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THE ONLINE RETAIL DESTINATION FOR LUXURY FOOTWEAR AND FOOT CARE

 

refund policy

RETURNS & EXCHANGES

If you are not happy with your purchase(s), you have 28 days to decide whether or not to keep your items. Please note return numbers must be requested within 14 days of receiving your order. You will then have a further 14 days to return or exchange unsuitable items. Items must be returned unworn, in their original packaging with proof of purchase and all associated material.

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SENDING YOUR PURCHASE BACK TO MYSHUBOX.COM

To complete your return proof of purchase is required. An RMA can be requested by signing into your registered MYSHUBOX.COM account.

Once signed in please navigate to MY ACCOUNT and go to MY ORDERS. Select the order number for the required return and click on REQUEST RETURN & VIEW RMA to request RMA (Return Merchandise Authorisation Number). Please select your reason for return.

Alternatively, if you would prefer an exchange, click exchange and choose your replacement size. You will then receive an email confirming your return. Once your return has been received and processed, we will update you on its progress by email.

The concierge team will contact our courier to arrange a return on your behalf. Please advise which day between Mon-Friday you would like your return to be collected, the item(s) to be returned/exchanged, collection address and contact number. The driver will fix the pre-paid label to the package upon collection.

If you would prefer us to arrange your entire return, simply contact us on concierge@myshubox.com to request an RMA number for a refund or exchange. We will email you with full instructions on how to proceed.

Ensure item(s) are carefully packaged with returns form enclosed and the parcel sealed.

IMPORTANT
PLEASE REMEMBER THAT RMA REQUESTS MUST BE MADE 14 DAYS FROM RECEIPT OF YOUR ORDER. ITEMS MUST BE RETURNED WITHIN 14 DAYS OF RECEIVING RETURNS REQUEST NUMBER.

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RETURNING ITEMS IN THE UK & THE EU

For returns in the UK, MYSHUBOX can collect from the address of your choice.

All exchanges are based on stock availability. Please note if you wish to exchange for a different size shipping costs in addition to the relevant taxes and duties will apply for the exchange.

Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new piece separately.

At this time, we are unable to cover the cost of UK, EU & ROW returns or exchanges, however a chargeable returns service is offered. Please see return rates below:

UK RETURNS –Returns charge is chargeable per Delivery Zone.
EU Returns – Returns charge is chargeable per Delivery Zone.

ROW Returns – Returns charge is chargeable per Delivery Zone.

For EU returns, we would prefer that you use our insured trackable returns service. However, if you wish to send your purchase back to us with your own courier; we recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them. We also advise that you use a secure, trackable means to return your order to us and that you retain proof of sending, in case of a dispute. If you intend on returning the items via your own service, please email concierge@myshubox.com for returns instructions.

Please ensure that all returns are sent back from the same country your order was delivered to. Orders sent back from alternative shipping destinations provided might be subject to additional returns charges or customs delays.

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REFUNDS

Your returned will undergo a quality check once received. If we are satisfied that the item ordered has been returned to us in its original unused and unmarked condition we will send you an email to notify you that we have received your returned item.

If your order was sent to a EU shipping destination, all sales taxes will be refunded, shipping costs are non-refundable.

All successfully returned items will be credited to the account used to originally purchase the items. Alternatively, we are happy to refund your order amount as a store credit, this will be stored within your MYSHUBOX account and the amount will be deducted at the checkout on any future orders.

Please note that refunds for approved returned items can take up to 10 working days to show on your account due to varying processing times between card issuers.

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FAULTY GOODS

All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately.

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. 
Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced. 
For all faulty items outside of our Returns Policy, please contact concierge@myshubox.com.

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RETURNS POLICY

 

SHOES

Please return all items, including dust bag and box. If you are still deciding on whether to keep your new shoes, if possible please protect the soles when trying on the shoes.

 

FOOT CARE & HOSIERY

Foot care products and hosiery must be returned unopened in the original packaging. Please return all items in the box in which you received your order.

 

TREATMENT VOUCHERS

THE LONDON FOOT CLINIC

Please note that treatment vouchers cannot be exchanged and are subject to a cancellation charge if cancelled less than 72 hours prior to a booked appointment.

You may cancel a treatment voucher within 14 days of receiving it, unless you have already used it to book an appointment.

If you wish to cancel a treatment voucher more than 14 days after receiving it, we can offer you a store credit for the amount paid, unless you have already booked an appointment.

If you have booked a dated appointment you may cancel it within 24 hours of receiving confirmation. Providing the appointment is not due to take place in the next 72 hours we can offer a full refund, unless you have been informed otherwise at the time of booking. If you cancel a dated booking more than 24 hours after receiving confirmation, provided the applicable appointment is not due to take place within 72 hours, you can receive a store credit for the applicable amount.

For full booking terms & conditions please refer to our T&C’s here. Please contact the concierge team, should you require further details on concierge@myshubox.com

DG PODIATRIST

Please note that treatment vouchers cannot be exchanged and are subject to a cancellation charge if cancelled less than 72 hours prior to a booked appointment.

If you have booked a dated appointment you may cancel it within 24 hours of receiving confirmation.

Please note that late appointments (15 minutes or more) are subject to full treatment charge.

RETREATS

Please note that Retreat Packages – cannot be exchanged and are subject to a cancellation charge as per the timescales below:

• You may cancel a booking 90 days before the date of the retreat, however a processing fee will be applicable.
• A 50% refund will be given for a retreat, if cancelled 31-89 days before the date of the booking, however this will be subject to a processing fee.
• A refund will not be issued if a retreat booking is cancelled 0-30 days before the date of the retreat.

For full retreat booking T&C’s please refer to our booking policy here.