At Emerald Shoes Ltd, we are committed to providing quality footwear and excellent customer service. If you are not completely satisfied with your purchase, this Refund & Return Policy explains the conditions under which returns, exchanges, and refunds may be requested.

Return Eligibility

Customers may request a return within 60 calendar days from the date their order is delivered.

To qualify for a return, the item must meet all of the following requirements:

• Be unused, unworn, and in its original condition.

• Be returned with the original shoe box, packaging, labels, and any included accessories.

• Show no signs of damage, alteration, or misuse after delivery.

• Be accompanied by a valid proof of purchase or order confirmation.

Returns that do not satisfy these requirements may be refused.

Non-Returnable Items

For hygiene, quality control, and customer safety reasons, the following items are generally not eligible for return or refund:

• Shoes that have been worn outdoors or show visible signs of use.

• Products damaged through improper handling or misuse after delivery.

• Clearance, final sale, or specially discounted items marked as non-returnable.

• Items returned without their original packaging or proof of purchase.

Nothing in this policy affects any statutory consumer rights that may apply under applicable law.

How to Request a Return

To begin the return process, please contact our customer support team with your order details before sending any item back.

Please include:

• Your order number

• Your full name

• A brief explanation for the return request

• Photos of the product if it is damaged or incorrect

After reviewing your request, we will provide instructions for completing the return.

Refund Process

Once the returned product is received and inspected, we will notify you of the outcome of your refund request.

If approved, the refund will be issued to the original payment method used for the purchase.

Approved refunds are generally processed within 2 business days, although the time required for funds to appear in your account may vary depending on your bank or payment provider.

Return Shipping Costs

Unless the return is due to our error, customers are responsible for the cost of returning items.

If you receive an incorrect, defective, or damaged product, Emerald Shoes Ltd will work with you to provide an appropriate solution, which may include a replacement or refund where applicable.

Original shipping charges are generally non-refundable unless required by law or when the error is our responsibility.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please notify us within 48 hours of delivery.

To help us investigate quickly, please provide:

• Your order number

• Clear photographs of the product

• Photos of the shipping packaging

• A brief description of the issue

Our team will review the information and respond as soon as possible with an appropriate resolution.

Exchanges

Subject to stock availability, eligible products may be exchanged for another size or replacement item.

Customers wishing to request an exchange should contact our support team before returning the product.

Late or Missing Refunds

If you have received confirmation that your refund has been processed but have not yet received the funds, please first contact your bank or payment provider, as processing times may differ between financial institutions.

If you still require assistance, please contact our customer service team.

Contact Information

Store Name: Emerald Shoes Ltd

Company number:09411987

Email: support@EmeraldShoes.shop

Phone: +44 20 8800 2176

Business Address:

190 Stamford Hill, London, England, N16 6RA,United Kingdom

Customer Service Hours(GMT/BST)

Monday – Thursday: 10:30 am – 6:00 pm

Friday: 10:30 am – 12:30 pm

Saturday: Closed

Sunday: 11:00 am – 5:00 pm

Emerald Shoes Ltd is dedicated to handling returns and refunds fairly, transparently, and in accordance with applicable consumer protection requirements.