Exchange and Refund Policy;
Thank you for purchasing from us and supporting an independent business. If for any reason you are not happy with your purchase you may return it to us in its original packaging along with a copy of the invoice within 14 days.
Items must be returned in their original packaging and unworn. A valid receipt/proof of order must be included in order for an exchange or refund.
Please DO NOT use packing tape or attach return labels on the shoe boxes, use wrapping paper or you can re-use our bag if it helps!. We cannot resell the shoes if the box has been damaged removing tape or labels.
Returned items can take up to 7 working days to process your refund or exchange. We will notify you via email once your refund/exchange is processed.
Worn items cannot be returned unless clearly faulty. Please contact our customer services department first (details below) with details of the fault BEFORE sending them back to us. Items damaged by the customer will not be refunded.
Please keep proof of postage safe once you returned your product for refund or exchange.
If returning items from outside of the EU please make sure you fill in the Customs form/Waybill correctly making sure you tick the box marked 'Returned Goods'. Failing to do so will incur Customs duty and VAT fees which will not be paid by us and subsequently the parcel will be returned to sender.
Refunds take between 3-5 working days to reach your bank account once the refund has been processed, this can in extreme cases take up to 10 working days ( SHOPIFY T&C's ).
Should you wish to exchange your purchase for another size, colour or style, we would suggest purchasing again through the website whilst sending the unwanted item back for a refund. This way you can be sure to secure the correct pair you require as sometimes items required can be sold out by the time we receive your return for exchange.
PARTIAL RETURNS WITH DISCOUNT
If your purchase was made using a discount code for the entire order and you make a partial return, the refund value will be proportioned against the item returned. eg. "10% off entire order - the item(s) returned will individually receive a 10% refund.
If a total value order receives a discount because it hits a discount threshold (e.g. 10% off for spend over £200 no longer qualifies if the partial return takes the original sale less than the discount threshold. Therefore the value of the partial refund will reflect what the sale would have been if the transaction remained below the discount threshold. example: discount threshold £200 for 10% off entire order. 2 items £100 each total sale after discount = £180. 1 item returned. Refund value would equal £80.
Top Brand Shoes
Longsight Business Park
Tel: +44 01614 253 250