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Delivery and Returns

Delivery information and charges

Orders placed via startriteshoes.com can only be accepted from, and delivered to, residents from the UK. Please note that for our purposes, this includes England, Northern Ireland, Scotland and Wales and the Channel Islands.

Regrettably we cannot deliver outside of the UK. However, Start-Rite shoes are also stocked in 38 countries worldwide, many of our international retailers are listed on our STOCKIST LIST.

Orders placed before 4pm on a working day will be dispatched the same day. Orders are sent with Royal Mail and delivery times will depend on the delivery option you select. Please use the tracking number in your despatch confirmation email to track your parcel. If you are unable to track your parcel please contact our Customer Services department quoting your order number. Orders placed on a non-working day or after 4 pm on Friday will be dispatched the next working day (for our purposes a ‘working day’ is Monday to Friday, not including bank or public holidays). Once your order has been dispatched we are unable to change the delivery address.

We offer two options for delivery. Our standard delivery option costs £2.99 per order and is sent via Royal Mail. These orders are typically sent the same when ordered before 4pm (except for orders placed on non-working days or after 4pm on Friday) but sometimes the following working day in peak times. These orders would be delivered within 2-4 working days.

Our next day delivery service costs £4.99 per order and offers the option of delivery the following day (excluding Sunday). For orders placed before 4pm on a working day we will aim to have these delivered via Royal Mail the next day. A signature on delivery is required.

Delivery times may vary depending on the exact location that the goods are to be delivered to. We are unable to deliver the next day to addresses in the following postcode areas: BT, GY, HS, IM, JE, KW, PA61-PA75, PH30, PH41-PH44, ZE.

If Royal Mail are unable to deliver your parcel they'll leave a card with further instructions. Typically, this will be with collection instructions from your local Sorting Office or Post Office. Royal Mail will hold your parcel for 18 calendar days. After this time your parcel will be returned to our distribution centre and a refund will be issued back to your payment card for the value of the order. You will receive email notification of cancellation from our customer service department. If you would still like the goods that you originally ordered, you'll need to place your order again via our website. Please note that in such instances, we reserve the right not to refund delivery charges.

For orders weighing more than 20kg or with a parcel size over 610x460x460mm we will use TNT to deliver.

Free delivery

Free standard delivery will be automatically available to select in checkout on orders for full price items only during promotional periods. Please note that free delivery will not be available with use of a promotional code or certain offers. When ordered independently measuring gauges will benefit from free standard delivery.


Returns policy and process

While we’re sure you will love the shoes you’ve ordered, we understand that you might need to return them. startriteshoes.com offers a free returns service via Royal Mail for all UK returns.

Only goods purchased on startriteshoes.com can be returned using the procedure outlined below and cannot be returned to a retailer stocking Start-Rite product. Likewise, goods purchased via a retailer stocking Start-Rite product cannot be returned directly to startriteshoes.com.

To make a return for a refund, please follow the instructions below. Unfortunately, we are unable to offer exchanges.

Any unwanted items must be returned to us within 28 days of receipt. All goods, including any gift with purchase, must be returned to us unworn and in the original box, complete with all labels.

  • Please re-pack the items you wish to return in the original box or packaging and enclose the completed returns form.
  • Peel off the pre-paid returns label from your invoice and attach it to the outside of the parcel, covering your address.
  • Take your parcel to the Post Office. We recommend that you get proof of postage and keep it in a safe until you receive your refund, as the goods are your responsibility whilst in transit to us.

If you have a large number of items to return, please follow the instructions on the back of your invoice or contact our customer service team for further help at customer.services@startriteshoes.com or call 0344 561 7263.

Measuring gauges can be returned by following the same process but they must be returned unused and unassembled.

You must return the goods 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.

On receipt of your return you will receive a full refund of the price paid. The delivery charge will also be refunded if the whole order is returned within 28 days. If only part of an order is returned, the delivery charge will not be refunded. We will process your refund as soon as possible and in any event within 14 calendar days once the parcel has been received

Unfortunately, we are unable to offer an exchange or replacement service, if you would like an alternative size or style, or need to replace the shoes, please place a new order.

You have the right to cancel your contract within 14 days of receipt of the goods. You then have 14 days to return the goods to us. The easiest way to do this is by following the procedures detailed above. If you wish to notify us of your intention to cancel the contract, please email us on customer.services@startriteshoes.com

Faulty Goods

Without prejudice to your statutory rights.

If you think that your goods are faulty please either contact our customer service team or return the goods following the returns procedure on the back of your invoice. We advise against repairing any faults as we are unable to reimburse you for the repair. It could also invalidate your return if the initial fault is no longer visible. If your invoice has been lost, please contact Customer Services on customer.services@startriteshoes.com or call 0344 561 7263 for the freepost details.

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 their return and refund the price of the goods (we are unable to offer replacements)
  • if the items are found not to be faulty, return them to you

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, we would expect children's shoes to remain in good condition for three months during normal wear, however we are happy to accept them back for an assessment after this period.

If on receipt of your parcel it is damaged, please refuse to accept the parcel and our delivery company will return it to us. If you are out at the time of delivery and it is left according to your instructions and you find it to be damaged, please contact customer.services@startriteshoes.com and quote your order number.

Please note that goods purchased through a retailer need to be returned to that retailer.

Free items

When ordering goods that include a free gift as part of a special offer, the free gift is only available with the purchase of a pair of shoes. Free gifts are not available on the purchase of shoe labels or gauges.