Thank you for shopping with us at Tots To Teens Shoe Lounge. We endeavour to do all that we can to hope you love your purchase(s). However, if you are not fully satisfied with the item(s) you have received, you may return the item(s) to us within 28 days of receipt, provided they are in original condition with tags intact. Once items are returned you will be entitled to receive a refund. For item(s) returned after this time we reserve the right to issue a credit note or return the item(s) to you.
We are not able to refund items that appear to have been worn, washed, are not in original condition, or have their security tags removed. Every aspect of the product being returned must be free from signs of wear and odour.
Please be advised we DO NOT accept returns back to our retail store or pop-up locations.
Changed your mind? Your right to cancel
We understand that you may change your mind about something you have bought on our online store.
Unfortunately, due to our processes we are unable to intercept and cancel orders that have just been placed. We recommend that if you have placed an order you no longer require, simply reject the delivery and the items will be returned to us and your order will be refunded in full (unless you chose Special Delivery at which point Standard Delivery cost will apply).
You have the right to cancel within 14 days of placing your order if you simply change your mind. We can offer a refund and request that you return the item(s) unused and with the security tags intact. Please ensure all returned packages are sent via our returns portal link as stated above, if sent outside our portal we cannot take responsibility for items damaged or lost in transit. We aim to process your refund within 14 days of your item(s) being received by us.
If items are undeliverable to you by the courier/postal service, these orders will be held for a defined period of time (varies per company) for you to collect. If uncollected items exceed this limit, they will be returned to us as the sender. All items will be automatically refunded and returned to stock. You will be notified via email of the refund once processed.
Unfortunately, at this time we are unable to offer exchanges.
We are not obliged to provide you a refund until we receive the product(s) back from you or we receive evidence (such as proof of postage) from you that you have sent the item(s) back to us. We strongly recommend that you send the products using a secure or trackable method - e.g. Recorded/Special Delivery - and that you retain your proof of postage.
We reserve the right to reject any return sent beyond the 28 day return period.
If the item is rejected your item(s) will be returned to you along with a letter outlining the reason(s).
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment within approximately two days of being processed. Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement.
Faulty items will be refunded in full, including delivery charges where you have paid for the service or where an “Express”-type service has been selected as per your requirements, in which case the standard cost of delivery will apply.
Please also see the How to Return section(s).
Returning a gift
Please contact us via firstname.lastname@example.org, making sure you provide us with the Order Number beginning # so that we can confirm the purchase details.
The amount paid for the item will be sent as a physical gift card to the delivery address as indicated on the original order.
If you would prefer that the sender’s account is credited for the gift please indicate this in your e-mail and along with your returned item(s).
Please also see the Exclusions and How to Return sections below.
Customers are entitled to a full refund up to 30 days after receiving the goods if they turn out to be faulty. Any item(s) where a fault has been caused due to customers negligence, such as, but not limited to, tears, scuffs from wear or not following the care instructions, we will not be held responsible. Only manufacturing faults will be considered.
Please contact us via email email@example.com or, if urgent, call us on 0203 846 88 88. Please provide your Order Number (begins #) as well as much information as you can regarding the fault, including images where possible to enable us to advise you quickly and correctly on the best method for resolution.
We will contact you in writing to confirm the next actionable steps within 2 working days.
How to Return
If you choose to return your item(s) we aim to process your return within 14 days of receipt, however in exceptionally busy periods (such as during sales) this may take up to 28 days.
Simply complete the provided Invoice/Returns Form stating the reason for the return and enclose within your package.
Please return your item(s) using a recorded delivery service for your own insurance ensuring postage is pre-paid to the following address:
Tots to Teens Shoe Lounge
c/o Cooper Paul
14-18 Forest Road
Please ensure you retain your proof of postage.