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Delivery & Returns

Delivery

All orders placed with The Online Shoe Shop Ltd are shipped from our UK warehouse and delivered to UK addresses within 1–2 working days. Every order is sent as tracked delivery, so you can follow your parcel from dispatch to doorstep. 

Returns & Refunds

We want you to be happy with your purchase. If you change your mind, we will accept unworn returns that are notified within 7 days of receipt and returned within 30 days of purchase. Please return items in their original packaging and avoid sticking labels or tape to the original box — items returned in non-original condition may be refused. Customers are responsible for return postage costs unless the item is faulty. Refunds for returned products will be issued once the item is received and inspected. 

Exchanges

We do not operate a direct exchange service. To change size or style, please place a new order for the replacement item and return the unwanted pair for a refund following the returns instructions above. 

Faulty, Damaged or Incorrect Items

If you receive a faulty, damaged or incorrect item, we will issue a full refund. Faulty goods should be reported and returned to us — we will refund the product cost after inspection. Note: we cannot accept returns for items that have been worn and show damage resulting from wear.

How to Return

  1. Notify us within 7 days of receipt that you intend to return the item (include your order number and reason).

  2. Pack the item in its original packaging without adding labels or tape to the original box.

  3. Send the parcel back to us (return postage is paid by the buyer unless the item is faulty).

  4. Once we receive and inspect the item, we will issue a refund to the original payment method. Refunds are for the item cost only — delivery and return postage (unless item is faulty) are not refunded. 

FAQs — Quick Answers

  • How long until I get my order? Typically 1–2 working days for UK delivery.

  • Are returns free? Return postage is usually the buyer’s responsibility unless the item is faulty. 

  • Can I exchange for a different size? We don’t offer direct exchanges — buy the correct size and return the unwanted pair for a refund. 

  • What if my item is damaged on arrival? Report it immediately — we will refund faulty or damaged items in full. 

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