Return/Exchange Policy

1. Eligibility for Returns and Exchanges

  • Items must be returned within 14 days from the date of delivery, in compliance with UK Consumer Contracts Regulations.
  • Products must be in their original condition, unused, unworn, and with all tags and packaging intact.
  • Items that are damaged, soiled, or altered in any way may not be eligible for a refund or exchange.
  • Items returned due to size can only be exchanged and they are non-refundable.

2. Non-Returnable Items

  • Gift cards and sale/clearance items are non-refundable unless they are faulty.
  • Customized or personalized shoes are not eligible for returns unless they arrive damaged or defective.

3. Refund Process

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and the amount will be credited to your original payment method within 7–10 working days.
  • Please note, original shipping costs are non-refundable unless the item was faulty or incorrect.

4. Exchanges

  • If you wish to exchange an item for a different size or style, please contact our customer service team within 3-5 days of receiving your order.
  • Exchanges are subject to stock availability. If the requested item is unavailable, we will process a refund instead.

5. Faulty or Incorrect Items

  • If you receive a faulty or incorrect item, please contact us within 3-5 days of delivery.
  • We will provide a full refund or replacement, not including any shipping costs incurred.

6. Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect.
  • We recommend using a trackable shipping service or purchasing shipping insurance to ensure safe delivery of your return.

7. How to Initiate a Return or Exchange

  1. Contact our customer service team at [customersupport@shoeit.co.uk] with your order number and details of your return/exchange request.
  2. We will provide you with instructions on how to return your item.
  3. Pack your items securely and include the original packing slip or proof of purchase.

8. Consumer Rights

This policy complies with UK Consumer Rights Laws, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. Your statutory rights are not affected.

For further assistance, please contact us at [customersupport@shoeit.co.uk]. We’re here to help!