To begin your return, you can complete a Return Request. Once approved, we'll send you instructions on how to return your item.
Submitting a Return Request is optional. We recommend using it if you're requesting an exchange, as it helps us process your return more quickly. If you prefer, you can simply return your item by following the instructions below, including a copy of your invoice and a note telling us whether you would like a refund or an exchange (and the size required if exchanging).
If the Return Request link does not open, you can still return your order using the instructions provided below.
If you've experienced a problem with your order, please contact us by email before submitting a Return Request so we can help resolve the issue as quickly as possible.
If you are not completely satisfied with your online or telephone purchase, you can return it within 14 calendar days of receiving your order for a full refund or exchange.
To qualify for a refund or exchange, your item must be:
Unused and unworn.
Returned in a resaleable condition.
In its original packaging.
With all labels and tags still attached.
If you are unable to return your order within 14 days, please contact us as soon as possible at sales@alternative-footwear.co.uk. Returns outside this period may not be accepted unless agreed in advance.
We strongly recommend using a reliable, tracked delivery service and purchasing adequate insurance when returning your parcel.
While you are free to choose any courier, lower-cost services such as Evri (formerly MyHermes) and Parcel2Go have a higher incidence of parcels being delayed, lost or damaged in transit. If your return arrives damaged, wet, incomplete or unsuitable for resale, we may be unable to accept it for a refund or exchange.
The safe return of your order remains the customer's responsibility until it has been received by us.
Alternative Footwear
8 Cuba Industrial Estate
Ramsbottom
Lancashire
BL0 0NE
Before returning your footwear:
Please ensure your feet are clean.
Wear clean socks or stockings when trying on footwear.
Try footwear on indoors, on a clean, soft surface.
Keep all original packaging, as it forms part of the returned product.
We cannot accept footwear that has become soiled, marked or worn.
When returning your order:
Repackage the footwear using the original protective packaging.
Ensure all labels remain attached.
Include a copy of your order confirmation or invoice.
Add a note stating whether you would like:
a refund, or
an exchange (please include the size required).
Wrap the shoe or boot box securely before sending.
To keep packaging reusable, do not write on, tape directly to or deface the shoe box.
Returns may be refused if the original shoe box has been damaged or marked.
In exceptional circumstances, and only where agreed in advance, management may accept returns received after the 14-day return period.
Where accepted, items must still be in resaleable condition. Refunds will not be issued; instead, store credit will be offered as follows:
| Return Received | Store Credit |
|---|---|
| 15–30 days | 75% of order value |
| 31–60 days | 50% of order value |
| 61–90 days | 25% of order value |
| Over 90 days | Return refused and made available for collection at the customer's expense |
If your order arrives damaged, please notify us immediately. We are unable to accept transit damage claims made more than 7 days after delivery.
If your footwear develops a manufacturing fault within 30 days of receipt, please contact us with your order number and details of the issue.
We cannot accept worn items reported more than 30 days after delivery.
If a parcel is refused or not collected and is returned to us by the courier, any refund will be made less the return carriage charge.
Current charges are:
UK Mainland: £15 return fee.
International orders: Return charges will be deducted at the applicable carrier rates. This includes parcels refused, uncollected or returned due to unpaid customs duties or taxes.
Customers are responsible for the cost and safe return of any unwanted items.
Need more information or have a question? Email us sales@alternative-footwear.co.uk or complete the form below.
