UNITED KINGDOM

DELIVERY

The Shoes Store use Royal Mail™ for all UK deliveries.

• Standard (Delivered within 2 to 4 working days from dispatch)
  (£3.99 on all orders less than £35)

• Express (Delivered within 1-2 working days from dispatch): £5.99

• Special Delivery (Delivered next working day from dispatch - before 1pm): From £10.00

RETURNS

All the normal restrictions apply, for example items purchased on sale cannot be exchanged and all non-returnable items remain non-returnable.

If the original box or bag of a returned item is damaged by the customer, then a 20% restocking fee will be deducted from the refund. Please note, this rule does not apply to the mailing bag and only to the item packaging (example the shoe box or bag). 

You cannot exchange sale items.

RETURNING YOUR ITEM FOR A REFUND?

We do not currently offer free returns for refunds. There are THREE available options to choose from if returning your item, including an Easy Return™ using a prepaid label from Royal Mail:

1. Return using the Post Office™ or any other courier at your own expense. We advise you to use a traceable service with insurance in the event your item is lost in transit before it reaches us. All applicable items will be refunded in full upon return. Please note, shipping charges and any items which have been modified as per your request are strictly non refundable.

If you have purchased a returns label and wish to have your item collected from your address by Royal Mail, please visit this link: https://send.royalmail.com/collect/youritems

You will have to enter the tracking number from your returns label and pay a small fee to Royal Mail to use this service.

Please allow up to 7 working days to receive your refund. In exceptional circumstances, refunds can take slightly longer. We will always endeavour to process your refund as quickly as possible.

RETURNING YOUR ITEM FOR AN EXCHANGE?

If returning your item for an exchange, we will cover the cost of postage via the use of our returns label providing the item is not a sale item.

You may wish to have your item collected from your address by Royal Mail, please visit this link: https://send.royalmail.com/collect/youritems
You will have to enter the tracking number from your returns label and pay a small fee to Royal Mail to use this service.

Please note we do not exchange sale items. You would need to return your sale item for a refund and purchase your new item. 

If you are returning a full priced item for an exchange, kindly take note, we will not be able to exchange for a different item. We can exchange for the same item in a different size/colour providing the alternative choice is exactly the same price and is in stock. 

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EUROPE, USA & REST OF THE WORLD

DELIVERY

The Shoes Store use Royal Mail International as our preferred international courier. 

 For most European destinations, we charge a flat rate delivery cost.

Specific delivery costs can be found upon checkout. 

Royal Mail International Standard Delivery - £9.99
5 - 7 Working Days

Royal Mail International Tracked Delivery - £11.99
3-5 Working Days

 DUTY & TAX

Orders from within the USA are usually free from any additional tax payments up to a maximum of $800 per shipment.

For all other countries, please consult your local customs and excise authority.

Kindly take note, all duty and tax related charges are to be borne by the recipient strictly. If you fail to make payment and your package is consequently held, we reserve the right to instruct for the goods to be returned to us or your package be destroyed. All associated costs will be deducted from the amount refunded to you.

RETURNS

All returns must be made within 30 days from the date of receiving the goods. All items being returned for a refund or an exchange must be unworn and in the original, undamaged packaging.

All items being returned from outside of the United Kingdom must clearly be marked as "returned goods" on your customs paperwork. Failure to do this means your returned package may be subject to tax/duties inbound to the UK. We will not be able to pay this and the result will be that your package will be likely returned to you or destroyed by Customs & Excise.

REFUND & EXCHANGE

We do not offer exchanges on international orders. You would need to return your sale item for a refund and re-purchase your new item. All postage costs to be paid for by the buyer.

GENERAL CLAUSES

SALE ITEMS

If you purchased any item(s) as part of a deal, e.g. 2 for £30 etc and decide to return part of your purchase to us for a refund, we will re-consider your purchase and refund you the amount based on the item(s) you have decided to keep. Alternatively, if you decide to return a multi-buy item for an exchange, we will only permit the item to be exchanged for an item within the same promotional group. For instance, if you are returning one pair of shoes from a 2 for £30 deal you may select another item/size/colour from within our 2 for £30 collection.

Other regular sale items (non-multibuy) may not be returned for an exchange. We will only accept sale items back for a refund. You will need to make a new purchase if you wish to change the size for example.

FAULTY ITEMS

All goods which are suspected as faulty should be reported using our  Every item is checked thoroughly before dispatch. In the rare event an item has been delivered to you with a fault, you must notify us immediately. Please do not continue to wear the item or attempt to repair it as this may invalidate your right to return the product.

Any faults reported within 30 days of you receiving the item can be accepted and returned to ourselves at our own cost. We will then process your preferred resolution, whether that be a refund or exchange, as soon as possible. Faults must be confirmed and accepted by our Customer Service Manager before a refund, replacement, credit or repair can be issued.

NON-REFUNDABLE ITEMS

Footwear which has been personalised is strictly non-refundable. Customers who choose to have "rubber grip soles" or "added heel height" or engraving to items will not qualify for a refund in the event the item is not as expected. We advise you not to personalise items if you are not sure about sizing.

We are also not able to refund "waterproof protection" which is an added service that cannot be re-stocked in the event of a return. With regards to this, the item itself will be refunded but the cost of the "waterproof protection" cannot be refunded.

Socks and underwear are also not available for a refund or exchange due to hygiene purposes. This applies to socks sold individually, as part of a multi-pack or any included in a gift set.

Our Returns Address

The Shoes Store Web Return
UNIT 16N LAURI WALK LIBERTY SHOPPING CENTRE 
ROMFORD, RM1 3RL UK LONDON.