Refund policy
Returns & Refunds Policy
We want you to be happy with your purchase. If you're not completely satisfied, you can return your order under the terms below.
Your right to cancel
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 30 days of receiving it, without giving a reason. To exercise this right, please contact us at hello@theshoecharmstore.co.uk within 30 days of delivery.
Returning an item
- Items must be returned within 30 days of notifying us of your cancellation
- Items should be unused and in their original packaging where possible
- You are responsible for the cost of return postage unless the item is faulty or was sent in error
- We recommend using a tracked postal service, as we cannot be responsible for items lost in transit
Refunds
Once we receive your returned item, we'll process your refund within 2 days, to your original payment method. Original delivery charges will only be refunded if the entire order is being returned.
Faulty or damaged items
If your item arrives faulty, damaged, or not as described, please contact us at hello@theshoecharmstore.co.uk with photos of the issue within 30 days of delivery. We'll offer a replacement, repair, or full refund including return postage costs, in line with your rights under the Consumer Rights Act 2015.
Non-returnable items
All items in our range are eligible for return under the terms above — we do not currently sell any items that are exempt for hygiene reasons.
How to start a return
Contact us at hello@theshoecharmstore.co.uk with your order number, and we'll guide you through the process.