Fourteen days to be sure.
If a pair isn't right, you have 14 days from the day it arrives to send it back or exchange it. Unworn, in its box, with the cotton bag. That is the whole policy. The rest of this page is the detail.
The window
Fourteen days, counted from the day the courier hands you the parcel rather than the day you ordered. Message us inside that window and the return stands, even if the pair itself takes a few more days to reach us.
After fourteen days we can still help with a fault in the making. What we can no longer do is take a pair back because you changed your mind about it.
What we can take back
Send it back if
- It doesn't fit, and it has only been tried on indoors.
- It arrived in a size, colour or style other than the one on your order.
- It arrived damaged, or with a fault in the leather or the stitching.
We can't take it back if
- It has been worn outside. A sole picks up the street in a single wear, and it shows.
- The box or the cotton bag is missing.
- It was altered, resoled or repaired by someone else.
How a return works
Message us on WhatsApp with your order number and tell us what's wrong. A person answers daily between 10 AM and 11 PM.
Put the pair back in its box with the cotton bag, then the box inside an outer bag or carton so the printing survives the trip.
The courier collects from your address. We arrange the pickup, so there is nothing for you to book or drop off.
We check the pair the day it reaches us and message you the outcome. A refund is issued the same day it is approved.
Exchanging a size
A size exchange costs you nothing. We collect the pair you have, send the size you want, and cover the delivery both ways, once per order.
If the size you need is out of stock we tell you straight away rather than holding the exchange open, and you can take a refund instead.
Sizes 39 to 45, on lasts that stay consistent between styles, so a 42 in our boots fits like a 42 in our classics.
Getting your money back
- Paid by card: the refund goes back to the card you paid with. Your bank posts it within 7 to 14 working days, and that timing is theirs rather than ours.
- Paid cash on delivery: we send the amount by Vodafone Cash or InstaPay to a number you give us, usually on the day the return is approved.
- The delivery you paid on the original order comes back to you too if the pair was faulty or we sent the wrong thing. On a change of mind, the original delivery is not refunded.
Faults after fourteen days
Stitching that opens, a sole that separates, hardware that fails. If it is our making rather than ordinary wear, message us whatever the date. We repair it at the workshop where we can, and replace the pair where we can't.
Ordinary wear is not a fault: scuffed toes, a worn-down heel, creasing across the vamp. Leather records where it has been, and that is the point of it.
Still deciding? Delivery costs and timings are on the shipping page.