Refund policy
Returns & Refund Policy – Big Shoe Store
Eligibility for Returns
We want you to be satisfied with your purchase. To ensure fairness and transparency, our returns policy is as follows:
- Shoes may be returned only if there is a manufacturing fault or defect.
- For all other return reasons — including change of mind, incorrect size, or preference — a 20% restocking fee will apply.
Faulty or Defective Items
- If you believe your item is faulty, please contact our customer support team within 14 days of receiving your order on info@bigshoestore.co.uk
- We may request photos or additional information to assess the issue.
- Once the fault is confirmed, you will be eligible for a full refund or replacement, with no restocking fee.
- Return shipping costs for returns are the responsibility of the customer.
Non‑Fault Returns (Subject to 20% Restocking Fee)
- Items returned for reasons other than a confirmed fault will incur a 20% restocking fee, which will be deducted from your refund amount.
- Items must be returned in unused, original condition, with all packaging and tags intact.
- Return shipping costs for non‑fault returns are the responsibility of the customer.
Return Process
- Contact our customer support team to request a return authorisation.
- Once approved, you will receive instructions on how to return your item.
- After we receive and inspect the returned item, your refund will be processed within 5–10 business days.
Refunds
- Refunds are issued to the original payment method only.
- Shipping fees are non‑refundable unless the item is confirmed to be faulty.
Exclusions
- Items showing signs of wear, misuse, or damage caused after delivery cannot be returned or refunded.
- Clearance or final‑sale items are not eligible for return unless faulty.
