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 90 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.
How to return for UK Customers at a cost of £3.99
We understand the cost of returns can be quite high and therefore offer a £3.99 pre-paid tracked and signed-for returns label using Royal Mail for all UK addresses. To take advantage of this service, simply Click Here and follow the instructions to purchase your returns label.
Royal Mail are offering a collection service for some areas within the UK. This service is available to book at the end of the Return Label process. You will need to print your label BEFORE booking your personal collection.
Please note - This is a charged personal collection service offered by Royal Mail direct and as such is NOT part of Mastershoes Return service and must be purchased and paid for by the person requesting the collection.
As part of Royal Mails Collection Service they are able to collect from a 'Safe Place' please be aware that if you chose your return to be collected from a 'Safe Place' we are only able to offer insurance on the return once it has been scanned by Royal Mail, before this point all liability for the item remains with the customer.
Email Us - (email@example.com)
All goods must be returned to;
Giles UK Ltd.
'Face to face' purchases at our high street stores are not subject to the distance selling regulations as above.
Extended Christmas Returns
Any order placed from the 1st October is valid for extended Christmas returns up until the 31st January the following year.
All returns must follow our normal returns policy.
Can I Return My Online Purchase In-Store?
Absolutely! Simply visit our high street store in Trowbridge with your purchase and relevant invoice. The store will forward your return to our warehouse to be refunded.
PLEASE NOTE - The store is unable to refund or exchange online purchases in-store, and can only forward the return for processing. Please see our store address by clicking here
How to Return for overseas customers
For International returns, you will need to arrange and pay for the returns method of your choice for correctly supplied, unwanted items. We do offer a DHL collection service for £19.99 which can be purchased here:
If you do not wish to use our DHL collection service, you can return your purchase via your own methods to the above returns address. Please note, if you choose to do this, you MUST ensure you state on the customs declaration that this is a Return to Sender/Origin. If an item is returned and not declared as a Return to Sender and incurs customs charges, we will refuse to pay these charges and the item will be returned to you by the courier, once the retention period has passed.
Items with a possible manufacturing defect:
If your order is being returned with a possible manufacturing fault and you are in the UK, please email us with all details, and where possible photo's of the defect and request a returns label. We will then email you a pre-paid returns label which you will need to print and attach to your parcel. Then take your parcel to any Post Office, remembering to obtain a Proof of Postage receipt as this enables us to trace your return. You must retain this until the item has been refunded to your account (i.e. we do not exchange any items, you will need to place a new order). We retain the right to charge for return postage where defects are not due to a manufacturing fault.
Please note you must return your defective product to us within a reasonable time period (30 days) from us agreeing a defect.
If your order is being returned with a possible manufacturing fault and you are outside of the UK, please contact us with all details and photo's of the possible defect and we will contact you on how to return your item/s.
Non received items:
We ship all our items using a tracked and signed for service which is very secure and reliable.
In the rare event your parcel is not received but the tracking details confirm that the parcel has been delievered and signed for at the address on the order and you state you have not received the item. We have no option but to open a claim with the courier, this will take 45 days for the courier to settle the claim one way or the other. They will not allow us to chase the claim until this period has passed. If your parcel is not received and the tracking details do not confirm that the item has been delivered correctly or at all, we will replace or refund your order within 14 business days of being notified once the initial delivery times as laid out by the courier has passed. We regret we cannot refund / replace orders in the event that the tracking shows that the goods have been signed for at the correct address until the courier accepts our claim to the contrary. We apologise for any inconvenience that this may cause.
In-Store Purchases Returns Policy:
In accordance with the office of fair trading, you may return you in-store purchase in sellable condition within 14 days for an exchange or credit voucher to the value of the original purchase.
We do not issue refunds on unwanted shoes where you decide they do not fit or you no longer like them. A refund may be given only if goods are confirmed by Head Office to have a material or manufacturing defect and will be issued in the form of a Head Office cheque.
This does not affect your statutory rights.