Returns
- Can I return unwanted items?
Yes, if you no longer require your goods, or you have ordered an incorrect item by mistake, we will offer a full refund minus shipping within 30 days of purchase if the item is returned to us unused, with no wear and tear and in its original packaging. Please note we can provide a Prepaid Label (UK Mainland only) for £9.00, but this fee will be deducted from the refund total.
- Can I make an exchange?
Unfortunately, we cannot accept exchanges for unwanted or wrongly ordered items. However, you can return them for a full refund and reorder if you wish.
- I have been delivered an incorrect item, what do I do?
We have strict control and checking procedures operating in our warehouse so it is extremely unlikely that an error will occur, however, unfortunately sometimes mistakes can still be made. If this happens, please inform us within 48 hours and we will arrange the return and redeliver your correct item/s as quickly as possible.
- My goods have been delivered and are damaged, what do I do?
Every package we send to you needs to be received in person. If the package looks damaged in any way you can refuse the delivery or sign for it unexamined. You must inform us immediately by live chat, email or phone of any damaged goods.
- Do I need to return my free gift with my order?
Yes. Whenever you need to return an order, it is expected that any free gifts you redeemed through the order will also be returned. This is to protect us from exploitation. Please also note that the free gift item needs to be in brand-new condition with its original packaging along with your returned item.
- What is the process for receiving a refund?
Before returning your items, you must ensure you have raised a Return Request via our website or Customer Service Team for a Returns Code. Once delivered back to us, a refund will be processed to your original payment method.
Please note that returning your order without this code may result in your refund being delayed.
Footwear Returns
- Can I return footwear?
You can return footwear or sealed socks and insoles for a full refund minus shipping providing it is in an unused and sellable condition and in its original packaging. There must be no signs of wear and tear unless the defect is the fault of the manufacturer. Returns must be processed within 30 days of purchase.
- Can I make an exchange?
Unfortunately, we cannot accept exchanges for unwanted or wrongly ordered items. However, you can return them for a full refund and reorder if you wish.
- Do I have to pay for returns?
If you have ordered an incorrect item (e.g. wrong size or colour) or wish to return your purchase despite there being no defects with the product, you will need to pay a return fee. We can provide a Prepaid Label (UK mainland only) for £9.00, deducted from the refund total. We will only pay for returns or exchanges of footwear if the fault is ours or the manufacturer’s.
- My footwear order didn’t arrive or I received the wrong item. What should I do?
Always contact us promptly in the event that your order hasn’t arrived or is missing from your delivery. Shortage claims must be processed within 48 hours. Should we be unable to rectify the issue, you will be sent a replacement or offered a full refund.
- What is the process for receiving a refund?
Before returning your items, you must ensure you have raised a Return Request via our website or Customer Service Team for a Returns Code. Once delivered back to us, a refund will be processed to your original payment method.
Please note that returning your order without this code may result in your refund being delayed.