Returns Policy
To return your purchase it must be returned in new condition (i.e. unworn) with the original box and swing tags, labels etc. The box MUST be repackaged securely by yourself (repackaging the box is not the couriers responsibility) inside a plastic bag or cardboard box and must not have any tape or labels stuck directly to the shoe box - Your return must also contain your original packing slip or a short note with your name and order number, within 30 days of it being delivered.
If you require an alternative product you will need to place a new order as your original will be refunded upon return. i.e. we do not operate an exchange service.
In instances where your return contravenes these conditions (i.e. damaged or defaced box) your return will be refused or incur a charge (at our discretion) to reflect the impact this will have on re-selling the product.
UK ReturnsClick to View
We understand the cost of returns can be quite high and therefore offer a £4.49 tracked and signed-for returns label using Royal Mail for all UK addresses. To take advantage of this service, simply Click Here and follow the instructions to purchase your returns label.
You can return up to 2 pairs using 1 label (repackage together) - If returning more than 2 pairs, you will need to purchase an additional return label due to the insurance cover only covering 2 pairs per label.
Please note - Return labels are non-refundable, and we would recommend only purchasing after you have received your order and have decided you need to return it. i.e., we do not recommend purchasing a return label at the same time as your order is placed.
Email Us - [emailprotected]
All goods must be returned to:
Giles UK Ltd.
Unit 9A
Meadows Works
Court Street
Trowbridge
Wiltshire
United Kingdom
BA14 8BR
International ReturnsClick to View
If you are located outside of the UK, you have a couple of options for returning your order.
Option 1
You can return your order using your own means to the address below. Once the order is received back, we will refund you in full. We highly recommend using a tracked service to minimise any risk of the item becoming lost.
All goods must be returned to:
Mastershoe
Unit 9A Meadow Works
Court Street
Trowbridge
Wiltshire
United Kingdom
BA14 8BR
Please note, you MUST ensure you state on the customs declaration that this is a Return to Sender/Origin. If an item is returned and not declared as a Return to Sender and incurs customs charges, we will refuse to pay these charges and the item will be returned to you by the courier, once the retention period has passed.
Option 2
We may be able to arrange a DHL collection for you for £29.99 which may be cheaper than posting the item back by other means. To use this service please click here and follow the instructions.
Extended Christmas ReturnsClick to View
Any order placed from the 1st October is valid for extended Christmas returns up until the 31st January the following year.
All returns must follow our normal returns policy.
Items with Possible Manufacturing DefectsClick to View
Should you have concerns about a possible defect with your purchase, you will need to e-mail our customer service team at [emailprotected] , Please provide a detailed account and, if possible, photographs of the problem.
After receiving your e-mail, we may ask you to either:
- Return the product for inspection.
- Return the product for a like-for-like replacement.
- Return the product for a full refund.
In some cases, we may ask you to destroy the shoes and provide photographic evidence, rather than returning them to us.
If we have requested the item to be returned, we will provide you with a free return label. This label should be printed and securely attached to your return parcel.
When handing your return over to the post office, it is crucial to obtain a Proof of Postage receipt. Please retain this receipt until we have received your returned item.
We maintain the right to levy charges for the return postage if the defects are not related to manufacturing errors, or if items are sent back without prior communication with us.
It is important to note that returns should be made within a reasonable timeframe, specifically within 30 days following our approval of the return. Should you opt to return the item using your own method, please be aware that we cannot compensate for any postage expenses incurred.
If you are outside of the UK and your order is being returned with a possible manufacturing fault, please contact us with all details and photos of the possible defect, and we will advise you on how to proceed with the return of your item/s.
Email Us - [emailprotected]
In-Store Purchases Returns PolicyClick to View
VALID PROOF OF PURCHASE WILL BE REQUIRED
You may return your purchase to the store for a refund or exchange within 14 days from the date of purchase. All returns MUST be returned in brand new, unworn condition with the original box (where applicable).
We are sorry, we cannot offer a refund/exchange if:
- You are unable to provide a valid proof of purchase
- The item is returned worn
- The item is returned with a damaged / defaced box
- The item is returned without its original shoe box
WORN SHOES RETURNED UNDER COMPLAINT:Worn shoes returned under complaint will need to be inspected at the Head Office before a refund can be agreed/issued, this can take 2-3 working days.This does not affect your statutory rights.
