Returns & Exchanges

Any shoes returned to us that have been damaged in transit due to unsafe wrapping or by rubbing together will not be eligible for return.

Please note we do not refund you the cost of delivery to you or the cost of any returns.

All refunds requests will be processed within c. 15 working days and although funds will leave our account on the day of refund they may take a further time to clear in your own account as individual banks clearing processes are variable. Please contact your own bank to confirm clearing schedules. If you require refunds faster than this schedule then please mail us with your order details and we will do all we can to speed the process for you.

To make a return simply write a return/exchange note by hand stating 

- your order number

- your delivery postcode

- your next action required (exchange, credit note or refund)

 

And send it with your shoes wrapped for safe transit

(preferably in the original packaging, shoes individually wrapped as they were delivered

to ensure the shoes travel without damage)

 

And make a hand written lable as below

 

Ship To:

 

Tom Reader

Samba Heels returns dept

4a Woodstock Rd

London

NW11 8ER

 

Please note: DO NOT SEND ITEMS BACK TO THE ORIGINATING DISTRIBUTION WAREHOUSE (James & James) AS YOUR RETURN MAY BE SEVERELY DELAYED OR EVEN LOST.

 

if you are unable to do any of the above or are having difficulties, then mail us at

help@sambaheels.com

where we will be very happy to help you further.

EXCHANGES
When requesting your alternative, please specify the size and style you require on the returns note. If you would like to also e-mail direct as well that is also a please give your order number or delivery postcode as a reference if you can.
 

RETURNS FOR SHOES SENT BY US IN ERROR

Fortunately we rarely make delivery mistakes but it does sometimes happen as human error can never be eradicated. However it does happen from time to time (only about c. 1:3000 deliveries at last count). Where this happens we we will cover the cost of return and also give you a suitable compensatory amount as as small apology and make any refunds or exchanges only after the wrongly sent shoes have been returned.

RETURNS FOR SHOES WHERE A CANCELLATION WAS ATTEMPTED

In the event that you cancel an order close to the order processing time we will try to cancel and refund as soon as possible but customers should bear in mind that the third party distribution company we use can sometimes dispatch items very speedily (as fast as 30 mins from order can happen) In this case shoes will be sent to the customer as normal and they should then be returned as part of the standard returns process and terms. By agreeing to our terms and conditions you explicitly agree to this policy. 

 

GIFT RETURNS
If you have received an item as a gift, you may exchange it for a store credit to your PRETTY-SMALL-SHOES.COM account (you will need to register your details) if you can provide proof of payment/an order number from the original purchaser. The amount will be available to be deducted from your next purchase and has no time limitation. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties. .


RECEIVING A REFUND
Your refund will be credited to the original purchaser's credit card and will exclude shipping costs (with the exception of faulty items). Refunds will be normally be applied within c.15 working days of the shoes return.

If you require refunds faster than this schedule then please mail us with your order details and we will do all we can to speed the process for you.

Outside the EU, importation customs duties are non-refundable through sambaheels.com as it is not us who apply the charges it will be your own government. However, you may be able to recover these by contacting your local customs bureau directly.

LATE RETURNS
Returns outside the time frames detailed above may be accepted at the discretion of sambaheels.COM but can only be refunded as a store credit. Call or mail us to discuss.

TRYING ON SHOES
All shoes should be tried on a carpeted surface before you decide to keep them as any items that are marked and/or dirty on return will not be illegible for return.

RETURNING SHOES

All items must be wrapped for safe return, individually wrapped in tissue (to avoid rubbing or contact during transit) in the same way they were delivered to you. Any items that arrive back damaged as a result of inadequate wrapping will not be illegible for return.

EXCHANGE SHOES AND PRICING

Where shoes are returned for exchange and in the intervening period prices have changed (up or down), shoes will be exchange with no additional charges or refunds. In the event that exchange shoes are at lower prices refunds to match promotional prices on a like for like basis will be given on request.

 

FAULTY GOODS

Note on manufacture quality and tolerances: As our shoes are individually hand made customers should expect some minor variations to details (seams, stitching etc) as our shoes effectively each have a production run of just one pair and not the many thousands that mainstream shoes enjoy and on which they can optimise for much higher levels of consistency. We will not normally regard shoes with such minor variances as `faulty` nor will we re-make or replace shoes with minor variances as the shoemakers will not guarantee any re-made shoes to be 100% without variance either. Indeed many people regard this hand-made `character` as a great positive over shoes that have a factory made appearance. All our shoes are made to standard sizing and our size estimates of shoes are based on the effective internal measure for a `standard` foot. Please bear in mind that this estimate may not correspond to an exact north south measure on any shoes as the feel/fit of a shoe can vary by style as well as the standard variance that occurs in an individually hand made product, also the variance on individual feet within a size range also has an effect. That said a brief look at our reviews section will reveal that customers are overwhelmingly satisfied with the quality we achieve.

Goods are classified as faulty if they are received damaged (minor issues like easily removed patches of stray glue or an imperfect or frayed stich for example or in-soles lifting slightly at the edges etc are not considered to constitute a significantly damaged or faulty item) , or where a manufacturing fault occurs within 3 months of purchase. Please note that items that are damaged as a result of wear and tear (contact with hard or abrasive surfaces for example) are not considered to be faulty. If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will always look to remit a refund/funds to repair (minor) faulty items in the first instance. If a repair locally is not viable we will offer to replace on return of the goods to us (we will pay for the return postage of any faulty items). However, the maximum amount of compensatory action that we will make in these circumstances is to fund the return postage of the faulty shoes and compensate them for the inconvenience with an award of £20 credit voucher. 

Limit of liability in realtion to faults.

Our liability in relation to faults is strictly limited to the obligation to repair, exchange or refund plus the maximun of £20 compensation per pair as appropriate.

If you encounter a fault in our shoes, and continue to wear/use the shoes and in the course of that usage the shoes are rendered unrepairable, or the repair clearly becomes more expensive than would have orginally been the case (ie heel stem wear from using without heel tips or water damage from continued usage when using in wet conditions with a sole issue) then our liabilty will be limited to the typical cost of the original pair and not for any additional damage caused by the continued usage of faulty shoes.

 

`squeaky` shoes

Shoes that squeak at the beginning of wear are common and normally stop after a few wears as they stretch. Speedier remedies known to work are varied but the most popular is to sprinkle a little talcum powder/baby powder into the shoe (at customers own risk). We would suggest that this be tried first and that they be worn a little longer to `break them in before any return or further investigation is initiated.