Returns & Exchanges
Last Updated: [Date]
1. Return Eligibility
- Timeframe: 28 days from delivery date
- Condition: Shoes must be unworn, in original packaging with all tags attached
- Proof of Purchase: Original receipt or order number required
2. How to Return
- Initiate your return:
- Online: derbyschuhe.com/returns-portal
- Via your account dashboard
- Package items securely using original box and protective wrapping
- Attach the prepaid return label (UK mainland only)
- Drop at any designated carrier location
3. Refund Process
- Processing time: 5 working days after we receive your return
- Refund method: Original payment instrument
- Exclusions: Original shipping fees non-refundable
4. Exchanges
- Size exchanges available within 60 days
- Subject to current stock availability
- Second shipping fee applies for international exchanges
5. Faulty Items
- Report within 7 days of delivery
- Required documentation:
- Clear photos of defect
- Order confirmation copy
- We cover return shipping for verified defects
6. Non-Returnable Items
- Made-to-order/customized footwear
- Final sale items (marked during checkout)
- Accessories (belts, care products)
7. International Returns
- Customer responsible for return shipping
- Recommended service: Tracked & insured mail
- Refund excludes customs/duties paid
8. Special Circumstances
- Wrong item received: We expedite correct shipment
- Packaging damage: Must report within 24 hours
For assistance, visit our Help Centre at derbyschuhe.com/returns-help