Returns / Exchanges

We understand that it's not always easy to find the right size and fitting when shopping online, that’s why we offer a FREE 30 day return service on all unworn items, for customers within the UK.


Unworn Returns

We give you 30 days to return an item:
  1. Circle the item(s) you are returning on your packing note
  2. Enclose the packing note with your returned goods
  3. Pack the item(s) in the original packaging (or your own)
  4. Attach the pre-paid returns address label (enclosed) to the front of the package
  5. Drop-off at any Post Office, ensuring you receive a Proof of Postage receipt for your records
All we ask is that the product is unworn, has only been tried on, on carpeted surfaces and is in resalable condition.


Exchanging Items

To ensure you receive items in a timely manner, we recommend that you follow the returns process for the unwanted item(s) and re-order your new item(s) through the website as normal.


Faulty Items

We check the quality of all orders before we dispatch, but we do understand that occasionally an order may slip through our stringent checks. If you receive a faulty product, you should return the item to us using the returns process above; making sure to note that the product is faulty on the packing note. If you’ve no longer got your free returns label and/or packing note, please contact us and we’ll send you out a copy.


Wrong Item Sent

If your order contains wrong item(s), please contact us and we’ll arrange for the correct item to be sent out straight away.


Refunds

We aim to process returns within 1 working day of receipt. However, refunds may take up to 5 working days to show on your account.


Worn Returns

Unfortunately we are unable to offer refunds or exchanges on non-faulty products that have been worn or used. Before wearing your shoes outside please ensure they fit properly.


Returns Using 'Other Carriers'

Please note: we are unable to refund carriage costs on items not returned using our free returns label.


Contact Us

Any questions? Need help? You can reach us at: hello@ShoesBySuave.co.uk