Terms and Conditions
We will gladly exchange or refund any shoes returned to us within the acceptable time frame as stated below. The following is our standard returns and exchange format and it presents the terms for the exchange or refund in their completeness.
Please contact us by email prior to returning any item to us. We will reply that email within 24 hours of receiving it.
We can only exchange or refund an item that is returned to us safely and unworn within 14 days (UK customers) and 21 days (International customers) after it was first delivered to the buyer's address (this information is provided by the courier company). No creases across the top or sign of wear, please check before you return the shoes. After 7 days have passed, we cannot refund the payment, in that case, we can only exchange the item for another item of your choice (subject to availability). No cellotape directly on the shoe box please (we get that sometimes and it damages the box when we try to remove the tape). The return address is at the end of this e-mail.
EXCHANGES
We will exchange an item under the following conditions:
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The buyer finds the item unsuitable and requests a different size or a different item. Please read the information below on our sizing policy.
-
The item is returned to us within 14 days of delivery (delivery information is supplied by the courier)
Please view the online store collection on eBay and select your choiceS of replacement shoes before you send yours back and we will exchange your shoes for this item. On the returns form, there is room for 3 choices of replacement shoes.
Please choose 3 replacement items as the exchange option because some items might be sold and consequently out of stock before we receive your shoes back here. Please note that if there is a difference in price between the item you bought and the item you choose as your replacement, you will have to pay the difference to get the new pair. If it is less, we will refund you the difference (this applies to BUY NOW listings only).
Please print and fill out the Returns form (1 returns form per pair) attached to the returns email we will send you and enclose it with your returned item. Returning an item without the returns form will significantly delay the processing.
REFUNDS
We will refund an item under the following conditions:
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Item is damaged on receipt
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Item is incorrectly described/advertized on eBay. Please read the information below on our sizing policy.
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The buyer wants to cancel the sale (restocking fee applies).
Before refunding, we will try to replace the item with the same item in good condition or offer a replacement item of your choice. Please return the item in the original box, undamaged and unworn. The conditions for the refund are that the item is undamaged and unworn and uncreased, the box is in good condition (no packaging tape on the box itself) and that we receive the item back within 14 days of receipt (UK customers), 21 days (international customers) since it was delivered.
Please print and fill out the Returns form (1 returns form per pair) attached to the returns email we will send you and enclose it with your returned item. Returning an item without the returns form will significantly delay the processing. Please note, we deduct a restocking fee £5 per item (as stated in our refunds policy in our shop) from all refunds unless we find the item to have been defective on delivery to you or we sent the wrong item out to you. The restocking fee covers the administrative costs incurred in your transaction and the cost of relisting the item for sale on eBay.
Shoes Sizes
Shoe sizes sometimes vary from one manufacturer to another and from one style of shoe to the other. In matters of sizing, we only use the manufacturer's size. The sizes are placed by the manufacturers and in all matters of sizing; we can only go with the manufacturer's size as shown on the shoes/box so as to avoid controversy. For example, if the shoes are marked as a size 12, we will advertise them as a size 12. If a manufacturer marks their shoes as a certain size, we cannot advertise them as any other size.
Postage
We are only liable for the postage in situations where the shoes are defective on delivery or incorrectly advertized and we will reimburse the cost of return shipping as long as a copy of the postage receipt is sent to us as confirmation.. In any other case, the buyer pays all postage. The postage rates are shown below (please note that we do not offer postage discounts on returns). You can pay this postage plus any difference in price using the details below.
|
Postage |
1st Pair |
Each pair after the first |
|
UK |
5.99 |
5.99 |
|
USA/Europe |
19.99 |
19.99 |
|
Rest of the World |
26.99 |
26.99 |
FOR PAYMENT OF POSTAGE OR DIFFERENCE IN PRICE:
CASH/POSTAL ORDER: Please enclose the payment in an envelope and place it inside the box with the shoes when you return the shoes to us. If you're paying by cheque. Please make the cheque out to Nikki*Madison.
PAYPAL: make the payment by paypal to topshoes@hotmail.co.uk.
RETURN ADDRESS: Nikki*Madison, 34 Balgownie Road, Aberdeen, AB23 8JP
ITEM DAMAGE
1. If the item is defective on delivery to the customer, please return it to us unused and unworn within 14 days of receipt (UK customers), 21 days (international customers) and we will exchange it for the same style same size or a full refund (if we no longer have them in stock and the buyer declines a same value replacement) and we will reimburse the cost of return shipping as well as long as a copy of the postage receipt is sent to us as confirmation. For items returned outside the 7 or 14 day period we will deduct the restocking charge prior to a refund and the return postage will be non-refundable.
2. If the shoes are damaged within 14 days of receipt, please return the shoes to us and we will arrange to have them repaired by the manufacturer at no cost to yourself and we will reimburse the cost of return shipping as well as long as a copy of the postage receipt is sent to us as confirmation. If the item is damaged after 14 days, the customer pays for the repair and postage both ways. We will not refund a damaged item without giving the manufacturer a chance to repair them.
NOTE
If there is nothing wrong with the item and the return is because the buyer has a change of mind and no longer wants the item for any reason at all, we will refund the purchase price only less the restocking charge.
The shipping/postage cost is non-refundable in this case as it is paid to the courier company. Please note the next working day UK delivery does not cost extra. We do not charge any extra for this service and it does not form part of the conditions of sale. It is a discretionary service which we offer at no extra cost. The postage we charge on eBay is a normal 2-3 working day delivery (within the UK). We pay the courier extra at our discretion to deliver the next working day (UK only).
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