Return & Refund Policy

Overview: We want you to be completely satisfied with your purchase. If you are not happy for any reason, you can return or exchange your handmade leather shoes within 30 days of delivery – absolutely free of charge. Our policy is designed to be hassle-free and is in full compliance with UK consumer regulations, which provide a 14-day cancellation right for online purchases (we extend this to 30 days for your convenience). This policy is in addition to and does not affect your statutory rights.

Return Eligibility (30 Days): You may return any item within 30 days from the date you received it, for any reason (change of mind, sizing issue, etc.). To be eligible for a full refund, the shoes should be in new, unworn condition with no signs of wear on the soles or scuffs on the leather. Please return them in the original packaging (including the shoe box and any dust bags or accessories that came with the product). We understand you may need to try them on indoors; please do so on a clean, carpeted surface to avoid any damage. If an item arrives defective or not as described, you are of course eligible for a return regardless of usage, and we will take full responsibility (see “Faulty or Incorrect Items” below).

Free Return Shipping: Returns are completely free. We do not charge any restocking fees or return postage. Whether you’re in the UK or an international customer, we will cover the cost of return shipping. Our goal is to make the return process as easy and fair as possible, in line with best practices on global marketplaces. Simply contact us (details below), and we will provide you with a prepaid return shipping label or arrange a collection.

How to Initiate a Return: To start a return or exchange, please contact our support team at info@cortexlondon.com within 30 days of receiving your order. Provide your order number and briefly let us know which item you wish to return and the reason (optional – feedback is always helpful but not required). Our friendly support team will reply promptly with return instructions. In most cases, we will email you a prepaid return label (for UK returns, this will typically be via Royal Mail or a courier; international returns may have a different process which we will guide you through). Print the label and attach it to the package. If you don’t have a printer, let us know – we will work with you on an alternative or have the courier bring a label.

Preparing Your Return: Place the shoes in their original shoe box (if available), and then pack the shoe box inside a protective shipping carton or mailing bag. Include any accessories, inserts, or free gifts that came with the product. It’s a good idea to gently stuff the shoes with paper to help maintain their shape in transit, and to wrap the shoes in the tissue or dust bag provided. Seal the package securely with tape. If we provided a return label, ensure it is affixed on the outside. You can then drop off the parcel at the designated location (post office or courier drop-off point) as instructed. We recommend obtaining proof of postage when you send the item back, just for your peace of mind.

Refund Process: Once we receive your returned item, we will inspect it within 2 business days of arrival. As long as it meets the return conditions (unused and in acceptable condition), we will process your refund. The refund will be issued to your original payment method (credit card, PayPal, etc.). We aim to issue refunds within 5 business days after receiving the return. Please note that your bank or card issuer may take an additional 2-5 working days to post the refund to your account. We will send you a confirmation email when your refund has been processed. If you requested an exchange, we will ship the new item to you at no extra cost as soon as the returned item is received and checked.

Exchanges: If you prefer an exchange (for a different size, colour, or another style), please let us know when you contact us for the return. Exchanges are also free. We will confirm the availability of the new item you want and reserve it for you. Once your original item is sent back and processed, we will dispatch the replacement item. In many cases, we can ship the exchange even sooner (before the original is fully processed) to speed things up – we’ll coordinate this with you. If the exchange item has a different price, we’ll sort out the difference with you (either a partial refund or an additional charge, as agreed). Exchange shipments are sent with free standard shipping. If for any reason we cannot complete an exchange (e.g. the size you need is out of stock), we will offer you a full refund or an alternative solution.

Faulty or Incorrect Items: We take quality control very seriously. However, if you receive an item that is faulty, damaged in transit, or if you were sent the wrong product, we apologise for the inconvenience. Please email us at info@cortexlondon.com right away (ideally with a photo of the issue if possible). We will arrange an immediate free return (or pickup) of the item. You will not have to wait 30 days – such issues are handled as urgent. You can choose to receive a full refund or a replacement pair at no extra cost. In cases of defects or wrong items, we always cover return shipping, and if a replacement is sent, you won’t be charged for the shipping of the new item either. Our goal is to resolve the problem quickly and to your satisfaction – including investigating what went wrong in our processes to prevent it in the future.

Condition of Returned Items: Please note that returned shoes remain your responsibility until they reach us. We kindly ask that you treat the shoes with care when trying them on and packaging them for return. If a return arrives in a condition that we cannot resell (e.g. obvious signs of wear, damage, or missing parts not due to our error), we may have to decline the refund or offer a partial refund. This is rarely necessary and we will always discuss it with you. In practice, as long as you’ve only tried the shoes on indoors and packed them securely, there should be no issues. We will inform you if we find anything unexpected during inspection.

Non-Returnable Items: Generally, we accept returns on all our products because we believe in our quality. However, a few exceptions apply in line with UK regulations and common practices. Custom-made or personalised items (for example, if you order a special bespoke pair made to your measurements or with an engraving) are only returnable if they are faulty – since they are made uniquely for you, we cannot restock or resell them. (If we ever offer such custom services, we will make this clear at purchase.) Also, gift cards (store credits) are not returnable for cash refund. Finally, any item marked as a final sale/clearance (if explicitly stated on the product page) may not be eligible for return – but if in doubt, please ask us. We do not refuse returns just because an item is on typical sale/discount; your rights to return are the same unless explicitly stated otherwise. Again, none of these affect your legal rights if a product is faulty.

Return Processing Time: In total, from the time you ship your return to the time you receive your refund or exchange, the process typically takes about 1-2 weeks. Often it is faster (especially for UK returns). We strive to be efficient in handling returns. If you ever have a question about the status of a return or refund, just reach out to our support and we’ll update you.

Questions or Assistance: If you have any questions about our Return & Refund Policy or need help with a return, please contact us at info@cortexlondon.com. We’re here to help and typically respond within 1 business day (often much sooner). We appreciate your business and want you to shop with confidence, knowing that if anything isn’t perfect, we will make it right.