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While we’re sure you will love the shoes you’ve ordered, we understand that you might need to return them. Cool Boys / Girls Shoes offers a free returns service via Royal Mail for all UK returns.
Only goods purchased on coolboysshoes.com can be returned using the procedure outlined below and cannot be returned to a retailer stocking Cool Boys / Girls Shoes product. Likewise, goods purchased via a retailer stocking Cool Boys / Girls Shoes product cannot be returned directly to coolboysshoes.com
To make a return for a refund, please follow the instructions below. Unfortunately, we are unable to offer exchanges. If you would like an alternative size or style please place a new order and return the items that you don't want by following the returns process below.
This is the best way to ensure that you receive the size/style that you want in the shortest possible time.
Should you not be satisfied you can cancel and return your order up to 14 days from receipt for a refund but you must adhere to the following guidelines:
The goods must be completely unworn, unused or unassembled in the same condition which you received them.
Ensure that you package the item securely so that it will arrive with us without sustaining any damage.
Please use the pre-paid Tracked Returns label enclosed with your order to return the item(s) to us. Simply affix the label, take the parcel to the post office and obtain a posting receipt in case of any return issues. (Pre-paid returns service is only available within the UK).
Ensure you return the Advice Note received with your order so that we can identify your return. Please do not remove any information from this document.
Clearly write the reason for the return on the Advice Note.
Finally re-visit our website and complete the returns form which can be found by logging into your account, going to order history, selecting the order that includes the product(s) to be returned and clicking on the red return button. You will need to provide the proof of posting receipt number and complete all fields. Unless this form is completed returns will not be processed.
Returns will not be accepted after 14 days without prior written agreement from Cool Boys / Girls Shoes. If we do accept the return after 14 days then Cool Boys / Girls Shoes will issue you a credit voucher for the current value of the goods. This credit will be valid for six months and can be used to pay for any item on the Cool Boys / Girls Shoes website. Please note: If you have purchased your item(s) in a sale, via a special offer or by using a discount code then only store credit is available for any returns even if returned within 14 days.
If you have a large number of items to return, please do not use the enclosed returns label before contacting our customer service team for further help at firstname.lastname@example.org
Measuring gauges can be returned by following the same process but they must be returned unused and unassembled.
You must return the goods to us in the same condition in which you received them and at your own risk. You have a legal obligation to take reasonable care of the goods while they are in your possession.
On satisfactory and timely receipt of your return you will receive a refund of the price paid for the returned shoes.
Scenario 1: If you keep at least one pair of shoes or order a replacement pair before the return is processed we will refund the cost of the returned shoes in full.
Scenario 2: If you return the whole order and haven't placed an alternative order before we process the return, we will deduct the cost of using our returns label (£6.02 plus VAT) from any refund.
Under scenario 2 customers have the option on the online returns form to request a store credit instead of a cash refund, in which case no deduction will be made for using the returns label.
Delivery charges will not be refunded.
We will process your refund as soon as possible and in any event within 14 calendar days once the parcel has been received.
Without prejudice to your statutory rights.
If you think that your goods are faulty please either contact our customer service team or return the goods following the returns procedure above. We advise against repairing any faults as we are unable to reimburse you for the repair. It could also invalidate your return if the initial fault is no longer visible.
We recommend that you get proof of postage from the Post Office. The goods are your responsibility whilst in transit to us.
On receipt of the goods and after inspection of the goods we will either:
accept their return and refund the price of the goods
if the items are found not to be faulty, return them to you
Please note that goods will not be deemed faulty if the fault is not a result of manufacture, but has instead been caused by wear and tear or misuse. For the purposes of this procedure, we would expect children's shoes to remain in good condition for three months of normal wear and have been reasonably cared for (please see the advice on shoe care on our website). If on receipt of your parcel it is damaged, please refuse to accept the parcel and our delivery company will return it to us. If you are out at the time of delivery and it is left according to your instructions and you find it to be damaged, please contact email@example.com and quote your order number.
Please note that goods purchased through a retailer need to be returned to that retailer.
When ordering goods that include a free gift as part of a special offer, the free gift is only available with the purchase of a pair of shoes. Free gifts are not available on the purchase of shoe labels or gauges.