Returns & Exchanges
- You can return any shoes in un-worn condition for exchange, credit note or refund for up to 30 days from the date you received the shoes
Any returned items should be wrapped in the way they were delivered, individually in tissue and then as a pair in the polythene bag which should be sealed with tape. (do not put shoes inside the cloth shoe bag)
Please note we do not refund you the cost of delivery to you or the cost of any returns to as our shoes are essentially bespoke to you made-to-order styles.
All refunds requests will be processed within c. 15 working days and although funds will leave our account on the day of refund they may take a further time to clear in your own account as individual banks clearing processes are variable. Please contact your own bank to confirm clearing schedules. If you require refunds faster than this schedule then please mail us with your order details and we will do all we can to speed the process for you.
RETURNS (how to)
To make a return simply click the returns link provided in the dispatch confirmation email we sent you and follow the instructions you will find there.
Or you can go to
where you can easily notify us of your return and print off an address label
(note: address label is not pre-paid)
if you are unable to do any of the above or are having difficulties, then mail us at
firstname.lastname@example.org where we will be very happy to help you further.
When requesting your alternative, please specify the size and style you require on the returns note. If you would like to also e-mail direct as well that is also a please give your order number or delivery postcode as a reference if you can.
RETURNS FOR STYLE EXCHANGE
We are also happy to exchange shoes for another style and will usually do this with no extra charges for the subsequent delivery but reserve the right to limit the number of exchanges we make per order to 3 exchanges. We also reserve the right to apply new delivery charges to be paid before re-sending new styles.
RETURNS FOR SHOES SENT BY US IN ERROR
Fortunately we rarely make delivery mistakes but it does sometimes happen as human error can never be eradicated. However it does happen from time to time (only about c. 1:3000 deliveries at last count). Where this happens we we will cover the cost of return and also give you a suitable compensatory amount as as small apology and make any refunds or exchanges only after the wrongly sent shoes have been returned. In the event that you cancel an order during the order processing period (for both in-stock and made-to-order shoes), we will try to cancel and refund as soon as possible but customers should bear in mind that the production and delivery process involves several independent processes and third parties and that it may not always be possible to locate and intercept orders in time before shoes are dispatched to customers. In this case shoes will be sent to the customer as normal and they should then be returned as part of the standard returns process and terms. By agreeing to our terms and conditions you explicitly agree to this policy. That said, it only happens rarely and we always try very hard to out things right as soon as we possibly can.
If you have received an item as a gift, you may exchange it for a store credit to your PRETTY-SMALL-SHOES.COM account (you will need to register your details) if you can provide proof of payment/an order number from the original purchaser. The amount will be available to be deducted from your next purchase and has no time limitation. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties. .
SPECIFIC TERMS FOR `SPECIAL ORDER` BOOTS
We can accommodate some special alterations on calf and knee length boots. If you would like to have any special alterations (there are specific instructions for this on most boots pages) then call or mail us and we will do all that we can to help you with any changes you'd like. Also, any such alterations will mean that the boots will not be returnable for refunds or exchanges (unless in the unlikely event of a fault in manufacture). This is because any tailored items will not be suitable for re-sale.
Note: When you give us your calf measurements for tailored fit boots then the boots you receive will match your calf measurements on the INSIDE of the boots.
RECEIVING A REFUND
Your refund will either be credited to the original purchaser's credit card or PRETTY-SMALL-SHOES.COM account and will exclude shipping costs, where paid,(with the exception of faulty items and where refunds of shipping are requested which is sometimes valid for non made-to-order items bought in the UK). Refunds will be normally be applied within c.15 working days of the shoes return.
If you require refunds faster than this schedule then please mail us with your order details and we will do all we can to speed the process for you.
Outside the EU, importation customs duties are non-refundable through PRETTY-SMALL-SHOES.COM as it is not us who apply the charges. However, you may be able to recover these by contacting your local customs bureau directly.
Returns outside the time frames detailed above may be accepted at the discretion of PRETTY-SMALL-SHOES.COM but can only be refunded as a store credit. Call or mail us to discuss.
TRYING ON SHOES
All shoes should be tried on a carpeted surface before you decide to keep them as any items that are marked and/or dirty on return will not be illegible for return.
All items must be wrapped for safe return, individually wrapped in tissue (to avoid rubbing or contact during transit) in the same way they were delivered to you. Any items that arrive back damaged as a result of inadequate wrapping will not be illegible for return.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within 3 months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will opt to repair faulty items as a first step.
Shoes that squeak at the beginning of wear are common and normally stop after a few wears as they stretch. Speedier remedies known to work are varied but the most popular is to sprinkle a little talcum powder/baby powder into the shoe (at customers own risk). We would suggest that this be tried first and that they be worn a little longer to `break them in before any return or further investigation is initiated.
Our showroom in Bloomsbury, London as notified on our website and in our emails since June 2018 permanently closed on the 16th of November 2018.
WEBSITE AND ON-LINE SALES ARE NOT AFFECTED.
Customer Services Office Hours:
Mon - Fri 10:00 - 18:00 GMT
Closed weekends and bank holidays
Tel: 0044 (0) 1223 776056
08:00 – 18:00 Monday - Friday
09:00 – 13:00 Saturdays
Closed Sundays and bank holidays