We have your back – find all you need to know about returns and refunds, right here.
If you are a UK customer and originally had your order delivered to a UK address, you can return your unwanted item(s) in three simple steps by using the Royal Mail Returns Service.
1. Create your return label using the Royal Mail website
2. Package up your return safely, print and attach the returns label that you created
3. Drop off at your local post office and retain the receipt you are given (for future tracking and proof of sending)
A discounted charge of £2.49 for each returns label used will be deducted from your refund to cover the cost of return shipping. You can use your own carrier to return your item if you wish at your own cost.
REMEMBER: Always obtain a trackable proof of sending when shipping your return, as we are unable to refund items returned to us that are not received. You are responsible for the return until it’s delivered and signed for by our Returns Centre.
ALWAYS include your RETURNS FORM, as we are unable to refund any items that arrive WITHOUT a completed returns form.
>> Arrange Collection by Royal Mail (from 50p)
You don’t have to use this service, you can use your own courier, however it may cost more to return your unwanted items to us. If YOU’RE using your own carrier, return you items to the following address:
INTERNATIONAL RETURNS (NONE UK)
If you are an overseas customer, it is your responsibility to cover the full cost of returning the item to our returns warehouse for refund.
You must ensure your return is marked with the comments ‘return of goods’ and that any relevant customs and declaration forms are fully completed and attached.
Please check with your chosen return courier that any custom entry fee will not be charged for the return of goods, or this will be deducted from any refund processed.
For all orders returned via FED-EX, a £21.00 fee will be deducted from your total refund amount for the ancillary charge issued by the courier. If you wish to avoid this charge, we recommend choosing an alternative courier.
Please ensure you enclose your completed RETURNS FORM (that is on the reverse side of your delivery note) that came inside your shipment (or we won’t know who to refund) and you package your return up securely and use a tracked service as damaged or none received returns cannot be refunded.
Please return your item to us at the following address:
WHAT IS YOUR RETURNS POLICY?
You can return any item for a refund within 28 days of receiving the delivery of your original order.
If you return an item within 28 days, we’ll refund the price you paid for your item – this includes sale priced items, excluding the original delivery charges (as it costs us to get the package to you).
Items returned that are not within the 28 days returns period will not be refunded. If you then want these items returned to you, you will be required to cover the return delivery cost or the item(s) will be disposed of.
All goods will be quality inspected upon receipt to ensure the returned item has not been worn and all packaging and labels are present. If an item is returned to us and it’s been worn or is in an unsellable condition, we reserve the right not to give you a refund (or discretionary RAID gift voucher/store credit). If you then want these items returned to you, will be required to cover the return delivery cost.
The goods are your responsibility until they reach our returns warehouse, so please make sure it’s packed up properly and can’t get damaged on the way. You must retain the tracking details for your return as you are responsible for items lost in transit to our returns centre (and any claims you need to make with the carrier).
All returned items should be sent in their original condition and packaging including tags e.g. shoes should be returned with the original shoe box, shoe bags and packing paper.
Refunds can only be processed back to the payment method originally used for your order.
Returns are normally processed within 10 working days following receipt of the returned item.
Please allow between 1-7 working days for the refund to appear in your account as this can vary between payment providers.
Returns from outside of the United Kingdom should be marked ‘RETURN OF GOODS’ or you may have additional charges deducted from your refund to cover import duty and/or taxes.
HOW MUCH DOES IT COST TO RETURN?
If you are a UK customer, you can use our discounted returns service via the Royal Mail website for just £2.49 per return shipment. The cheapest tracked returns service normally available from the Royal Mail around £5.50 for an average shoe box/size/weight.
You can of course you your own carrier to return your item if you wish, this will be at your own cost.
International customers are required to cover the return cost of any returns.
I HAVE LOST MY RETURNS FORM, WHAT CAN I DO?
If you have lost your dispatch note/returns form you can download a blank copy using the link below.
You will need to ensure that you complete ALL sections of this form, as returns received with blank forms cannot be matched to a customer order, and your refund will not be processed.
