Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can put in a return request, or you can contact us at shoessussex@gmail.com. Please note that returns will need to be sent to the following address:
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at shoessussex@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shoessussex@gmail.com.
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