CheckoutI think an item may be faulty, what do I do?
We're sorry to learn you may have an issue with an item you have purchased from us, so that we can investigate this further, we recommend contacting our Customer Service team directly via email with the following information:
Order number
An overall image of the item
An image of the soles (footwear only)
An image of the internal care label showing the supplier code
A close up image of the fault
On some occasions the brand may require for the item to be inspected in person, in this scenario, for UK returns, we offer a free return service using a Royal Mail pre-paid label, QR code or InPost locker. For International returns, we will refund a maximum of £15 towards return postage for confirmed faulty items.
We aim to process all returns within 3 to5 working days, unless the product is returned to the manufacturer then this can take longer.
All items are inspected on receipt. If the item is found not to be faulty, it will be returned to you. In some cases, items may need to be assessed by the supplier before a repair or replacement can be arranged.
Where deemed faulty under the manufacturers guarantee, a repair, replacement or refund may be offered, depending on the terms of the brands policy and stock availability.