RETURNS

WHAT IS YOUR ONLINE RETURNS POLICY

Items purchased online can be returned to our Returns Team or to our High Street stores, excluding concessions, within 28 days of delivery. All returned items must be unworn and in their original condition. To obtain a refund or exchange, proof of purchase must be provided for the item you wish to return.

HOW DO I RETURN AN ITEM?

If you need to return an item for any reason, it couldn't be easier with Collect+.

You should have received a Collect+ label with your order. Simply complete your returns form, included in your box, wrap up your shoes, say your goodbyes and pop the Collect+ label on the front of the packaging. You can drop your item off at any of the 5,800 local stores offering Collect+ services. The charge for this service is just £2.50 which will be charged to your original method of payment when your return has been processed. To find your nearest Collect+ store, just click here

If you haven’t received a label, we’re really sorry. You will be able to print your very own label by clicking here

Why not check out our dedicated Collect+ page.

Should you be a non UK customer or don’t have Collect+ near you, please use your local postage service. We would always advise using some form of tracked service. You can send your footwear to:

OFFICE RETURNS
1-8 Moorfield Industrial Estate
Gatehead Road
Moorfield Industrial Estate
Kilmarnock
KA2 0BA
Scotland

Your item must be unworn and returned in its original condition. OFFICE aren't liable for your item while it is in transit back to us. All refunds and exchanges are processed within 1-2 working days of receiving the item back to our Returns Department.

CAN I RETURN TO STORES IF I BOUGHT ONLINE?

No problem at all. Items purchased online can be taken to any of our stores, excluding concessions, with your relevant invoice. The store will be happy to accept the footwear back should it be unworn and in the original selling condition within 28 days of delivery. Your return will then be processed to your original method of payment. This refund can take between 3 to 10 working days to show back on your original method of payment. You will not be required to show the credit / debit card used online but will require your invoice for your refund to be processed

WHERE DO I STAND WITH THE CONSUMER CONTRACT REGULATIONS?

Any customer purchasing goods online will have 14 days from the date of delivery to cancel their item. Customers will also have an additional 14 days from this point to return the unworn item back to OFFICE. When returning, please note your intention to exercise your rights under the Consumer Contract Regulations. Standard delivery costs will be refunded if OFFICE are informed of your intent to return within 14 days of delivery, and then sent back to OFFICE within the next 14 days from this point.

I DON’T LIVE IN THE UK, HOW DO I RETURN AN ITEM?

We’ve made it as easy as possible and have two options depending on which country you are returning from:

Australia, Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Spain, Sweden, USA

If you are returning from one of the above countries, you’ll be able to use OFFICE Returns with DPD. All you need is your order number, product code, size and your email address. You’ll be able to select the return option that suits you and you’ll then be given a suitable location to drop your item for return. All the information you need can be found here.

Should you not live in one of the above countries, we’d suggest you use your local postal service. Please enclose your returns information and should you be requesting an exchange, please provide details of this. We’d always advise using some form of tracked service for your own peace of mind. All returns through OFFICE Returns with DPD are fully trackable so you’ll be able to keep an eye on your return coming back to us.

WHAT DO I DO IF I THINK MY ITEM HAS A FAULT?

We’re really sorry you’ve had any problem with your item. In order for us to determine whether there is a fault or not, we would need to assess the item. Should you be local to one of our stores, feel free to pop in with the item and valid proof of purchase. One of the store managers will be happy to assist and offer an assessment on the item. If you are unable to get to one of our stores, you’ll be able to send the item for assessment to the below address, we recommend using a tracked service. You would be required to enclose proof of purchase and a covering letter with details on why you believe there is a fault. Please also include your name, address and a daytime contact number. Assessments can take a maximum of 14 working days but are usually much faster than this. Should a fault be found, a refund / exchange will be offered and postage costs will be refunded also. If you are an international customer, please click here to arrange your return. OFFICE CUSTOMER SERVICE, 1-8 Moorfield Industrial Estate, Gatehead Road, Kilmarnock, KA2 0BA

HOW LONG DO RETURNS TAKE TO PROCESS?

Once your item has been received back to our Returns Department a refund or exchange will be processed within 1-3 working days. You will be notified by email when your refund or exchange has been processed.

WHAT'S YOUR STORE RETURNS POLICY

If for any reason you’re unsure about your full price item and looking to return, we’re happy to offer a refund, exchange or gift card on unworn items. All items must be returned in their original condition and with valid proof of purchase. You will have 28 days from the purchase date to return your item to any of our stores, excluding concessions.  Please note we do not offer refunds or exchanges on sale items purchased in store.

CAN I RETURN TO YOUR RETURNS DEPARTMENT IF I BOUGHT IN STORE?

Unfortunately not, all items purchased in store can only be returned to a store