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Policy~Exchanges & Returns/Cancellations

We pride ourselves on the quality of our shoes and accessories and insist that our staff inspect each pair of shoes carefully before packaging and dispatch.

But if for any reason you are not happy with the product, please accept our sincere apologies and send it back with a note and we will either send you a replacement product or refund your money - whichever you prefer. Please refer to procedure below.

Returns Policy
We will always refund or exchange the shoes if they are returned in resaleable/perfect condition within 14 days of receiving them. We will not, as a rule, refund the postage back to us unless we have made a mistake and it has been agreed with us.

Note, if the customer refuses the goods we will only refund once we have received the goods and the refund will be net of any charges incurred by us to recover them.

Fitting
We endeavour to send out shoes that will fit, and we rely on the customers to give us as much information about their feet as possible, and we like to open a dialogue with our customers. Once we know which styles fit well we can recommend which others should also fit. If you think your shoes are a little large - give them a bend and retry them on. You should be able to slip a small finger down the back of the shoe at the heel. A worn-in shoe develops a natural bend which helps the heel grip. A slipping heel is often caused by a new, stiff sole. Please give the shoe a bend and retry.
We will never send out shoes knowing they will not fit.
We cannot be held responsible for refunding postage unless we are at fault or unless agreed by prior arrangement with us.

Trying the shoes on.
Please ensure you try your new shoes on carpet as we cannot accept back soiled, scuffed or worn shoes or worn soles.
If the heels are slipping - the sole may need some bending. For example, slippers always need a good bending before the heel grips properly. This also applies to many shoes.


Customs & Duty

We do not charge U.S Customs duties - they are not assessed until the package arrives in the United States, and they cannot be paid in advance.
We are not responsible for duties payable. Only the recipient, by law, is liable for duty.

To the best of our knowledge, in normal circumstances, Duty is waived on personal items less than $200 or gifts worth less than $100. Some of our shoes may be liable to duty.

For more information please visit the Official US government site covering international mail imports.

Please note, Your Social security number may be required by our couriers to clear your goods through customs. Customers refusing to accept parcels because of customs will only be refunded for the goods when we recover them and we will refund them net of any charges incurred by us to recover the goods.
If you are not prepared to give out these details as required then please do not order.
How to return your shoes

1. CONTACT US within 14 days of receipt by phone, post, fax or email and tell us your intention to return
2. The goods must be returned, with the original despatch note or a copy. Please use the original or similar protective packaging.
3. The goods must be in the same immaculate condition as they were received in - we cannot accept scuffed/worn-in/damaged goods. (We thus suggest you remain on carpet while trying shoes on).
4. We will exchange the goods as requested, or should you wish to cancel your order, we will give you a full refund within 30 days of your cancellation unless there has been customisation.
5. You have to pay the cost of returning the goods - we recommend registered/traceable and insured postage, as we cannot be responsible for lost packages.
6. In the case of exchanges (e.g. for size changes) please note that although we ask you to bear the cost of postage back to us, we will pay for the postage of the replacement shoes to back to you. In this way we are, in effect sharing the cost of postage with you for any of your exchanges.
7. Please note that in the unlikely event of the goods actually being faulty or we have incorrectly fulfilled your order, we shall of course refund your postage in full. This must be agreed with us in advance.
8. Return Address - We will give you a label and RMA number to use on the return package.
   
   



9. Please DO NOT mail shoes back to the UK - it is much more costly and incurs extra non-refundable fees clearing UK customs.

Refunds
Once we have received your package and checked the goods we will normally process these items within 10 working days.
We cannot be held responsible for refunding postage unless we are at fault or unless agreed by prior arrangement with us.

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