Our Return Policy

Changed your mind? No problem! If you decide to return your footwear, you have 100 days from the date of purchase to do so — whether that's an online order or an in-store purchase at one of our Stores.

Please note that a return fee applies, which is charged at the time you create your return label.

Important: Once you create a return label, you have 10 days to drop off your item(s). This applies to both refund and exchange returns, so please make sure you're ready to send your items back before generating your label.

What if I'm outside the 100-day window? We're unable to accept returns for non-faulty items outside of the 100-day return period. If your shoes have developed a fault, different timescales may apply — please see our [I Think My Shoes Have a Fault] FAQ for full details.

For In-Store Purchases If you bought your items at one of our Stores, simply return them to the store with your original receipt or e-receipt. Please note that in-store purchases returned to store are processed separately and refunds can take 1–3 working days to arrive in your bank account.

When Will I Get My Refund? Once you've dropped off your return, items typically take around 3 working days to arrive back at our warehouse and begin processing. Depending on your original payment method, the funds can then take a further 1–3 working days to appear in your account.

Good to Know

• Refunds are issued to the original payment method used for the order.
• If you used a gift card for part or all of the purchase, the refund will be applied to the gift card first.

Can I Return Multiple Items from Different Orders with One Return Label? No — each return label is specific to the order it was created for. You cannot combine items from different orders into one return. If you have items from multiple orders to return, you will need to create a separate return for each order.

It's also really important that when completing your return in the portal, you select all of the items you are returning and choose the correct reason for each one. Your refund will be based exactly on what is selected, so taking a moment to check this carefully will ensure quick processing and avoid any unnecessary delays.

Do You Offer Exchanges? Yes, exchanges are available for customers in EU countries. When completing your return in the portal, you'll see an option on a per-item basis to either return for a refund or exchange for a different size or colour of the same item — simply select whichever option applies to each item.

Please remember, once you've created your return label you have 10 days to drop it off, so make sure you're ready to send your item back before starting the process.

Received a Faulty Item? If you've received a faulty item, please check out our I Think My Shoes Have a Fault. What Do I Do? FAQ for guidance on how to handle it.

I Received the Wrong Item? If you've received an incorrect item, please refer to our I Received the Wrong Item, What Do I Do? FAQ for assistance.

Have a Revivo order? Revivo is our pre-loved footwear brand with its own dedicated support and policies — visit support.revivo.com for help.