We are currently offering an extended returns period on all orders placed between 1st November 2020 and 31st March 2021. If you placed an order with us between these dates you now have 180 days to return your item back to us. Your item must be returned in its original, undamaged packaging and in an unworn condition. Exchanges do not reset the 180 day window.
All the normal restrictions apply, for example all non-returnable items remain non-returnable.
We offer 30 day returns for all purchases made on our website. The returns period starts from the date that the item is delivered to you. Exchanges do not reset the returns window.
If the original box or bag of a returned item is damaged by the customer, then a 20% restocking fee will be deducted from the refund. Please note, this rule does not apply to the mailing bag and only to the item packaging (example the shoe box or bag).
In the event that your item is returned to sender prior to delivery, a £5 charge will apply. Depending on the reason for the return, we may be able to take a £5 payment and re-send the item to you, or alternatively we would need to refund the order with a £5 deduction once it is delivered back to us. When we receive the item back, we will send an email to you asking you to contact us about the problem. If we do not hear back from you within 14 days of the email being sent, we will process a refund with the £5 deduction applied. Please be aware that we are unable to keep stock on hold, so all items which are returned to sender will be returned to stock immediately upon receipt back.
In the event that the item is returned to sender due to carrier error, then we will waive the £5 fee.
All of the following will be held in our warehouse for 30 days before being disposed of: returned items for which the buyer cannot be identified, items returned in a worn/unacceptable condition, items incorrectly sent to us, items not eligible to be returned, and returned items relating to a fault complaint, but for which we have not been able to confirm a fault. We will always attempt to establish contact with the customer in these cases, with a view to returning the item to them if such a course of action is reasonable or applicable to the situation. We may request payment for the postage cost before we send the item. We will only dispose of the item as a last resort, if no contact can be made or other solution reached.
RETURNING YOUR ITEM FOR A REFUND?
We do not currently offer free returns for refunds. There are THREE available options to choose from if returning your item, including an Easy Return™ using a prepaid label from Royal Mail:
1. Return using the Post Office™ or any other courier at your own expense. We advise you to use a traceable service with insurance in the event your item is lost in transit before it reaches us. All applicable items will be refunded in full upon return. Please note, shipping charges and any items which have been modified as per your request are strictly non refundable.
2. When making your purchase, add our Easy Returns™ label to your basket for just £1.00. This must be purchased with your item, it cannot be brought separately after you have received your order. We will include a Royal Mail return label within your package, or it will be mailed to you electronically via a separate email on some occasions. This label can only be used for goods on the particular order where the returns label was purchased. If for any reason, your returns label was not included within your package, please download a returns label by clicking HERE and completing the form.
If you have purchased a returns label and wish to have your item collected from your address by Royal Mail, please visit this link: https://send.royalmail.com/collect/youritems
You will have to enter the tracking number from your returns label and pay a small fee to Royal Mail to use this service.
3. If you have not purchased our Easy Returns™ label with your order, then click here to download a returns label and please complete the short form. We will deduct £4.00 from your refund for its use. This label will be available to download immediately from the Royal Mail website and will also be emailed to you. The email will include the returns label and a QR code, if you are unable to print the label for whatever reason you can take your parcel and email on a smart device to the post office. They will scan the QR code from the email and print a label for you.
Please allow up to 7 working days to receive your refund. In exceptional circumstances, refunds can take slightly longer. We will always endeavour to process your refund as quickly as possible.
RETURNING YOUR ITEM FOR AN EXCHANGE?
If returning your item for an exchange, we will cover the cost of postage via the use of our returns label.
As with a refund, you may return the item using your choice of carrier. You may utilise the Easy Returns™ label purchased at the time of order or download a label here. This label will be available to download immediately from the Royal Mail website once you have completed the form and it will be emailed to you. Within that email there will be the returns label and a QR code. If you are unable to print the label for whatever reason you can take your parcel and that email on a smart device to the post office. They will scan the QR code from the email and print a label for you.
You may wish to have your item collected from your address by Royal Mail, please visit this link: https://send.royalmail.com/collect/youritems
You will have to enter the tracking number from your returns label and pay a small fee to Royal Mail to use this service. We cannot offer to cover or refund the cost of this fee.
There is a limit of 1 free exchange per order. Therefore if you wish to return an exchanged item for a further exchange or for a refund, then you will need to cover the cost of all postage.
If you are returning a full priced item for an exchange, kindly take note, we will not be able to exchange for a different item. We can exchange for the same item in a different size/colour providing the alternative choice is exactly the same price and is in stock.
EUROPE, USA & REST OF THE WORLD
All returns must be made within 30 days from the date of receiving the goods. All items being returned for a refund or an exchange must be unworn and in the original, undamaged packaging.
All items being returned from outside of the United Kingdom must clearly be marked as "returned goods" on your customs paperwork. Failure to do this means your returned package may be subject to tax/duties inbound to the UK. We will not be able to pay this and the result will be that your package will be likely returned to you or destroyed by Customs & Excise.
In the event that your item is returned to sender prior to delivery, we may need to process a refund with a deduction made for all applicable postage costs. The deduction will include the cost of the return to sender fee charged by the carrier.
If the item is returned to sender as a result of carrier error, then we will waive the return to sender charge deductions from your refund.
REFUND & EXCHANGE
We do not offer exchanges on international orders. You would need to return your sale item for a refund and re-purchase your new item. All postage costs to be paid for by the buyer.
If you purchased any item(s) as part of a deal, e.g. 2 for £30 etc and decide to return part of your purchase to us for a refund, we will re-consider your purchase and refund you the amount based on the item(s) you have decided to keep. Alternatively, if you decide to return a multi-buy item for an exchange, we will only permit the item to be exchanged for an item within the same promotional group. For instance, if you are returning one pair of shoes from a 2 for £30 deal you may select another item/size/colour from within our 2 for £30 collection.
All goods which are suspected as faulty should be reported using our faulty item report page, which you can access by clicking HERE. Every item is checked thoroughly before dispatch. In the rare event an item has been delivered to you with a fault, you must notify us immediately. Please do not continue to wear the item or attempt to repair it as this may invalidate your right to return the product.
Any faults reported within 90 days of you receiving the item can be accepted and returned to ourselves at our own cost. We will then process your preferred resolution, whether that be a refund or exchange, as soon as possible. Faults must be confirmed and accepted by our Customer Service Manager before a refund, replacement, credit or repair can be issued.
Footwear which has been personalised is strictly non-refundable. Customers who choose to have "rubber grip soles" or "added heel height" or engraving to items will not qualify for a refund in the event the item is not as expected. We advise you not to personalise items if you are not sure about sizing.
We are also not able to refund "waterproof protection" which is an added service that cannot be re-stocked in the event of a return. With regards to this, the item itself will be refunded but the cost of the "waterproof protection" cannot be refunded.
Socks and underwear are also not available for a refund or exchange due to hygiene purposes. This applies to socks sold individually, as part of a multi-pack or any included in a gift set.
Our Returns Address
HOS Web Returns
Unit 3a & 3b
55 Hastings Road
Please ensure you include the completed dispatch/returns note with your returned goods.