Refund policy

RETURN POLICY

Last updated 09/03/2022

Thank you for your purchase from Robin Elt Shoes. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return the item(s) to us for a full refund, store credit, or an exchange. Please see below for more information on our returns policy.

Returns, Refunds and Exchanges:

If you are not completely satisfied with your purchase for any reason, you may return your order back to us within 45 days of receipt of the goods. If goods aren’t returned to us within this time, we will unfortunately be unable to process a return.

The product that you wish to return must be in a saleable condition and in its original, undamaged packaging (both inner and outer packaging). We advise that you carefully re-pack the goods using the bag in which the goods were delivered. We require that shoes are worn and tested on carpeted areas. We will carefully consider the overall condition of the returned product before making a refund. If we find that the returned product has not been returned to us in a re-saleable condition, we reserve the right to refuse a refund on that item.

Please note that we're unable to comment on faults until we have received and inspected the item(s).

If you wish to exchange an item, please follow the returns procedure. Subject to our terms and conditions we shall credit your original method of payment. 

We do not pay the postage costs of returns and we recommend that you obtain proof of posting as we cannot take responsibility for a return until we have received the goods.

Any returns from Northern Ireland can be made without having to complete a customs declaration form.

The Distance Selling Regulations provide for your cancellation of an order within 7 days of placing it. In this instance, please send an email to info@robineltshoes.co.uk. Where the goods have already been despatched, please return the goods to us in accordance with our returns policy.

Shoe care and foot care products including insoles and laces are non-refundable (this does not affect your statutory rights).

RETURN PROCESS

To return an item, place the item securely in its original packaging.

Please address all returns to the following:

Please include your name, address and order number when returning items.


Please select a return reason code:

A – Ordered 2 or more to try on B – incorrect Fit C – Not as ordered

D – Changed Mind E – Faulty F – Late Delivery G – Other (please give reason)



IN STORE RETURNS

Alternatively, you may make a return in person by taking your goods to any one of Our Stores. You will need to show proof of purchase in the form of the sales receipt or order confirmation email. We shall process refunds to the original card payment so please remember to take it with you.

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least 3 working days from the receipt of your item to process your return.



EXCEPTIONS

For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange.



REFUND DUE TO ORDER CANCELLATION

We may need to refuse an order, which may be for one of the following reasons:

The product ordered is unavailable
Payment authorisation is declined from your card issuer
Product does not pass quality check
Pricing errors
While we endeavour to fulfil your order, on the occasion that an entire order is cancelled, you will be contacted by email. Please allow at least 3 working days from the receipt of your item to process your return.



QUESTIONS



If you have any questions concerning our return policy, please contact us at:



Web contact form

By telephone: 01452 727308 (Monday-Friday 9am-5pm)

By email: info@robineltshoes.co.uk

By post:

Face to face – In store – See ‘Our Stores’



Robin-Elt-Returns-Policy-V1

09/03/2022