Returns
Returns & Exchanges
We stand behind the craftsmanship of our footwear and care hardware. If sizing is off or you have changed your mind, you can request an instant return or exchange directly through your customer account.
Generous 30-day window covering whole and half-size exchanges across all eligible goods.
100% compliant with UK consumer regulations. We never charge restocking, admin, or handling fees.
Log into your account with your order email to submit and track your return in seconds.
How to Submit a Return
Log In to Your Portal
Navigate to your Customer Account and enter the email address used at checkout. You will receive a secure 6-digit login code (no password required).
Select Order & Reason
Choose the specific order, select the items you wish to return or exchange, and submit your request. Your return is reviewed and authorized promptly.
Package & Post
Download our discounted Royal Mail Tracked return label or use your own preferred tracked postal carrier. Drop off the parcel at any Royal Mail postbox or branch.
Item Condition Guidelines
Care Hardware & Accessories
- Shoe Trees: Must be test-fitted indoors on clean leather without wax or polish residue transfer.
- Replacement Laces: Must remain unlaced and folded in original sleeve packaging with intact aglets.
- Brushes & Sponges: For hygiene reasons, applicators loaded with cream, polish, or cleaning foam cannot be returned.
- Insoles: Must be untrimmed and uncreased. Cut insoles cannot be resold and are non-refundable.
Footwear
- Indoor Carpet Trial Only: Shoes must be tested on clean, carpeted flooring. Soles showing grit, dirt, or vamp flexion creasing cannot be accepted.
- Original Branded Box: The manufacturer shoe box forms part of the product. Do not attach tape or shipping labels directly to the branded box; always use an outer carton.
- Complete Pack-Ins: All original dust bags, spare laces, and tissue inserts must be included.
UK Policy Summary
| Return Type | Resolution | Postage Terms |
|---|---|---|
| Change of Mind / Standard Return | Full refund of the item purchase price to your original payment method within 3–5 working days of inspection. | Use our discounted Royal Mail Tracked label (deducted at direct carrier cost from your refund), or send via your own tracked postal service. |
| Size Exchange | Replacement size dispatched promptly upon receipt and inspection of the original item. | We cover the outbound delivery postage on your replacement exchange order. |
| Faulty or Incorrect Item | Immediate replacement dispatched via Royal Mail Tracked 24, or a 100% full refund including all original postage fees. | 100% free return shipping provided via a prepaid Royal Mail priority label. |
Ready to start a return or exchange?
Access your order history to initiate a return request through our self-service portal.