Refund policy

Simply Shoes Online

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.

You can contact us using:

Simply Shoes Online
Email: [INSERT CUSTOMER SERVICE EMAIL]
Address: [INSERT BUSINESS ADDRESS]

Please include:

Your full name;
Your order number;
The item(s) you wish to return; and
A clear statement that you wish to cancel your order.

You may use the following wording:

"I hereby give notice that I wish to cancel my order [ORDER NUMBER] and return the goods for a refund."

You do not have to use this exact wording. Any clear statement communicating your decision to cancel will be sufficient.

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.

Return postage

For change-of-mind returns, the customer is responsible for the cost of returning the goods to Simply Shoes Online.

We will not provide a prepaid return label for a change-of-mind return unless we choose to do so.

We strongly recommend using a tracked delivery service and keeping your proof of postage until your refund has been received.

Simply Shoes Online cannot accept responsibility for goods that are lost or damaged while being returned by a customer using their own return service, except where applicable law provides otherwise.

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 are entitled to inspect and try on shoes to the extent that would reasonably be permitted in a physical shop.

For example, you may remove the shoes from their packaging and try them on indoors on a clean, suitable surface to determine whether they are the correct size, fit and style.

We strongly recommend that you do not wear shoes outdoors until you have decided that you wish to keep them.

If shoes have been worn or handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, and this handling has reduced their value, we may make a reasonable deduction from your refund to reflect that loss in value, where permitted by law.

Shoes should be returned in suitable condition, preferably with:

The original shoe box;
Original packaging;
Tags and labels;
Accessories or inserts supplied with the shoes.

Please do not attach postage labels or tape directly to the original shoe box. Please place it inside suitable protective packaging.

Your statutory rights are not affected if the goods are faulty or otherwise fail to conform to the contract.

5. Refunds for Cancelled Orders

When you validly exercise your statutory cancellation right, we will refund the payments we are required to refund under applicable law.

This includes the cost of the least expensive standard delivery option offered by Simply Shoes Online.

If you selected a more expensive delivery service, we are not required to refund the additional cost above our standard delivery charge.

The cost of returning the goods to us remains the customer's responsibility for a change-of-mind cancellation, provided we have correctly informed you of this before you placed your order.

We will normally issue refunds using the same payment method used for the original purchase.

We may withhold your refund until:

We have received the returned goods; or
You provide evidence that you have sent the goods back,

whichever occurs first.

We will process refunds within the timeframe required by applicable UK law.

6. Faulty, Damaged or Incorrect Shoes

If your shoes arrive:

Faulty;
Damaged;
Incorrect;
Not as described; or
Otherwise not in conformity with the contract,

please contact us as soon as reasonably possible.

You will not be responsible for the return postage where the return is required because the goods are faulty, damaged, incorrect or otherwise do not conform to the contract.

Depending on the circumstances and your statutory rights, you may be entitled to:

A refund;
A repair;
A replacement; or
A price reduction.

Where appropriate, we may ask you to provide photographs or other reasonable information to help us assess the problem.

Nothing in this section limits your statutory rights.

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.

If you discover a fault after the first 30 days, you may still have statutory rights to a repair or replacement and, in certain circumstances, a price reduction or refund.

Where a fault is reported, we will assess the circumstances in accordance with your statutory rights.

We will not treat normal wear and tear, accidental damage or damage caused by misuse as a manufacturing fault.

8. Normal Wear and Tear

Shoes are subject to normal wear and tear during use.

We are not responsible for damage caused by:

Normal wear and tear;
Accidental damage;
Improper use;
Failure to follow care instructions;
Excessive or inappropriate use;
Modification or alteration of the shoes; or
Damage caused after delivery by the customer or another person acting on their behalf.

This does not affect your statutory rights where a genuine fault existed or the goods otherwise failed to conform to the contract.

9. Sale and Discounted Items

Sale, discounted and promotional products have the same statutory consumer rights as full-price products.

A product being sold at a reduced price does not remove your legal rights if the product is faulty, not as described or otherwise does not conform to the contract.

Where an item is clearly sold with a specific defect disclosed to you before purchase, you cannot normally rely on that particular disclosed defect as the basis for a claim.

10. Exchanges

We do not guarantee exchanges for a different size, colour or style.

If you require a different size or product, you may return the original item in accordance with this policy and place a new order, subject to availability.

For a change-of-mind exchange, the customer is responsible for the cost of returning the original item.

If we supplied the wrong item or the item is faulty, damaged or otherwise does not conform to the contract, we will deal with the matter in accordance with your statutory rights and will not require you to bear return costs that we are legally responsible for.

11. Items That Cannot Be Returned Due to Condition

Subject to your statutory rights, we may make a deduction from a refund where the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to inspect them.

For example, shoes that have been worn outdoors and returned with significant dirt, scuffing or other damage may have suffered a reduction in value.

This does not mean that we can automatically refuse a statutory cancellation simply because a customer has opened the packaging or tried the shoes on.

Each return will be assessed fairly and in accordance with applicable law.

12. If You Miss the 14-Day Cancellation Period

The statutory online cancellation period is 14 days from the day after you receive your goods.

If you do not notify us within this period, your statutory change-of-mind cancellation right may expire.

However, this does not remove your statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.

If you believe your shoes have a fault, please contact us even if more than 14 days have passed since delivery.

13. Return Address

Please contact us before sending your return so that we can provide the appropriate return instructions.

Simply Shoes Online
Returns Department
[INSERT RETURN ADDRESS]
[INSERT EMAIL ADDRESS]

Please do not send a return to an address other than the one provided by us for returns.

14. Proof of Return

We recommend that you obtain proof of postage and use a tracked delivery service when returning goods.

You should retain your tracking information until your return and refund have been completed.

If you choose an untracked service and the goods do not reach us, you may have difficulty demonstrating that the goods were returned.

15. Our Responsibility Under UK Consumer Law

Our products are required to be:

Of satisfactory quality;
Fit for their intended purpose;
As described; and
In conformity with the contract.

We cannot exclude or restrict your statutory consumer rights.

Nothing in this policy is intended to exclude or limit liability where doing so would be unlawful.

If any provision of this policy conflicts with a mandatory statutory consumer right, the applicable statutory right will take priority.

16. Contact Simply Shoes Online

If you have any questions about returns, refunds, cancellations or faulty goods, please contact us:

Simply Shoes Online
Email: info@simplyshoesonline.co.uk
Address: 29 Witton Street, Delves Lane, Consett
Co Durham DH8 7AN
United Kingdom

We aim to deal with all return requests fairly, promptly and in accordance with UK consumer law.

Summary of our return policy

Change-of-mind return: Customer pays return postage.
Cancellation period: 14 days from the day after receiving the goods.
Time to send goods back after cancellation: 14 days.
Original standard delivery charge: Refundable where the statutory cancellation right applies.
Return postage for faulty/incorrect goods: Paid by Simply Shoes Online where required by law.
Faulty goods: Statutory rights apply regardless of our 14-day change-of-mind period.
Sale items: Statutory rights still apply.
Shoes: May be tried on indoors, but excessive handling/use may result in a deduction for loss of value where legally permitted.