Returns & Refunds

We want you to be happy with your purchase. If you change your mind, order the wrong size, or the item isn't suitable, you can request a return within 30 days of receiving your order, subject to the conditions below.

30-Day Returns

You have 30 days from the date you receive your order to request a return.

To be eligible for a return, items must be:

• Unworn and unused.

• In their original condition.

• Returned with all original tags attached.

• Returned in the original packaging where applicable.

• Free from marks, stains, damage, odours, or signs of wear.

• Accompanied by your proof of purchase.

Shoes

Shoes may be tried on indoors to check the size and fit. Please do not wear shoes outside or on surfaces that may mark or damage them.

Shoes showing signs of outdoor wear, dirt, scuffing or damage may not be accepted for a change-of-mind return.

How to Request a Return

To request a return, please contact us at sandkcastlederg@gmail.com before sending anything back.

Please include your order number and the reason for your return.

We will provide you with instructions on where to send your return.

Please do not send items back without contacting us first. Unauthorised returns may not be accepted.

Our return address is:

30-32 Main St
Castlederg
BT81 7AT
Northern Ireland

Return Postage

For change-of-mind returns, incorrect sizes, unwanted items, or items that are no longer required, the customer is responsible for the cost of returning the item to us.

We do not provide prepaid return labels for these returns.

We recommend using a tracked postal service and keeping your proof of postage until your return has been received and processed. We are not responsible for items that are lost or damaged while being returned to us.

If an item is faulty, damaged in transit, or you have received the wrong item, please contact us before returning it. Where appropriate, we will arrange or reimburse reasonable return postage costs.

Faulty, Damaged or Incorrect Items

Please inspect your order when you receive it and contact us as soon as possible if:

• The item is faulty or defective.

• The item has been damaged during delivery.

• You have received the wrong item.

• Your order is missing an item.

Please contact us at sandkcastlederg@gmail.com with your order number and, where appropriate, photographs of the issue.

We will assess the issue and, where applicable, provide a replacement, repair, refund, or other appropriate remedy in accordance with your statutory consumer rights.

Sale Items

Sale and discounted items may be returned in accordance with this returns policy, unless specifically stated otherwise before purchase.

Sale items remain covered by your statutory consumer rights. Faulty or incorrectly described items cannot be excluded from your statutory rights simply because they were purchased at a reduced price.

Exchanges

If you require a different size, colour or product, please contact us.

Where possible, we may offer an exchange. Alternatively, you may return the original item in accordance with this policy and place a new order for the replacement item.

Please note that a new order may be subject to the price and availability applicable at the time the new order is placed.

Refunds

Once your return has been received, we will inspect the item to ensure it meets the return conditions.

If your return is approved, your refund will be issued to the original payment method.

Please allow up to 10 business days for us to process an approved refund. Your bank or card provider may then take additional time to make the funds available in your account.

If your return does not meet the conditions above, we may be unable to issue a refund.

UK and EU Consumer Rights

This returns policy does not affect your statutory consumer rights.

Where applicable, consumers have additional rights under UK or EU consumer protection legislation, including rights relating to faulty, misdescribed or incorrectly supplied goods and, in certain circumstances, cancellation of online orders.

For eligible online purchases, statutory cancellation rights may apply separately from our voluntary 30-day returns policy.

If you are unsure whether your circumstances are covered by statutory consumer rights, please contact us before returning your item.

Contact Us

If you have any questions about returns, refunds or exchanges, please contact:

sandkcastlederg@gmail.com

Please include your order number in your message so that we can assist you as quickly as possible.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sandkcastlederg@gmail.com.