Returns

If you find that you are not 100% satisfied with your purchase, you have 14 days to return it, starting from the day after you receive the goods. Please contact us at shoes@traceyneuls.com before returning anything, and we’ll let you know how best to proceed with all the details you need. A refund or credit will be sent to you as soon as we receive the goods back to us in good condition. Please allow 3-5 working days for your refund to appear on your bank statement.

Please only try shoes on a soft, carpeted surface. Goods must be returned in pristine condition, unused and unworn in the original box with all the extra contents as provided. Tracey Neuls Limited reserves the right to refuse returns should the items be found to be worn or damaged. If goods are deemed non-acceptable for an exchange or refund, Tracey Neuls Limited will send them back to the customer. Note that socks cannot be returned for hygiene reasons.

Whether you are returning or exchanging pairs by courier or in person at our boutique, we require your proof of purchase receipt in order to process your refund. We can only process a refund to the same method of payment made.

We’d also appreciate if you could return any online goods with the reason why you are returning them. It helps us to understand your needs better and that is important to us.

Unless otherwise stated, the return postage is the customer's responsibility. All delivery and return charges are non-refundable.

We recommend that you use a trackable postage service and retain proof of postage, as you are financially responsible for the items until they reach us in good condition. If you need assistance within the UK, we can help to arrange collection of your goods by a courier for £8.

 

ATTENTION, if you reside outside the UK, please mark your parcel with ‘Return_ Not For Commercial Value' clearly on the outside packaging. You can return the parcel using any courier, as long as the service includes tracking. Once you have the tracking number, please email it to us so we can track the shipment. If these instructions are not followed, you could be liable for costly customs and duties charges. Please double-check if something seems unclear; we are happy to help.  Contact us at shoes@traceyneuls.com.

* Please note that for any items bought in the Archive section you will be issued a credit note, not a refund.