Refund policy
Returns & Refunds
We aim to keep our returns process clear and straightforward. Please review the guidelines below based on the type of item purchased.
New Items – Returns
We accept returns on new items within 14 days of delivery.
To be eligible for a return:
- The item must be unused and in original condition
- Tags must still be attached
- Items should be returned in original packaging (where possible)
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method within a few working days.
Please note:
- Return postage costs are the responsibility of the customer
- Original delivery charges are non-refundable
- We do not accept returns on items that have been worn, washed, or damaged after delivery
Preloved Items – Returns
Due to the nature of preloved items, all sales are final.
Each item is carefully checked before dispatch to ensure quality and accuracy.
Exceptions (if applicable):
We only accept returns or offer resolutions if the item is:
- Faulty
- Damaged
- Significantly not as described
Reporting an issue
If you receive a faulty or incorrect item, please contact us within 48 hours of delivery with:
- Clear photos of the item
- A brief description of the issue
We will review your case and resolve it as quickly as possible.
Need assistance?
For any questions regarding returns or refunds, please contact us on:
WhatsApp: +44 7419941660
Email: support@shoerack.co
