US & CANADA RETURNS
EASY US & CANADA RETURNS
Return your unworn shoes within 28 days of receipt (14 days for sale items).
1. COMPLETE YOUR RETURNS FORM & PUT IN THE SHOEBOX
EXCHANGE Don’t fit? No problem! Simply write your requested size on your Returns Form and we will send out your exchanged pair once we receive your return. Easy!
STORE CREDIT We will email you a discount code for the amount off your next order once we receive your return.
REFUND Your refund will be processed within 14 days of receipt via your original payment method.
2. POST IT BACK TO US
Return your shoes from the US & Canada on a tracked service for FREE if you want an exchange or store credit, or for just $25-$35 (weight dependant) deducted from your refund.
1. Wrap the shoebox in the bag they came in or in another outer packaging to protect the shoebox.
2. Email us at [email protected] with the subject line Return Request & Order Number & we'll reply with a UPS label to print.
3. Drop it off at your nearest UPS Drop Off location (to search locations, click here)
We will email you to confirm receipt of your return. Easy!
Need help with your return? Contact us quoting your order number:
EMAIL [email protected]
CALL +44(0)1273 778837
Your happiness is very important to us!
RETURNS TERMS & CONDITIONS
RETURNING YOUR SHOES Due to the delicate nature of our soles, we ask that the shoes be tried on either carpet or a towel, as otherwise they may not be suitable for return. We cannot accept any returns that have been worn, marked or damaged. If the shoebox has postage stickers, sellotape or writing on the box, or if the tissue paper or shoe stuffing is missing, please be aware we will have to deduct $10 from the refund or store credit (don’t worry if the shoebox was damaged in the post).
EASY US & CANADA RETURNS A returns shipping label will be provided for the fee of $25 for up to 2kgs, or $35 for 2-5kgs (one pair of shoes is 1kg & one pair of boots is 2kgs) which will be deducted from your refund. You will need a printer to use this service. Please note, you are still free to use your own courier if you wish, but we will be unable to offer free returns postage for exchanges and store credit requests.
EXCHANGES If the requested pair is not in stock, we will then offer you store credit or a refund in line with your preference as stated on the Returns Form. We will cover the cost of the returns postage for up to one exchange.
STORE CREDIT We will email you with a unique discount code for you to use at the check-out for your next order. You can use this code to purchase an exchanged pair of your choice. If your next order total is less than the amount of the code, you will receive a new code for the remaining value after your order. Store credit codes will be valid for one year after the date you receive it. Please note once you have accepted store credit, you will no longer be eligible for a refund.
REFUND Please return the shoes within 28 days of the date they were delivered in order to be eligible for an exchange, refund or store credit. If we receive your shoes later than 28 days your shoes will be returned to you. As long as the goods are not worn, marked or damaged and the packaging is original and complete, we aim to refund our customers within 14 days of receipt of your goods. Please be aware the amount may take up to 5 working days to appear in your account depending on your bank’s processing time. All refunds will be credited to the original customer's payment method (credit card or PayPal account), excluding shipping charges. Gift vouchers are non-refundable so if you are returning items bought with a gift voucher, your refund will be issued in gift vouchers. Refunds of international customs duties and sales taxes (if applicable) are excluded on shipments outside the EU. If we find that the product has not been returned to us in as-new condition, we reserve the right to refuse a refund on the item and the shoes will be returned to you. Please note that if taxes and duties have not been paid then your return may be refused or the fee will be deducted from your refund.
SALE ITEMS Please return sale items within 14 days of receipt in order to be eligible for an exchange, refund or store credit. If we receive your sale shoes later than 14 days your shoes will be returned to you.
PROMOTION RETURNS If you are returning an item from an order on which you used our Spend or Buy X, Receive Y OFF promotion and you request a refund that brings the total of your remaining order below X, you will no longer qualify for the promotion. Therefore you will have to pay the full price for the remaining items you keep. This excess will be deducted from your refund of the item you returned.