Faulty Item Help

Welcome to our Faulty Item Page, where we address any concerns related to products that may not meet our high-quality standards. We deeply apologize for any inconvenience you may have experienced with your purchase. Your satisfaction is our top priority, and we are committed to resolving the issue promptly.


What to Do If You Received a Faulty Item

We understand that receiving a faulty item can be frustrating, and we sincerely apologize for any disappointment this may have caused. To ensure that we can assist you effectively, please follow these steps:

  1. Contact Our Customer Support: Reach out to our dedicated Customer Support team as soon as possible. You can do this by using the contact for at the bottom of this page; this is the only way we will manage faulty items. 

  2. Provide Details: Please provide us with the following information:

    • Your order number
    • A description of the issue

  3. Assessment and Resolution: Our team will thoroughly review the provided information to assess the fault. We will then offer you the best possible resolution, which may include:

  • Replacing the faulty item with a new one
  • Providing a refund or store credit
  • Offering a repair solution, if applicable

Our Commitment to Quality

We take product quality very seriously, and we deeply regret any inconvenience caused by receiving a faulty item. Rest assured, we are actively working to prevent such issues in the future and continuously improving our quality control processes.

Frequently Asked Questions

  1. Can I return the faulty item without contacting customer support?

    • We strongly recommend contacting our Customer Support team before initiating any returns. This helps us expedite the resolution process and ensures that you receive the most appropriate solution.

  2. How long does the resolution process take?

    • We aim to resolve all faulty item cases as quickly as possible. The duration may vary depending on the nature of the issue and the availability of replacement items.

  3. Do I need to cover shipping costs for returning the faulty item?

    • In most cases, we will provide you with a pre-paid shipping label for returning the faulty item. Our Customer Support team will guide you through the process.

Contact Us

We appreciate your understanding and patience as we work to rectify the situation. If you have any further questions or concerns, please do not hesitate to contact our Customer Support team at 0116 326 0886.

Once again, we apologise for any inconvenience caused and thank you for giving us the opportunity to make it right. Your satisfaction is our utmost priority, and we look forward to resolving this matter to your complete satisfaction.

Contact us
Please include images of the tops and soles of both shoes, along with an image of the fault.
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