Refund policy
Returns
We accept returns and exchanges on eligible items.
If you wish to return an item, you must contact us and return your order within 14 days of receipt.
To arrange a return, please contact us through our contact page or email us at:
Items must be returned in the exact condition they were originally sent in. This means:
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Unworn
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Unused
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Undamaged
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In the original packaging
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With all tags, accessories, spare laces, boxes, labels and any other included items
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Free from marks, odours, creasing, wear or damage
All returns are fully inspected upon receipt. If an item is returned worn, damaged, marked, missing packaging or not in the same condition it was sent in, we reserve the right to refuse the return or make a deduction from the refund to reflect any loss in value.
We do not offer free returns. The buyer is responsible for the cost of returning the item.
Returns must be sent using a tracked and signed-for postage service, fully insured to the value of the item. We are not responsible for return parcels that are lost, delayed or damaged in transit.
Please keep your proof of postage and tracking information until your return has been fully processed.
Exchanges
Exchanges may be available depending on stock availability.
If you would like to exchange an item, please contact us as soon as possible. If the replacement item is unavailable, we may offer a refund instead.
Non-Returnable Items
We cannot accept returns on:
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Gift cards
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Items that have been worn, used or damaged by the customer
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Items returned without their original packaging, tags or accessories
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Items that are not returned in the same condition they were sent in
Sale items may be returned where required by your statutory rights. This does not affect your legal rights.
Refunds
Once we receive your return, we will inspect the item and notify you whether your refund has been approved.
If approved, your refund will be processed back to your original payment method within 7 business days.
Please note that your bank, card provider or payment provider may take additional time to process and display the refund in your account.
If more than 15 business days have passed since your refund was approved, please contact us at:
Original delivery charges may not be refunded where you selected a premium or upgraded delivery service beyond our standard delivery option.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, faulty, defective or incorrect, please contact us immediately so we can assess the issue and resolve it.
Please include your order number, a description of the issue and clear photos where relevant.
This does not affect your statutory rights.
Important Age Warning for Older Footwear
Please note that footwear over 7 years old should be considered a collector’s item.
Older footwear may become fragile with age, even if unworn. This can include sole separation, cracking, crumbling, paint deterioration, glue failure or material breakdown.
Any footwear over 7 years old is worn at the buyer’s own risk. Cheshire Creps is not responsible for age-related wear, deterioration or damage that occurs after the item has been worn or used.
We recommend that older pairs are purchased for collection, display or light use only.
Your Statutory Rights
Nothing in this policy affects your statutory rights.
If an item is faulty, not as described or not fit for purpose, you may have additional rights under consumer law.