FAQ- Returns and Reunds

RETURNS AND REFUNDS

 

- 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 28 days from the day of purchase. All products must be returned in their original packaging. Please do not damage the shoe box with tape or glue or a £3 fee will be detracted from your refund.
No refunds will be issued 30 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 Currier of your choice. Please send any return to:
Shoegarden Returns, 66 Church End, Cambridge CB1 3LB.

You have to 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.

- My item is faulty, how do I get a refund?
If you have received a faulty item please contact us on 01223 244400 or email us at info@shoegarden.co.uk. We will ask you to send photos of the fault.

Once your fault has been verified by a member of our staff we will provide more information on how to proceed.
In case we ask you to 
return the faulty item, please send it to our warehouse: Shoegarden Returns, 66 Church End, Cambridge CB1 3LB.
We do not provide return labels but we will cover the costs for a normal Royal Mail service up to £4.50. (There is no need to send items via Special Delivery.)

- 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 or a £3 fee will be detracted from your refund.

- Will I receive a notification when you have refunded me?
You will receive an email to advise that we have received your return and a refund has been processed. Please note it can take up to 14 days for your refund to show in your bank account.

 

- How long will it take for you to refund me?
We will process your refund once we have received your items. 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.

- 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.

- Resolution of an issue
If you have a complaint about your purchase, please contact us on 01223 244400 or email us at info@shoegarden.co.uk