Returns Policy | Robinson's Shoes
We want you to be 100% delighted with your purchase from Robinson’s Shoes. On the rare occasion where you might need to return your item(s), here are our simple returns policy notes. These terms do not affect your statutory rights.
Online purchases must be returned by post with the completed returns slip provided included with your item(s). You can also drop off online returns to one of our stores; please package the returns form along with the item(s). Items purchased online and returned in-store will be processed as per our online returns policy. In-store purchases must be returned to the store you originally made the purchase from.
The customer accepts responsibility for the returned goods until they reach us. For online purchases, we suggest you use a secure delivery method, which requires a signature upon delivery, such as Royal Mail First Class (Recorded Delivery). In cases where a returned item(s) is damaged in transit to us or the item(s) fails to reach us, a refund or replacement will not be issued.
When processing a refund for returned Products, we will refund by the original method of payment (including if you originally paid in vouchers) and you will receive an email confirming the refund amount.
If we decide not to process any refund you will be contacted by our Customer Services department.
We will refund unwanted goods that are in their original unworn/unused condition within 30 days. For in-store purchases this is 30 days from the date you purchased the item(s). For online purchases this is 30 days from the date on which you received the item(s). It is the buyer’s responsibility to pay for the return postage of goods purchased online.
We will not accept the return of any item(s) that has been modified, this includes but is not limited to the application of shoe care products, footwear that has been re-soled, footwear that has been stretched, belts that have been resized.
Any complimentary item(s) including but not limited to spare laces, shoe horns and shoe trees received with your purchase must also be returned in an unused condition in order for us to process a refund or exchange.
If you return one item bought as part of a multi-buy discount offer (for example buy one get one half price or buy 2 get 10% off) you will be refunded the full price of the item less any discount applied to your order in relation to the offer.
Refunds will only be made after the returned product has been received by us. Payment will be refunded within 10 working days of our receipt of the product.
All items must be returned with their original shoe box or packaging intact for both online and in-store purchases.
If you wish to return an item to us that is faulty or that you did not order, or for any other reason which is our fault, please contact us on [email protected] to inform us and we will arrange a refund or replacement. In the event of you returning faulty goods to us that were purchased online, we will also reimburse the return postage cost. For faulty goods purchased in-store, please return the item(s) to the store you purchased from and we will be happy to arrange a refund or replacement.
For international returns, please ensure you complete a customs declaration and attach it to the returned parcel. This must detail the contents of the parcel as 'Returns Shoes', otherwise the customs fees will be invoiced to you.