Returns & Replacements
Should you wish to exchange or return any items please contact us via telephone Monday-Saturday 9.30-5.30 or via Email: firstname.lastname@example.org , please do not simply return them without our consent.
Please state whether an exchange or refund is required by filling in the returns section on your invoice
In order to process returns as efficiently as possible, we now offer a returns label for you to purchase from us for £2.99. There is a peel-off pre paid postage label attached to the invoice enclosed with your item which you can choose to use at a cost of £2.99. For refunds, if you choose to use our returns label we will deduct £2.99 from your refund once processed. Please note that using our label is your acceptance for us to deduct £2.99 from your initial payment, unless the item is faulty in which case the label is free of charge.
For exchanges, you can purchase our returns label to cover the cost of using the label to return the item(s) by clicking here, or alternatively you can call us on 01246 807177 and we can take the payment over the phone.
Please note if you use our label we will not be able to process your exchange until we have received this £2.99 payment. Please let us know what you would like to exchange the item(s) for. If you have paid for the return's label and we do not have the exchange item in stock then we will refund the cost of your original item in full without deducting £2.99 for the returns label.
Please attach the label to your parcel and drop off at your local post office, you will not need to pay anything but please get a receipt for proof of postage. If you choose to use another method to return your item we will refund you in full for the item(s) only; not the postage.
Please note that all items must be returned unworn and in an unmarked condition. The item(s) must also be returned in the original box as this is part of the product. Any items returned to us in an unsellable condition or without the box will be returned to the customer. Please either enclose a copy of your receipt or details of your order in the parcel. Our returns address is as follows:
1-3 Stephenson Place
Should you wish to return the shoes via an alternative shipping method, please send the shoes via a guaranteed delivery service, such as Royal Mail Recorded Delivery, as we cannot be held liable for any goods lost in transit to us.
*Please note that we do not refund any initial postage costs or the postage cost of returning the shoes back to us.
International customers please note that if a customs label is required when returning, you must mark the item as "Return Purchase".
If you require an exchange then please let us know the size or style you would like to exchange your original item for. We will save the required item for you until we have recieved the original purchase back in store and are able to process the exchange.
UK Customers -
All exchange items are posted free of charge back out to you via our Royal Mail Tracked 2-3 working day delivery service! If you require a faster delivery for your exchange pair then please let us know and we will send you a payment request to cover any additional postage service.
International Customers -
Unfortunately we cannot offer free postage on any exchange items to international customers. We therefore require an additional payment of £10.99 to cover the international postage cost of sending the exchange pair back out to you. You must cover all costs to return the item (s) to us.
We can only issue refunds to the original payment method. For cards the money will go back on to the card originally used to place your order and PayPal payments will be refunded back into your PayPal account. The refund typically takes 2-3 working days in the UK to appear in your account, however this is dependent on your bank/card issuer.
Alternatively, you can take the shoes with your invoice or delivery note into our Toad Store in Chesterfield.
Faulty/ Incorrect Items
If you believe that you have received a faulty or incorrect item then please contact us at the following email address: email@example.com or by telephone on 01246 807177, please do not just return the shoes without contacting us first. We will then advise you on how to proceed with returning the shoes back to us.
If you return the shoes without contacting use first or using our returns label, then we will not be able to reimburse you in full for your postage cost of returning the shoes back to us. In the event of this happening we will only be able to refund you the cost of our returns label at £2.99.
Please provide us with as much information as possible about the fault or error so that we can determine if the fault is a manufacturing error or not.
We have to inspect all faults in store before any decision can be made about an exchange or refund. Once the fault or error has been confirmed we can process an exchange or refund.
All our prices include VAT at the current rate of 20% VAT REG - GB816663906