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Returns Policy

We hope that you will delighted with your products, if for any reason you are not happy with your purchase you may return it within 14 days of delivery, in its original condition, unworn and with labels intact.
Please contact us BEFORE sending items back by email:

Please remember to ensure your order ID, name, address, telephone number, email address and reason for returning the goods.

You will be given a return ID which must be shown on the front of your returned parcel. (If this ID is not shown on the front your parcel it may not be accepted).

A refund for postage costs for returns will only be given if items were sent to you faulty, if you have simply changed your mind, you the customer are responsible for any postage cost. All refunds will be confirmed before sending back the parcel.

You will have a further 14 days upon acceptance of your return to send the item back to us. Anything other over this time will not be accepted.

Items must be in brand new condition and show no signs of wear with all original packaging, garment tags and labels still attached. Original shoe boxes and other containers that products are sold in are considered part of the product and must also be returned in undamaged and unused condition. Items returned without their branded packaging will not be accepted.

We do not accept items that have been damaged by wear and tear, altered or washed incorrectly (please check washing instructions on all garments before handling). When trying items on, please be sure they do not come in contact with perfumes, sprays, creams or other chemicals, and be sure to try shoes on a soft clean surface.

  • Damage such as snags, scuffs, rips or pulls in goods after they have been worn are considered as general wear and tear. We are not liable for any accidental damage incurred through wear and tear. Piling and bobbling happens as a natural occurrence of the fabric and refunds are not applicable in this case.
  • Refunds or replacements will not be given for shrinkage or damage caused to goods after laundering. The care instructions are tried and tested by all brands, and when followed correctly do not cause shrinkage or stretching. Laundering issues are caused by the temperature or agitation level in the wash being too high, or from tumble drying, we are not liable for any damage incurred through laundering.

*If you are sending back Lelli Kelly shoes, please ensure the "Free gift" is also returned within its original packaging. The reason for this is we only receive one gift per pair of shoes and cannot resell them without this gift. Shoes returned without the gift will not be accepted and may incur an additional charge.

You will be responsible for the item until it reaches us, and we suggest you use a secure delivery method (which requires a signature upon delivery). The cost of returning any item is your responsibility. You will be refunded the full value of the item, less delivery charge.

We reserve the right to charge the actual postage that we have incurred for any item returned that was previously purchased under our free postage promotion. This means if items returned, refund will be less £4.99 delivery cost. 

We are sorry that we will not be able to accept returns after 14 days. Any returns received will be treated as unsolicited items and will not be refunded.

We reserve the right not to refund you if you return items to us outside of our terms and conditions policy. This does not affect your statutory rights.

If a parcel has to be returned to us because the customer: 

  1. Has not collected the item.
  2. Is not available when delivery is made/delivery is refused.
  3. Gives wrong delivery and or contact details

Then any extra postage related costs that we incur to retrieve the parcel will be payable by the customer.


We reserve the right to charge any additional postage that we have incurred for any item sent as an exchange.

Faulty Items

We will try to ensure all items are in perfect condition before sending out to you, if however you find your item(s) to be faulty upon receipt please contact us via email within 48 hours of receiving the item.

All items returned as ‘faulty’ will be subject to a thorough investigation to confirm that the damage is due to a manufacturing fault and not normal wear-and-tear, which is not covered by our returns policy. The item may need to be shipped to the manufacturer for them to assess and decide this, which can take up to 28 days.

  • We have the right to inspect the item; any items deemed subject to wear and tear will not be accepted.
  • If the item(s) is deemed as faulty, where possible item(s) will be repaired or replaced for the same product, in the same size and colour, subject to availability.
  • If the item is unrepairable we will offer you a full or partial Store Credit or replacement (at our discretion) depending on the extent of the damage.

*Please Note: If you are returning unwanted goods you are liable for the cost of returning the items back to us. If you are returning faulty goods this charge will still stand and will only be refunded complete with your order amount when said goods are confirmed as faulty by our customer services department and within the manufacturers guarantee. Please ensure you include the postage receipt in your returned parcel, as proof of cost must be shown. (Only applicable if within 28 day time frame and up to the value of £5 postage costs)

International orders/Importing Fees

Please be aware we are not liable for any importing duty charges. Please check your own countries rules for details on this when purchasing items from the UK.

If a parcel has to be returned to us because the customer: 

  1. Has not collected the item.
  2. Is not available when delivery is made/delivery is refused.
  3. Gives wrong delivery and or contact details

Then any extra postage related costs that we incur to retrieve the parcel will be payable by the customer. We may also charge an admin fee of up to £10 if items if your parcel falls under any of the above categories.

Sale Items, Pre-orders and Payment Plan Stock

Items purchased under SALE/ PROMOTIONAL OFFERS, PRE-ORDERS AND PAYMENT PLANS Are NON refundable, all sale & promotional offer items can be exchanged or a store credit note will be issued that does not expire (within returning 14 days from date received). The customer will be responsible for the postage fee to re-send the exchanged item. Please note all exchanges/credit notes would be minus the £4.49 delivery charge (if you ordered one item or returning your full order and qualified for free delivery the posted fee of £4.49 would then be deducted from your refund)


UPDATE: Due to the Covid-19 pandemic we will strive to maintain our current service however we have made the following changes to our returns procedure:

The health and safety of all our staff and customers means a lot to us so all our returns are currently going through a 48 hour quarantine period before being processed. This means they may take a little longer than usual but we still aim to process all returns within 7 days from the date you sent the item back to us.

Returns will be placed into isolation for 48 hours upon receipt.

Within a further 2-3 business days we will unpack and send you an email to confirm receipt. The details of this will also be posted to your account. You will be refunded via your original payment method. Please note it can take a few more days for your bank to complete the refund, depending on their processing time.

By placing an order you agree to these terms and conditions.
Please contact us via email ( if you have any other questions.