RETURNS

Please read ALL the content on this page.

We understand that sometimes you'll need to return items to us and we've made this easy, fast and simple.

Our no quibbles returns policy means that if you're not 100% happy with any item we send to you, we'll happily exchange, repair or refund it for you.

Please note: Personalised/tailored items or used/worn items cannot be returned unless faulty or damaged in transit.

When you receive your item you have up to 14 days for unwanted goods and 30 days for faulty/damaged goods.

We'll exchange or refund all items which:

• Are returned to us within 14 days of receipt and 30 days for faulty/damaged goods.(NB damaged goods must be signed for as "damaged" when courier delivers.)
• Are returned to us in perfect condition, with their original packaging and with the labels attached.

Your statutory rights are not affected.

How To Return

FOR ALL RETURNS CONTACT US FIRST to discuss the return and the reason. We have a return service for qualifying UK returns and exchanges, if you choose to return an item at your own expense, we will only refund up to the value of our standard return service with Royal Mail Tracked 48.

We do not refund postage for unwanted items, you bear the cost of returns. You can buy a Royal Mail return label from us if you do not qualify for a free UK return.

Wrap securely in a bag or paper, taking care not to damage the product packaging and post to:

Returns Department
Cathcart Elliot
49 Burrell Street
Crieff
PH7 4DG

Please enclose your invoice or returns form, letting us know what action you would like us to take, e.g. exchange or refund. This will help us to ensure we process your return quickly and efficiently.

You'll need to pay the postage costs to return your parcel. We recommend that you ensure you obtain sufficient postal insurance in case your item goes missing on its way back to us.

If you have any enquiries about returning your item(s), please feel free to email us using contact form or chat.

International Returns

Speak to us first, You must clearly mark the parcel "British Returned Goods — relief claimed", and enclose a copy of Original outgoing invoice and customs declaration, and outgoing airway bill which we can supply you with. If you do not do this we will deduct any import duty fees and customs charges from your refund which would not normally be due if the return is conducted in the correct manner. Customer is responsible for all International Returns Costs or you can purchase a return label from us.

NOTE: for International returns you will need to claim any sales taxes/Vat/Duty from your own local tax office, we cannot do this for you. Keep your invoice and customs documentation when your goods arrive. 

Unwanted Items

• Customer bears cost of return postage and postage for exchanges
• You can buy a RM tracked 48 return label from us which is usually your cheapest option.

Footwear/Shoes

You must try shoes on indoors on carpet. We cannot accept returns of worn shoes, scuffed shoes, or shoes worn outside.
If you are not satisfied with your purchase just return it, in its original and unworn condition within 14 days of receipt and we will either send out replacement goods or refund you the purchase price. Parcels that are returned to us remain the customer’s responsibility and a refund will not be given until we have received them. The cost of returning goods is the responsibility of the customer. We will only refund the cost of delivery if your order is incorrect or faulty. If the item was faulty when you receive it, please notify us immediately upon receipt.

Exchanges

• When returning your item, remember to include the name/style and size of your replacements.
• We'll turn around your exchange as quickly as we can and subject to stock availability, aim to dispatch your replacements within 2-3 days of receiving your return.
• Bear in mind that there may be slight delays during busy periods.
• You bear the cost of returns and sending the replacement items unless it was our mistake and the wrong items was sent..

Refunds

• We'll refund your item via your original payment method
• We try our best to process all refunds within 48 hours of receipt, however during busy periods allow 7 working days for your refund.
• When we've completed your refund, we'll send you an email to let you know.
• Please note: Gift wrapping is non-refundable

The customer is responsible for return postage, you can call us to buy a return DPD label or RM tracked label, if you choose to, otherwise please use a tracked or insured service, you are responsible for the safe return of the item.

The cooling-off period is 14 days from delivery. We will refund the price paid, plus the standard, lowest outward delivery charges. Return postage is your responsibility.

If you paid for a premium delivery service - for example, to receive the goods more quickly than normal - we will only refund the amount which would have been charged for the least expensive method of delivery available.

If you had to pay a higher delivery charge than the least expensive method, solely because of the delivery location, then the whole of that delivery charge will be refunded.

If you have the right to cancel an order because there is something wrong with the goods, for example they are faulty or not as described, then you are entitled to a full refund of all delivery charges, including premium delivery charges.

Faulty Items

If you find a fault with your item, speak to us - then, if necessary, send it back to us and we'll take a look at it as soon as we can. If we find a manufacturing fault, we'll happily repair, replace or refund it.

• Faulty items should be returned within a reasonable time and must be in a clean and dry condition.
• Please enclose all your details and a covering note explaining the fault and any other useful details.
• We'll try to get back to you within 48 hours of receipt of your parcel, although during busy periods this may take slightly longer.
• Where a fault is found, we'll refund your reasonable return postage costs.
• Occasionally, if we cannot locate a fault, we may request a second opinion from the product manufacturer.
• Your statutory rights are not affected.

Cancellations

If you change your mind and decide not to go ahead with your order, you can cancel within 14 days from the date we receive your order - customised items cannot be cancelled.

Cancelling Before Dispatch

To cancel your order before dispatch, we recommend that you contact us by phone as soon as you can after placing your order, and we'll do our best to cancel your order before it's dispatched.

Cancelling After Dispatch

If you wish to cancel your order after dispatch, you'll need to wait until you receive your order and then follow our normal returns procedure.