Refund policy
We accept returns on eligible items in accordance with your statutory rights.
If you change your mind, you must notify us that you wish to return your order within 14 days of receiving it. You then have a further 14 days to return the item to us.
To arrange a return, please contact us through our contact page.
Return Condition
Please take reasonable care of items while they are in your possession.
Items should be returned in their original condition and, where applicable, with:
- Original packaging and shoe box
- Tags and labels
- Spare laces
- Accessories
- Any other items originally supplied with the product
You may inspect and try on an item in the same way you reasonably would in a shop.
Please do not wear footwear outdoors or use an item beyond what is necessary to inspect its fit, appearance and condition.
All returned items are inspected when received.
If an item has been handled beyond what would reasonably be permitted in a shop and this has reduced its value — for example through wear, marks, creasing, odours, damaged packaging or missing accessories — we may make an appropriate deduction from the refund to reflect that reduction in value.
Return Postage
Unless an item is faulty, damaged, incorrect or otherwise covered by your statutory rights, customers are responsible for the cost of returning their order.
We strongly recommend using a tracked and appropriately insured postal service, particularly for higher-value footwear.
Please retain your proof of postage and tracking information until your return has been completed.
We cannot process a return until the item has been received or appropriate evidence of return has been provided.
Exchanges
Exchanges may be available subject to stock availability.
If you would like to exchange an item for another size or product, please contact us as soon as possible.
If the requested replacement is unavailable, we may instead process a refund and you can place a new order for an alternative item.
Non-Returnable Items
Certain products may be exempt from change-of-mind cancellation rights where permitted by law.
This may include:
- Gift cards
- Personalised or customised products
- Sealed products that are not suitable for return for hygiene reasons once unsealed, where applicable
Items that have been worn, damaged or excessively handled are not automatically excluded from your statutory cancellation rights, but we may make a deduction where that handling has reduced the item's value.
Sale and discounted items have the same statutory return rights as full-price items.
Refunds
Once your return has been received and inspected, we will confirm that it has been processed.
Eligible refunds will be returned to the original payment method.
Where you exercise your statutory right to cancel an online order, refunds will be made within the applicable legal timeframe.
We may withhold the refund until we have received the goods back or you have provided evidence that they have been returned, whichever occurs first.
Your bank, card issuer or payment provider may take additional time to display the refund after it has been processed by us.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as possible after delivery.
If you receive an item that is:
- Faulty
- Damaged
- Incorrect
- Not as described
Please contact us as soon as possible through our contact page.
Include your order number, a description of the issue and clear photographs where appropriate so that we can investigate and resolve the issue.
Where goods are faulty, not as described or otherwise fail to meet your statutory rights, you may be entitled to a repair, replacement, refund or other remedy under UK consumer law.
Older & Vintage Footwear
Some of the footwear we sell may be older, discontinued or collectible.
Materials used in footwear can naturally deteriorate over time, even where a pair has never been worn. Depending on the age, materials and storage history of a pair, deterioration can include:
- Sole separation
- Midsole crumbling
- Cracking
- Paint deterioration
- Glue failure
- Yellowing or discolouration
- General material breakdown
Where a product is particularly old or considered collectible, we will always highlight this within the product description and recommend that it is purchased primarily for collection, display or light use.
Customers should take the age of older footwear into account before choosing to wear it.
Nothing in this section excludes your statutory rights where an item is faulty, materially not as described or otherwise does not meet the requirements of UK consumer law. Contract terms cannot remove those statutory protections.
Your Statutory Rights
Nothing in this returns policy limits or excludes your statutory consumer rights.
Goods sold by Cheshire Creps must be as described, of satisfactory quality and fit for purpose where those legal requirements apply.