Returns & Refunds Policy

Last Updated: May 2026

At Lauren Shoes, customer satisfaction is our highest priority. If something is not quite right, we will do our best to resolve the issue. This policy is designed in accordance with applicable consumer protection laws.

1. Your Right to Cancel (14 Days)

As a consumer, you have the right to cancel your order within 14 days without providing a reason.

Cancellation Period

The 14-day cancellation period begins on the day you, or a person nominated by you, physically receive the goods.

For orders delivered in multiple shipments, the cancellation period begins when the final item is received.

Product Inspection

You may inspect and handle the goods as you would in a physical retail store to determine their nature, characteristics and fit.

Any excessive handling beyond what is reasonably necessary may result in a reduction of the refund amount to reflect any loss in value.

2. Items Excluded from Returns

The following items are not eligible for return unless they are faulty, damaged or not as described:

• Hygiene-sensitive items and intimate apparel where the protective seal has been removed after delivery

• Perishable goods

• Hazardous materials, flammable liquids or gases

• Products clearly marked as Final Sale or Non-Returnable before purchase

If an excluded item arrives damaged or defective, please refer to Section 6 of this policy.

3. How to Request a Return

To initiate a return, please contact us at:

support@laurenshoes.com

Please include:

• Your order number

• The item(s) you wish to return

• The reason for the return

• Photographs where applicable

Once your request has been reviewed, we will provide return instructions and the appropriate return address.

Please ensure that:

• Items are securely packaged

• Original packaging is used where possible

• Previous shipping labels are removed or fully covered

Returns must be sent within the timeframe provided in your return authorisation email.

Important

Unauthorised returns may be refused or delayed.

We strongly recommend retaining proof of postage and tracking information, as we cannot be held responsible for returns that cannot be verified.

4. Return Shipping Costs

Customers are responsible for return shipping costs unless:

• The incorrect item was received

• The item arrived damaged

• The item is faulty due to a manufacturing defect

In these cases, we will provide a prepaid return label or reimburse reasonable return postage costs upon receipt of valid proof.

Original delivery charges are non-refundable unless required by law or where the error was our responsibility.

5. Refunds

Processing Your Refund

Once your returned item has been received and inspected, you will receive confirmation by email regarding the outcome of your refund request.

Refund Method

Approved refunds will be issued to the original payment method used when placing the order.

Refund Timeframe

Refunds will be processed within 14 days of receiving the returned goods.

Depending on your bank or card provider, it may take an additional 3–5 business days for the funds to appear in your account.

Partial Refunds

A partial refund may be issued where:

• The item shows signs of use beyond reasonable inspection

• Parts, accessories or components are missing

• The original packaging has been significantly damaged

Any deduction will be reasonable and reflect the reduction in value of the item.

6. Faulty or Damaged Goods

If your item arrives faulty, damaged or develops a manufacturing fault, please contact us as soon as possible at:

support@laurenshoes.com

Please provide:

• Your order number

• A description of the issue

• Clear photographs or video evidence where possible

After assessment, we may offer one of the following remedies:

• A replacement item

• A full refund

Where a fault is confirmed, any return shipping costs will be fully reimbursed.

7. Exchanges

We offer exchanges for the same product in a different size or colour, subject to stock availability.

If the requested replacement is unavailable, a full refund will be issued instead.

To request an exchange, please contact:

support@laurenshoes.com

8. Gift Returns

Gifts Delivered Directly to You

If an item was marked as a gift and shipped directly to you, an approved return may be refunded in the form of store credit or a digital gift voucher.

Gifts Purchased by Another Person

Where the original purchaser received the order before gifting it, any refund can only be issued to the original payment method used by the purchaser.

9. Order Cancellations and Amendments

Once an order has entered processing or has been dispatched, it cannot be amended or cancelled.

Please review your order details carefully before completing your purchase.

If you no longer require an item after dispatch, you may return it in accordance with this Returns & Refunds Policy.

10. Final Sale and Promotional Items

Final Sale Items

Items clearly marked as Final Sale are not eligible for return or exchange unless they are faulty.

This restriction will always be clearly displayed before purchase.

Free Promotional Gifts

Where a free gift was included as part of a promotion, it must be returned unused and in its original packaging if the qualifying order is returned.

If the promotional gift is not returned, its value may be deducted from the refund.

11. Customer Support

If you have any questions regarding returns, exchanges or refunds, please contact us:

Email: support@laurenshoes.com

Please include your order number and any relevant information so that we can assist you as quickly as possible.