Returns, Exchanges, & Refunds of orders
We believe women of all shapes and sizes deserve to wear well-fitting boots and hope you love your new DuoBoots, but if you’ve changed your mind or need to adjust your sizing, then you have 14 days from delivery to return or exchange your items. Please be aware, if you send your order back after the 14 day return period has ended without prior authorisation of the Customer Care Team, we will ship the order back to you at your expense.
Follow this link to access our Exchange and Returns portal. You will need your email address and order number. Please complete the returns information on the portal with as much detail as possible. Then return them to us using a carrier of your choice.
If you wish to exchange your boots, once you have filled out the information on the portal please contact our customer service team who will be able to issue you with a pre-paid label. If you are returning the product for a refund please note that costs for returning products are the full responsibility of the purchaser, and are non-refundable by DuoBoots, unless you received a faulty or wrongly despatched item.
When returning your boots to us, please send us an image of the tracking number of the parcel. Without the tracking number we are unable to issue refunds if the boots are lost in transit.
We recommend you take insurance and use a shipping provider who can trace your return.
Please remember to make sure your footwear fits beautifully, we recommend you try them on in carpeted or soft areas, preferably indoors. If the footwear has been worn or damaged (by the dog, whilst doing the school run, running for a bus or dancing till 2am) we reserve the right to reject your return.
All returned items will undergo a quality check and once your items are deemed new, unused and in the original packaging, you’ll receive an email from us notifying you of your refund or exchanged product delivery.
Once received, we try to process returns as soon as possible; however, please allow up to 5 working days for your return to be processed. You will then receive confirmation by email once your refund has been made.
We will refund any money owed to you using the same method originally used by you to pay for your purchase.
Funds usually take 3 to 5 working days to clear to your account, however please allow up to 10 working days, once the return has been processed in the warehouse and then the refund. Your refund will appear on your bank statement as Shopify DuoBoots.
Please note that we do not refund duties and taxes when shipping outside of the UK and returns received after 1pm UK time will be processed the following working day.
In any case, if you have a query please contact us.