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Returns


UK Orders

Online Returns and Cancellation Policy

We hope that you will be delighted with your purchase from us. But if you need to make a return for any reason we will be happy to help. This page explains our returns policy and how to go about making a return should you need to.

You can return goods you have ordered from us if Merchandise is not satisfactory or which does not correspond with its description or which fails to comply with any other item implied by the sale of Goods Act 1979. Goods must be returned / exchanged within 14 days (from receipt of goods) in their original condition after this we reserve the right to accept a refund or exchange.

Before returning your items to us, please check:

  • The items for return are unworn, in re saleable condition, complete with all swing tags & original packaging
  • You have included your original invoice, with your preference for exchange or a refund.
  • If you wish to exchange your items, remember to specify for which product, colour & size, using the space provided on your invoice or on your returns form. We recommend that you send us a quick email at customerservices@walklondonshoesco.uk so we can put the replacement item aside for you.
  • Download a Walk London returns form here

Returning An Item For An Exchanges or Credit Note - UK Customers

For customers wishing to return their item for an exchange or credit please note that we offer a returns label free of charge. To do this simply follow the online returns procedure highlighted below. For customers wishing to return their item for a refund using our online portal unfortunately there is a  charge of £4.95 to cover the costs of the service. This will be deducted from the refund amount due.

How To Return Your Item(s) - UK Customers

Process You Return Online

For customers based in the UK you can now use our online returns portal to send your items back to us using Collect +. Allowing you to drop your item(s) to any registered Collect  + store 7 days a week, there are over 5,000 stores nationwide, which can be found by clicking here.

Priced at £4.95 - which will be deducted from your refund - the service is available to customers by using our online returns portal to generate a label all you have to do is carry our the following steps.

    Access Our Online Returns Portal

    • Enter the email address or telephone number associated with your order
    • Select the item(s) that you wish to return by marking the quantity field
    • Select the reason why you would like to return your item
    • Select your refund method - Refund / Exchange / Credit Note
    • Once your return request has been submitted you will be generated a return request number and a returns label will be generated and send to the email address that you have provided.

    Once you have received your label print if off and attach it to the front of your parcel - with the Returns Form included inside the box - and drop it off at your local collect plus Drop Off point. Once we have received your item(s) back we will send you an email. We will also send you an email to let you know when your selected refund method has been processed.

    Returning An Item Using A Courier Of Your Choice

    If you'd prefer to use a different courier, that's not a problem but we recommend that you insure the parcel to the value of the item(s) you're returning as we cannot be held liable if your parcel is lost in the post. We also recommend that you use a recorded delivery so that you can track your parcel online.

    You can send your parcel back to us at the below address

    WALK LONDON

    DEVONSHIRE HOUSE

    AVIARY COURT

    BASINGSTOKE

    UNITED KINGDOM, RG24 8PE

     

    If you wish to cancel or make amendments your order:

    If you have placed an order and have changed your mind not to worry. You can cancel or make amendments to your Walk London order before your order has been dispatched using the below methods.

    (a) You can notify us by email to customerservices@walklondonshoes.co.uk or call us on 01256 898690 before we have dispatched the goods to you or

    (b) Unfortunately, here goods have already been dispatched to you, we have no way in stopping the parcel. If this is the case you can return goods to us in accordance with the clause(s) set out above.

    International Orders - Customers Outside The UK

    If you are seeking to return your item(s) from outside the UK you we accept goods back within 30 days of receiving your goods - in accordance to the long distance selling act. 

    Unfortunately we do not currently have a dedicated returns portal / service available to revive goods from outside the UK- although this is something we are working upon. We therefore ask all customers outside the UK to use a secure tracked and signed for delivery method of your choice. We do have account rates available with DHL our international logistics partner who are able to provide parcel drop off and collection services. If you are interested in a DHL returns label or would like a quote to send your item(s) back to use then please email  customerservices@walklondonshoes.co.uk

    To help speed up the process and to avoid customs duties when your parcel passes through UK Customs we request that all parcels returned back to us clearly states *// UK MERCHANDISE RETURNS //* . Unfortunately we cannot cover the costs of duties and taxes should your parcel incur any charges.

     

    Tax & Duties

    Import duties and taxes may be charged on orders shipped outside the EU. These are set by the Customs Authority of the destination country. If applicable you will be notified by the relevant customers authority. Unfortunately we cannot control these charges and you will be liable for paying any duties, taxes and fees when you receive the order.