We do understand that from time to time you may need to return something for an exchange or refund. We are happy to offer an exchange or return within 28 days of delivery*, providing items are returned in their original perfect condition.
Please make sure you include the relevant paperwork with your parcel, otherwise we are unable to process your return and will send items back to you. Please note- if you have ordered your shoes through one of our stockists, you should contact them directly before returning your items.
We are happy to offer a refund or an exchange provided returns arrive back with us within 28 days of delivery*, providing shoes are returned in their original condition with no marks or blemishes, in their original packaging (which should also be in pristine condition). Please note shoes have a beautifully soft leather sole, which marks easily. Only try them on in a soft carpeted area, as even wooden floors can cause damage & we are only able to exchange or refund goods in their original, perfect condition. Your shoes have a protective film on the soles- please note once this is removed shoes are non-returnable.
The cost of return postage and loss of any items returned to us is your responsibility and we therefore recommend that you use a delivery service that insures you for the value of the goods. Please complete the returns form located on the reverse of your packing note, and enclose with your returned items. Please contact us if you require any assistance on 0121 433 5492 or email our customer services team.
You will be notified by email once your exchange or refund has been actioned. For returns within the UK please allow up to 7 working days depending on the delivery service used and allow longer for international returns.
*Outlet and Sale shoes – within 14 days of delivery / Exempt from free UK Shipping, please see delivery costs below:
|SHIPPING TYPE||COST||TRANSIT TIME|
|FREE UK SHIPPING*||2 - 3 Working Days|
|STANDARD UK SHIPPING||£3.99||2 - 3 Working Days|
|UK NEXT DAY**||£6.95||Order Mon - Thurs before 1pm|
|UK NEXT DAY EXPRESS BY 12PM*||£9.95||Order Mon - Thurs before 1pm|
|SATURDAY DELIVERY||£12.95||Order before Friday - 1pm|
*Applies to main website items only, not Outlet
**Order by 1pm, excludes Channel Islands & Highlands
|EUROPE||£15 (1 – 6 pairs)||Delivery within 3 – 4 working days|
|USA||£25 (1 pair)||Delivery within 3 – 4 working days|
|USA||£45 (2 – 6 pairs)||Delivery within 3 – 4 working days|
|CANADA||£30 (1 pair)||Delivery within 3 – 4 working days|
|CANADA||£50 (2 – 6 pairs)||Delivery within 3 – 4 working days|
|AUSTRALIA||£30 (1 pair)||Delivery within 3 – 4 working days|
|AUSTRALIA||£50 (2 – 6 pairs)||Delivery within 3 – 4 working days|
|NEW ZEALAND||£35 (1 pair)||Delivery within 5 – 7 working days|
|NEW ZEALAND||£75 (2 – 6 pairs)||Delivery within 5 – 7 working days|
|REST OF WORLD||£40 (1 pair)||Delivery times vary depending on location|
|REST OF WORLD||£60 (2 – 6 pairs)||Delivery times vary depending on location|
Rachel Simpson Ltd is not responsible for any customs charges that may apply to the import of goods into your chosen country of delivery. Please note customs policies vary widely between different countries. We have no control over these charges and are unable to predict what they may be – they are not covered by the delivery charge. Customs charges and import duties are raised when or after the package has reached its destination and any charges/invoices from customs or couriers regarding import fees must be paid for by you. We recommend contacting your local customs office for further information before ordering.
If you need to return your purchase for any reason, you are responsible for the cost of returning the items to us. We recommend using a tracked parcel service to insure against any lost items for the value of the goods. Please ensure you follow all instructions for returns provided on the paperwork included in your parcel. If these instructions are not followed the parcel will be returned to you by customs and you will be responsible for any additional postage costs or customs charges incurred. Please note we do not accept returns sent via FEDEX.
If you require an exchange of size or style, you are responsible for the cost of returning the item to us and will also be required to make an additional postage payment to cover the cost of the exchanged pair being sent out to you. The cost of postage for the exchanged pair will depend on the Country the goods are being shipped to. Postage charges can be found in the delivery information chart above.
The above customs, returns and exchange policy applies at all times. This includes promotional periods where free shipping may be offered.
Please note: we do not deliver to PO Boxes as orders are dispatched via courier and require a signature.