Return & Refund Policy

At Emerald Shoes Ltd,customer satisfaction is important to us. This Return & Refund Policy is designed in line with UK consumer protection laws and Google Merchant Center requirements to provide a clear and reliable shopping experience for customers purchasing shoes, socks, laces, and shoe soles.

1. 30-Day Return Policy

Customers may request a return within 30 days of receiving their order.

To be eligible for a return:

  • Items must be unused, unworn, and in their original condition
  • Products must include original packaging, tags, and accessories
  • Proof of purchase or order confirmation is required

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

The following items cannot be returned:

  • Used or damaged products
  • Opened socks or hygiene-related items
  • Customized or personalised products
  • Clearance or final sale items
  • Gift cards

3. Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact us within 3 days of delivery.

Email: support@EmeraldShoes.shop

Please include:

  • Your order number
  • A brief description of the issue
  • Clear photos of the item and packaging

We will arrange a replacement or full refund where applicable.

4. Return Process

To start a return request:

  1. Email our support team at support@EmeraldShoes.shop
  2. Wait for return approval and instructions
  3. Ship the item back using a trackable delivery service

Unauthorized returns may not be accepted.

5. Return Shipping Costs

  • Customers are responsible for return shipping costs for unwanted items or size exchanges
  • We cover return costs for damaged, faulty, or incorrect products
  • No restocking fees are charged

6. Refunds

Once your return is received and inspected:

  • Approved refunds are processed to the original payment method
  • Refunds are typically completed within 3–5 business days
  • Original shipping charges are non-refundable unless the error was ours

You will receive an email confirmation once your refund has been issued.

7. Order Processing & Cut-Off Time

  • Order Cut-Off Time: 2:00 PM (GMT/BST), Monday to Friday
  • Orders placed after the cut-off time will be processed on the next working day
  • Orders placed on weekends or UK public holidays will be processed on the next business day

8. Contact Information

Store Name: Emerald Shoes Ltd
Address: 190 Stamford Hill, London, N16 6RA, England, United Kingdom
Phone: +44 20 8800 2176
Email: support@EmeraldShoes.shop

Customer Service Hours

  • Sunday: 11:00 AM – 5:00 PM
  • Monday – Tuesday: 10:30 AM – 6:00 PM
  • Wednesday – Thursday: 10:30 AM – 6:00 PM
  • Friday: 10:30 AM – 12:30 PM