Return and Refund Policy
This Return and Refund Policy explains how Shoesepic manages product returns, exchanges, cancellations, and refunds. It is intended to provide customers with clear information when returning shoes purchased through the Shoesepic online store.
Nothing in this policy limits or excludes customers’ statutory rights under applicable United Kingdom consumer law.
1. 90-Day Return Period
In addition to applicable statutory rights, Shoesepic offers a voluntary 90-day return period for defective and non-defective products.
Customers must request a return within 90 days from the date the order was delivered. Returns requested after this period may not be accepted unless the customer has applicable statutory rights relating to faulty, damaged, misdescribed, or otherwise non-conforming goods.
2. Return Eligibility
To qualify under Shoesepic’s voluntary 90-day return policy, shoes must generally be:
- Unworn outdoors and free from signs of extended use.
- Clean, unwashed, and undamaged.
- Returned with their original tags, accessories, shoe box, and packaging.
- Free from dirt, odours, scratches, creasing caused by extended wear, or other customer-related damage.
- Accompanied by proof of purchase, such as an order number or confirmation email.
Customers may try shoes on indoors on a clean surface to assess their fit. Shoes that have been worn outdoors or used beyond what is reasonably necessary to inspect their fit and appearance may not qualify for a full refund under the voluntary return policy.
These conditions do not remove any legal rights available where shoes are faulty, damaged, misdescribed, or not of satisfactory quality.
3. Statutory Right to Cancel Online Orders
For most online purchases, customers have the legal right to cancel their order without giving a reason.
Customers must notify Shoesepic of their decision to cancel within 14 calendar days beginning the day after the order is delivered. After notifying Shoesepic, customers normally have a further 14 calendar days to return the products.
Customers may inspect and try on the shoes in the same way they reasonably could in a physical shop. Shoesepic may make an appropriate deduction from the refund if the value of the shoes has been reduced because they were handled beyond what was necessary to inspect their fit, features, and condition.
4. Accepted Reasons for Return
Shoesepic accepts eligible return requests for reasons including:
- The shoes arrived damaged or defective.
- The customer received an incorrect product, size, or colour.
- The shoes were materially different from their published description.
- The customer selected an incorrect size.
- The shoes did not fit as expected.
- The customer changed their mind.
- The customer wishes to exchange the product, subject to availability.
5. Exchanges
Customers may request an exchange within the 90-day return period, provided the product satisfies the applicable return conditions.
Exchanges may be requested for:
- A different shoe size.
- A different available colour.
- A replacement for a damaged or defective product.
- An alternative product, subject to availability and any applicable price difference.
If the requested replacement is unavailable, Shoesepic may offer another available product or issue an appropriate refund.
6. Damaged, Defective, or Misdescribed Products
If shoes arrive damaged, defective, misdescribed, or not of satisfactory quality, customers should stop using them and contact Shoesepic as soon as reasonably possible.
Customers should provide:
- Their full name.
- Order number.
- A clear description of the problem.
- Photographs showing the product and defect or damage.
- Photographs of the packaging where relevant.
After reviewing the information, Shoesepic will provide an appropriate solution, which may include a replacement, exchange, repair where appropriate, price reduction, or refund in accordance with applicable UK consumer law.
The voluntary 90-day return period does not replace or restrict statutory rights that may continue beyond 90 days.
7. Incorrect Product Received
If Shoesepic sends an incorrect product, size, or colour, the customer should contact customer support and provide their order details and clear photographs of the item received.
Shoesepic will provide return instructions and cover the reasonable return cost. Depending on the customer’s preference and product availability, Shoesepic will arrange a replacement or refund.
8. Return Process
To request a return:
- Contact support@shoesepic.com.
- Include the full name used for the order and the order number.
- State the reason for the return or exchange.
- Include clear photographs if the shoes are damaged, defective, or incorrect.
- Wait for return instructions and the authorised return address.
- Package the shoes securely with the original shoe box and accessories where available.
