DELIVERY (UK & EU CUSTOMERS)

Delivery times and prices vary depending on your location. If there is more than one option in your area, you will be given a choice of delivery methods before you finalise your order.

We do our best to meet the estimated delivery times, but sometimes delays can occur. If your parcel is delayed, we will keep you updated as much as possible. For questions about shipping or delivery, please contact our Customer Services team via our Contact Us page.

RETURNS & REFUNDS

We hope you and your little one love our shoes as much as we do, but sometimes it just doesn’t work out. We’re here to help you find the right fit, colour and style.

How to start a return or exchange

To start a return or exchange, please enter your order details in the returns form on our website. Use the returns portal and follow the on-screen instructions to request a refund or exchange. Returns and exchanges are only valid for purchases made online at our OLDSOLES online store.

Use our online Returns Portal to start a return:

Return requirements

• Items must be returned in their original, unworn condition, including the shoebox.
  
• We will not accept returns on items that have been worn, used, soiled or intentionally damaged. When trying on shoes, please do so on a soft, clean surface to avoid marking them.
  
• Returns must be posted back to us within 30 days of receipt, unless you are exercising your statutory right to cancel, see below.
  
• You are responsible for the cost of returning your items, unless the item is faulty, damaged or not as described.
  
• All returns are carefully inspected on arrival. If your return does not meet our guidelines, it will be shipped back to you.

Refunds

• Refunds will be made to the original payment method, minus any outbound delivery charges where applicable, unless you are exercising your statutory cancellation right, in which case standard delivery costs will be refunded.
• We process refunds within 14 days of receiving the returned goods, or within 14 days of receiving evidence that you have sent the goods back.
• We cannot refund any customs or import duties, or any shipping or customs charges you paid to receive your order.

YOUR STATUTORY RIGHT TO CANCEL

If you are based in the United Kingdom or the European Union, you have a legal right to cancel your order within 14 days of receiving it, without giving a reason.

• To exercise this right, you must notify us within 14 days of receipt, and return the goods within a further 14 days.
• We will refund the purchase price and the cost of standard delivery within 14 days of receiving the returned goods, or within 14 days of receiving proof that you have returned the goods.
• You are responsible for the return postage unless the item is faulty or not as described.
• This statutory right does not apply to certain personalised or perishable goods, where exceptions apply under UK and EU law.

FAULTY, DAMAGED OR INCORRECT ITEMS

Your legal rights under the UK Consumer Rights Act 2015 and EU consumer protection laws are not affected by our store policy.

• If an item is faulty, damaged in transit or not as described, you are entitled to a full refund within 30 days of receipt.
• After 30 days, you may be entitled to a repair, replacement or partial refund, depending on the circumstances.
• In cases of faulty or incorrect items, we will cover the cost of return shipping.
• If you believe your item is faulty or was delivered incorrectly, please contact Customer Services immediately and follow the returns portal instructions.

SALE, CLEARANCE & PROMOTIONAL ITEMS

We include the following rules for promotional items exactly as in your original copy, with legal exceptions noted.

Sale items

• Full-price items may be returned in accordance with the policy above.
• All sale items are final sale and cannot be returned, unless faulty or not as described. Exchanges on sale items may be reviewed on a case-by-case basis depending on product availability.

Clearance items

Items purchased from our ‘Clearance’ section are subject to product availability, and are final sale, no returns. No further discounts apply. Personal shoppers only.

End of Season Sales

End of Season Sales are exclusive to the OLDSOLES online store. Sales are subject to product availability, no further discounts apply, final sale, no returns unless the item is faulty or not as described. Personal shoppers only. No rainchecks.

Buy One, Get One Free offers

Buy One, Get One Free offers are exclusive to the OLDSOLES online store. These offers are subject to product availability, no further discounts apply, final sale, no returns unless the item is faulty or not as described. Personal shoppers only. No rainchecks. OLDSOLES reserves the right to amend or withdraw promotional offers at any time.

ITEMS PURCHASED THROUGH STOCKISTS

We do not accept returns or exchanges for items purchased through our stockists or third-party retailers. Please contact the retailer where you purchased the goods for their returns policy.

INTERNATIONAL SHIPMENTS, TAXES & CUSTOMS

If you order from outside the UK, you may be charged import duties, taxes, or customs fees by local authorities. These charges are the responsibility of the customer, and we cannot refund any customs or import charges.

MISCELLANEOUS

• Returns and exchanges are only valid for purchases made online at our OLDSOLES online store.
• Please include the original invoice to help us process your return quickly.
• OLDSOLES reserves the right to refuse returns that do not comply with the above rules. If we refuse a return, we will return the goods to you.
• OLDSOLES reserves the right to amend or withdraw any promotional offer at any time.