Refund policy

At NW Footwear, customer satisfaction is important to us. If you are not completely satisfied with your purchase, our Return and Refund Policy explains how to request a return, exchange, or refund. We aim to make the process straightforward while respecting your rights as a UK consumer.

1. Return Period

You may return eligible items within 30 days of receiving your order, subject to the conditions outlined in this policy.

Under UK consumer law, customers generally have 14 days from receiving their goods to notify us that they wish to cancel an online purchase, followed by a further 14 days to return the goods. Our 30-day return policy does not affect your statutory rights.

2. Return Conditions

To qualify for a standard change-of-mind return, items should be unworn, unused, and in their original condition. Shoes should show no signs of outdoor wear and should be returned in their original shoe box where possible. Clothing should be unworn, unwashed, and returned with original tags and packaging where applicable. Proof of purchase or an order confirmation may be requested to help us identify your order.

These conditions do not restrict your statutory rights if an item is faulty, damaged, misdescribed, or otherwise does not conform to the contract.

3. Non-Returnable Items

Certain items may be excluded from change-of-mind returns where permitted by law. This may include personalised items and sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

These exclusions do not remove your legal rights regarding faulty, misdescribed, or incorrectly supplied products.

4. How to Request a Return

To request a return, please contact our customer service team with your order number, the item you wish to return, and the reason for the return. Our team will explain the applicable return arrangements and provide the necessary instructions.

Please contact us before sending an item back so that we can help ensure your return is handled correctly.

5. Return Shipping Costs

For change-of-mind returns, customers may be responsible for the direct cost of returning an item, provided this was communicated before purchase and is permitted by applicable law.

If an item is faulty, damaged, misdescribed, or incorrectly supplied, NW Footwear will cover the applicable return costs in accordance with UK consumer law.

Where required by law, original delivery charges will also be refunded. For example, when a customer exercises their statutory right to cancel an entire online order, the refund generally includes the cost of the least expensive standard delivery option offered.

6. Refund Processing

Once your returned goods have been received and assessed, we will inform you of the outcome.

For eligible returns approved under our voluntary policy, we aim to process refunds within 5–10 business days. The time required for funds to appear in your account may depend on your bank or payment provider.

Where a customer exercises their statutory right to cancel an online purchase, refunds will be issued within the legally required timeframe. Generally, the refund must be made within 14 days of receiving the returned goods or, where applicable, receiving evidence that the goods have been sent back, whichever occurs first.

Refunds will be issued to the original payment method unless another arrangement is legally permitted and agreed upon.

7. Exchanges

If you would like a different size or another eligible item, please contact our customer service team.

Exchanges are subject to stock availability. If the requested item is unavailable, we will explain the available options, including a refund where applicable.

8. Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or different from the item you purchased, please contact us as soon as reasonably possible and describe the issue.

Providing photographs may help us assess the problem, but photographs are not a condition for exercising your statutory rights.

We will review the matter and offer an appropriate remedy in accordance with applicable UK consumer law. Depending on the circumstances, this may include a repair, replacement, refund, or another legally applicable remedy.

9. Late or Missing Refunds

If you have been notified that your refund has been processed but it has not appeared in your account within the expected timeframe, please check your payment account and contact your bank or payment provider.

If the refund remains outstanding, contact NW Footwear so that we can review the matter and assist you.

10. Order Cancellations

If you wish to cancel an order before dispatch, please contact us as soon as possible. We will do our best to accommodate your request, although cancellation may not be possible once the order has progressed through processing or dispatch.

Your statutory cancellation rights for eligible online purchases remain unaffected by this provision.

11. Statutory Rights

Nothing in this policy excludes or limits your rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If any provision of this policy conflicts with your statutory rights, your statutory rights will prevail.

12. Contact Us

If you have any questions about our Return and Refund Policy, or need assistance with a return, exchange, or refund, please contact NW Footwear at help@nwfootwear.shop or call +44 1924 439049. You can also write to us at 41 Clarence Avenue, London, SW4 8LF, United Kingdom. Our customer service team will be happy to assist you with your enquiry.