REFUND POLICY

RETURNS POLICY

You have a total of 14 calendar days from order receipt to request a return and send the item back to us. We offer prepaid return labels, with a flat fee of £6.95 which will be deducted from your refund to cover return postage and handling.

For complete details please refer below. 

FULL PRICE ITEMS

If your item is unsuitable, you have the option to return it. You have a total of 14 calendar days from order receipt to request and resend the items back to us. Returns received outside of this window may not be accepted, and a refund may not be issued. 

All items must be in their original packaging including the dust bag, cardboard box, and in a sellable condition. If items are not in a sellable condition, the following scenarios apply:

  • Items showing any signs of wear or that are not in a sellable condition will not be refunded and will be returned to you
  • If the cardboard box is missing or not in a reusable condition, an additional charge of £3.00 will be deducted from your refund
  • If the dustbag is missing or not in a reusable condition, an additional charge of £3.00 will be deducted from your refund

ITEMS MARKED AS FINAL SALE

Items marked as final sale are not eligible for a refund or an exchange. By purchasing items marked as final sale, you agree to these terms.

FAULTS OR DEFECTS

If you believe your item has arrived with a fault or defect, please contact us at orders@realmshoes.co.uk, within 14 days of delivery. Make sure to include your order number and clear photos of the issue to help us address your issue properly.

Please note that only genuine manufacturing faults will be considered for a refund. Damage caused by wear and tear, accidental damage, or failure to follow care instructions will not be classified as a fault.

RETURN INSTRUCTIONS

UK Customers

To initiate a return please log in to your account and follow the steps below to complete your self-serve return. We have partnered with a courier to offer prepaid return labels, with a flat fee of £6.95 which will be deducted from your refund to cover return postage and handling.

If you need any support please contact us at orders@realmshoes.co.uk or fill in our contact form.

UK Self-Serve Return Instructions

  • Click the account icon in the top right corner and log in with the email address used to purchase
  • Select the order you wish to return
  • Click 'Request Return' in the top right-hand corner
  • Select your reason for return and please add any feedback you have into the 'Notes' section (all feedback is helpful)
  • You will receive a confirmation email with detailed instructions on how to complete your return using our self-serve portal
  • Please check your junk folder if this hasn't come through

Once we’ve received and inspected your item(s), your refund will be issued to the original payment method,minus the £6.95 fee covering return postage and handling.

Allow up to 10 days for the refund to be processed and to appear in your account.

Please note that any returns incorrectly sent to our registered office address will need to be transferred to our warehouse. This will incur a £20 transfer processing fee, which will be deducted from your refund. 

International Customers (All non-UK)

For International Returns and customers, please email us with your order number at orders@realmshoes.co.uk. Return instructions and terms will be provided to you via email.

We recommend using a tracked service with your local post office or courier, and ask that you provide us with proof of postage to confirm you've posted the item back within our return window. Please allow up to 10 days for us to process, and note we cannot process the refund until your item has been safely received.

For returns that are delivered customs and duties paid, it is the responsibility of the customer to request a refund from their local tax office and courier. 

Please note, if customs fees and duties are not paid, the parcel could either be sent back to us or destroyed by the local customs office. Destroyed parcels will not be refunded; if the parcel is returned to us, but there are additional costs incurred for return shipping or customs clearance, these will be deducted from your refund. 

EXCHANGES

We offer 2 free exchanges per order for UK customers only. If you would like to exchange your shoes for a different size or style, please email us at orders@realmshoes.co.uk with your order number and request. This must be done within 14 days of receiving your order.

While we will do our best to reserve your requested size, we cannot guarantee availability due to our limited drops. If your requested size sells out before your return is received, we will process a refund for your original order minus the £6.95 return fee.