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Delivery & Returns

United Kingdom Only

DELIVERY

Standard (3-4 Working Days): FREE

Upgrade Options
Express (1-2 Working Days): £4
Express (1 Working Day): £5
Special Delivery (1 Working Day Delivered Before 1pm): £10
Special Delivery (Saturday Before 1pm): £12

RETURNS

If you would like a REFUND, please return within 30 calendar days from the date you receive your item to qualify for a full refund. Our policy is consistent across all items including sale items. You must pay the cost of return yourself or click here to download our returns label from the Royal Mail website. If you decide to use our returns label, we will deduct £3.50 from your refund to cover the cost. If you do not use our returns label you will be refunded in full.

On most of our items we offer customers the opportunity to purchase an ‘Easy Returns’ label at an advance cost of £1.00. Please note this can only be purchased concurrently with the purchase of your item(s) and cannot be bought separately. Our ‘Easy Returns’ label allows you to return your item to us without any deduction from the cost of the item. If you have purchased an ‘Easy Returns’ label, it will be included with your package for your convenience. You simply need to attach it to your parcel and take it to your nearest Post Office branch. You only need to buy one label per order (not per item).

If you purchased any item(s) as part of deal, e.g. 2 for £60 etc and decide to return part of your purchase to us for a refund, we will re-consider your purchase and refund you the amount based on the item(s) you have decided to keep.

We aim to complete all refunds within 7 working days of receiving your item at our returns facility. During busy periods, this guideline time may vary slightly.

Our standard returns policy excludes socks and underwear.

 If you would like an EXCHANGE, you also have 30 days from the date of purchase to return your item to us. We offer exchanges free of charge (postage paid) subject to stock availability. Please download a returns label to return your item(s) to us. Please state clearly on your dispatch note which size or colour you would like as a replacement. Kindly take note, we will not be able to exchange for a different item. We are permitted to exchange for the same item in a different size/colour. If there is a difference in price, we will contact you regarding this.

During sale periods, we strongly advise you to return your item for a refund and make a new purchase for a replacement style or size due to very limited availability.

International (Outside United Kingdom) Only

DELIVERY

We are proud to partner with our international logistics partner DHL on all orders designated for delivery outside of the United Kingdom. If you live in a "remote" area we may use your local delivery network in order to ensure the cost remains reasonable. Where no other cost effective delivery method remains possible, remote area locations will be subjected to an additional 10 GBP delivery charge which will be requested from you as soon as possible.

Transit time guidelines:

USA: 1-2 working days from dispatch
EUROPE: 2-3 working days from dispatch
ROW: 2-4 working days from dispatch

For most European destinations, we charge a flat rate delivery cost.  Meaning you can fill up your basket safe in the knowledge that more shoes won’t necessarily cost you more in shipping!

RETURNS

All items being returned from outside of the United Kingdom must clearly be marked as "returned goods" on your customs paperwork. Failure to do this means your returned package may be subject to tax/duties inbound to the UK. We will NOT be able to pay this and the result will be that your package will be likely returned to you or destroyed by Customs & Excise.

If you would like a REFUND, please return within 30 calendar days from the date you receive your item to qualify for a full refund. Our policy is consistent across all items including sale items. You must pay the cost of return yourself. We do not offer an Easy Returns service for our international customers at the moment. Kindly be advised, we are unable to refund any associated postage costs.

If you purchased any item(s) as part of deal, e.g. 2 for £60 etc and decide to return part of your purchase to us for a refund, we will re-consider your purchase and refund you the amount based on the item(s) you have decided to keep.

We aim to complete all refunds within 7 working days of receiving your item at our returns facility. During busy periods, this guideline time may vary slightly.

Our standard returns policy excludes socks and underwear.

If you would like an EXCHANGE, you also have 30 days from the date of purchase to return your item to us. You are welcome to return your item for an exchange subject to stock availability. Please note, you will be expected to cover the cost of postage both ways if you are exchanging your item.

GENERAL CLAUSES

FAULTY ITEMS

All goods which are suspected as faulty should be reported using our faulty item report page. Every item is checked thoroughly before dispatch. In the rare event an item has been delivered to you with a fault, you must notify us immediately. Please do not continue to wear the item or attempt to repair it as this may invalidate your right to return the product.

SHORTAGES

For orders involving multiple items, we reserve the right to dispatch items separately in order that we may fulfil your order in the quickest and most efficient manner possible. In the event of a shortage, where we have not indicated that there are items "to follow" from your order, please inform us immediately in writing as soon as possible and always within 7 working days of receipt.  Please always retain the exterior packaging and invoice as this will be vital evidence in our investigation.

NON-REFUNDABLE ITEMS

Footwear which has been customised is strictly non-refundable. Customers who choose to have "rubber grip soles" or "added heel height" to shoes or boots will not qualify for a refund in the event the item is not as expected. We advise you to have grip soles and/or heels added locally if you are not sure about sizing.

We are also not able to refund "waterproof protection" which is an added service that cannot be re-stocked in the event of a return. With regards to this, the item itself will be refunded but the cost of the "waterproof protection" cannot be refunded.

ORDER CANCELLATION/AMENDMENT

Unfortunately, once your order has been confirmed and paid for, it will enter our system and cannot usually be cancelled or amended. Please feel free to return your item to us and we can issue a refund in the event you have made a mistake with your order.

TRADE ORDERS

In the event you are buying for business use or for resale purposes and have been offered a group or bulk discount, the order will be deemed a "trade order" and by definition will be deemed non-returnable strictly.

LOCAL AUTHORITIES

If you are representing the purchasing division of a local authority, please refer to our contractual agreements pertaining to the return of unwanted merchandise.

Our Returns Address

Shuperb
Returns Department
Unit 3a & 3b
55 Hastings Road
Leicester
LE5 0BT
United Kingdom

Please ensure you include the completed dispatch/returns note with your returned goods.

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