Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To return any items, please log in to your account and request a return through our self-service returns portal. Once your return request is approved, you will receive an email with the return instructions and the return address. Please follow those instructions carefully and send the item back via a tracked postal service. Return postage is at your own cost and risk. Unless the items are faulty, all items must be returned in a resellable condition with tags and packaging as they were sent to you. If you are returning trainers, boots, or anything with a box, this box must be returned to us in its original condition — do not attach or stick any labels directly to these boxes, or you risk not receiving a full refund.

You can always contact us for any return question at website@shoesupplier.co.uk. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

If a full refund (not including the original delivery costs) is required, you must contact us and return the goods to us within thirty (30) days of receipt of the goods. You are responsible for the cost of returning the goods to us. If a return is payable to you, we will process the refund as soon as possible and, in any case, within fourteen (14) days of receiving the returned items.

You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned. Some goods are non-returnable for hygiene reasons; this includes, but is not limited to, food items and underwear.

Unfortunately, we cannot accept returns on gift cards.

If you have used a buy now pay later service, you will be refunded to your card and/or account within the above-mentioned time frame; there are no additional steps required.

If you have paid for your purchase using a gift voucher or credit note, we can only refund your purchase on the same gift voucher or credit note. We cannot refund this to any other payment method. It is your responsibility to keep a record of this payment choice as if you are unable to locate it post-refund we may not be able to help you with this.

Our returns policy does not affect your statutory rights.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.