Step 1 – Request Authorisation

Before returning any item, you must obtain a Returns Merchandise Authorisation (RMA) number and the correct returns address for your item.

• Complete the form by clicking the link below.
• Alternativley you can email or write to our Online Service Team (we do not accept requests by phone or text).
• We’ll reply with your RMA Number and return address.

Click here – Returns Request Form

Step 2. – Return within 14 Days

You have 14 days from receiving your RMA to return your item.

Step 3. – Check before you pack

Make sure your return meets these requirements:

• ✔ Returns checklist enclosed inside the shoebox
• ✔ Shoes unworn (only tried indoors)
• ✔ Filling tissue replaced
• ✔ Hangtags reattached
• ✔ All original packaging intact (including branded tissue & cloth bag)
• ✔ Shoes placed in the original shoebox
• ✔ Shoebox packed in protective outer (no tape on shoebox)
• ✔ RMA number and return address clearly marked on the parcel

Step 4 – Send Your Return

• You are responsible for the shipping cost and safe return to the correct warehouse.
• Use a Tracked or Signed-for service.
• Keep proof of postage, items lost in transit will not be refunded.

Regional Return Addresses:
• UK customers: Return to our UK warehouse
• EU customers: Return to our EU warehouse
• USA & Canada: Return to our US warehouse
• Asia/Pacific: Return to our Hong Kong warehouse

Step 5. – Quality Check & Refund Processing

• Our Quality Control team will inspect the return product (please note we keep digital photos of returned items).
• Inspection & processing may take up to 7 working days.
• If approved, your refund will be issued within 14 days.

Step 6. – If your Return is Not Approved

• Non-compliant returns will not be refunded.
• You’ll need to arrange collection of your item at your own expense from the warehouse.

Exchanges – Need a different Size or Style?

• Follow the same process as returns.
• State your exchange item request on the Returns Request Form.

Important Information

• This policy applies to all online and telephone purchases.
• This policy does not affect your statutory rights.
• Returns must comply with all the above requirements to be eligible for a refund.

Need Assistance?

Contact our Online Service Team  – click here