Returns Policy
We appreciate that buying shoes online can be a difficult task. We hope that by offering fitting advice by phone you will be able to find shoes that are a comfortable fit for your children. If you do need to return your shoes, we will happily refund you the cost of them. We must receive any returns within 28 days from the time you received the goods. All items that are returned to us (unless faulty), must be in a re-saleable condition, unworn, undamaged and with all the original tags and packaging. If you are wishing to return any unwanted items to us, please fill out our online returns form here.
When sending your items back to us please make sure you do the following;
- Unwanted shoes are securely packaged in suitable packaging.
- Unwanted shoes are in a new, unworn, resalable condition with original labels and packaging intact.
- Include your name and order number.
- Do not stick any labels or tape directly on the shoe box as this will damage the box and make it unsuitable for resale.
- Get a proof of postage receipt from the post office when you drop your parcel off.
- Royal Mail have a maximum parcel size limit of 610mm x 460mm x 460mm. If your parcel is larger than this, please email us at info.shoozoo@gmail.com
Refunds
We will reimburse you the cost of the shoes using the same method you paid with. We are sorry but we are not able to refund original shipping charges. In line with Consumer Contract Regulations if you would like to return your entire order and claim your original postage back (standard postage only) please send the goods back at your own cost and we will happily provide you with a full refund, including our standard postage charge of £3.99.
We’ll refund you as promptly as possible and within 7 working days of the goods being received. Please note we will send you an email once your refund has been processed.
Exchanges
Unfortunately we do not offer an exchange service. If you would like to exchange any items we advise returning them for a refund and placing a new order online.
Faulty Goods
Please advise us of any suspected faults as soon as possible by emailing info.shoozoo@gmail.com. To help us resolve your fault query, please include a description of the fault, your original order number (or the name and date of the order) and photographs showing the problem area so that we can decide how best to proceed. Please ensure that the photos show the following:
- The inside of the shoe showing the label
- The side profile of the shoes
- The outer sole of the shoes
- A photo of the fault(s) – close up of the fault and the whole shoe
Once we have received this information we will seek advice from the manufacturer on your behalf and in the case of a genuine fault offer to repair or replace the shoes. If we are not able to offer a repair or replacement then a credit or refund will be applied.
Please bear in mind that generally speaking any manufacturing defect will show up immediately or within the first few weeks of wear. Once a pair of shoes has been worn for much longer than this it can be difficult for the untrained eye to judge what is just excessive wear and tear and what is genuinely an issue with the shoes. Some children are very hard on their shoes and it is important to take care of your shoes and ensure they are used appropriately to maximize their lifetime.
Cancellation
Under the Consumer Contracts Regulations you have the right to cancel your order without penalty within 14 days of your order date. You then have 14 days from the date of the cancellation to return your items for a refund. If you wish to do this you will need to advise us in writing of this, simply returning your items does not count as canceling your order. This will be treated as a return rather than a cancellation.
You are liable to return the goods to us at your own cost and risk. In this case you must return your entire order and send them straight back to us with all packaging intact.