At Shoes Wonder, we want you to shop with complete confidence. This policy complies with UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
1. YOUR 14-DAY RIGHT TO CANCEL
You have the right to cancel your order within 14 days starting from the day after you receive your shoes.
You must notify us of your cancellation within these 14 days via email or phone.
After notifying us, you have an additional 14 days to physically return the shoes to us.
2. RETURN CONDITION & INSPECTION
To receive a full refund, the shoes must be returned unused and unworn (except for trying on indoors to check fit, which is permitted).
We encourage you to return items in their original packaging to prevent damage during transit. However, if you no longer have the original box, we may apply a small deduction (up to 15%) for re-packaging costs, but we will not refuse the entire refund solely for missing packaging.
If the shoes show signs of actual wear (scuffs, dirt, outdoor use), we reserve the right to reduce the refund amount to reflect the diminished value.
3. Refund Amount & Process
- Once we receive and inspect the returned shoes, we will process your refund within 14 days.
- The refund includes the full product price.
- Since we offer Free Standard UK Shipping, the standard delivery cost is included in the refund for change-of-mind returns. (Express shipping upgrades, if chosen, are non-refundable beyond the standard rate).
- Refunds are issued to your original payment method.
4. RETURN SHIPPING COSTS
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For change-of-mind returns: You are responsible for the return shipping costs.
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For faulty, damaged, or incorrect shoes: We will cover the reasonable return shipping costs. Please contact us for a prepaid label in these cases.
5. FAULTY, DAMAGED, OR NOT AS DESCRIBED
Under the Consumer Rights Act 2015, if your shoes are faulty or not as described:
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Within 30 days of delivery: You can reject the item for a full refund, and we will pay for return shipping.
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Within 6 months: We will offer a repair, replacement, or partial refund, depending on the fault.
If we determine the item is faulty, your refund will be processed in full, even if the tags are removed or the shoes have been lightly worn to discover the fault.
6. NON-RETURNABLE ITEMS
We cannot accept returns for shoes that have been significantly worn outdoors, soiled, or altered (dyed, resoled).
Faulty items are excluded from this non-returnable list and are always eligible for a refund or replacement.
7. How to Return
- Contact us at support@shoeswonder.com or call +44 7458 695117.
- Provide your Order Number and let us know if it is a change-of-mind or faulty return.
- Package the shoes securely and post them to our UK returns address (provided via email).
- For change-of-mind returns, we strongly recommend using a tracked service, as we cannot be responsible for lost parcels during return transit.
8. Your Statutory Rights
Nothing in this policy affects your legal rights as a UK consumer. You always retain your rights under the Consumer Rights Act 2015.
9. Contact Us
- Email: support@shoeswonder.com
- Phone: +44 7458 695117
- Business Hours: Mon – Fri, 9:00 AM – 5:00 PM (UK Time)
- Registered Address: Office 4692, 182-184 High Street North, East Ham, London, E6 2JA, United Kingdom
For a cancellation form or to exercise your right to cancel, please email us directly and we will provide the statutory form within 1 business day.