1 Order Cancellations
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from red-soles.co.uk, for a full refund.
Order cancellations must be made in writing, quoting your order number, within 7 working days of placing your order with red-soles.co.uk.
If however your order has already been processed and dispatched, you will need to return the order to us.
Please read the Return or Exchange an item section below.
2 Return or exchange an item
If you are not completely satisfied with your purchase, simply email us for our return address and then send your item or items to us in their original condition* within 7 days of receipt. We will issue a full refund (excluding original delivery charge) on receipt, or exchange the item for an alternative product if preferred. Products sold to businesses or trade customers, where the person purchasing is not the end user, will be non returnable nor refundable.
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
The cost of returning the item to us is your responsibility.
The parcel can take up to 7 working days to be returned to our Warehouse, unless sent via special delivery.
Please note due to the nature of our business we are not able to accept returns on used soles, heels or paint.
3 Faulty Item
If the item you received is faulty, please contact red-soles.co.uk by email quoting your order/invoice number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 7 days from receipt of the faulty item to return it to us.
4 Receiving the wrong item
If the item you received is not what you originally ordered, please contact red-soles.co.uk quoting your order number, your name and address, details of the product and the reason for return within 48 hours of receiving your goods, and please state whether you require a refund or a replacement. We will then advise on how to proceed with the return.
5 Repaired Items
Items repaired by our total repair service may not be returned. We are unable, once new soles have been added, to change your shoes back to their original condition. All repairs are carried out by fully trained cobblers and are repaired to the highest acceptable standard.
6 Missing Items
Any missing items must be brought to the attention of red-soles.co.uk within 24 hours from the date and time of delivery, if this should fall over a weekend or bank holiday, then this will only apply to the next working day. Notification after this period will not be investigated or credited and will be at the discretion of red-soles.co.uk.
7 Irreparable Shoes
In the unlikely event that our cobbler deems your shoes beyond repair, we will issue a full refund minus the postage price of special delivery to have them returned.
If you are uncertain as to whether or not your shoes are beyond repair, please email pictures via our 'contact us' page in prior to ordering for us to assess.
This returns policy does not affect your statutory rights.
*Note: when trying on items please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation. Avoid contact with perfume, deodorant, hairspray or water. Handle with care and do not apply any unnecessary force.