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Return
& Exchange
Buying footwear online should feel straightforward. If the pair you’ve received is not the right choice for you, we’ve set out the return and exchange process clearly below, including the time limits, item conditions and refund timing.
The Basics
We understand that buying boots online is slightly different from trying them on in a shop. Sometimes the size is not quite right, sometimes the style simply isn’t what you expected, or you may change your mind after the order arrives.
For eligible online consumer purchases, you can normally tell us that you want to cancel within 14 calendar days after receiving the goods. You then normally have a further 14 calendar days to send the goods back.
You do not need to give a reason when using the applicable online cancellation right. This policy also covers our own first-return and first-exchange arrangement, which is described in more detail below.
If the boots arrive and you decide they are not for you, contact us within the applicable 14-day period. We will explain the next step and arrange the return process. We ask that you keep the boots in their original condition while deciding whether to keep them.
What Can Be Refunded?
We can normally accept a return and arrange a refund where the following conditions are met. These conditions are intended to keep the process fair and easy to understand.
Unwanted or Changed Mind
An eligible online purchase can normally be returned when you simply decide that you no longer want the item, provided the applicable cancellation period has been followed.
Wrong Size
If the size selected does not work for you, the item can normally be returned under the applicable return arrangements. An exchange for another available size can also be requested.
Wrong Colour or Style
If you decide that another colour or style would suit you better, you can request a return and, where available, an exchange.
Item Not As Described
If the item received does not match the product description or the order placed, contact us and we will review the order and arrange the appropriate solution.
Manufacturing Issue
If the item has a manufacturing issue that was present when supplied, contact us with the order information so we can review the item and arrange the appropriate remedy.
Incorrect Item Sent
If the item received is different from the item ordered, contact us before sending anything back. We will confirm the return arrangement and the next step.
- The product should be returned with its original packaging where reasonably available.
- Boots should only have been handled to the extent reasonably necessary to inspect the size, appearance and general fit.
- The soles should remain clean and free from outdoor wear.
- Original labels, tags and included packaging should be kept where reasonably possible.
- Any included accessories, inserts or additional product components should be returned with the item.
- Please include the order information so we can match the returned item to the original purchase.
What Cannot Be Refunded?
We cannot normally accept a change-of-mind return where the item has been used beyond what is reasonably needed to inspect it, or where its condition has changed substantially after delivery.
Outdoor Wear
Items that have been worn outdoors and show clear signs of walking, weather exposure, dirt or marks are not normally eligible for a change-of-mind refund.
Customer-Caused Damage
Damage caused after delivery through improper handling, alterations, repairs or use outside normal footwear use is not normally covered by a change-of-mind return.
Missing Components
Where packaging, included accessories or other supplied components are missing, we may need to review the condition before confirming the refund amount.
Altered Items
Items that have been modified, repaired, personalised or otherwise changed after delivery are not normally eligible for a change-of-mind refund.
Heavily Marked Items
Items with substantial marks, stains, strong odours or other changes caused after delivery are not normally eligible for a change-of-mind refund.
Late Change-of-Mind Requests
A change-of-mind request made outside the applicable statutory period or any additional return period offered by us may not qualify for a refund.
The points above relate mainly to change-of-mind returns. They do not remove any legal rights that may apply where an item is not as described, does not meet the required standard, or has a manufacturing issue.
Exchanges
If you like the boots but need a different size or would prefer another available colour, an exchange can be requested.
Same Product
Exchanges are normally arranged for another available size or colour of the same product.
Available Stock
The requested replacement depends on the selected option being available when the exchange is processed.
Later Requests
A second or later exchange from the same order may be reviewed separately and the delivery arrangement will be confirmed first.
How the Process Works
There is no complicated form to work through. Contact us with your order number and tell us whether you would like a return or an exchange. We will check the order and explain the next step.
Contact Us
Send us your order number, the product name and a short note explaining whether you want a refund or an exchange.
We Check the Order
We check the order details and confirm the appropriate return or exchange arrangement.
Send the Item Back
Follow the return instructions provided by our team. Please keep the item and its packaging in suitable condition while the return is being arranged.
We Receive & Check
Once the item arrives, we check that it matches the order and that its condition is consistent with the return request.
Refund or Exchange
Once the return is accepted, we arrange the refund or send the confirmed replacement item.
Refund Timing
We do not want you wondering where your refund is. Once the returned item has reached us and the return has been accepted, we process the refund without unnecessary delay.
Our processing target is clear: once the returned item or acceptable return evidence has been received, an eligible refund is processed within 14 days. The final appearance of the funds in the original account can take an additional 3–5 working days depending on the receiving bank or payment provider.
Policy Disclaimer
This page explains our normal return and exchange process in everyday language. It is not intended to remove, reduce or replace any consumer right that applies under UK law.
Where an item is not as described, does not meet the standard required by law, or has a manufacturing issue, the customer’s legal rights continue to apply regardless of the time limits described for ordinary change-of-mind returns.
Where a return falls outside the normal change-of-mind period, we will still review the circumstances where the customer has a separate legal right to a repair, replacement, refund or another remedy.
We aim to apply this policy consistently, but individual orders can differ. Nothing in this page is intended to exclude responsibilities that cannot legally be excluded or to prevent a customer from using a right provided by applicable consumer law.
Contact Our Team
If you want to arrange a return or exchange, contact us with your order details. A short message is enough. Tell us what you ordered and whether you would like a refund or a different size or colour.
London, England,
N14 6BZ