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Delivery & Returns Information

  • UNITED KINDGOM DELIVERY

    We are pleased to offer our UK customers a straightforward and cost-effective delivery policy:

    • Royal Mail Standard Delivery: £4.00 for all orders to UK locations.
    • Royal Mail Express Delivery: £5.00 for all orders to UK locations.


    Regardless of your order total, our delivery pricing remains consistent, ensuring transparency and simplicity in your shopping experience. Should you require expedited delivery, our Express/Next Day Delivery option is available at just £5. We are dedicated to delivering your orders promptly and conveniently, tailored to your preferences and budget. Shop with confidence and enjoy our top-notch service delivered to your doorstep.

    Please be aware that all delivery time frames for Standard, Express, and Next Day Delivery through Royal Mail / DPD are estimated services and transit times may vary.

    Please note that these services do not come with a guarantee. Additionally, in the event of any delay, the postage cost remains non-refundable.

    Orders using Special Delivery must be placed before 4:30pm for guaranteed next day delivery.

  • INTERNATIONAL DELIVERY

    At STB.co.uk, we prioritize seamless international delivery. We've partnered with DHLâ„¢ for efficient and reliable shipments outside the UK. With DHL Express, your package arrives in 2 - 5 working days. European destinations have a flat-rate delivery cost displayed at checkout.

    In some cases we will use Deutsch Post as our carrier for lighter items.

    Duty and tax charges within the USA are usually exempt up to $800 per shipment. For other countries, check with local customs. Remember, duty and tax charges are your responsibility, and non-payment may lead to package issues.

    We're committed to transparent international delivery.

UNITED KINGDOM RETURNS

Start A Return Here

  • How To Return


    1. Ensure your return items are in their original condition with all tags and packaging intact.


    2. Visit the Return Label Generator to create your return label.
    Pack your items securely and attach the label to the outer package.


    3. Drop off your package at your nearest Royal Mail Parcel Shop or arrange for a collection through the Return Label Generator link at the bottom of this page.

    Return policy: You have 30 days from the date of delivery to return any unwanted goods to us. Please note that this returns window is final and any conflicting policies from your courier will not be considered. A fee of £4 will be deducted from your refund to cover standard postage if you choose to use our returns label. One return label covers the postage of two items.

  • Details

    Eligibility: Our returns process is applicable for customers in the United Kingdom only.

    To make your return process hassle-free, you can generate a returns label using the button below. This label covers up to 20kg in weight. Max combined length and circumference cannot exceed 61 x 46 x 46cm.

  • Refunds & Exchanges

    Refund Processing:

    Once we receive your return and inspect the items, we will process your refund as soon as possible. Please allow 7-14 working days from the day you send out your return for us to receive, process, and refund your order.

    Exchange Information:

    We offer 1 free exchange per order. If you are returning an item for an exchange, please refer to the exchange section below.

Important Information

Please choose carefully when purchasing socks and underwear as we will not accept exchanges or returns for change of mind, due to hygiene purposes. This applies to socks sold individually, as part of a multi-pack or any included in a gift set.

Footwear which has been customised is also strictly non-returnable. This includes, but is not limited to additional heel height or rubber grip soles being added.

We are unable to refund ‘IMBOX Essential Pre-Applied Protection Spray'. With regards to this, the item itself will be refunded but the cost of the ‘IMBOX Essential Pre-Applied Protection Spray’ cannot be refunded.

You are welcome to exchange your order within 30 days of receipt. Please use our returns label generator to produce a label to return your item(s) enclosing a note letting us know what you wish to exchange for. Alternatively, you are welcome to email us letting us know which item(s) you wish to exchange your returned goods for.

If the item you wish to exchange to is out of stock, then we may contact you to offer alternatives. If there are no suitable alternatives, we will process a refund under our usual returns policy.

If there is a price difference, our team will contact you to either take an additional payment or refund any difference.

We only offer exchanges for goods shipped to UK addresses.

In the event that your item is returned to sender prior to delivery, a £5 charge will apply. Depending on the reason for return, we may be able to take a £5 payment and resend the item to you. Alternatively, we would need to refund the order with a £5 deduction once it is delivered back to us. 
When we receive the item back, we will send an email asking you to contact us about the problem. If we do not hear back from you within 14 days of the email being sent, we will process a refund with the £5 deduction applied. Please be aware that we are unable to keep stock on hold, so all items which are returned to sender will be returned to stock immediately upon receipt back. 
In the event that the item is returned to sender due to carrier error, then we will waive the £5 fee. 

All of the following will be held in our warehouse for 30 days before being disposed of:

  • Returned items for which the buyer cannot be identified
  • Items returned in a worn/unacceptable condition
  • Items incorrectly sent to us
  • Items not eligible to be returned
  • Returned items relating to a fault complaint, but for which we have not been able to confirm a fault. 

We will always attempt to establish contact with the customer in these cases, with a view to returning the item to them if such a course of action is reasonable or applicable to the situation. 
We may request payment for the postage cost before we send the item. We will only dispose of the item as a last resort, if no contact can be made or other solution reached.

1. Eligibility for Returns

Customers are eligible for returns on international orders under the following conditions:

  • The return request is made within 14 days from the date of delivery.
  • The product(s) must be in unused, unworn, and in their original condition, including all tags and packaging.
  • Proof of purchase, such as the order number or receipt, is provided.

2. Return Procedure

To initiate an international return, please follow these steps:

  • Contact our Customer Service team at cs@stb.co.uk to request a Return Authorization (RA) number.
  • Once you receive the RA number, securely package the item(s) you wish to return, ensuring they are protected during transit.
  • Clearly mark the RA number on the outside of the package.
  • Send the package to the address provided by our Customer Service team.

3. Return Shipping Costs

Customers are responsible for covering the cost of return shipping. This includes any shipping fees, customs duties, taxes, or other related charges. Schoolshoes.co.uk does not provide prepaid return labels for international returns.

All goods which are suspected to be faulty should be reported to our Customer Services team at cs@stb.co.uk.

Please include images of the fault. Please do not continue to wear the item or attempt to repair it as this may invalidate your right to return it. Any faults reported within 90 days of your receipt of the item can be accepted and returned to ourselves at our own cost. We will process your preferred resolution, whether that be a refund or exchange, as soon as possible.

If the original box or bag of a returned item is damaged by the customer, a 20% restocking fee will be deducted from the refund. This includes any adhesive labels stuck onto the box, such as the dispatch note.
Please note: This does not apply to the mailing bag, only item packaging, such as the original shoe box.