Refund policy
Last updated: 2 November 2026
We want you to be happy with your shoes. If they are not right, you have 30 days from the date of delivery to request a return or an exchange, for any reason.
What can be returned
- Items should be unworn, with the original soles clean and unmarked
- Items should be in their original box with any tags still attached
- The request should be made within 30 days of delivery
Try your shoes on indoors, on carpet, until you are sure of the fit. If shoes come back with visible outdoor wear, we may reduce the refund to reflect that, as the law allows.
How to start a return
Email support@laurenshoes.com with your order number and let us know whether you want a refund or an exchange. We will reply within 1 working day with return instructions. Please do not post anything back before contacting us, as returns sent without instructions cannot be tracked to your order.
Who pays for return postage
| Reason for return | Return postage |
|---|---|
| Wrong item sent, faulty, or damaged in transit | We pay. We email you a prepaid label. |
| Exchange for a different size in the same style | We pay. We email you a prepaid label. |
| Changed your mind, or the style did not suit you | We pay. We email you a prepaid label. |
Refunds
Once your return arrives and is inspected, we issue your refund within 3 working days and email you a confirmation. Refunds go back to the original payment method. Depending on your bank or card issuer, the credit typically appears on your statement within 5 to 10 working days after we issue it.
The full amount you paid for the item is refunded. Because delivery was free, no delivery charge is deducted from your refund.
Exchanges
The fastest way to change sizes is to tell us the size you want when you email us. We send the new pair as soon as your original pair is scanned by the courier, so you are not waiting twice.
Items that cannot be returned
Gift cards are not returnable. Sale items are covered by this policy like any other pair.
Order cancellations
You can cancel any order for a full refund at no cost as long as it has not been dispatched. Email us as soon as possible and we will confirm.
Damaged or wrong items
Please contact us with a photo as soon as you can after delivery. We will send a replacement or refund you in full, and we cover return postage. You will never be charged for our mistake.
Your legal rights
Our 30-day policy is in addition to your statutory rights, and nothing in it limits them.
Consumer Contracts Regulations 2013: you can cancel an online order for any reason from the moment you place it until 14 days after delivery. To do so, tell us clearly by email, then return the goods within 14 days of telling us. We refund you within 14 days of receiving the goods back, or of you providing evidence that you sent them.
Consumer Rights Act 2015: goods must be of satisfactory quality, fit for purpose and as described. If they are not, you may be entitled to a repair, a replacement or a refund, including a full refund if you tell us within 30 days of delivery.
Where returns go
The return address is printed on the prepaid label we send you. Please request instructions before posting so we can match your return to your order.