamaica, Jersey, Kazakhstan, Kenya, Kiribati, Korea (Democratic People's Republic of), Kosovo, Kyrgyzstan, Laos, Lesotho, Liberia, Libya, Liechtenstein, Madagascar, Malawi, Maldives, Mali, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Moldova, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, New Caledonia, Nicaragua, Niger, Nigeria, North Macedonia, Northern Mariana Islands, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Puerto Rico, Réunion, Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Samoa, São Tomé and Príncipe, Senegal, Serbia, Seychelles, Sierra Leone, Sint Maarten, Solomon Islands, Somalia, Sri Lanka, Sudan, Suriname, Syrian Arab Republic, Tanzania, Timor-Leste, Togo, Tonga, Trinidad and Tobago, Tunisia, Turks and Caicos Islands, Tuvalu, Uganda, Uruguay, Uzbekistan, Vanuatu, Venezuela, Virgin Islands (British), Virgin Islands (U.S.), Yemen, Zambia and Zimbabwe. If your delivery address is in one of these locations, you will be unable to complete checkout, and any order placed to a restricted destination will be cancelled and refunded in full. We review our delivery network regularly, so please do check back — and if you would like to be notified when we begin shipping to your country, contact us at support@prentashoes.com .

Problems and damages

Please inspect your order upon receipt and notify us immediately if the item is defective, damaged, or if you received the incorrect item so that we can investigate and resolve the issue.

For hygiene and safety reasons. Shoe care products cannot be returned due to the risk of contamination or misuse. Similarly, removing the hygiene seal on any product indicates that they've been opened and possibly used, making them ineligible for returns in all cases. This policy is designed to protect both customers and the integrity of the products.

Items that are not returnable

Certain items, such as sale items and personalised items, cannot be returned. We are unable to accept returns on sale items or gift cards.

Exchanges

To place an exchange please PLEASE CLICK HERE

Promotion-Specific Terms:

For purchases made under the "Buy 2 Pairs, Get 3rd Pair Half Price" promotion, standard return policy applies including the following:

    • If you return one or more pairs from the qualifying purchase (i.e., the two full-priced pairs or the half-priced pair), the promotion will no longer apply.

    • If you return one of the full-priced pairs, you will be refunded the full price paid for that pair. However, as the purchase no longer qualifies for the promotion (requiring two full-priced pairs), the half-priced pair will be reassessed at its full retail price. The difference between the half price and full price of the third pair will be deducted from your refund.

    • If you return the half-priced pair, you will be refunded the discounted amount paid for that pair (50% of its retail price).

    • If all three pairs are returned, you will receive a full refund for the amounts paid, subject to the items meeting our return conditions.

For purchases made under the "Buy 2 Pairs, Get a Free Shoe Care Product" promotion, the following applies:

    • To qualify for the free shoe care product, you must purchase two pairs of shoes in a single transaction.

    • Under our Health and Safety policy and procedures, shoe care products are not eligible to be returned.

    • If you return one or both pairs of shoes, the purchase no longer qualifies for the promotion (requiring two pairs of shoes to receive a free shoe care product). In this case:

      • Due to Health and Safety policy shoe care products are not eligible to be returned meaning its full retail price will be deducted from your refund.

    • If both pairs of shoes are returned, you will receive a full refund for the amounts paid minus the shoe care product RRP, subject to the items meeting our return conditions.