Refund policy

To start a return, visit myaccount.thefootfactory.co.uk  If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted.

 

To exercise your right to cancellation, within 14 days after delivery you can visit myaccount.thefootfactory.co.uk

 

Once Your Return Request is Approved

Please return items in their original condition and packaging (eg box). 

Goods must be unworn and also in their original packaging (ie the box not to be destroyed or defaced). When returning items please put them back in the protective mail bag you received them in or alternative mail bag. If the shoes or box come back to us and are not fit for resale we have the right to refuse a refund.

Please ensure you include with your return, your:

Order Number
Name

Failure to include this information may delay the refunds process as we may be unable to identify your return.

 

- For orders received back to us within 14 days 

We refund the product price only.

- For orders received back to us within 15-30 days

We refund the product price only as gift card. This will be issued to you via the email address used to complete the order.

 

Extended Christmas Returns

Items ordered after the 11th November 2025 can be returned up to 10th of January 2026.

- For orders returned back to us within 14 days of being received.

We refund the product price only.

- For orders returned back to us after 14 days but before the 10th January 2026.

We refund the product price only as gift card. This will be issued to you via the email address used to complete the order.

 

 

Carriers

You can choose which carrier to return items. We are unable to reimburse return postage costs.

 

Damages and Product Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items
Certain types of items cannot be returned for hygiene reasons. This includes but is not limited to:

• Tights
• Underwear
• Earrings

Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Once we’ve received your return, if the item(s) have been returned in original condition and within the returns window, you’ll be refunded to your original payment method. Refunds are generally processed within 15 working days of being received. It can take several days for your bank or credit card company to process and post the refund too.

• If more than 50% of a multiple item order are returned, a 5% processing charge will be deducted from the refund.  
  
• Klarna, Clearpay and AfterPay/Shopify payments will incur a fee when a refund is made of 6% 
  
  
• Customer cancelled orders, will incur a fee when a refund is made to cover payment processing fees, this varies by payment method. Please contact us prior to purchase as this fee varies according to region.
  
  
• If items have been returned without delivery for the following reasons:
  
  - Undelivered items that have not been collected, nor Re-delivery arranged within the holding period
  - Incorrect/incomplete address
  - Recipient moved (gone away)
  - Recipient refused
  
  Our delivery partners subject us to a surcharge for these items and any fees associated with this will be deducted from your refund as well as any non-refundable delivery charges.
  
  

International Returns

• Returns from outside of the UK are subject to a Restocking Fee of £10-£25 per item
  
  
• Prepaid duties for orders to the USA are non-refundable. These are collected and paid to US customs prior to the shipment of the order.