We at Shoes Epic are committed to ensuring that every customer is fully satisfied with the shoes they purchase from Our online store. This Refund and Returns Policy explains your rights and Our procedures in detail, in full compliance with UK consumer laws, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Our Promise to You We sell shoes only and want you to feel confident when shopping with Us. If you are not completely happy with your purchase, We offer a clear and fair returns process. This policy applies to all orders placed on Our website shoesepic.com and delivered within the United Kingdom.
14-Day Cooling-Off Period (Right to Cancel) Because We sell shoes online (distance selling), you have a legal right to cancel your order for any reason within 14 days starting from the day after you (or someone you nominate) physically receive the shoes.
- You must notify Us of your decision to cancel within these 14 days.
- Notification can be made by email to support@shoeswonder.com or by calling +44 7915 605797.
- After you notify Us, you then have an additional 14 days to return the shoes to Us.
During this period, you may examine the shoes in the same way you would in a physical store, but you must not wear them outdoors, use them, or remove tags and labels if you wish to return them under the change-of-mind policy.
Condition of Returned Shoes For a full refund under the 14-day cooling-off period, the returned shoes must meet the following conditions:
- Be in their original, unused, and unworn condition.
- Retain all original packaging, boxes, tags, labels, and accessories exactly as received.
- Show no signs of use, dirt, scuffs, or wear (even light indoor wear may affect eligibility).
- Be returned in the same quantity and pairs as originally ordered.
If the shoes do not meet these conditions, We may refuse the return or deduct an amount to reflect the diminished value of the shoes.
Refund Amount for Change of Mind Once We receive and inspect the returned shoes and confirm they are in acceptable condition, We will process your refund within 14 days. The refund will include:
- The full price you paid for the shoes.
- The cost of standard delivery (since We offer free shipping across the UK, this portion will be refunded where applicable).
If you selected any premium or express delivery option (if available), only the equivalent standard delivery cost will be refunded. Refunds are issued to the original payment method used at checkout (via Stripe). The time it takes for the money to appear in your account depends on your bank or card issuer (usually 3–10 business days).
Faulty, Damaged, or Not as Described Shoes If the shoes you receive are faulty, damaged on arrival, not of satisfactory quality, not fit for the purpose described, or do not match the description on Our website, you have stronger legal rights under the Consumer Rights Act 2015:
- Within the first 30 days from the date of delivery, you can reject the shoes and request a full refund (including standard delivery costs). In such cases, We will cover reasonable return shipping costs.
- You must notify Us as soon as possible and preferably provide photos of the issue.
- After 30 days but within 6 months, you may still be entitled to a repair, replacement, price reduction, or final refund depending on the nature and severity of the fault.
For faulty items, please do not wear the shoes. Contact Us immediately so We can guide you on the return process.
How to Return Shoes To return shoes, follow these steps:
- Contact Our customer support team at support@shoeswonder.com or call +44 7915 605797 within the allowed timeframe. Provide your order number and a brief description (reason is optional for change of mind).
- Wait for Our return instructions and the designated UK returns address.
- Package the shoes securely in their original box and packaging to prevent damage during return transit.
- Send the shoes using a tracked and insured postal or courier service. Keep the proof of postage/receipt as evidence.
We recommend using a service that provides tracking so both parties can monitor the return.
Return Shipping Costs
- For change of mind returns: You are responsible for the cost of returning the shoes to Us.
- For faulty or damaged shoes: We will reimburse reasonable return shipping costs upon approval (proof of cost required).
Inspection of Returned Items All returns are inspected by Our team upon receipt. We will notify you by email once the inspection is complete and confirm whether the return has been accepted. If the shoes are not in acceptable condition, We reserve the right to refuse the refund or offer a partial refund.
Refund Processing Time Approved refunds are processed within 14 days of Us receiving and accepting the returned shoes. You will receive a confirmation email when the refund has been issued to your original payment method.
Non-Returnable Items The following items cannot be returned under the change-of-mind policy:
- Shoes that have been worn, used, or show any signs of use beyond reasonable examination.
- Shoes with removed or damaged tags and labels (except for proven faulty items).
- Shoes that have been soiled, scuffed, or altered in any way.
- Any personalised or custom-made shoes (if We offer them in the future).
Your Statutory Rights Nothing in this Refund and Returns Policy affects your statutory legal rights under UK law. You always retain your full rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. This policy is intended to provide additional clarity and goes beyond the minimum legal requirements in many areas.
Exceptions and Special Circumstances In rare cases (such as during peak sale periods or stock issues), We may offer extended return windows or alternative solutions at Our discretion. Any such offers will be communicated clearly to you.
Contacting Us If you have any questions about returns, refunds, or this policy, please contact Our customer support team during business hours:
- Email: support@shoeswonder.com
- Phone: +44 7915 605797
- Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (UK Time)
- Address: Office 2980, 182-184 High Street North, East Ham, London, E6 2JA
We aim to respond to all return and refund queries within one business day and work with you to resolve any issues fairly and promptly.
This detailed Refund and Returns Policy has been created to give you complete transparency and confidence when buying shoes from Shoes Epic. We value your trust and are always here to help.