Returns & Refunds of orders
We believe woman of all shapes and sizes deserve to wear gorgeous boots and hope you love your new DuoBoots as much as we do, but just in case you’ve changed your mind or need to adjust your sizing then you have 14 days from delivery to return your items. Please drop us a message via our chat box or send us an email to let us know you wish to return or exchange your boots.
When you have received your return label, please arrange the return within 7 working days to ensure the label remains valid.
The maximum parcel size you can send is 60cm x 50cm x 50cm (enough to fit up to 2 pairs of knee high boots). If you have more than this to return, you will need to make separate requests for each additional label required.
Please note you can not use the same label on multiple parcels.
Returning from within the UK
You will have received a Royal Mail returns label with your order. Please complete the returns form that came with the parcel including reason code (Too large, too small etc) your order number, and if you wish to return or exchange. Affix the label to your parcel and either drop off at your local post office or arrange a free collection via this link.
If you are returning multiple parcels (if you ordered 3 boots or more) please get in touch with us before you post your parcels.
Returning from outside of the UK
Complete an online return request within 14 days of delivery, make sure you have your order reference number ready. Shipping costs will be displayed at the time of request.
Follow the instructions on the site and when you have received your return label, please arrange the return of your footwear within 7 working days to ensure the label remains valid.
We recommend you take insurance and use a shipping provider who can trace your return.
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.
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.