RETURNS AND REFUNDS
- Can I return or exchange shoes?
Unworn products purchased on Shoegarden may be returned in their original and sellable condition within 30 days of purchase.
- Original box
- Product tags still intact
- No dirt or pet hair
An email confirmation will be sent to you as soon as the refund has been processed.
- What is your Returns Policy?
Please read our policy here: Returns Policy
- How long do I have to return my items?
We want you to be 100% satisfied with your purchase. Unsuitable products may be returned in unworn, sellable condition within 30 days from the day of purchase. All products must be returned in their original packaging, and please do not damage the shoe box with tape or glue.
No refunds will be issued 60 days after the purchase date.
- How do I return my items?
You can return any unwanted items for refund or exchange to our warehouse via Royal Mail or a courier of your choice. Please send any return to:
Shoegarden Returns, 66 Church End, Cambridge CB1 3LB.
Please fully complete the Exchange and Returns Form included in the parcel with all the requested information. The customer is responsible for the return postage cost.
Visit our Return Policy for more information and we have a dedicated page on How to return your parcel.
- How should I pack the items I’m returning?
We do not provide returns bags, but we encourage customers to reuse their original packaging. Otherwise, you can wrap the box in paper or use a plastic bag.
Please do not damage the shoe box with tape or glue.
- Will I receive a notification when you have refunded me?
You will receive an email to advise when your refund has gone through. This can take a few days from when we action your refund, depending on the payment method you used at checkout. Please note that it can take up to 14 days for your refund to appear in your account or on your statement.
- How long will it take for you to refund me?
We aim to process returns within 48 hours of receiving them (Mon-Fri). Please allow at least 14 days for the payment to be credited back to your account. This may take a little longer depending on how long it takes your bank/building society to process the payment and whether you paid by credit or debit card. You will receive an email to advise when your refund has gone through.
- My item is faulty, how do I get a refund?
If you have received a faulty item please contact us on 01223 244750 or email us at info@shoegarden.co.uk. It is always useful if you can email us photos of the fault.
Once your fault has been verified by a member of our staff, you can return it by post to our warehouse: Shoegarden Returns, 66 Church End, Cambridge CB1 3LB. You can send the item back by first or second class Royal Mail service, there is no need to send items via Special Delivery. In some cases we can provide a pre-paid returns label - please ask us when you contact us with your query.
- What do I do if I want to exchange?
If you want to exchange an item, just let us know by filling in the Returns Form that’s in the shoebox with your order. Return the item to us and we’ll do the exchange as requested. We will email you if there are any problems or there is a difference to pay. If the exchange item you have chosen is of a lower value, you will receive a refund for the difference .
If you’d like us to keep something aside for your exchange, just let us know by chat or email and we will do that.
- I bought a pair of shoes at their full price which subsequently went into the sale - Can I get the difference refunded?
Unfortunately not. Once an item has been ordered the price is fixed.
- Can I return my order to your warehouse if I live nearby?
Yes, if you’re local to Cambridge, you can return your order to our warehouse.
Please let us know via Chat, email or phone and we’ll confirm a convenient time for your return.
We’re open Monday to Friday, 9 am – 4 pm.
Please note that during the run up to Christmas we are very busy and we may only be able to accept returns for refund, rather than for exchange.
Our address is 66 Church End, Cherry Hinton, Cambridge CB1 3LB. We are at the back of a small industrial unit, the business at the front of the unit is RT Vehicle Solutions. Come up that right-hand driveway and you'll find us at the end.
- Resolution of an issue
If you have a complaint about your purchase, please contact us on 01223 244750 or email us at info@shoegarden.co.uk