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Frequently Asked Questions

How do I return an item for an exchange or refund?

Do I have to pay to return an item?

I have been sent an incorrect/damaged item, what should I do?

I have received only part of my order, what do I do?

I have returned an item for refund. Have you received it?

I have returned an item for an exchange. When will I receive the replacement?

I have not received my order, should I wait a few more days?

    How do I return an item for an exchange or refund?

    Please return the item with your returns form, in perfect condition within 14 days and we will refund or replace the goods. We cannot accept used or incorrectly packed items. You are responsible for any returned goods until they reach us. We strongly advise that a proof of postage receipt is obtained when returning any part of your order. 

    If the item you receive is a gift and unsuitable please return within 14 days so that we can exchange it for you. This can be done by post or visiting our store. Unfortunately, we are unable to issue refunds for gifts, but can offer an exchange. 

    Do I have to pay to return an item?

    We offer a free UK returns service for all shoe orders. For all other items, the cost of returning the parcel is your responsibility.

    I have been sent an incorrect/damaged item, what should I do?

    If you have been sent an incorrect item, or if anything in your order has been damaged, please call us on 0207 483 2332 and our team will assist you. We will refund your postage when the exchange or refund has been made and send you the correct or undamaged item.

    I have only received part of my order, what should I do? 

    If this happens, our web team will communicate this to you using your contact details within your account. Occasionally, some items might be out of stock, and therefore we are unable to send them. Again, our web team will let you know before sending your package. If something is missing and you haven't been made aware, please ring our web team on 0207 483 2332.

    I have returned an item for refund. Have you received it?

    Please allow 2 weeks for your refund to be processed. We open the returns from Monday - Friday, but it can take several days before they are fully processed. 

    I have returned an item for an exchange. When will I receive the replacement?

    Exchanges generally take about a week to turn around. If the replacement item is temporarily out of stock, our web team will let you know and either refund you for the item, or let you know when it will be available. 

    I have not received my order, should I wait a few more days?

    Although we endeavour to deliver your parcel within 3-5 working days (with the exception of same day deliveries) parcels will on occasion not arrive as expected. Please be aware that before we can deem any parcel as missing, 10 working days must have passed from the date of despatch.

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