Refund policy

💰 Refund & Returns Policy

This policy complies with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 (UK).

🗓 30-Day Returns (Change of Mind)

You have the legal right to cancel your order within 14 days of receiving your goods under UK law.

We extend this to a 30-day return policy from the date your item is delivered.

To qualify for a return:

  • Items must be unworn, unused, and in resalable condition

  • All original tags, packaging, dust bags, and boxes must be intact

  • A valid receipt or proof of purchase is required

Returns for change of mind are at the customer’s expense.

We reserve the right to make deductions from refunds where goods show signs of handling beyond what is necessary to inspect them.

👕 Clothing Return Conditions

Clothing must be tried on indoors only.

We cannot accept returns where items show:

  • Signs of wear or washing

  • Deodorant, fragrance, makeup, or body odour marks

  • Stains, marks, or fabric damage

  • Missing tags or altered labels

  • Pet hair or contamination

Items must be returned folded and in original packaging where applicable.

If returned clothing is not in resalable condition, we reserve the right to:

  • Refuse the return and send the item back to you

  • Or apply a deduction to reflect diminished value

This does not affect your statutory rights if the item is faulty.

👟 Footwear Return Conditions (Important)

Footwear must be tried on indoors only on soft surfaces.

We cannot accept returns if:

  • Soles show signs of outdoor use

  • Creasing is excessive beyond normal indoor try-on

  • Shoe boxes are damaged, taped, or used as outer shipping packaging

  • Odours or contamination are present

Footwear boxes are considered part of the product and must be returned in original condition.

Non-compliant returns may be refused or partially refunded.

📦 How to Start a Return

To request a return, email:
📧 valueshoebox@gmail.com

Once approved, we will provide return instructions.

Unauthorised returns may be refused.

⚠️ Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund if goods are faulty.

Please inspect your order immediately upon delivery.

If your item is faulty, damaged, or incorrect, contact us within 48 hours of delivery with photographic evidence.


🚚 Refused Deliveries

If a delivery is refused or not collected:

  • Original shipping costs are non-refundable

  • Return courier fees will be deducted from the refund

  • Any additional courier charges may also be deducted

If the parcel is not returned to us, no refund will be issued until the courier investigation concludes.

📮 Delivery Confirmation & GPS Tracking

We ship using Royal Mail Tracked & Signed services.

Royal Mail uses GPS location verification at the point of delivery, along with delivery scans and photographic confirmation where available.

Proof of delivery may include:

  • GPS delivery coordinates

  • Timestamp confirmation

  • Signature (where applicable)

  • Delivery photograph

This information may be used in the event of disputes or chargebacks.

Once tracking confirms delivery to the address provided at checkout, responsibility transfers to the customer.

🚫 Non-Returnable Items

The following items cannot be returned unless faulty:

  • Sale items

  • Gift cards

  • Personal care goods

  • Custom or personalised products

  • Perishable goods

  • Hazardous materials

💳 Refunds

Once your return is received and inspected:

  • You will be notified of approval or rejection

  • Approved refunds are issued to the original payment method

  • Processing times depend on your bank (typically 3–10 working days)

  • Refunds are only issued once goods are physically received

The customer is responsible for arranging their own return. If the parcel is lost, they should file the claim with their courier.

🔐 Chargeback & Fraud Protection Policy

Customers agree to contact us before initiating a payment dispute.

In the event of a chargeback, we reserve the right to provide:

  • Proof of delivery including Royal Mail GPS confirmation

  • Tracking history and courier scans

  • Order confirmation records

  • Customer communication history

  • IP address and checkout verification data

Fraudulent or false chargebacks may result in:

  • Refusal of future service

  • Recovery action for associated losses

  • Reporting to fraud prevention databases

This policy does not affect your statutory rights under UK consumer law.