EXCHANGES + RETURNS
Online order - returns
We understand that sometimes things don’t work out, so we want to make shopping online with us as risk-free as possible.
If you receive your order and aren’t 100% satisfied and in love with what you’ve chosen, we will happily offer you a full refund or exchange on your purchase.
To qualify for a refund in full, you will simply need to:
- Return the goods to us within 30 days of the original purchase date
- Ensure items are in the original saleable condition, show no signs of wear and returned in the original packaging. We are unable to accept returns on items that have been damaged after purchase, so we recommend trying your shoes on indoors on a carpeted surface to ensure you’ve chosen the best style and size.
- Packages will have to be wrapped/bagged so the shoe box is not damaged upon return.
Please ensure you complete and enclose our Returns/Exchange Form with the goods being returned to us. This will ensure prompt processing of your refund/exchange.
Return postage costs are to be covered by the customer, but we will not ask you to pay any further shipping costs if you choose to exchange your order for a different size or style.
Returns are to be shipped to:
c/o - D & R Holdings Ltd
Unit 3/218 Willis Street
We recommend that you use a trackable method of postage, as we cannot be held responsible for any items lost in transit.
If we cannot fill your order or provide you with a requested exchange we will issue you with a full refund.
All refunds will be processed via the original method of payment and will be processed by us within 3 business days of receipt of your returned order. Please note that depending on your credit card provider it may take an additional 2-10 days to post to your account. We have no control over banks processing times or policies.
Please note shipping costs will be refunded for items deemed faulty.
Please note, our In-store Exchange + Returns Policies differ to that of our Online Policies.
We take extra special care to check every item before it leaves us. However, if you believe you have received faulty merchandise, please don’t hesitate to contact us on 0800 NEW SHOES or email@example.com within 3 business days of receiving the item.
We will happily repair or replace any item deemed faulty after assessment. If we cannot repair or replace the item, we will provide a full refund (inclusive of any shipping costs).
If a fault develops after being worn, please contact us and one of our Customer Service team members will be happy to help you.