Return & Refund Policy

This Return & Refund Policy explains your rights and our procedures in accordance with applicable UK consumer protection laws, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

14-Day Right of Cancellation
14-Day Defective Item Returns
No Restocking Fees
UK Consumer Law Compliant

1. 14-Day Right to Cancel (Change of Mind)

If you are a UK customer, you have the legal right to cancel your order within 14 days of receiving your item without providing a reason.

You may inspect and handle the product as you would in a retail store to determine its nature, characteristics, and functionality.

To qualify for a return under this policy:

• The item must not be used beyond reasonable inspection.
• Products should be returned in their original condition where possible.
• Original packaging should be included whenever available.

Refund Includes:

• Full purchase price of the returned item
• Standard delivery charges paid at checkout (where applicable)

Return Shipping Costs: Customers are responsible for return shipping costs when returning an item due to change of mind under the 14-day cancellation period.

2. Returns for Damaged, Faulty, or Incorrect Items

We also offer a 14-day return policy for items that are:

• Damaged during delivery
• Faulty or defective
• Incorrectly supplied

For these situations:

• Return shipping is free of charge
• A replacement or exchange can be provided
• Full refunds are available if preferred
• No restocking fees apply

Exchanges are only offered for defective, damaged, or incorrectly delivered products. We do not offer exchanges for preference changes or incorrect sizing selections.

3. Refund Processing Times

• Returned items are inspected within 2 business days
• Approved refunds are processed within 7 business days
• Refunds are issued to the original payment method used for the purchase

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

4. Refused Deliveries & Unclaimed Packages

If a package is refused upon delivery or not collected and returned to us:

• A refund will be issued after the item is returned and inspected
• Original shipping charges may be deducted where applicable
• Any return shipping or handling charges incurred may also be deducted from the refund

5. Non-Returnable Items

The following items are not eligible for return unless they are faulty or not as described:

• Gift cards
• Digital or downloadable products
• Items exempt from return under UK consumer legislation

6. How to Request a Return

To start a return request, please contact our support team:

support@sneakersoflondon.co.uk

Please include the following information:

• Your order number
• Reason for the return
• Photos of the item (required for damaged or defective products)

Our team will provide return instructions once your request has been reviewed. Please ensure all returned items are securely packaged before shipping.

7. Contact Information

Business Name: Sneakers of London

Support Email: support@sneakersoflondon.co.uk

Business Hours:
Monday – Friday: 9:00 AM – 5:00 PM GMT
Saturday & Sunday: Closed

Customer Support Response Time: Within 24 business hours

Last Updated: 19 May 2026