Returns Policy

We offer free UK MAINLAND shipping & returns for all orders over £100

We offer free EU shipping & returns for all orders over EUR 250

All returns MUST have the correct paperwork and follow the correct procedure to avoid costly mistakes.

Contact us for a return label and instructions

There can be substantial customs fees and duties payable for incorrect paperwork which will be chargeable to you unless you follow our procedures correctly.

Returns and Exchanges 

We will always refund or exchange the shoes if they are in resellable/perfect condition and we are notified within 30 days of receiving them.We will not, as a rule, refund the postage back to us unless we have made a mistake or you are exchanging and it has been agreed with us. As per our Terms and conditions we will not accept returns of any item with customisation or personalisation or that has been used or worn. Note, if a customer refuses to accept delivery of goods we will only refund once we have received the returned goods and the refund will be net of any charges incurred by us in recovering them.

Returns Policy

We will always refund or exchange the shoes if they are in resellable/perfect condition and we are notified within 30 days of receiving them. We will not, as a rule, refund the postage back to us unless we have made a mistake or you are exchanging and it has been agreed with us. As per our Terms and conditions we will not accept returns of any item with customisation or personalisation or that has been used or worn. Note, if a customer refuses to accept delivery of goods we will only refund once we have received the returned goods and the refund will be net of any charges incurred by us in recovering them.

Exchanges

 If you need to exchange something please call our returns dept. for a returns label and instructions. +44 1764 784 684.

Before you return an item

Have you tried it on!

If the heel slips, give the shoe a bend, once worn in, the shoe will develop a natural curve. Refer to the video below 

New shoes are rigid and tend to pull at the heel. You should just be able to slip a small finger down the back of the heel.

 

Trying the shoes on.

Please ensure you try your new shoes on carpet as we cannot accept back soiled, scuffed or worn shoes or worn soles.

Returns & Exchanges Procedure

How to return your shoes

1. Contact us in writing within 30 days of receipt for a RETURNS NUMBER (an RMA). Additionally, you may also contact us by phone, fax or email and tell us your intention to return.
2. The goods must be returned, with the original despatch note or a copy or a returns form.
3. Please only use the original box or similar compact protective bag.  Please do not use an oversized box!
4. The goods must be in the same immaculate condition as they were received in - we cannot accept scuffed/worn-in/damaged goods. (We thus suggest you remain on carpet while trying shoes on).
5. We will exchange the goods as requested, or should you wish to cancel your order, we will give you a full refund within 30 days of your cancellation.
6. If you do not qualify for free returns - You have to pay the cost of returning the goods - we recommend Royal Mail Tracked 48 with Signature which you can buy online or 'Signed for' at the post office, as we cannot be responsible for lost packages.
7. You can deliver your return by hand to one of our shops, but please make sure you have a copy of the original receipt, we cannot accept a return instore without this.
8. In the case of exchanges (e.g. for size changes) please note that although we ask you to bear the cost of postage back to us, we will pay for the postage element of the replacement shoes to back to you. 
9. In ALL cases it is your responsibility to add insurance and tracking to the return if you do not use our returns service - as we cannot be held responsible for lost packages.
10. Please note that in the unlikely event of the goods actually being faulty or we have incorrectly fulfilled your order, we shall of course pay for postage by sending you a prepaid label. Please ask us for one.
11. Return Address - Please label parcel as below
    
    Shipton & Heneage Ltd
    49 Burrell Street
    Crieff
    Perthshire, PH7 4DG
    UK
    Tel +44 1764 784 684 
    
    

All returns from outside the UK

MUST have the correct paperwork. It must say "British goods Returned" clearly on the parcel and it must have the customs declaration properly filled in so that no tax duty is payable. Ask us for a copy of the original consignment documentation if required. There can be substantial customs fees and duties payable which will be chargeable to you unless you fill in the documentation correctly.

Customs Vat and Duty on Returns and exchanges

NOTE: we cannot refund customs duty and sales taxes. You will need to provide documentary evidence of re-export/return of the goods to your own tax and customs services and make a claim for a refund from them, we are unable to do this on your behalf.

Refunds

 Once we have received your package and checked the goods we will normally process these items within 10 working days but please allow up to 30 days for processing.