Help > Returns & cancellation policy

RETURN, EXCHANGE AND CANCELLATION POLICY

• Returns from UK and Northern Ireland
• Returns from EU and Rest of World
• Exchanges
• Refunds
• Cancellations
• Faulty

FREE RETURNS FROM WITHIN UK or Northern Ireland
These should be received (or requested) within 14 days after the date your order was shipped and should include the original undamaged box and the shoes in unworn and brand new condition.

• PLEASE USE THE RETURNS FORM AND THE FREEPOST PRINTED RETURN LABEL SUPPLIED IN THE BOX. This is NOT the sticky label - it's the one with the scissors and dotted line. 
• Take the parcel to your Post Office who will provide you with a Proof of Posting and a tracking number.
• Our online tracker (accessed by your order number and your email address) will show 'Returned' status when we have received it. PLEASE CHECK THIS FOR YOUR ORDER STATUS.
• If you did not receive a returns form. Click Here to download.

RETURNS FROM EU and REST OF WORLD
These should be received (or requested) within 14 days after the date your order was shipped to you. Please note our free returns and exchange does not apply outside of UK.

The following information is very important regarding returns from outside UK - and should be carefully read :

• If you are returning goods from outside the EU – please ensure your package is clearly marked RETURNS. Also ensure all correct customs documents are completed and attached. If you do not do this – there may be UK customs duties levied on the goods and we cannot accept delivery. In this event the package is likely to be returned to you and you will be liable for the duty.  
• Use the peel-off sticky label on your delivery note for the outside of the package. 
• If you are returning items via Fedex, UPS or any other 'Courier Service', there is a charge levied of approx 30 UK Pounds (by them - not by us !!), and they will usually demand proof that Duty has been paid. Please note, if these charges are raised, we will have to charge it to you. Therefore - we suggest you use AIRMAIL via the POSTAL SERVICE in preference.

EXCHANGES
Please enclose a note - either on the Returns Form if you are in UK or on a copy of your invoice if you are outside UK - of your exchange requirements.

WE DO NOT CHARGE A RE-SEND FEE FOR YOUR FIRST REPLACEMENT IF YOU ARE BASED IN THE UK (excluding Northern Ireland and Channel Islands).

We regret we are unable to refund any postage fees paid by you to return your shoes to us if you are outside UK.

Clearance items must be returned within 7 days of delivery, and free return postage does not apply, nor does free postage on any exchange or replacement.

REFUNDS
These are processed within 30 days from the date we receive your return and by the same method you used for your original payment. Your online tracker will read “REFUNDED” once processed.  PLEASE CHECK YOUR TRACKER for your order status - we provide this service to save you the hassle of emailing us.  Please note : we do not refund the original postage charge if you return your order for a refund.

CANCELLATIONS
Orders cannot be altered or cancelled if they have been processed and set “Ready To Ship”

FAULTY ITEMS

If you think there's a manufacturing fault on any product you purchase from us, please return it for examination.

Return items to:

My Vegans Shoes
C/O Hamsin Ltd
B5 River View
The Embankment
Vale Rd
Heaton Mersey
Stockport
SK4 3GN
United Kingdom

You will find returns information on your returns documents. 

Our decision will be based on all appropriate circumstances, including reasonable wear.  Claims will not be accepted if they are due to wear and tear, misuse, accidental damage or lack of care.  If we deem the fault to be the result of any of the above, we reserve the right to return the shoes to you and charge an £8 handling and admin fee as well as a return postage charge  There are hints on caring for shoes on the website here.

If we conclude a manufacturing defect is present we will offer you a remedy suitable to the fault. A remedy offered to you, be it a refund, replacement or repair will be in line with your statutory rights.  We will also reimburse the cost of returning the shoes to us (if returned out of the free post procedure).  In such circumstances we will ask you for a receipt for postage.  If your claim is rejected we will not reimburse the postage.

If your claim is made 6 months or more after delivery of the shoes to you then it may be referred to an independent third party for a decision.  Shoes will only be inspected at our discretion.