Refunds and Returns
Whoops! Sometimes things don't always happen according to plan and so we want to do whatever we can to make you, our customers, happy. Here our youngest daughter decided to photobomb our catalogue shoot, her timing was so perfect that the shot was taken before we saw her....so we have made our refunds and returns policy as flexible, easy and clear as we can to help you.
- We accept returns and exchanges on all items, except sale items, provided that they are returned within 21 days of delivery.
- To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- To complete your return, we require a receipt or proof of purchase. Don't worry we keep a record of all of our online sales so we just need to match it to your order number and name.
- If you have purchased an item from a shop or another online retailer please contact them first.
- For hygiene reasons we do not accept returns of underwear.
- Please be very careful when trying on shoes, use socks and do so on a soft furnishing such as a rug or carpet so as not to damage the sole or any part of the shoe. We cannot accept returns of any shoes which are scuffed or scratched. All of our shoes are leather and are hand made and you may see slight variations which is absolutely normal.
- Please contact our customer service team immediately at email@example.com and we can start to arrange your refund or exchange.
- We will let you know where to return any item and this will depend on which country that you live in.
- At the moment you will need to pay the shipping costs of returning any item to us.
- We are happy to exchange any item, subject to the same terms above, except for sales items.
- Please be aware that unless an item is defective we are unable to refund shipping costs for returns and exchanges.
- You will have to pay the shipping costs of returning it to us and the exchanged item being sent out again.
- If the item is of a greater value then we will charge you for that and if it is a lesser amount then of course you will receive a refund.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
- We will also notify you of the approval of your refund. Please make sue that if you are returning an item or exchanging it that it is in perfect condition.
- Once your refund is approved, then your payment will be processed, and a credit will automatically be applied to your credit card or original method of payment, usually within three business days.
Imperfect or defective goods policy - oh dear!
- In the unfortunate event that you are not satisfied with the quality of your purchase please contact our customer service team, firstname.lastname@example.org, immediately and within 21 days of delivery, quoting your item and order number, so that we can identify your order.
- Your customer service representative will explain the process of returning the items.
- Once we have received them and we have accepted that the item is faulty we will process your refund, which will include the refund of all standard shipping costs.
- Please note that usual wear and tear is not an acceptable reason for a return and we will unfortunately not offer a refund.
- If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift voucher will be mailed to you.
- Alternatively if you would to exchange the gift voucher immediately for another item, please let your customer service representative know so that we can process your order without delay.
- If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we can only refund the person who originally paid. Please notify them or ask your customer service representative about an exchange which we would be happy to arrange for you.
Returns address and shipping
- To return your product, please contact our customer service team on email@example.com and they will advise you of the process and provide you with the shipping address for your country.
- You will be responsible for paying for your own shipping costs for returning your item except where the item is subject to our defective items policy above where we will meet the cost of shipping back to you and /or refund your original standard shipping costs.
- If you receive a refund for a non defective item the cost of return shipping will be deducted from your refund.
- Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
- If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.