Delivery & Returns Information
UNITED KINDGOM DELIVERY
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.
There is a limit of one free exchange per order, providing you use our returns portal. If you wish to return an exchanged item for a further exchange or refund, you will need to cover the cost of postage. Exchanges do not reset the 30 day returns window.
Please note: If you are returning a full-priced item for an exchange, we will only be able to exchange for the same item in a different size/colour providing the alternative choice is the same price and is in stock.
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, then we will process a refund for the return. If our returns portal label was used to send the item back, then £2.99 will be deducted from the total of the refund for the use of the label.
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 firstname.lastname@example.org 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 email@example.com.
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. All faults must be confirmed and accepted by our Customer Services Manager.
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.