New Returns Policy

New Returns Policy (as of 16-09-2024)

If you've changed your mind about keeping items from your order, you are welcome to return it within 45 days in its original condition and packaging. 

Access Our Returns Portal

We'll accept a returned item, as long as it meets our terms and conditions (linked below). 

By original condition we mean:

  • you’ve kept all original packaging and labels in good condition and the product can be resold at full price.
  • you haven’t used or worn the product. Shoes are completely unworn, uppers are not creased, soles are not scratched and polish has not been opened or tested.
How much does a return cost?

 

You are welcome to arrange your own courier rather than buying labels from us but you may find that our specially negotiated rates offer better value.

UK prepaid return labels are subject to a fixed charge of £3.99. This will either be charged at the time of requesting your return, or if applicable, it will be deducted from your refund.

International DHL return labels can be purchased from £35. This will either be charged at the time of requesting your return, or if applicable, it will be deducted from your refund.

Customers sending orders back for return will not be reimbursed for any outward shipping charges from their original orders.

Customers are responsible for the cost of the return unless the item is approved as faulty.

What can't be returned?
  • Purchases received over 45 days ago
  • Items you’ve used, opened or unsealed, other than where necessary to inspect
  • Items without the original packaging or labels
  • Aerosols (due to courier health & safety rulings)
  • Polish (creams & liquids) are non returnable for any order shipped outside the UK mainland. 
  • Items or packaging in poor condition
  • Items showing signs of wear such as scratched soles, creased uppers, marks inside the shoes from perspiration.
If you return products which are outside our returns policy, we’re unable to process a refund and the item will be returned to you at your cost or disposed of.
Do you do exchanges?

 

We now offer exchanges for UK orders only. 

Exchanges are not available for our international customers. If you placed an order from outside the UK, you will need to request a refund and then purchase a new order.
UK exchanges are now easy to facilitate on our new returns portal. Just choose if you'd like a different variant of the same product (different size etc) or choose exchange for something else and you'll be given the choice of any in stock item from our website. If there is more to pay, you'll be taken to a payment screen to make the payment, if a refund is due this will be refunded when the return is received. Your exchange items will then be reserved for one week and the new order will automatically be shipped once the return is received and processed. 
How and when will I be refunded?

 

You’ll receive a refund within 5 days of us receiving the item in our warehouse, to the same payment method you used. If you have made a return with one of our prepaid return labels you will be notified of the receipt of the return when we receive it. For items bought with gift cards, we’ll send an e-gift card to the email address that was used to make the purchase.

What if my item is faulty?

If your product has or develops a manufacturing fault within 45 days of purchase, please create a return, wait for approval and we will exchange or refund it.

After 45 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015. For this you'll need to email us for support.

Get in touch if your item is faulty.

None of the above exclusions affect your statutory rights, in particular your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

What condition should my return be in?

 

  • All items must be returned in the same saleable condition as you received them.
  • Footwear will not be accepted where there are signs of wear inside the shoes, on the uppers or on the sole. Shoes returned with sweat marks on the insole, severely scratched soles or creased or scratched uppers will be refused for exchange or refund and offered for return to the customer subject to shipping fees being paid. For these reasons, we suggest trying shoes on carpet only. 
  • Original packaging must be used to return the goods, or a suitable alternative. Valet boxes must be returned in their own box, inside a large box protecting all corners for transit since they are susceptible to damage.
  • We do not accept any returns or offer refunds on Made to Order or Special Order Footwear unless by prior arrangement.
  • If you are returning items which you have purchased during a promotion with a free gift you must return the entire order including the free gift to qualify for a full refund.
  • Seconds and samples are described as well as we can, as many key faults are shown in pictures as possible. We use the factory reasons for making the shoes seconds in our descriptions. Because of this, additional faults found by customers on these heavily discounted products will not be considered reason to reimburse further amounts.
  • Please enclose your details & the Order Number which is to be found on your confirmation email or online order history in your account. 
  • If returning from OUTSIDE the UK, please write "RETURNING GOODS TO SENDER" on the customs form and parcel itself as this will stop the parcel being subject to customs charges. If we are charged clearance fees to receive your return, we may either refuse delivery or charge the fees back to you.
  • When using your own choice of shipment method, we recommend that you obtain proof of delivery for your return as we are not liable for goods lost in transit.
Whats the return address?

If returning from OUTSIDE the UK, please write "RETURNING GOODS TO SENDER" on the customs form and parcel itself.

RETURNS, 

A Fine Pair of Shoes, 
12 T1300, 
Plato Close
Tachbrook Park
Warwick, 
CV34 6YB
UNITED KINGDOM