If in the unlikely event you have received a faulty product, or your product fails in some way during the 28 days following receipt, you may be entitled to a refund.
It is ESSENTIAL that you complete the returns form correctly and use the most appropriate reason code on your returns form.
Failure to do so may result in delays in processing your refund.
If in the unlikely event you have received an incorrect product, you will need to contact us so that we can correct the issue.
The incorrect item will need to be returned to us and we can arrange a replacement (subject to availability) or a refund in full.
MY ORDER WAS RETURNED TO SENDER?
The carrier was unable to deliver your order. Don’t worry – we’re here to help you out!!
The carrier will normally make a second (or third) attempt to deliver your order before it gets returned back to us. Or it could be delivered to a local depot or drop shop for you to collect, use the carriers website (or mobile app) to manage your delivery (Yodel and Hermes only).
If you have not collected your order, or the final attempt at delivery is unsuccessful, your order will be returned to us.
If you have entered incorrect address details, or it was returned to sender as a result of import charges, these additional costs will be deducted from any refund we provide you with (this could result in the charges being more than any refund due).
Returned orders will be refunded (excluding delivery and returns charges). The return delivery can take between 2-8 weeks (on some occasions), depending upon the original delivery address as carriers collate shipments and return to us in bulk.
HOW LONG WILL MY REFUND TAKE?
We get it, waiting for a refund can be a pain. But please hang in there while we work on it for you. A typical refund can take up to 14 days from receipt of your returned item into our warehouse, followed by 1-7 days for the refund to make its way through the banking system in to your account.
All returns are quality checked – items should be returned in a new and unused condition with labels attached and, wherever possible, sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
If you’ve waited more than 14 days from the day you returned your item and have received no email from us then please get in touch by going to the ‘Contact Us’ tab on this page and provide us with a photo of the tracking receipt you were given.
If your order has been ‘Lost in Transit’ by the carrier, we will refund you within 5 working days following confirmation from the carrier that there has been no physical scans of the shipment for a period of 14 days. This allows the carrier to complete their investigation and make attempts to locate the lost shipment for you.
WHY WAS MY ORDER CANCELLED?
If you’ve placed an order and received a cancellation email from us, we’re sorry about that.
This will usually be because the stock wasn’t in the warehouse or it wasn’t up to our high standards when we came to pick and process your order, so we were unable to ship it to you.
You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.
CAN I CANCEL MY ORDER?
As soon as you place your order, we’re on it – we know you need it fast, as a result, we are unable to cancel an order once placed.
Unfortunately, this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds).
You’ll need to place another order or return any unwanted items.
CAN I EXCHANGE AN ITEM I HAVE ORDERED?
I CANNOT SEE THE REFUND IN MY BANK ACCOUNT?
Refunds can be sneaky little things and can show up in a couple of places:
1. Normally it shows on the day of refund confirmation by us (or up to 7 days after this date depending on your bank’s processing times)
2. If it’s not there, try looking back to the date when you bought the items – some banks or payment providers now highlight the refund credit against the initial debit date (or up to 7 days after this date depending on your bank’s processing time)
DO YOU REFUND DELIVERY CHARGES?
Delivery charges are not refunded, as it costs our business in order to get your order to you. However, if we have shipped you an incorrect item, or an item is found faulty when returned to us, delivery charges will be refunded back to your original payment method.
If you use our discounted Royal Mail Tracked Returns Service (UK Only), to return any unwanted items, a charge of £2.49 will be deducted from any refund (for each label used) to cover the cost of the return. There is no deduction if you use your own carrier to return your unwanted items.
I AM OUTSIDE OF THE RETURNS POLICY, CAN I STILL RETURN AN ITEM?
We move very fast and the turnaround of stock we sell means that we will not be able to resell your goods. So unfortunately we do not accept returns that are over 28 calendar days following receipt of your order.
The 28 day period starts the day you receive your order and ends 28 days later.