Returns and Exchanges

Returns & Exchanges Policy

We want you to love your new shoes! If they aren’t quite right, we are happy to accept returns and exchanges within 21 days of you receiving your order. To ensure a smooth process, please read our policy and guidelines below.

1. Return Conditions (Please Read Carefully)

To be eligible for a refund or exchange, all items must meet the following strict conditions. We reserve the right to refuse returns that do not meet these criteria:

• Unworn Condition: Shoes must be entirely unworn and only tried on indoors on a clean, carpeted surface. Items showing visible wear, outdoor use, or scuffs will not be accepted.
• Original Packaging: Items must be returned in their original, undamaged shoe box with all tags, tissue paper, and accessories intact.
• Protect the Shoe Box: Please place the original shoe box inside a mailing bag or a separate shipping cardboard box. Do not affix shipping labels, stamps, or packing tape directly to the shoe box itself. If the shoe box is damaged due to improper packaging, we cannot resell the item, and your return will be refused or sent back to you.
• Prior Authorization: You must submit your return request through our portal within the 21-day window before sending any items back to us.

2. UK Returns & Exchanges (Free)

Returns and exchanges for our United Kingdom customers are completely free of charge when processed through our official online portal.

1. Click the link below to visit our returns portal and log your return or exchange request.
2. Once approved, you will receive a prepaid shipping label via email.
3. Pack your items securely (ensuring the shoe box is protected inside an outer bag or box) and drop it off at your nearest designated drop-off location.

Click Here to Visit the Returns Portal

3. International Returns (Outside the UK)

If you are returning an item from outside the United Kingdom, please note that customers are responsible for the return postage costs. Please follow these steps carefully:

1. You must still log your return request through our Returns Portal within 21 days of delivery to notify us of your return.
2. Pack your shoes securely, ensuring the original shoe box is protected by an outer courier bag or cardboard box.
3. Post the package using your preferred tracked courier service to the following address:

⚠️ CRITICAL CUSTOMS NOTE FOR INTERNATIONAL RETURNS: When filling out your courier’s customs declaration form, you MUST clearly mark the package as "RETURNED GOODS". Failure to do this will cause UK customs to charge import duties and fees to us. If we are charged customs fees due to an incorrectly marked form, the exact fee amount will be deducted from your final product refund.

4. Refund Processing

Once your return package arrives at our Norwich shop, our team will inspect the item(s) to ensure they meet our return conditions. Once approved, your refund will be processed back to your original payment method. Please allow up to 10 business days for the funds to appear in your account, though this is often much quicker.

Please note: Original delivery fees are non-refundable; only the cost of the product will be refunded.