Hi, Thank you for your email, I am sorry you need to return your purchase. Please see below our returns policy; 'To return an item it must be in 'as-received' condition (i.e. unworn) with the original box (i.e. also unmarked & undamaged) and swing tags, labels etc., and MUST contain the original packing slip or short note with your name & order number, within 30 days of it being delivered. On receipt we will refund your account. If you require an alternative product you will need to place a new order as your original will be refunded upon return. i.e. we do not operate an exchange service. In instances where your return contravenes these conditions (i.e. damaged or defaced box) you will incur a charge to reflect the impact this will have on re-selling the product.' You can either return the item at your own discretion/method, or we offer a pre-paid return label for £4.49 Please visit this link to purchase a return label: https://www.mastershoe.co.uk/returns-label-uk-customers All you need to do is repackage your order and stick the label to the parcel. Then drop it into your local Post Office remembering to take note of the tracking number shown on the label and obtain a proof of postage receipt in-case either of us need to track it. Address for Return - Unit 9A, Meadows Works, Court Street, Trowbridge, Wiltshire, BA14 8BR As soon as they arrive back with us your account will be refunded in full. Please include a copy of your invoice or a short note with your name and order number with the parcel so we can easily identify your order when the shoes arrive back with us, without this information we will be unable to identify your account, and unable to process your refund. Unfortunately all returns are automatically refunded when scanned back into our warehouse, we are therefore unable to offer any exchange. I fully appreciate the inconvenience this causes, but unfortunately where we have expanded onto third party platforms such as Amazon - they enforce an automated refund system which we have adopted across the board to minimise confusion and mistakes. I hope this helps Kind regards,

Hi Thank you for your return request. Please DO NOT use the Evri label provided for it, Evri do not provide enough insurance for your item and we will be unable to offer a refund on the item if Evri lose it. Please use the Royal Mail label provided below. If you wish to return your purchase it must be returned in 'as-received' condition (i.e. unworn) with the original box and swing tags, labels etc. The box must be undamaged (i.e. no tape or labels stuck to the box - we understand there can be slight courier damage) and MUST contain your original packing slip or a short note with your name and order number, within 30 days of it being delivered. On receipt, we will refund your account. Please also note if you require an alternative product you will need to place a new order as your original order will be refunded upon return. i.e. we do not operate an exchange service. All goods must be returned to: Giles UK Ltd (Mastershoe-Myshu) Unit 9A Meadow Works Court Street Trowbridge Wiltshire United Kingdom BA14 8BR Please find below a link to a free pre-paid returns label via Royal Mails returns portal. https://www.royalmail.com/track-my-return/create/1702 All you need to do is follow the instructions and print the label, repackage the footwear and stick the label to the parcel before dropping them into your local Post Office. Please remember to make a note of the tracking number provided with the label (ending GB) - as this will enable both of us to track the return if needed. If you are unable to print your label...no problem...please follow the instructions at the end of creating your label for further assistance. Any items returned outside of this policy will incur a charge/deduction from the refund. I hope this helps. Kind Regards Mastershoe

Hi, Thank you for your message. I'm sorry to hear your order is not suitable. No worries, we do offer a full refund on unworn items - really sorry, we do not operate an exchange service. If you wish to return your purchase, it must be returned in saleable condition (i.e. new and unworn and in their original box). Please refrain from defacing the box (i.e. do not attach sellotape, return labels or any other adhesive to the shoe box) as this will prevent us from reselling the item and may incur a penalty to your refund. The return MUST contain your original packing slip and be returned within 30 days of it being delivered. On receipt your account will be refunded. Please note we do not offer a free returns service and you will need to arrange and pay for the returns method of your choice for correctly supplied, unwanted items. Please also note if you require an alternative product you will need to place a new order as your original order will be refunded upon return. i.e. we do not operate an exchange service. All goods must be returned to: Mastershoe Unit 9A Meadow Works Court Street Trowbridge Wiltshire United Kingdom BA14 8BR We understand the cost of returns can be quite high and therefore offer a £4.49 pre-paid tracked and signed-for returns label using Royal Mail for all UK addresses. To take advantage of this service, please visit this link and follow the instructions: https://www.emailmeform.com/builder/emf/mastershoe/OnBuyReturnLabel As soon as the item arrives back with us, we will process a refund. Hope this helps Kind Regards QuoteEdit

