RETURNS POLICY
Returns Department: ‘Shoe Runway’, The Cartlodge, Old Park Pale, Mountfield Lane, Robertsbridge, East Sussex TN32 5LD
Introduction
We want you to be delighted with the products you purchase at www.shoe-runway.com. However, we recognise that you may want to return products and we offer a returns policy if for any reason you are not happy with your purchase. This means that if for any reason you are unhappy with your purchase you can return your product to us in its original condition and we may issue a refund, credit or exchange your product in accordance with our returns policy as further set out below.
Refund/Credit/Exchange
This returns policy is drafted to recognise that under European Union law, customers in the European Union have the right to cancel a purchase of our products within 7 days of the day after the date their product was delivered.
The only conditions we apply to our returns policy are that:-
the product with which you are unhappy is returned new, unused and in an unworn condition within the original designer packaging; and
you follow the instructions on how to return your product set out below.
Always subject to our ‘trying on’ policy set out below, ‘new, unused and unworn’ means that there are no marks or dirt on the product (including on the soles of a shoe) or any wear on the product. Please note that we do not sell used products and will not accept any product with any indication that it was used otherwise than in accordance with our ‘trying on’ policy.
“Trying On” Policy: In the interests of providing a quality service we are, of course, happy for you to try on your product for fit and size on a carpeted surface so that you are certain that the product fits.
We strongly advise you to check your product thoroughly on delivery before you remove it from its original designer packaging as a product returned without its original designer packaging will not be accepted and will be returned to you at your cost.
Except for sale products and gift products where the credit given or exchange made available is set out below, all accurately returned products will either be:-
credited as a store credit excluding our return costs set out below;
refunded to the original purchaser’s credit card used for payment on receipt of the correctly returned product and will include sales taxes for all European Union shipments but exclude our return costs set out below; or
replaced with the same product only in the size you have requested always subject to:-
availability;
the return and subsequent delivery costs set out below being at your cost; and
the returned product having undergone a quality control check
within 30 days of receiving and checking of the product.
Sale Products:
This returns policy applies to your product if you have purchased at a sale price. However, only the right to a credit or a product in exchange is available to you refund available to you as set out in sections 2.6(a) and (c) above.
To enable you to use your credit you will also need to register at www.shoe-runway.com so that you can use your credit to place a new order with us on-line up to your credit limit. Any unused credit will remain on your account until your next purchase. Please note that you will be required to pay any difference in cost and any additional shipping, taxes and import duties.
Gift Products:
This returns policy applies to your product if you have received it as a gift. However, only the right to a credit or a product in exchange is available to you refund available to you as set out in sections 2.6(a) and (c) above.
To enable you to use your credit you will also need to register at www.shoe-runway.com so that you can use your credit to place a new order with us on-line up to your credit limit. Any unused credit will remain on your account until your next purchase. Please note that you will be required to pay any difference in cost and any additional shipping, taxes and import duties.
Instructions on how to return your product
As we deliver our products to you for free any returns costs are payable by you. We will only accept returns through our returns service with DHL or you using Royal Mail Special Delivery if you are based in the UK. Please note that all returns for a particular order need to be returned in one shipment. Any subsequent returns from the same order will incur extra return costs.
If you are not happy with your product or need to exchange a product for a different size please e-mail us within 7 days of the day after the date on which the product is delivered to you to returns@runway-shoes.com with your reason for return and whether you will be returning your product by DHL or Royal Mail Special Delivery and we will issue you with a Return Authorisation Number.
If you wish to exchange your product then please also include in your e-mail your required size and we will reserve it for you if the product is in stock.
To return your product you must return your order within 14 days of receipt of your Return Authorisation Number (or in respect of products on sale within 7 days of receipt of your Return Authorisation Number) with our “Returns Proforma Invoice” enclosed inside your package filled in with your Return Authorisation Number and ticking the product you are returning. If you wish to exchange your product then please also indicate your required size.
Returns received outside of the above time frames are accepted at our sole discretion and unidentified returns/exchanges will be returned to you at your cost.
It is your responsibility to have insurance in place to cover any loss you suffer from your product being returned to us under this returns policy.
Returns by DHL
All returns through DHL must use our DHL Worldwide Express account number: 9387298.
To arrange for collection contact your local DHL Customer Service officer who can be found by logging on to the DHL website at www.dhl.com and selecting the relevant country or by calling 08701 100 300 to book a collection time and date.
When arranging a collection time DHL will require our DHL Worldwide Express account number: 9387298, our ‘shoe runway’ returns address as stated above and their airway bill completed by you.
As stated above, we also require our “Returns Proforma Invoice” enclosed inside your package filled in with your Return Authorisation Number and ticking the item you are returning.
When the DHL courier arrives, he or she will also require the completed airway bill with your package and that, for security reasons, the package is left open for inspection by them.
You can track your package’s return to us by visiting www.dhl.com and entering your DHL tracking number.
Returns by Royal Mail Special Delivery
If you are based in the UK we are happy for you to return your product to us under this returns policy using Royal Mail Special Delivery (“RMSD”).
If you use RMSD we will also require our “Returns Proforma Invoice” enclosed inside your package filled in with your Return Authorisation Number and ticking the item you are returning.
You can track your package’s return to us by visiting www.royalmail.com and entering your RMSD tracking number.
Costs of Return
Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Union.
Our indicative return costs are as follows with actual costs depending on the size and weight of the product:-
Service |
1st Item |
Additional Items |
Delivery Times |
|
1-2 days |
2-3 days |
|||
UK |
£10.00 |
|
• |
|
Europe |
£20.00 |
£5.00 |
• |
|
Americas |
£30.00 |
£7.50 |
|
• |
Other Regions |
£35.00 |
£7.50 |
|
• |
UK prices are shown inclusive of VAT. For all other countries local taxes will be applied to the price shown.
Faulty Products
Our products are checked by us before posting, to ensure they are in perfect condition. If they are marked in any way when returned, we will not be able to offer them in perfect condition to someone else - so we will not be able to offer you a full refund.
In the highly unlikely event one of our products break, it is generally for one of two reasons: either they break as a result of unusual or excessive force being applied, for example in an accidental trip or fall, or they were faulty at the time of purchase from our supplier.
If you are sure they were faulty when you bought them, you should return them to us, as we have to inspect them to ascertain whether they were faulty or not when they were supplied to you. If this is not clear from a simple inspection, we may need to send them to our supplier or an independent expert for detailed testing, for which service there would be a fee. When returning a product that you suspect is faulty please follow the same process for returns as set out above.
If it proves to be the case that they were faulty, you would be entitled to a refund, repair or replacement. The postage you incurred in returning them to us would be refunded, as long as you supply a receipt which you must obtain when you post them back. Any further repair to faulty products undertaken will not come with any guarantee.
If it proves to be the case that our product was not faulty at the time of purchase, for example, the fault is due to fair wear and tear, you will not receive a refund for the shoes or the return postage, the shoes cannot be replaced or repaired, and they will be returned to you on receipt of sufficient payment to cover the cost to us of returning them to you. You then have the option of having them repaired at your own expense.
Further Information
Our returns policy is in addition to your statutory rights which remain unaffected.
For any help in relation to the above please refer to our website or, alternatively, contact us directly by e-mailing returns@shoe-runway.com or calling: UK: 0870 8507939; Rest of the World: +44 (0) 870 8507939.
Shoe Runway Limited
27 July 2007