Return Policy

We sell pre-owned shoes across a range of brands. Every pair is inspected, graded and photographed before it goes on the site, but second-hand means second-hand, and sometimes a pair will not be what you hoped. This page explains exactly what you can do about it.

The short version

• You have 2 days from the day your order is delivered to request a return.
• Requests are made from your account — sign in, open the order, and press Request a return.
• Shoes must be unworn outdoors and in the same condition they reached you.
• You choose one of two outcomes: an exchange or money back.
• An exchange for another pair at the same price is free; you pay the delivery charge again on the replacement.
• Money back is settled less the delivery charge and less 30% of the value of the returned items.
• Nothing is transferred or dispatched until the pair is back with us and checked.

The 2-day window

The clock starts when the parcel is delivered, not when you ordered. Once 2 days have passed the return button disappears and we can no longer accept the return. Please open the box and try the shoes on indoors as soon as they arrive.

How to request a return

1. Sign in and go to My Account.
2. Open the order in question.
3. Press Request a return.
4. Choose which items you are returning and how many of each.
5. Choose what you want: Exchange for another pair or Money back.
6. If you choose money back, enter your bank account title, bank name and account number. These are required — it is where the transfer goes.
7. Pick a reason and add anything that helps us understand — photographs help most of all.
8. Submit. You will get a reference number beginning RET-.

We review every request by hand and will contact you on the phone number attached to the order.

Reasons we accept

• Wrong size — the pair does not fit.
• Not as described — the listing said one thing and the shoes are another.
• Condition worse than expected — wear beyond what the grade and photographs showed.
• Damaged in delivery — tell us straight away and send a photograph.
• Changed your mind — accepted while the shoes are unworn and inside the window.

Condition of returned shoes

Try them on indoors, on a clean floor. Once a sole has been walked on outside we cannot resell the pair, and we will not be able to accept it back. Please return shoes with any laces, insoles and packaging they arrived with.

What we cannot take back

• Shoes worn outdoors, or showing wear that was not there when we sent them.
• Requests made after the 2-day window has closed.
• Items damaged after delivery.
• Pairs returned incomplete — missing an insole, a lace, or one shoe.

Your two options

When you file a return you choose one of the following. Pick carefully — they settle very differently, and the figures are shown to you on the form before you submit.

1. Exchange for another pair — free

Swap the pair for a different one at the same price. The replacement itself costs you nothing: there is no handling charge and no difference to pay.

You do pay the delivery charge again. The courier is paid twice — once to bring the first pair back to us and once to take the replacement out to you — and that second delivery is charged at your city's normal rate, collected in cash when the replacement arrives.

Every pair we hold is a single second-hand item, so we cannot promise the same shoe in another size. The exchange is against anything in stock at the same price.

2. Money back — less delivery and less 30%

We transfer the money to your bank account. Two amounts come off first:

• The delivery charge is not refunded. It was spent on getting the parcel to you and cannot be recovered.
• 30% of the value of the returned items is deducted. Once a second-hand pair has been out with a customer it has to be re-checked, re-cleaned, re-photographed and re-listed, and it sells for less the second time.

Worked example. You order a pair at Rs 2,000 and pay Rs 250 delivery, so Rs 2,250 in cash at the door. You return it and ask for money back. The Rs 250 delivery is not refunded, 30% of Rs 2,000 is Rs 600, and Rs 1,400 is transferred to your account.

Because the money goes by bank transfer, account title, bank name and account number are required on the form. We transfer to exactly what you enter, so please check it.

When you are paid or sent the replacement

Neither happens on request. Send the pair back to us by courier. Once it reaches us and passes the condition check above, we either transfer the refund or dispatch the replacement. If the pair fails the check we will call you before doing anything.

When we got it wrong

If the fault is ours — the wrong pair sent, a listing that did not match the shoes, or damage in transit — the 30% deduction does not apply and we cover the delivery both ways. Tell us on the form and send a photograph.

Cancelling before delivery

You can cancel an order yourself from My Account at any point before it ships, and nothing is owed — you have not paid anything yet. Once it is out for delivery you can also simply decline the parcel at the door. Neither costs you anything, which is why it is always better to cancel than to accept a parcel you do not want.

If something goes wrong

If you are unhappy with how a return has been handled, contact us and ask for it to be looked at again. We would far rather sort it out than leave you with shoes you cannot wear.