Returns, Cancellations and Refunds

Our 30-day returns offer: UK and Canada

Tell us within 30 calendar days after delivery if you wish to return all or part of an order because you changed your mind, including a size that does not suit you. Send the goods back within 14 calendar days after telling us. This voluntary offer is additional to mandatory consumer rights and applies to sale items as well as full-price items.

For this offer, footwear must be unworn outdoors and in resalable condition; you may try it on indoors as you would in a shop. Please return accessories and packaging where possible. Missing packaging or use does not automatically remove statutory cancellation or faulty-goods rights. For a statutory cancellation, any deduction must be legally permitted and reflect handling beyond what is necessary to inspect the item; there is no restocking fee.

UK statutory cancellation

UK consumers buying at a distance may cancel without giving a reason from the time of ordering until 14 days after the day they receive the goods. For goods delivered separately under one order, the statutory period runs from receipt of the last item where the law provides. After notifying us, you have a further 14 days to send them back. An unambiguous email, letter or telephone statement is sufficient; our permission or a return authorisation number is not required.

For cancellation of an entire order within the statutory period, we refund the goods and the cost of our least expensive standard outward delivery. Any extra amount paid for an upgraded service need not be refunded. For a partial cancellation, we refund the returned goods and any delivery amount required by law. For our voluntary change-of-mind offer outside the statutory cancellation period, the original outward delivery charge is not refunded unless the law requires it.

Faulty, damaged, incorrect or misdescribed goods

Contact us when you discover a problem, giving your order details and a description. Photos can help but are not an absolute condition for a legal remedy. There is no 48-hour claim limit and no rule requiring a faulty product to be unused or in its original box. A manufacturing defect is not subject to a blanket six-month warranty cut-off.

UK consumer remedies include the short-term right to reject non-conforming goods within 30 days, and repair, replacement, price reduction or final rejection when the legal conditions are met. Canadian customers retain applicable provincial or territorial quality, fitness, durability and legal-warranty rights, including Québec's legal warranties. We cover reasonable return costs for goods that are faulty, incorrect or otherwise our responsibility. We do not require you to pursue the manufacturer or delivery provider instead of us.

Canadian cancellation and refund rights

The 30-day change-of-mind offer applies in Canada. In addition, provincial or territorial laws may allow cancellation for missing mandatory information, an order that cannot be reviewed or corrected, failure to supply a retainable contract, misrepresentation or non-delivery. These rights are not restricted by the voluntary return window.

In Québec, where the distance-contract rules apply, certain disclosure or contract defects allow cancellation within 7 days after receiving the contract; failure to send a contract within 15 days may allow cancellation within 30 days of purchase. Non-delivery more than 30 days after the agreed written date, or after purchase if no date was agreed, may allow cancellation before delivery. The applicable statutory rules and exceptions control.

Following a valid Québec statutory cancellation, we refund within 15 days after the cancellation notice and cover reasonable return shipping; goods must generally be sent back within 15 days after notice or later delivery. This deadline is not postponed by our ordinary inspection procedure. Where entitled, a customer who paid by credit card can seek a chargeback if the required refund is not made, including the Québec 60-day request period after failure to refund. Other provinces and territories have their own applicable cancellation, refund and card-dispute rules.

How to return and who pays

Email us your name, order reference, the item and whether you are cancelling or reporting a fault. A reason is not needed for statutory no-reason cancellation. Send returns to the UK address below; contact us for practical instructions, especially for an international return. Keep proof of dispatch.

You pay the direct cost of a change-of-mind return from the UK or Canada unless a different offer was expressly agreed. We pay reasonable return costs when required by law or when the item is faulty or incorrect. Canadian customers should identify the parcel accurately as returned goods and keep import documents. Government import taxes and duties paid directly to customs are not refunded by us; you may be able to request a refund from the relevant authority. This does not reduce any amount we must reimburse under mandatory law.

Refund timing, exclusions and exchanges

For UK statutory cancellation, a refund is due within 14 days after we receive the goods or evidence of return, whichever is earlier; if no goods were supplied, within 14 days of cancellation. For other voluntary returns, we process the refund within 14 days after receipt. Any shorter mandatory Canadian deadline takes priority. We refund to the original payment method without an additional refund fee. Your bank's posting time and currency conversion may affect when, and in what local-currency amount, it appears.

Genuinely personalised goods and genuinely sealed health/hygiene products after unsealing can be excluded from no-reason returns only where the relevant law permits; ordinary shoes, socks or insoles are not automatically excluded merely by category. These exceptions do not remove rights for faults or misdescription. For another size or style, request a return and place a separate order; stock is not reserved until confirmed.

Optional cancellation form

You may copy this form into an email or letter, but its use is optional:

To: SHOP 4 SHOES LIMITED, [email protected], Unit 43 Phoenix Business Park, Telford Street, Newport, Gwent, NP19 0LW, United Kingdom.
I give notice that I cancel my contract for the following goods: …
Ordered on / received on: …
Order reference: …
Consumer name and address: …
Date: …
Signature (only if sent on paper): …