Returns Policy
1. Statutory Cancellation Right
In accordance with the Consumer Protection (Distance Selling) Regulations 2000, you have seven working days starting from the day after receipt to notify us of your intention to cancel the contract with us (i.e. if you wish to return the goods that you ordered from us). A working day means Monday to Friday not including bank or public holidays. You will receive a full refund of the price paid.
You must return the goods to us immediately in the same condition in which you received them and at your own risk. You have a legal obligation to take reasonable care of the goods while they are in your possession. Please fill in the returns form enclosed with your order. Please package your items carefully, with each item in its original perfect condition and all labels attached. Shoes must be returned in their original, undamaged box as it is considered to be part of the saleable item. Please do not damage the manufacturers shoe box by using as protective packaging, covering with tape, sticking postage labels directly to the shoes box.
Please remember to label your parcel 'Returned Unwanted GB Merchandise' to avoid import duties when returning items to us from locations outside of the UK.
Please send an email to info@thechildrensshoecompany.co.uk.
If you cancel the contract in accordance with this provision, we will process a full refund as soon as possible and in any event within 30 days. This will not include postage costs. Please note that we do not refund or pay for Returns postage for sale items priced at £15 or less. We will offer a credit note for such sale items, but we will not reimburse the customer the cost of the Returns postage.
Replacement goods must be ordered by placing a new order.
All goods, including any gift with purchase, must be returned to us unworn and in their original packaging, complete with all labels.
2. Faulty Goods
Without prejudice to your statutory rights.
If you think that your goods are faulty, please return them to us at the address shown below. We recommend that you get proof of postage from the Post Office. The goods are your responsibility whilst in transit to us.
On receipt of the goods and after inspection of the goods we will either:
Accept the return and refund the price of the goods plus postage,
or
If the items are found not to be faulty, return them to you at your cost.
Please note that goods will not be deemed faulty if the fault is not a result of manufacture but has instead been caused by wear and tear or misuse. For the purposes of this procedure, goods that have been worn for more than three months will be considered by us to have undergone normal wear and tear (based on industry standards).
3. Returns Address
Returns can be made within 30 days of your order
Free return postage within the UK - subject to 'fair use' policy below
International customers are responsible for the cost of returns.
Upon receipt of your email referred to in Item 1, we will generate a Free Post Returns Label, and this will be emailed to the email address you used when placing the order. The Return Label does not cover 'recorded delivery' - this can be applied and paid for as an extra at Post Offices.
Returned goods must be returned to us in the same condition in which you received them and at your own risk. You have a legal obligation to take reasonable care of the goods while they are in your possession. Please package your items carefully and wrap with sufficient outer packaging, with each item returned in their original, undamaged manufacturers box as it is considered to be part of the saleable item. Please do not damage the manufacturers shoe box by using as protective packaging, covering with tape, sticking postage labels directly to the shoes box. Complete the returns form that was enclosed with your order and enclose it in your package. Apply the label that was emailed to you to the outer re-packed package. Post the package at a Royal Mail Post Office, making sure you ask for a 'proof of posting' receipt. Failure to follow this will hinder your refund. You will remain responsible for the condition and security of the goods until they are received by us at our premises. We cannot be held liable for goods lost or damaged in transit.
Free returns - Fair Usage Policy: We cover returns postal charges on up to 3 items within a 30-day period using the Free Post service. If you return more than 3 items within any 30-day period (and you use the Free Post service on these items) we reserve the right to charge £4.00 per item to cover costs. This will be applied as a deduction from our order refund to you.
Please return all products to:
The Children’s Shoe Company Limited
14 Oxford Road
Marlow
Bucks
SL7 2NL
If you have any complaints or comments, please contact us here.
