Returns & Exchanges

Other than where products are defective, products must be returned to us in their original packaging in a “new and unused state,” with all original labelling attached and a copy of the invoice within 28 days of order confirmation.

PLEASE NOTE: “new and unused state” means that there are no marks on the products or any wear on the tags. For example, we will only accept the return of shoes or boots which have been tried on a carpeted surface before wear and the soles are unmarked. We do not sell used products and will not accept any item with any sign that it was used. All returned products will be subject to a Quality Control check on return receipt. If the returned goods do not meet Quality Control standards then they will be returned to you at your cost.

It is your responsibility to make sure that any goods being returned are fully insured whilst in transit to us.

Subject to exceptions above, refunds for all undamaged goods returned with labels and packaging intact which meet our Quality Control procedure will be credited to the original purchaser’s payment and, where applicable, VAT.
Refunds to you will be made within 14 days of the date of cancellation notice, provided that the goods have been received.

We will not issue credit notes for use through the Online Boutique or instore.

Please note: Any items stamped, engraved or otherwise personalised cannot be returned unless faulty.

If you are not happy with your order for any reason then you can return it for exchange or refund within 28 days of delivery.

For U.K customers return details and a pre-paid returns label are included in your shipment. If for any reason you require a new label please click here and use the form to request a label and we will email one to you.

For non-U.K orders please click here to access our international returns portal.

Refunds can only be credited to the original payment method and will be processed within 14 days.

You must return any goods to us in their original packaging in a “new and unused state,” with all original labelling attached and a copy of the invoice.
Personalised items (embossed, engraved or embroidered) cannot be returned or exchanged unless they are faulty.

Goods can also be returned in person at our Audley House store for refund or exchange. Proof of purchase is required in the form of the original dispatch note. Photographic identification may also be required. In-store refunds can only be processed using the original transaction method via our website and may take up to 7 working days to process.

Returning gifts

If the product ordered from our e-Boutique is a gift and the recipient wishes, for example, to exchange the product for a different one, they may return the gift at any time during the thirty working days beginning from the day following delivery of goods. Their right to return the goods is subject to exceptions listed above.
The person having received the gift may exchange the goods for other goods of the same value or more provided that they pay the price difference together with any additional shipping costs.

We will not issue credit notes for gifts for use through our Online Boutique or instore.

If the gift is not of satisfactory quality, not fit for purpose or not as described then it may be returned for a refund provided a full explanation is given. The refund is made to the donor of the gift and not the recipient.

If your item is faulty, please contact our Customer Service Team who will be able to assist you.