If something is not right, we will put it right. Start every return with our Return & Exchange Request form — we approve it by email within one working day and send you the instructions. Please do not post anything back before your request is approved.
Every return starts with the Return & Exchange Request form. It asks for your order number and one question: what went wrong. Telling us whether it was the size, the fit, the colour or a fault is what lets us put it right for you and stop it happening to the next person — we read every one.
Under the Consumer Contracts Regulations 2013 you have 14 days from the day you receive your order to tell us you want to cancel, for any reason, and a further 14 days to send the items back. This right applies to everything you buy from this website, including bags and sale items. Where you cancel under this right we refund the price of the goods and the basic outbound delivery charge. You pay the cost of returning the items.
On top of your legal rights, we voluntarily offer 28 days from delivery to return or exchange most items if you simply change your mind. Items must be unworn and unused, in their original condition and packaging, with the invoice included. Worn footwear or damaged boxes may not qualify.
You arrange and pay for the return postage. Take the parcel to your nearest Post Office or drop-off point and send it back to us using a service you are comfortable with — we recommend one with tracking, as we cannot refund an item that does not reach us. Where you return under this voluntary policy rather than the 14 day cancellation right, the original delivery charge you paid is not refunded.
Bags, clutches, purses and accessories are excluded from our voluntary 28 day change-of-mind exchange. Jewellery is excluded for hygiene reasons. Anything faulty, damaged or wrongly sent is always replaced or refunded, and your 14 day legal right to cancel still applies to these items.
Clearance stock. Items bought at 51% off or more are clearance and are excluded from the voluntary 28 day exchange. Faults and your 14 day legal right to cancel are unaffected.
If an item arrives faulty, damaged or is not what you ordered, tell us within a reasonable time and we will cover everything — a replacement or a full refund including all delivery costs, and we pay the return postage. This applies to every item we sell, bags included, and is not limited to 28 days.
| 1 | Fill in the Return & Exchange Request form, or open your order and choose Return. |
|---|---|
| 2 | We approve it by email within one working day and send the instructions. |
| 3 | Post the item back at your own cost from any Post Office or drop-off point, or bring it into the shop at 286 Green Street for free. |
| 4 | Once it reaches us we inspect and refund to the original payment method within 5 working days. |
You are welcome to bring an online order into the shop to exchange it, Monday to Saturday, 10:30am to 7:00pm. Bring the invoice. Stock cannot be reserved or guaranteed over the phone.
Questions? Call the shop on 0208 552 6586, email store005@shalimarshoes.co.uk, or ask Sara on any page. Nothing here affects your statutory rights.
Shalimar Shoes · Green Street
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