Returns & Exchanges
RETURNS & EXCHANGES
UK Customers:
You are responsible for the cost of returning an item to us.
International Customers:
We do not reimburse the cost of you returning the item to us.
If you are not satisfied with your purchase for any reason, or if you simply change your mind, you have 30 days in which to return item to us for an exchange or refund.
If you are returning an item from overseas, the parcel must be clearly marked with:
'RETURNING UNSUITABLE GOODS TO SENDER'
Failure to do so may result in import duties for which we may hold you liable.
The item must be unworn and undamaged and returned in the original packaging.
We recommend you try on the shoes on a carpeted surface to avoid any damage to the soles.
REFUNDS
We aim to process all refunds within 14 working days of receiving the item. Please be aware at busy periods this may take slightly longer.
We will send you an email confirming that the refund has been processed.
Refunds may take up to 10 working days to appear in your account. This time frame is dictated by your bank or card issuer and is outside of our control.
FREE EXCHANGES
If you require an exchange for a different size we will deliver it back to you at no extra cost.
Please get in contact if you wish to do this so we can check stock and reserve them for you to avoid disappointment.
The item is your responsibility until it reaches us, therefore we recommend that you send the parcel using a delivery service that requires a signature & insures you for the value of the goods.
You will receive an email confirming that we have received your return and are processing your exchange; you will receive a further email when the exchange has been dispatched. Our standard delivery times apply for exchanges.
Free Exchanges within the UK will be offered within reason, 1st time exchange will not be charged, but we reserve the right to request a delivery fee if we need to exchange the same item(s) multiple times.
We are sorry that we cannot offer free exchanges to destinations outside the UK.
CANCELLATIONS
The United Kingdom's Distance Selling Regulations give you the right to cancel your order within 14 days and receive a full refund including the original postage charges.
Cancellations must be made in writing and can be emailed to: shoessussex@gmail.com
For orders that are 'Awaiting Dispatch' it may be possible to cancel your order before it is dispatched. Please contact us at shoessussex@gmail.com soon as possible after placing the order.
You are responsible for the delivery costs to return the item back to us
FAULTY / INCORRECT ITEMS
In the rare event that your product is faulty or we have made a mistake and sent you the wrong order please contact us by email shoessussex@gmail.com quoting your order number and our online team will respond as soon as possible.
RETURNS ADDRESS
The Shoe Gallery