Returns and Cancellations
Our return policy
Items are accepted for a full return credit if returned within 7 days from the day you receive your order. Full refunds will be processed in the form of the original payment within 14 days of receipt of returned merchandise. All items must be returned in their original packaging, unworn and undamaged. Returns must be packaged in waterproof packaging with our returns address clearly marked on the parcel. We ask that customers do not tape, mark or write on product boxes or packaging. Failure to follow these requests may result in a delay or failure in processing your return.
How do I return items?
We must be notified of all returns and you can do this by contacting our store on 01565 621 999 or via email firstname.lastname@example.org. Once notified we will email you a returns form to fill out and enclose within the parcel to be returned. Please return all items to our store address below:
Zapatos Designer Shoes Ltd, 19 Regent Street, Knutsford, Cheshire, WA16 6GR
We offer a courier service costing £10 for UK returns which can be paid over the phone prior to collection. Once payment is made our courier will collect your parcel from you. Collection takes place during working ours Monday – Friday, a time slot may be offfered for the collection however this is not guaranteed. Once we have received your return, we will issue your refund to you in the form of the original payment within 14 days of receipt of returned merchandise. Failure to notify us of a return or failure to comply with our returns process may result in a delay with your request being processed or accounted for.
If you are not returning your parcel via our collection service, ( International/Worldwide returns), but with Royal Mail or a different courier, please ensure you keep all proof of postage. It is also advised that you use a recorded service so the parcel can be tracked. We are not liable for any items that go missing with other couriers.
When will I get my refund?
We will issue your refund to you in the form of the original payment within 14 days of receipt of returned merchandise and send you an e-mail to let you know we have received and processed it.
After you have received the e-mail, please allow another 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you have. Unfortunately this delay is outside of our control. You can expect a refund in the same form of payment originally used for purchase. In the event that we are unable to refund your credit card we will contact you to arrange an alternative method of refunding your order.
My return was processed but I wasn't refunded my delivery charge?
We are sorry, but the shipping cost you originally paid is non-refundable. However if we sent you the wrong item or something defective, we will of course refund your shipping costs.
I have been refunded an incorrect amount
We are very sorry if we have refunded you the wrong amount. Please contact our store on 01565 621 999 and give them your receipt number and the required refund amount.
Have you received my returned items?
As soon as we have processed your return, we will email you to let you know. We will issue your refund to you in the form of the original payment within 14 days of receipt of returned merchandise. In the unlikely event that you don't receive an email within 20 days after your parcel has been collected, please get in touch with us, and we will investigate.
Under the Sale of Goods Act 1979 we reserve the right to refuse a refund claim for reasons already stated in our Terms and Conditions.