At Shoe Joy Shop, we want every step of your footwear journey to be joyful—from selection to satisfaction. If your purchase isn’t quite right, our straightforward returns process ensures you can shop with confidence.

Our Returns Promise

We accept returns and exchanges within 15 days of delivery for most items. Your footwear must be:

  • In original condition (unworn, with tags attached)
  • In the original packaging
  • Accompanied by your proof of purchase

Important Exception:

For health and safety reasons, orthotic insoles cannot be returned or exchanged unless faulty. All other footwear categories—from athletic shoes to work boots—are eligible for returns.

Simple Returns Process

Step 1: Initiate Your Return

Email our customer service team at [email protected] with:

  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Whether you prefer an exchange or refund
Subject: Return Request – Order #[Your Order Number] Dear Shoe Joy Shop Team, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Item(s) for return: – [Product Name] – [Size/Color] – [Reason for return] I would prefer: [Refund/Exchange for (specify alternative product if applicable)] Please advise on next steps. Kind regards, [Your Full Name] [Your Contact Information]

Step 2: Receive Return Authorization

Within 1 business day, we’ll email you:

  • Return authorization number
  • Return shipping instructions
  • Our Birmingham return address

Step 3: Ship Your Return

Package your items securely and include:

  • The completed returns form (we’ll email this)
  • Original proof of purchase

Note: Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect.

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Notification: You’ll receive email confirmation when processed

Note: Bank processing times may add 2-5 additional business days before funds appear in your account.

Exchange Process

For size exchanges or alternative styles:

  1. Follow the standard return process
  2. Clearly indicate your preferred exchange item
  3. We’ll ship your new item once the return is received

For expedited exchanges, you may place a new order and return the original item separately—contact us for potential shipping credit.

International Returns

Customers outside the UK:

  • Mark the package as “Returned Goods” to avoid customs fees
  • We recommend using tracked shipping
  • Original shipping costs are non-refundable

Family Shopping Tip:

When returning multiple items from different categories (kids’, men’s, or women’s shoes), package them together to save on return shipping costs.

Damaged or Faulty Items

If your footwear arrives damaged or defective:

  1. Contact us within 48 hours of delivery
  2. Include photos of the issue
  3. We’ll arrange free return shipping and expedite your replacement

For any questions about our returns policy, contact our Birmingham-based team at [email protected]. We’re here to help you find your perfect fit!

Happy (and confident) shopping,

The Shoe Joy Shop Team