Hi, Thank you for your recent return of your order. I'm afraid due to eBay's managed payments, we are unable to process your refund via the eBay platform. To resolve this, we would like to send the owed refund to your PayPal account. You can do this by one of the following methods: 1. You can visit this link (https://www.mastershoe.co.uk/ebay_refund_request) and enter your eBay userid and PayPal e-mail. This will then be sent to our returns team where your refund will be sent. 2. You can send us a seperate e-mail to our support desk ([email protected]) containing your PayPal e-mail and eBay userid or order number. If you have any questions, please do not hesitate to contact us via eBay or on 01225 344501 Kind regards Mastershoe

Hi, Thank you for your message, If you wish to return your purchase it must be returned in 'as-received' condition (i.e. unworn) with the original box and swing tags, labels etc. The box must be undamaged (i.e. no tape or labels stuck to the box - we understand there can be slight courier damage) and MUST contain your original packing slip or a short note with your name and order number, within 30 days of it being delivered. On receipt, we will refund your account. Please also note if you require an alternative product you will need to place a new order as your original order will be refunded upon return. i.e. we do not operate an exchange service. All goods must be returned to: Giles UK Ltd (Mastershoe-Myshu) Unit 9A Meadow Works Court Street Trowbridge Wiltshire United Kingdom BA14 8BR Please find below a link to a free pre-paid returns label via Royal Mails returns portal. https://www.royalmail.com/track-my-return/create/1702 All you need to do is follow the instructions and print the label, repackage the footwear and stick the label to the parcel before dropping them into your local Post Office. Please remember to make a note of the tracking number provided with the label (ending GB) - as this will enable both of us to track the return if needed. If you are unable to print your label...no problem...please follow the instructions at the end of creating your label for further assistance. Any items returned outside of this policy will incur a charge/deduction from the refund. I hope this helps. Kind Regards

Hi Thank you for your email, I have tracked your order and it is showing as delivered, as this is the case and you are saying you have not received the item, we have completed Royal Mails online form to ask them to look into this and check the GPS tracking on the parcel. As soon as we have had a response from them advising further details, we will come back to you. We will contact you as soon as we have had a response from them. Kind Regards

Hi , Thank you for your email. I am sorry to hear you have experienced a problem with your order. In the first instance could you please provide us with a photo of the problem, we will then be able to come back to you with how we can help. Kind Regards

Hi , Thank you for your email . To explain, a link to your return label was given at the end of the checkout when the returns label is purchased to give instant access. No worries, please see below a link yourRoyal Mail Label page, all you need to do is follow the instructions and create the label Please include a copy of your invoice or a short note with your name and order number with the parcel so we can easily identify your order when the shoes arrive back with us, without this information we will be unable to identify your account, and unable to process your refund. Return Label Link: https://www.mastershoe.co.uk/oauth_gb641gb642 Kind Regards,

