- WOMEN
- DESIGNER'S EDIT
- ALL WOMEN'S
- SHOES
- BOOTS
- SANDALS
- SNEAKERS
- SLIPPERS
- MEN
- ACCESSORIES
- LAST PAIRS
- BLOG
- BOUTIQUE
- ABOUT
- My Account
FREE UK Shipping for purchases over £200*
Access Denied
IMPORTANT! If you’re a store owner, please make sure you have Customer accounts enabled in your Store Admin, as you have customer based locks set up with EasyLockdown app. Enable Customer Accounts
RETURNS
_
EXTENDED RETURNS AND EXCHANGES (From Friday, 1st of December 2023)
We have extended our returns policy over the Christmas season.
Online and In-store purchases may be returned for an exchange or refund until January 2nd 2024. This extended returns policy is only valid on purchase that were made from December 1st until December 23rd.
If you are considering returning or exchanging your items, please let us know asap by emailing shoes@traceyneuls.com and including your 4 digit order number, name and date of purchase. This will help reserve a new style or size if needed.
_
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
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. Please ONLY send using our authorised label. 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 and we’ll email you the return label to print out and fix to the package.
EXCHANGES ARE SENT AGAIN FOR FREE
We are happy to try and find you the right fit or style if the one you received is not suitable. Please just send the unwanted item back to us at your charge and once we receive the returned items in good order, your replacement will be sent free of charge. We are happy to hear from you by email at shoes@traceyneuls.com or by phone at +442079350039 should wish to discuss your needs. And of course we would love to help you in person in our boutique should that be a possibility.
Invalid password
Enter
10% off for new subscribers! Be the first to know about new collections, sales and events with our curated newsletters.
X
