Delivery & Returns

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.

Please note only goods purchased on startriteshoes.com can be returned using the procedure outlined below. Please note goods purchased from startriteshoes.com cannot be returned to a store/retailer stocking Start-rite products, and goods purchased via a store/retailers stocking Start-rite products 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 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@start-rite.co.uk or call 0344 561 7263.

Measuring gauges can be returned by following the same process. 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 service, if you would like an alternative size or style 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@start-rite.co.uk

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@start-rite.co.uk 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)
or
• 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 special instructions and you find it to be damaged please contact customer.services@start-rite.co.uk 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.