If something isn't right, send it back. You have 14 days from delivery to cancel for a full refund, and 30 days to exchange for a different size or colour. No reason needed.

How to return something

1. Tell us. Email sales@english-brands.co.uk with your order number, the item, and whether you'd like a refund or an exchange. You don't need our permission to return anything — but telling us first means we can process it the day it arrives.
2. Pack it as it came. Original box and labels where you still have them. For shoes, please put the shoe box inside an outer bag or carton rather than sticking a label straight onto it — a damaged box reduces what the shoes can be resold for.
3. Send it within 14 days of telling us you're cancelling. Use a tracked and insured service: the parcel is your responsibility until it reaches us.

Returns address
English Brands
Unit GC08
Heatherbank Road
Bournemouth
BH4 8EA
United Kingdom

Trying things on — and keeping your full refund

You're entitled to handle goods as you reasonably would in a shop, and doing so will not affect your refund. What follows is guidance rather than a condition. Following it protects the item's resale value, which is what protects your refund in full.

Footwear. Try shoes on indoors, on carpet. Please don't walk further than you need to in order to judge the fit — leather creases permanently across the instep as the shoe flexes, and even a short walk on a hard floor scuffs the sole. Standing and taking a few steps on carpet is normally enough to tell you whether the length and width are right. Shoes worn outdoors, or for a long stretch indoors, will have lost value and are likely to attract a deduction.

Waxed cotton jackets. The wax on a new jacket is soft and picks up whatever it touches. Put it straight back into its bag after trying it on, and keep it off sofas, beds and carpets and away from other clothes on the rail. Hair, pet fur, lint and dust bond to fresh wax and cannot be removed without damaging the finish.

Leather goods and knitwear. Clean, dry hands. Avoid perfume, deodorant or hair products while the item is on.

If an item does come back worth less than it was sent out, we may deduct an amount reflecting that reduction. We will always explain the deduction, it will never exceed what you paid, and it is the only remedy available to us — we will not refuse your refund on those grounds.

What we can't take back

• Underwear, socks and hosiery once a seal or hygiene strip has been broken. Your rights over faulty goods are unaffected.
• Sets and multipacks unless the complete set comes back.

Return postage

Return postage is at your cost, unless the item is faulty or not as described, in which case we cover it. We recommend a tracked and insured service, since the goods remain your responsibility until they reach us. International returns are the same.

Your refund

• We refund what you paid for the goods, plus the standard outbound delivery charge. If you paid for an upgraded or express service, we refund the cost of our cheapest standard option.
• It goes back to the card or account you paid with. We don't charge a fee for refunds.
• We refund within 14 days of the goods reaching us, or of you showing us you've sent them — whichever comes first. If you cancel before dispatch, within 14 days of you telling us.

Exchanges

We're happy to exchange for a different size or colour subject to availability, and we send the replacement out free of charge within the UK. Email us and we'll hold the size while your return is on its way. Our exchange window is 30 days from delivery — longer than your statutory rights, not instead of them.

Faulty or wrong item

Email us with your order number and a photograph. We'll arrange the return at our cost and either replace the item or refund you in full. Nothing on this page limits your rights under the Consumer Rights Act 2015.

Shoes that don't fit

Before you send them back, do email us. Fittings vary between the Northampton makers — a Loake F and a Cheaney F are not the same shoe — and it is often a case of a different last rather than a different size. We would far rather spend five minutes getting you into the right pair than process a return.

This page explains how returns work in practice. Your full contractual rights are set out in section 6 of our Terms & Conditions, which includes the model cancellation form. Nothing here affects your statutory rights.