Returns & Exchanges
We’ve made it as quick and easy as possible to sort out an exchange or return – see the simple steps below for instructions on how to do it. (And remember, we cover the cost of postage for UK returns, so you don’t have to. Just use one of the pre-paid labels that come with your order.)
You can request a full refund, or an exchange for any other item we have in stock (up to the value of your original purchase). On lower value exchanges, we will refund the difference to your credit/debit card. Our Customer Services team will contact you for the additional payment on higher priced items.
How it works
For exchanges or returns you’ll have 14 days from your receipt of the item. Simply follow the steps below to complete your return:
Please complete the Returns Form (you’ll find this on your dispatch note), indicating the reason for the return/exchange and, in the case of the exchange, the product(s) you require as a replacement.
Put all items you want to return in their original packaging, remembering to enclose the completed Returns Form. Secure the parcel well, and then attach one of the peel-off address labels enclosed with your purchase. You can use either the Royal Mail or Collect+ postage labels - simply choose the service that’s most convenient for you.
Remember, if you’re a UK customer, return postage is pre-paid so it won’t cost you a penny. If you live outside the UK, you’ll need to pay for shipping (although we’ll reimburse you in the event of a faulty item).
Please note, however, that we cannot refund the original delivery charge in the case of returns (except in the case of faulty items).
When posting your item(s) back to us by Royal Mail, we recommend you ask for a proof of posting slip, as parcels can get lost in the post and the return will remain your responsibility until we receive it. If returning by Collect+ you will have to take your item to a participating store, where you will be given proof of postage and a tracking number – to find your nearest Collect+ store visit: http://www.collectplus.co.uk/orders/new
All Collect+ orders are covered to the value of £50, but if your purchase exceeds this value, or you are returning by Royal Mail, you may wish to use a signature-required service for extra peace of mind. This is because, unfortunately, we cannot accept responsibility for parcels that do not make it back to us.
If you live outside the UK, when handing the parcel over to your chosen carrier, we advise you to choose a signature-required service and retain the proof of posting slip.
If you’ve requested an exchange, your replacement item(s) will be sent out to you free of charge once we have received your return. Alternatively, refunds will be credited to your credit/debit card no later than 14 working days after we receive your returned items.
If we do not have your required exchange item in stock, we will email you to let you know and credit your credit/debit card with the refund amount.
You have 14 days from receipt to make a return, so don’t leave it too late!
Please return any items to us in their original condition with the original packaging and all product labels still attached. We may not be able to process your exchange or return otherwise.
We promise to give you a full refund if you receive faulty or damaged goods.
Your statutory rights are not affected.
Get in touch
If you have any questions about your order, or are not completely satisfied with your purchase (or even if you just want to tell us how much you like your new shoes!) please call our Customer Service team on 0845 603 7151 (International on +44 (0) 1254 277231) or e-mail us at firstname.lastname@example.org
Our lines are open Monday to Friday between 8am – 8pm GMT (excluding Bank Holidays).