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Returns Policy

Returns Process

To make the returns process as easy as possible, we provide a pre-paid Royal Mail returns label and reusable packaging for you to use.

[Please note we amended our Returns Policy on 27th June 2018.  All purchases prior to this date adhere to our previous returns policy which can be viewed here].

Returning Your Goods

Goods must be returned within 28 days of the order being placed.  Please complete the returns form included within your order outlining whether you would like a refund or an exchange (if you do not complete the returns form we will assume you require a refund).  We aim to action all returns within five days of receipt, although it is often quicker than this. 

Free Returns on Full Price Items

We offer free returns on full price items.  If any of the items you return are in the sale or have an offer applied to them (i.e. discount code), there will be a £2.95 charge if you choose to use our pre-paid label.  You can of course use you own method of postage.  We always advise to get proof of postage, whatever method of postage you use.

If you require more than one returns label to returns your goods, you will be charged £2.95 for each label that you use.  You will be notified by email as soon as we apply a refund to your account.

Requesting an Exchange

If you require an exchange and the item you are returning is full price, the return is free.  If any of the items you are returning are in the sale, or have an offer applied to them, there will be a charge of £2.95 to use our returns label.  We will send your exchange on a free delivery service back to you.

Please specify on the returns form what item you would like to exchange for.  If we don't have that item in stock, we will contact you and offer an alternative if we have one.  You will be notified by email when the exchange is dispatched.  Please note there is only one exchange allowed per order.

Refund of Delivery Charge

If you are returning your whole order, we will refund at least the standard cost of delivery to you.  For example, if you paid £3.50 for standard delivery, this will be refunded to you.  If you paid £4.95 for next day delivery, you will only be refunded the standard cost of delivery i.e. £3.50.  If only part of your order is returned, any delivery charge you paid will not be refunded.

Faulty Products

We are confident that you will be happy with your purchase, however if you experience a problem with your order please contact us.  You will be asked to provide a photograph of the fault so that the defect can be assessed. Unfortunately, our returns policy does not cover wear and tear, or other damage that is not a manufacturing defect. 

We will accept the return of a faulty item if the product is reported within 14 days of your order.

For manufacturing defects reported between 14 days and 3 months after purchase, we will in the first instance offer a like-for-like replacement if available.  We do reserve the right to request a second opinion from the supplier or manufacturer.  Our Returns Policy does not cover goods beyond 3 months after purchase.  

Right to Cancel

The right to cancel can only be exercised in writing either via email or letter. 

What if I have entered an incorrect address in my order?

Shoetique accept no responsibility for lost parcels where an incorrect address has been instructed.

Important Information

All returns must be received within 28 days of the order being placed.  We do not accept returns after 28 days and your goods may be returned to you.

Always make sure you get proof of postage as we cannot accept responsibility for parcels lost in transit with proof of postage.

All items returned must be unworn and in perfect condition and returned to us in the original shoe box.  Please do not stick the returns label to the shoe box as it damages the original packaging and we will be unable to resell the item at full price. In the event of this happening we will deduct 25% from your refund.

International Returns / Using your own Method of Postage

The Returns Policy does not apply to International Orders. Please click here to view our International Delivery and Returns Policy

If you are using your own method of returns postage send the parcel to: -

Shoetique
Unit 4, Atlantic Business Centre
Atlantic Street
Altrincham
Cheshire 
WA14 5NQ

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