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 section 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 30 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 or returns slip, 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 firstname.lastname@example.org so we can put the replacement item aside for you.
*If the items are deemed to have been worn in an un-saleable condition upon their return, items WILL be sent back to you. Before this happens a £4.95 charge will be applied and must be paid before items are released to the courier.
Returning An Item For An Exchange or Credit Note
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 returns procedure highlighted below.
For customers wishing to return their item for a refund using one of our highlighted returns options listed above, unfortunately there is a small charge (listed above) to help cover the costs of being able to provide you with a service. This will be deducted from the refund amount due.
Returning Using a Drop Off Service
If you wish to use our DHL or DPD Returns service the process is simple. Click the "Create Return" button in the box above and complete the email form in order to allow us to generate you a DHL Label above. Alternatively you can send our Customer Services team a message along with; The drop off service you wish to use (DHL or DPD), your; Order Number, Email Address, Telephone Number, Address, Which Items You Are Sending Back, and What you would like (Refund or Exchange)
Once we have received this information we will inform DHL or DPD of your request as a matter of priority, and you will be sent an email from us with your label for you to print off.
If you wish to use the DHL or DPD Courier Collection Returns service,the process is simple. Simply hit the "Request Collection" button above and send our Customer Services team a message along with your; Order Number, Email Address, Telephone Number, Pick Up Address, Which Items You Are Sending Back, and What you would like (Refund or Exchange) not forgetting your preferred date and two hour timeframe for collection (Monday-Friday 9am-5pm)
With DHL - Once we have received your message we will book in the collection with DHL. Once confirmed you will get an email from the courier asking to to arrange a collection for a time that suits you. Once completed you will be able to download you returns label and print off to attach to your parcel ready and waiting for your collection.
With DPD Once we have received your message we will book in the collection with DPD and send you a confirmation . On the day of collection the driver will collect with a label prepared so all you have to simply hand over the parcel
Returns Using Your Own Courier
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
UNITED KINGDOM, RG24 8PE
Parcels Should clearly state *GB Merchandise For Return* on the outside of the Parcel to help avoid any potential issues with customs. This should be made clear to you courier when sending so they can complete the correct customs documentation. This will help to avoid any extra charges at the border. Where as we try to help customers as much as possible we cannot control the process undertaken by UK Customs.
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 email@example.com or call us on +44(0)1256 898690 before we have dispatched the goods to you or
Unfortunately, where 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.
In order to speed up the process, exchanges will be processed for you on the same day your original item(s) have been sent back. Items will be sent to you using the standard delivery option and you will receive your items with in 3-5 Working Days.
Refunds Will Be Processed to your original Payment Method within 72 hours of receiving your items back.
If you have used the returns services listed above, you will receive a notification to let you know that your returns package has been delivered,
Customers who are exchanging an item will be updated with a new Order Confirmation email and tracking number to let them know that the replacement pair has been sent.
Customers who are sending an item back for a refund will receive a notification as soon as thier refund has been processed.
If you have used the Courier Service provided inform us and we can start an investigation with the relevant department. Once the investigation has finished and the parcel has been declared lost we will process a refund/exchange for you depending upon what you have chosen.
If you have returned an item back to us using your own courier, unfortunately we will not able to directly assist you as we are not the sender on record. We will try to assist you if you inform our customer service team. This is why we recommend that you use a service that has suitable cover so that if needed you can process a claim through directly.