Refund policy

Return & Refunds

The Custom Boot & Shoe Company creates and offers exquisite handmade products for each and every customer. Every single item goes through our hands to guarantee a perfect experience when you receive your order. We try to eliminate every case of dissatisfaction but should that improbable case appearing, we will try our best according to your needs.

If you would like to exchange or refund a purchase please contact us as soon as possible. All returns and exchanges must be made within 7 days of receipt of goods. The Custom Boot & Shoe Company will gladly accept items for return or exchange providing  they meet the following stipulations:

The item(s) must be returned in its original condition and sealed packaging. Please take note of this when opening your purchase.

Made to order/ made to measure and special orders are final sale and cannot be accepted for return or exchange, we will happily work with you to adjust the fit.

Used items will not be accepted.

Knickers are non refundable.

Stockings are non refundable if they have been removed from the packaging. We can accept returns on stockings if they are still sealed in their packaging.

Gift vouchers are non-refundable and cannot be exchanged for cash too.

We will not accept returns of items damaged due to improper care. Please ensure that you read and follow all care instructions stated in product descriptions.

When emailing us please state your order number and reason for return.  Once your email has been received you will be provided with a return address. No product can be returned to us without an authorised return request.

Please ensure that all returns are fully insured as we cannot accept responsibility for goods lost in transit.  For international returns, please ensure that customs documentation is filled in correctly indicating that the item is a return. Should the item have customs charges placed on it upon arrival to the UK, we will not be able to accept it and it will be returned to you.

We currently do not cover return shipping costs - these must be borne by the customer in the instance of a return.

Shipping will only be refunded in the instance where there is a fault in the original order. 

If we accept your return we will offer a refund via the original payment method minus the delivery costs or an exchange will be made, in accordance with the request discussed. An email confirmation will be sent once your refund has been processed.

If we refuse a refund, we will return the item to you.