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Returning Your Items 

If you find that you are not 100% satisfied with your footwear, you may return them. Full priced goods must be returned within 14 days of dispatch. Sale items must be returned within 7 days for a full refund (if in keeping with our terms and conditions.)

Please only try shoes on a soft, carpeted surface. All goods must be returned unused, worn or damaged and include the original box and shoe bags provided, along with the original dispatch note and receipt that was supplied. We cannot refund or exchange used or customer damaged items. Please read more on our Terms and Conditions page. 

We have the right to not offer refunds or exchanges for items that are worn, damaged or have been returned in a state that Tracey Neuls Limited deems as un-saleable. If goods are returned to us and are deemed non-acceptable for an exchange or refund, Tracey Neuls Limited will send them back to the customer.

We would appreciate being informed of your return as soon as possible so we can reserve it for another customer if need be, or reserve another style or size for you. Our return slips provided, offer a place for you to write a reason for your return, please oblige as we appreciate customer feedback and would like to find the right shoe for you as an exchange.

All refunds will be credited via the original method of payment.

Tracking your Return 
We cannot be held responsible for any items that fail to reach us or fail to reach us in good form. Until we receive your footwear in good condition, they remain your responsibility.You are responsible for the financial value of any goods that are being returned until we receive them, so we recommend that you use a trackable postage service and retain proof of postage.

Once your return order has been received, we aim to process it as quickly as possible. Please note that at peak times, it may take us longer than usual to process your return. Please ensure you include your receipt when returning any items, as without this we are unable to complete your refund. We will notify you by email when we receive and approve your return to discuss the exchange alternative. If we are issuing a refund, this will be done by the same payment method as your order and within 14 days of Tracey Neuls Limited emailing you to confirm that we have received the returned goods.

Especially if you are outside the UK please mark 'Return' clearly on the label (if you do not have one we have provided, you can email us to send you another)

Please use the return label provided and post to:

Tracey Neuls Limited
29 Marylebone Lane
London W1U 2NQ

Refunding Your Order
All delivery and return charges are non-refundable.

A member of our team will email you to confirm that your return has been received and your refund processed. Please allow 3-5 working days for your refund to appear on your bank statement.

Goods can also be returned in person to our stores. Please bring your online order receipt email with you. You will be credited via the original method of payment.

If you have any queries at all regarding your return, please email our team at