Returns & Refund Policy
Returns, Refunds & Cancellation Policy
Last updated: 12 September 2026
At Simply Shoes Online, we want you to be happy with your purchase. If you change your mind about an order, receive an incorrect item, or experience a problem with your shoes, this policy explains your rights and how we will deal with your return or refund.
This policy applies to purchases made through the Simply Shoes Online website by customers in the United Kingdom.
Nothing in this policy affects or limits your statutory rights under UK consumer law.
1. Your Right to Cancel an Online Order
Under UK consumer law, when you purchase goods from us online, you generally have the right to cancel your order without giving a reason.
You have 14 calendar days from the day after you receive your goods to tell us that you wish to cancel your purchase.
Once you have notified us that you wish to cancel, you have a further 14 calendar days to return the goods to us.
You do not have to give a reason for cancelling your order.
This statutory cancellation right is separate from your rights relating to faulty, damaged or incorrectly supplied goods.
2. How to Cancel Your Order
To exercise your right to cancel, please contact us before the end of the 14-day cancellation period.
Simply Shoes Online
Email: info@simplyshoesonline.co.uk
Address: Suite RA01, 195-197 Wood Street, London, E17 3NU
Please include your full name, order number, the item(s) you wish to return, and a clear statement that you wish to cancel your order.
3. Returning Your Shoes
Once you have notified us that you wish to cancel, you must return the goods to us without undue delay and no later than 14 calendar days after telling us that you wish to cancel.
For change-of-mind returns, the customer is responsible for the cost of returning the goods to Simply Shoes Online. We strongly recommend using a tracked delivery service.
If the goods are faulty, damaged, incorrect or otherwise do not conform to the contract, we will be responsible for the reasonable cost of returning them.
4. Condition of Returned Shoes
You may try on shoes indoors on a clean surface. If shoes have been worn or handled beyond what is reasonably necessary and this has reduced their value, we may make a reasonable deduction from your refund.
Please return shoes with original box, packaging, tags, labels, and accessories where possible. Do not attach postage labels directly to the shoe box.
5. Refunds
We will refund the cost of the goods plus the least expensive standard delivery option. Refunds are issued using the same payment method as the original purchase. We will process your refund once we have received the returned goods.
6. Faulty, Damaged or Incorrect Shoes
If your shoes arrive faulty, damaged, incorrect or not as described, please contact us as soon as possible. You will not be responsible for return postage in these cases. Depending on circumstances, you may be entitled to a refund, repair, replacement or price reduction.
7. Faulty Goods Within 30 Days
Under the Consumer Rights Act 2015, qualifying faulty goods may generally be rejected within the first 30 days for a refund. After 30 days you may still have rights to repair, replacement or price reduction.
8. Sale and Discounted Items
Sale, discounted and promotional products have the same statutory consumer rights as full-price products.
9. Exchanges
We do not guarantee exchanges. You may return the original item and place a new order, subject to availability. Return postage for change-of-mind exchanges is the customer's responsibility.
10. Return Address
Please contact us before sending your return so we can provide the appropriate return instructions.
Simply Shoes Online Returns Department
PO Box 356, Durham, DH8 1JX
Email: info@simplyshoesonline.co.uk
11. Contact Us
If you have any questions about returns, refunds or cancellations, please contact us:
Email: info@simplyshoesonline.co.uk
Address: Suite RA01, 195-197 Wood Street, London, E17 3NU
Quick Summary
Change-of-mind return: Customer pays return postage.
Cancellation period: 14 days from day after receiving goods.
Time to return after cancellation: 14 days.
Faulty/incorrect goods: Return postage paid by Simply Shoes Online.
Sale items: Statutory rights still apply.