Exchanges and returns
If you are not completely satisfied with your purchase, please email us at email@example.com within 7 days of delivery to inform of us of your intention to return the item/s. We will provide you with a complimentary DHL returns label along with full returns instructions. We ask that you return the item/s in the condition you received it/them in, along with all original packaging. We must receive the item/s within 14 days of delivery.
Please note that any returned items that have been worn, damaged or altered from their original condition will not be exchanged or refunded and will be returned to the customer. Our soles are made from leather and damage very easily; we strongly recommend trying on shoes on a soft carpeted area. Shoes returned with damaged or missing packaging items, such as the box or dust bags will incur a deduction from your refund.
Upon inspection, we will either issue a refund of the purchase price (less the original shipping charges) or exchange the item, if preferred.
International duties and taxes for returns and exchanges are the customer's responsibility and will not be paid for by us.
Returns outside these time frames may be accepted, but only at our discretion.
Faulty goods will be rectified free of charge. Please e-mail firstname.lastname@example.org who will contact you in regards to the fault and how to return the goods.
Refunds will be credited by the original method of payment in accordance with these terms and conditions. We will notify you immediately upon receipt of your returned goods and will confirm we have refunded you. Please allow up to 15 business days for the refund to appear on your bank statement.
Inside the UK, customs duties and sales taxes are non-refundable. However, if you have ordered from abroad you may be able to recover these by contacting your local customs bureau directly. If your order has been sent to a destination within the EU, all sales taxes will be refunded.
If you wish to exchange your purchase for a different size or colour, or in the case of a faulty item, exchange for a non-faulty version of the product, simply email us at email@example.com. Please indicate your purchase order number and the product you would like to exchange for. We will respond to confirm we can make the exchange.
For exchanges of non-faulty items you will be required to pay for the shipping of your exchange. We will contact you with options on how to proceed with the payment due. For the exchange of a faulty item shipping will be complimentary.
Due to the natural skins used in KATIE BILTOFT products, we cannot guarantee an exact colour match as each pair of shoes may vary due to the unique skins being used. Also, as snake skins are natural, the scales may lift over time. This is a natural occurrence and cannot be accepted as faulty goods.
Every effort has been made to reflect product colours as accurately as possible. However, due to differences in monitors, we are unable to guarantee that the colour you will see on your monitor will accurately reflect the true colour of the product.