Returns, Exchange and Faulty Items


All returns must first be agreed with the “Company”,  THE SHOE ROOM before any items are sent back. Please note we will not sign for any unexpected packages.

We will be happy to refund any items purchased if you notify us within 14 days that you would like to return the item. You will then have a further 14 days to return the item. We ask that the items arrive back to us in their original condition, with all tickets and tags attached.

We do ask that footwear boxes and similar packaging is wrapped in extra packing. We won’t be able to accept any returns where postage labels, stamps or similar have been applied directly to the product packaging.

Please Note: we must be able to match all returns to the original web order number and goods must be re-saleable with all tags attached.

All refunds exclude postage costs, as agreed in our terms, unless a mistake has been made by us. We can only refund to the card or payment method used for purchase.

If items returned have any defects caused by the customer, removed tags and deemed un-sell-able we reserve the right to reduce the refund value.


We are happy to exchange items for a different size, different colour or different garment within 28 days. If there is a difference with the cost we will contact you for payment or refund.

Sale and discounted items

Sale or discountinued items can not be returned for a refund.

What if my order wasn’t correct?

Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please contact us. Please provide order number and item details to speed up the process.

What if the item is faulty?

Items have gone through quality checks by the supplier and have been looked over in store before shipping but every so often a fault may be missed. If you believe an item you have received is faulty please contact us asap.


01302 360 985