Exchange Your Shoes Using Customer Services

You can process an exchange request by speaking to a member of our customer service team via the below methods

If you choose this method we will process a DHL Label for you manually using the details that you provide us. Once completed the label and further instructions will be sent to you from DHL Directly.


Exchange Your Shoes To Us Using Our Online Portal

You are now able to access a DHL returns portal to generate a label through your online WALK London account. A quick and easy solution, you can generate a returns label by following the below steps.

  • Sign into your Walk London Account
  • Click on the order that you would like to exchange
  • If your item is valid for an exchange, a Button will display underneath your Billing Address - Click on the button to access our Returns portal
  • Complete the information requested to send your parcel with DHL. This should already be pre-filled using information provided from your last order.

We request that customers send an item back to us using the Walk London Box in which you received your original order. For the Box Size field, please follow the below guide*

Walk London Shoe Box Sizes
Walk London Single Shoe Box Box Weight 0.8 kg Length 36cm Width 21cm Height 14cm
Walk London Single Boot Box Box Weight 1.0 kg Length 36cm Width 29cm Height 12cm

 

  • Schedule a Courier Pick up with DHL
  • Confirm your return, download the label and attach to the front of your parcel. 

To avoid disappointment, we ask that you email our customer services team to let them know that you are exchanging your item along with the new size or item you would like. We will than place it on hold for you so it does not sell out.

 

Customers Outside The UK

For customers outside of the united kingdom we kindly ask that the below is written clearly on the parcel to help the item through customs:

 

“RETURNED GOOD: GB MERCHANDISE FOR EXCHANGE”

Walk London

Andiamo International Ltd

Devonshire House

Aviary Court

Basingstoke, RG24 8PE

United Kingdom

Next Steps

We will be notified once your parcel has entered the postal system. As soon as we receive this notification, we will dispatch your exchanged pair to the shipping address provided on your original order. If this has changed please request an update by emailing our customer services team on info@walklondonshoes.co.uk

Once your new item has been dispatched you will be updated via email with a new tracking number and link.


Fit Guarantee FAQs

How Long will it take to receive my exchange?

We aim to complete the whole exchange process for customers within a week from you letting us know you would like an exchange. Typically the biggest delay in processing an exchange is the time it takes for us to receive the item back. The sooner this is done, the sooner we are able to dispatch the new item to you.

I would Like My Exchanged Item To Go To A Different Delivery Address To My Original Order

For this to happen we request that you email us the new address details before the new item(s) are dispatched. Once the parcel has entered the postal system there is nothing we can do about amending the address. We will automatically send exchanged orders to the original delivery address unless informed otherwise.

Will I Get New New Tracking/ Order Information Details
Yes! As soon as the new item(s) have been dispatched you will receive a new tracking number and courier information via email to the email address within your original order.

What Happens If I Want To Exchange My Item For A Product That Is Priced Differently?

If the new item that you have selected is more expensive than the price you originally paid, we will still process the exchange for you. If any monies are due our customer services team will email you a payment request for the difference which has to be paid before we can dispatch your new items.

If your are exchanging for a cheaper item then the difference will be refunded to you as a credit note to use against any future Walk London order.

What Happens If My New Item Goes Out Of Stock?

To help avoid disappointment, we encourage all of customers who use our online returns portal to email us with information regarding their new size so we know what to place on hold for you. For customers who process an exchange using customer services, the new size is automatically placed on hold for you. In the very rare case that the new size goes out of stock, a credit note will be issued for the value of the original order so that you can select a new item for exchange.

I Have Changed My Mind And Would Like A Refund

Dont worry, we know this happens in some cases. If this is the case then you will have to let our customer services team know via email. If the parcel has already entered the postal system the price of the label as stated within our returns pages will be deducted from any monies due so that we can cover the cost of providing you with the service. If your new item has already been dispatched, then unfortunately you would have to send your item back to us before any refunds are issued.

The Returns Portal Is Not Working

Unfortunately this is a new system we are operating and we are aware of one or two difficulties that some customers may experience. If issues persist and you would like to use this service, please email our customer services team on info@walklondonshoes.co.uk and we will generate a label for you manually.

Can I Send An Item Back To You Using Another Courier?

You are most welcome to send an item back to us using your own courier. We have selected DHL to help us with this service as they have a track record with us in accurate deliveries and a fast service. If you choose to use your own courier we will unfortunately not be able to cover the cost that you may incur unless agreed in writing with a member of our customer services team.

What Type Of Service Do DHL Provide?

The Service Is express service with a courier pickup with DHL and will return back to us within a couple of days from sending depending upon where about in the world you live.

Is the parcel insured?

Your parcel is insured for the value of goods on your order. If your parcel is lost or stolen, you will still get your exchange and we will process a claim with the insurers.

 


Fit Guarantee Terms & Conditions

You can exchange an item under the Fit Guarantee only if the following terms are met:

  • The items for return are unworn, in re-saleable condition, complete with all swing tags & original packaging
  • You are within your orders returns period - 14 Days for Sale items or 30 Days for full priced items.

You can view our full online returns policy by clicking here