- Send the return using the instructed or another suitable trackable delivery method.
- Retain the postage receipt and tracking number until the return is completed.
Customers should not send products to the Shoesepic business address unless customer support confirms that it is the correct return address.
9. Return Shipping Costs
For change-of-mind returns, incorrect-size selections, or other non-defective returns, the customer is responsible for the return shipping cost.
If the shoes are faulty, damaged on arrival, misdescribed, or incorrect because of an error by Shoesepic, Shoesepic will cover or reimburse the reasonable return shipping cost.
Customers should retain proof of postage. Shoesepic cannot process a returned product until it is received or acceptable evidence of return is provided where applicable.
10. Condition and Inspection of Returns
All returned products are inspected after arrival. Shoesepic may check:
- The condition and cleanliness of the shoes.
- Whether the shoes have been worn outdoors.
- The soles, uppers, lining, laces, and insoles.
- The presence of the original shoe box, tags, and accessories.
- Whether any damage resulted from misuse or excessive handling.
Customers will be notified by email after the return has been reviewed.
11. Refund Amount
For eligible returns, Shoesepic will refund the applicable product purchase price.
When a customer exercises their statutory cancellation right for an entire online order, Shoesepic will also refund the standard outbound delivery charge. If the standard delivery charge was £3 GBP, that amount will be included in the applicable refund.
Any additional amount paid for an enhanced or premium delivery method above the least expensive standard option does not have to be refunded.
For voluntary change-of-mind returns made outside the statutory cancellation period, the original shipping charge may not be refundable unless required by law or confirmed otherwise by Shoesepic.
12. Refund Timeline
Eligible refunds will be issued without undue delay and no later than 14 calendar days after:
- Shoesepic receives the returned product; or
- The customer provides acceptable evidence that the product has been returned, where applicable.
For faulty-product refunds exercised under applicable statutory rights, the relevant legal refund timeline will apply.
After Shoesepic issues the refund, the customer’s bank or payment provider may require additional time to display the amount in the account.
13. Refund Method
Refunds are issued to the original payment method used during checkout.
If the original payment method is expired, closed, or otherwise unavailable, customers should contact Shoesepic. Shoesepic will review the matter with the relevant payment provider and provide appropriate instructions.
Refunds will not normally be issued to an unrelated person, account, or payment method.
14. Deductions From Refunds
Shoesepic may make a reasonable deduction where permitted by law if the value of returned shoes has been reduced because they were:
- Worn outdoors.
- Damaged after delivery.
- Used beyond what was reasonably necessary to inspect them.
- Returned dirty, contaminated, or with strong odours.
- Returned with missing components due to the customer’s actions.
Any deduction will be based on the reduction in the product’s value and will not affect the customer’s rights where the product was originally faulty or damaged.
15. Non-Returnable Products Under the Voluntary Policy
The following may not qualify for return under Shoesepic’s voluntary 90-day return policy:
- Shoes returned after the 90-day period.
- Shoes showing clear signs of outdoor wear.
- Products damaged through misuse, neglect, or improper care.
- Products altered, modified, or repaired without authorisation.
- Items returned without sufficient proof of purchase.
- Products contaminated or returned in an unhygienic condition.
This section does not restrict any statutory remedy available for faulty, damaged, misdescribed, or non-conforming products.
16. No Restocking Fee
Shoesepic does not charge a restocking fee for eligible returns or exchanges.
The customer may still be responsible for return shipping costs for a non-defective or change-of-mind return, as explained in this policy.
17. Return Parcels Lost in Transit
Customers returning non-defective products should use a trackable shipping method and retain proof of postage.
If Shoesepic provides a return label or arranges collection for a faulty or incorrect product, Shoesepic will remain responsible for the arranged return delivery in accordance with applicable law.
18. Contact Shoesepic
For assistance with returns, exchanges, refunds, or damaged products, customers can contact Shoesepic using the following information:
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