Hi, Thank you for your message. I am sorry to hear you have had a problem with your order. To resolve this we would like to receive your order back and refund you in full. Please find below a link to a free pre-paid returns label via Royal Mails returns portal. https://www.royalmail.com/track-my-return/create/1702 All you need to do is follow the instructions and print the label, repackage the footwear and stick the label to the parcel before dropping them into your local Post Office. Please remember to make a note of the tracking number provided with the label (ending GB) - as this will enable both of us to track the return if needed. If you are unable to print your label...no problem...please follow the instructions at the end of creating your label for further assistance. As soon as they arrive back with us your account will be refunded in full. Unfortunately all returns are automatically refunded when scanned back into our warehouse, we are therefore unable to offer any exchange. I fully appreciate the inconvenience this causes, but unfortunately where we have expanded onto third party platforms - they enforce an automated refund system which we have adopted across the board to minimise confusion and mistakes. Please include a copy of your invoice or short note with your name and order number and a short explanation of the problem with the order with the parcel so we can easily identify your order when it arrives back with us, without this information we will be unable to identify your account, and unable to process your refund. Please note, we allow customers a reasonable amount of time to return items under complaint to us - 30 days from receiving a return label - we regret any items returned outside of this period will no longer be accepted and any warranties will be invalidated. Once again, please accept my sincere apologies for the inconvenience caused. Kind Regards,

Hi, Thank you for your message. I'm sorry to hear your order is not suitable. No worries, we do offer a full refund on unworn items If you wish to return your purchase, it must be returned in saleable condition (i.e. new and unworn and in their original box). Please refrain from defacing the box (i.e. do not attach sellotape, return labels or any other adhesive to the shoe box) as this will prevent us from reselling the item and may incur a penalty to your refund. The return MUST contain your original packing slip and be returned within 30 days of it being delivered. On receipt your account will be refunded. Please note we do not offer a free returns service and you will need to arrange and pay for the returns method of your choice for correctly supplied, unwanted items. Please also note if you require an alternative product you will need to place a new order as your original order will be refunded upon return. i.e. we do not operate an exchange service. All goods must be returned to: Mastershoe Unit 9A Meadow Works Court Street Trowbridge Wiltshire United Kingdom BA14 8BR Please ensure all returns are clearly marked as 'Return To Origin'. If a returned item is NOT marked as 'Return To Origin' - we will refuse to pay the custom fees and the item will be returned to you. We may be able to arrange a DHL collection for you for £29.99 which may be cheaper than posting the item back by other means. However this service is not available for all locations. In order to do this please visit this page and follow the instructions: https://www.mastershoe.co.uk/dhl_collection Hope this helps Kind Regards

Hi, Thank you for your message. I'm really sorry to see your order has developed a defect. To resolve this for you, we would like to retrieve the order using a DHL collection and refund you in full. In order to do this please can you visit the link generated below and complete the collection form. Once you have completed the form, we will arrange a collection for you. Once we receive the item back, we will refund your account in full. I'm afraid we do not offer an exchange service due to all order being automatically refunded when received back. DHL Collection Link: http://bit.ly/MShoeDHLrefemailses8646 Please accept my apologies for any inconvenience caused. Kind regards,

Hi , Thank you for your email. As a US brand Timberland print the US size the most prominently on the box and only the US size inside the boots. On the outside of your box it should show in a large bold number 9.5, this is the US size which is also printed inside the boots, underneath the large bold size the label on the box should show the other conversions and show a UK 9. Of course if this is not the case please could you provide us with a photo of the front of the box showing the size information and also a photo of the sizing label inside the shoes and I will send a pre-paid returns label for the shoes to be returned free of charge. If the boots are the correct size ordered but unfortunately do not fit no worries we offer a full refund on return of unworn items. To return an item it must be in 'as-received' condition (i.e. unworn) with the original box (i.e. also unmarked & undamaged) and swing tags, labels etc. and MUST contain the original packing slip, within 30 business days (mon-fri) of it being delivered. On receipt we will refund your account. You will need to arrange and pay for the returns method of your choice for correctly supplied, unwanted items. UK customers please see details below for £4.49 returns service. If you require an alternative product you will need to place a new order as your original will be refunded upon return. i.e. we do not operate an exchange service. We fully appreciate that returning your item could be quite expensive. Therefore, we do offer a pre-paid returns label for £4.49 for all addresses with a UK postcode. To purchase a Returns Label, all you need to do is visit our sister site (mastershoe.co.uk) and select the Returns Label button at the bottom of the page and follow the instructions. Hope this helps Kind Regards