Refund policy

Thank you for shopping at tobootshoes.co.uk

Our returns policy is in line with the Consumer Rights Act 2015.

Online Orders

All online returns will incur a £4 restocking charge. 

You automatically get a 14-day ‘cooling-off period for all online orders, starting the day after you receive your order. 

If you paid for standard delivery (Royal Mail Tracked 48) we will refund the cost of your order and the original postage charge if you are returning your full order. You will have to pay for the return postage.

You must request a return within the 14 day cooling off period by going to your customer account here, and starting the returns process, or contacting us directly. You have a further 14 days to return the item to us.

We will send you a Royal Mail Tracked 48 postage label to use for your return and deduct the cost of that from your refund.

If you prefer to return your goods yourself we recommend that you use a tracked service as we cannot be held responsible for goods lost in transit. Please send your goods back to 37 Church Street, Great Malvern, WR14 2AA. 

You can contact us by email shop@tobootshoes.co.uk to tell us you are returning an item if you prefer not to use our online returns process.

Goods must be returned in the original packaging and be unworn and fit for resale. Once we have received your return and inspected it, assuming it is original condition we will issue your refund using the same method used to pay for the goods. Please be aware it may take time for your refund to show on your account.

Purchases in our Malvern Shop 

For shoes that have been fitted we do not normally accept returns unless they are faulty. We may offer an exchange, or occasionally, a credit note. 

A credit note is a gesture of goodwill. As our terms and conditions state clearly we do not refund fitted shoes. If we offer a credit note it is at our discretion. There is no legally specified expiry period for credit notes in the UK. Our credit notes usually last three months, or a maximum of one year. This is clearly explained at the time the credit note is issued.

Sale items are not returnable. 

In addition to your legal rights we may also allow you to return items purchased at full price for an exchange or credit note, if the unused goods are returned to us with the original till receipt within 14 days. This is at our discretion and must be agreed with a senior member of staff.

Online and in our Malvern Shop

Faulty goods: 

You are entitled to expect goods to remain of satisfactory quality throughout their reasonable life expectancy, so long as they are maintained correctly and not misused.

Please inform us of any fault as soon as possible with photographs, the date of purchase and your order number.

We will normally need to see the shoe and it's wearer in the shop to make an assessment before issuing a refund or exchange.

Up to 30 days from the date of purchase:

If a shoe develops a fault within 30 days of purchase we will offer a replacement in the same size. If we cannot replace the shoe then we will offer you a full refund.

More than 30 days but less than 3 months after purchase:

After 30 days, please contact us with photographs of the presumed fault and we will advise whether or not a repair is possible, or if we consider the condition of the shoe to be caused by fair wear and tear. If your shoes were purchased fitted in our Malvern Shop then we would ask you to bring the shoes and the child wearing them back to the shop for us to check.

Where a fault is diagnosed and a repair is possible we can arrange a repair (at our expense) as quickly as possible or we may ask you to have the shoe repaired and we will refund you the price of the repair on production of the receipt.

If a repair is not possible we may offer a partial refund based on the age of the shoe.

After three months 

We would expect any manufacturing fault to have shown up within 3 months of purchase. After this time it will be at the manager's discretion whether to offer you a discount on a replacement pair of shoes of the same size.

Please remember that shoes are not designed to be worn upside down or for playing football or to be used as brakes for a scooter or bicycle. Unless sold as waterproof they may resist water if polished regularly or treated with a water repellent spray, but they are not waterproof. We sell wellies for jumping in puddles!

If you have any questions about our Returns Policy please email us at shop@tobootshoes.co.uk