Due to the current situation with Covid-19, we have extended our returns policy to 30 days for orders from 23rd March onwards. Please note items from our 'sale' section are still non-returnable.
Our policy lasts 14 days. If 14 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. All shoes must be tried on inside on carpet. Please note SALE ITEMS ARE NON-RETURNABLE
To complete your return, we require a receipt or proof of purchase or order number.
If you are a UK customer, you can create your Royal Mail returns label here. Please follow the instructions on the Royal Mail page and drop your return off at your closest post office. Please note you will be charged a £2.50 handling charge if you choose to use this service. If you opt for a refund, we will process the full transaction amount (excluding the original delivery charge) minus £2.50 handling charge per order. You can also use this service if you don't have a printer by creating your label and following the instructions here.
If you would like to use your own returns method please follow the steps on the returns form.
If you choose this method, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the original cost of shipping will be deducted from your refund.
We currently only offer exchanges to UK customers. If you would like an exchange please include a note on your returns form of which style/size you would like to exchange for.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item if you use your own courier.
We have partnered with international fulfilment service Global-e to make international deliveries and returns as simple as possible. If you are an international customer and would like to return your item, please click the link here. You can either use your own courier, or create a prepaid shipping label via DHL, where the shipping cost will be deducted from your refund. Please note, your original shipping cost will also not refunded.
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. Please allow 7 working days for us to process your return once its reached us.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please allow 7 working days for this to appear in your bank account.
Late or missing refunds
If you haven’t received a refund yet and 7 working days have passed, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Please note items from our SALE section here https://envyshoesuk.com/collections/sale and 'Lucky Dip' items cannot be refunded or exchanged. These items are final sale.
We offer exchanges to UK customers only. Please follow the instructions above under 'UK customers' and include a note on the returns form of which style/size you would like to exchange for.
If you have received a damaged item, we only replace items if they are defective or damaged upon arrival. Please send us an email at firstname.lastname@example.org to arrange this for you
Unfortunately we are unable to offer an exchange on international orders.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.