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Our Returns Policy
In brief, we´re happy to accept most items back which you find unsuitable, for either exchange or refund (please see exceptions below), for whatever reason. Please refer to our website Terms and Conditions for our Returns Policy in full. All we ask is that:
- Please let us know of your need to return your goods within 7 work days from delivery with you, by phone, email or post.
- You return the goods to us in the same perfect unused condition as they were despatched.
- All unwanted goods arrive back to us within 10 work days from delivery.
We do not charge additional postage/delivery for UK exchanges to perfect fit, size or colour (e.g. exchanges of shoes are free of charge where the size or colour hasn´t been suitable for you). Exchanges of EU or International orders require additional postage to cover delivery costs for the replacement goods.
How do you return items?
Easy. Simply tear off the Returns Slip from the letter enclosed with your goods - do make sure to annotate if you need a refund or exchange (and if so, what size/colour/style) and return by post using the address label provided. We recommend using an insured signed-for service (such as Recorded Delivery or Special Delivery) as these will compensate you should your parcel be lost or damaged in transit.
Special notes for International and EU returns:
We´re unable to accept incoming parcels where duty or charges are due, so please ensure that you annotate "Returned Goods" on the outside of your parcel so that the carrier knows not to apply duty/tax or charges upon delivery to us.
For this very reason, and becasue they only apply such charges in retrospect (after delivery), we do not accept parcels from FedEx so please choose an alternative courier to avoid disappointment.
You will receive an email to confirm any refund has been completed and we ask you to allow up to 28 days for this to arrive with you. Although we find most refunds arrive back onto our customers accounts within 10 work days, during very busy times of the year (such as during our popular seasonal Sales, when we often have a higher than usual number of returns which can delay the process), and as bank clearing times also vary, refunds can take the full 28 days to appear on your statement.
If you require an exchange, please expect your replacement goods by post within a week (or sooner if you chose our ´Express´ 48-hour delivery option for the original item).
A paper copy of our Returns Policy is enclosed with every order, for your own records. To read our Returns Policy in full, please refer to our website Terms and Conditions page (you can also find this at the very bottom of any page from our website along with the shopping ).
If you intend to order multiple shoes for comparison: In our expereince, we find most customers are able to find their perfect shoes from an order of only 1 or 2 pairs at most but those who order more pairs usually find choosing even more difficult, so please use us! We´re always delighted to help you whittle down a shortlist of styles or help choose the most appropriate colour or size to prevent unecessary returns for refund or exchange and make the process of finding your perfect party or wedding shoe as easy and enjoyable as possible.
Please note that we reserve the right to refuse any multiple order we feel would lead to unecessary return postage costs to our customers (as returns are at your own cost) and to treat orders of multiple pairs of shoes as individual orders (i.e. to ship them seperately rather than in one single parcel).
Please note that certain items are non-returnable:
For hygeine reasons, we are unable to exchange or refund pierced earrings and certain personal accessories (such as FootPetals or Hollywood Fashion Tape), any item which has been specially ordered-in, made-to-order, customised (this includes dyeing or bleaching) or bespoke items made to your own specifications (if we make an item to your own design).
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