Refund policy

Returns:
Our policy lasts 30 days. If 30 days have gone by since your delivery, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, please following the instruction on your packing slip received with your order, and include this packing slip with your return to help us identify your order quickly.

Refunds:
Once your return is received and inspected, we will send you an email to notify you that we have received your return and issued a refund. Your refund will be processed usually on the same day and a credit will automatically be applied to your original method of payment. The credit can take 7-10 days to appear if you paid by card, or same day of you used PayPal.

Exchanges:
We will replace/repair items if they are defective or damaged, or the incorrect size has been ordered (Exclusions apply, see next section). Exchanges are subject to a renewed dispatch period of approx. 3 working weeks after we receive your return. Send your return to: Suffolk Shoes, 6 America House, Base Business Park, Rendlesham, Woodbridge, IP12 2TZ, United Kingdom. 

Exclusions:
Custom orders are not eligible for a refund or exchange. This includes different width fittings other than our standard 'G' fitting, or alterations to the design of the shoe as seen on pictures on the website. If you order a wider fitting and find them "unwearable"**, we will help you by letting you return the shoes for a refund minus an £80 fee which will be deducted from your refund.

**We aim for an accommodating fit when doing custom widths, working with standard commercial lasts and adding extra dimension where required for your foot shape, therefore you should not expect the shoes to 'fit like gloves' because they are not fully bespoke. The fit can be adjusted further by utilizing a removable insole.

Shipping: 
To return your product, you should mail your product to: Suffolk Shoes, 6 America House, Base Business Park, Rendlesham, Woodbridge, IP12 2TZ, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

You should use a traceable shipping service with shipping insurance. We cannot be held responsible for item's lost in the post that you have returned back to us.