Last Updated: August 2026
Return and Refund Policy
This Return and Refund Policy explains how Shoes Wonder handles product returns, exchanges, and refunds. It is designed to ensure complete clarity and fairness for all customers who wish to return or exchange items purchased through the Shoes Wonder online store.
By placing an order, customers agree to the terms outlined in this policy. Shoes Wonder recommends reviewing this page before completing a purchase to understand all return and refund conditions.
Return Eligibility
Shoes Wonder accepts returns for both defective and non-defective products. Customers may return any item within 90 days from the date of delivery, provided it meets the conditions listed below:
- The product must be in its original condition, unworn, unwashed, with all tags, accessories, and original packaging intact.
- Footwear showing signs of wear, altered packaging, or missing tags may not qualify for return due to quality and hygiene reasons, unless found defective upon arrival.
- The customer must include proof of purchase, such as the order number or confirmation email.
- Items returned after the 90-day window are not eligible for a refund or exchange.
Return Period
Customers have up to 90 days from the date of delivery to initiate a return request. The request must be made in writing by contacting support@shoeswonder.com during business hours. After approval, the customer will receive detailed instructions, including the return address.
Accepted Reasons for Return
Shoes Wonder accepts returns for the following reasons:
- The product arrived defective or damaged (e.g., sole separation, stitching issues, broken zippers).
- The wrong product was shipped.
- The customer changed their mind (non-defective return).
Exchanges
Exchanges are accepted within the 90-day window. This applies if the customer prefers a replacement for a defective item or wishes to exchange a product for another item of similar value, subject to availability.
Condition of Returned Items
To ensure eligibility for a full refund or exchange, items must be returned in their original condition. This includes:
- Original shoe box, labels, protective tags, manuals, and packaging.
- No signs of wear, damage, or misuse.
- No missing components or alterations to the product’s packaging or material.
Return Process
- Contact the Shoes Wonder support team via email to request a return authorisation.
- Provide the order number, reason for return, and photographs if the product is damaged or defective.
- Once approved, follow the instructions provided to ship the item back.
- Ship the item using a trackable shipping service. Customers are responsible for providing tracking information.
Return Shipping Costs
The customer is responsible for the cost of the return shipping label, unless the product is defective or incorrect due to a fulfilment error. Shoes Wonder is not responsible for lost or untraceable return shipments; therefore, a trackable method is recommended.
No Restocking Fees
Shoes Wonder does not charge any restocking fees for returned items. Customers receive a full refund of the product’s purchase price, subject to condition verification.
Refund Timeline
Refunds are processed within 14 business days after Shoes Wonder receives and inspects the returned item. The refund is issued to the original payment method. Depending on the payment provider, it may take additional days for the refund to reflect in the account.
Non-Returnable Items
Certain items may not be eligible for return, including:
- Products that have been worn, washed, or have missing tags.
- Items missing original packaging or accessories.
- Products damaged or contaminated after delivery.
Damaged or Defective Products
If footwear arrives defective or damaged (such as sole separation, stitching issues, or broken zippers), customers should notify Shoes Wonder immediately with clear photos. After review, Shoes Wonder will assist by sending a replacement, offering an exchange, or approving a refund. All claims must be made within the 90-day return window.
Incorrect Item Received
If the wrong item is received, Shoes Wonder will cover the return shipping cost and arrange a replacement or refund. Customers should contact support with order details and photos of the incorrect product.
Return Approval and Inspection
Once the item reaches the return centre, it is inspected for compliance. This includes checking the condition of the product, its tags, packaging, and any included accessories. Customers are notified by email once the review is complete.
Refund Method
Refunds are always processed to the original payment method used during checkout. If that method is no longer valid, the customer must inform Shoes Wonder before refund approval for alternate arrangements.
Contact for Returns
Customers can contact Shoes Wonder’s customer support team at support@shoeswonder.com for assistance with returns, refunds, or exchanges during standard business hours.
Business Information
| Shoes Wonder | |
| 09:00 AM – 05:00 PM, Monday to Friday (UK Time) | |
| support@shoeswonder.com | |
| Office 4692, 182–184 High Street North, East Ham, London E6 2JA, United Kingdom | |
| +44 7458 695117 |