Returns

Goods are eligible to be returned for a refund, or to be exchanged for another item, under the following conditions:

• Goods should be returned to us within 28 days of receipt. Goods received after this period may not be accepted, and customers may be required to pay an additional charge for items to be returned to them.

• Goods must be returned unused, undamaged, and unsoiled. When trying shoes on for the first time, we advise the use of a soft, clean surface, such as a carpet, to avoid soiling the soles, which can become marked and show signs of wear very easily. Soiled/damaged goods, which we cannot resell as new, will not be accepted, and customers may be required to pay an additional charge for items to be returned to them.

• Goods must be returned in their original box, with internal packaging. Goods not returned in their original box, or returned in a box which has been damaged/defaced, or without the original internal packaging, may be subject to a €5.00 re-boxing fee. Shoes returned without the included shoe bag will also be subject to a separate €5.00 fee.

• We cannot accept shoes for return which have been modified in any way, such as straps being cut, or additional holes being made.

• Shipping/handling charges cannot be refunded, except in the case of faulty manufacturing.

• For goods being returned from outside of the UK, all packages and documentation must be clearly marked as ‘RETURNED GOODS’ on any customs documentation. Goods which are not marked correctly may be subject to a customs fee which customers will be required to pay.

• Please note that unfortunately we cannot accept returns by FedEx, due to the customs clearance fees which they impose after items have been delivered.

Returns Process

To Return any unwanted items, please send them to us at the address below. Please also complete the returns form provided with the order and include it in the return package.

Ray Rose Ltd.

Unit 8 Magnet Point

Magnet Road

West Thurrock

Essex

RM20 4DR

United Kingdom

Customers are required to cover return postage costs (except in cases where the item is being returned due to a manufacturing fault). They are therefore welcome to return items using whichever delivery service is most affordable/convenient for them. They are not required to return items using the shipping method used to ship the order to them.

Please note that we cannot provide pre-paid return shipping labels. The reasons for this are firstly, it is not possible for us to provide a return shipping label for a standard postal service which would be recognisable, or scannable, by international postal authorities (i.e. we cannot provide a return Royal Mail label which could be processed by an international postal service such as USPS, for example). Secondly, import and export shipping rates differ and we do not receive favourable import rates, so any return shipping label we could provide for a courier, such as DHL or UPS, would be at an equivalent, or higher cost to that which customers would be quoted locally, and would almost certainly be significantly more expensive than using their local postal service.

Returns are normally processed within 2 working days of receipt but can sometimes take slightly longer during busier periods. Once a return has been processed, customers will be sent an e-mail to confirm the refund, or dispatch of the requested exchange item(s).

Exchanging Items

When returning items for exchange, a payment will be required to cover the shipping costs for new items to be sent out (once again, except in cases where the item is being returned due to a manufacturing fault). This cost will be dependent on the preferred shipping method specified on the return form.

DHL and UPS services will be charged at the same rate as new orders, however because we appreciate the difficulties and frustrations of ordering shoes which aren’t suitable, and having to exchange them, we offer a reduced rate for exchange items to be sent by Royal Mail, with 10% off the standard rate for new orders.

If the items requested in exchange are of a higher cost than the returned items, the difference in cost will be added to the additional shipping charge. If the items requested in exchange are of a lower cost than the returned items, the difference will be deducted from the additional shipping charge.

A secure payment link will be sent for payment of any additional charges once we have received the returned item(s) and the new goods are ready to be sent out. Exchange items will not be dispatched until additional charges are settled.

If a requested exchange item is out of stock, an e-mail will be sent to advise its estimated availability date.

Refunds

When items are returned for a refund, once we have received them and they have been checked to confirm that they are in resalable condition, the cost of the goods will be refunded to the card/PayPal account used to pay for the original order.

We can only return funds by the same method that was used for the initial payment and cannot issue refunds to a different card/PayPal account, or directly to a bank account.

Once a refund has been issued, it may take up to 5 working days for the funds to be available.

Faulty Items

When items are returned because of a perceived fault/manufacturing error, we will examine them upon receipt to confirm or refute said fault/error.

Where no fault/error is identified, our standard returns policy (outlined above) will apply.

Where a fault/error is identified, we will offer to repair or replace the item as we see appropriate, or we can issue a refund for the item(s) in question, and the original, related shipping costs.

Furthermore, provided that the goods have been returned by standard post (not by priority/expedited post or express courier), we can reimburse the return shipping cost incurred for said item(s). Where faulty items are returned using a service other than standard post, we can only reimburse costs up to the amount we would charge to ship the item(s) by Royal Mail.