Returns & Refunds — Laced Global

Buying shoes you have only seen in photographs should not be a gamble. If a pair is not what you wanted, send it back. This page sets out exactly how that works, what we need from you, and when the money reaches you.

01 — Your 14-day return window

You have 14 days from the day you receive your order to tell us you want to return it. You do not have to give a reason. Once you have told us, you then have a further 14 days to send the pair back.

If an order is delivered in more than one parcel, the window runs from the day the last parcel arrives.

This is your statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You can use the wording of your choice — a plain email saying you want to cancel is enough.

02 — The condition items must come back in

You are entitled to handle the goods as you would in a shop — try them on, check the fit, look them over. You are not entitled to wear them. The pair and its packaging are both part of what you bought and part of what we can sell to the next customer, so returns must be:

Unworn — tried on indoors, on a clean carpeted surface only. Outsoles must be unmarked.
Complete — in the original box, undamaged, with all tags, spare laces, inserts, dust bags, tissue and any extras that came with them.
Protected — the shoe box goes inside an outer shipping box or bag. Do not tape, write on or attach a courier label to the shoe box itself.
With the return reference we give you included in the parcel.

If a pair comes back worn, damaged, incomplete or without its original box, we may reduce your refund to reflect the loss in value, or return the pair to you. We will always email you with photographs and an explanation before we deduct anything, and you will have the chance to respond.

03 — How to start a return

Email support@lacedglobal.shop within your 14-day window with:

your order number;
the item and size you are returning;
whether it is a change of mind, a fit issue, or a fault;
for a fault or a wrong item, photographs showing the problem.

We aim to reply within one business day. Once we approve the return we email you a return reference and the full return address. The address is issued with the reference rather than printed on this site, so that every returning parcel can be matched to its order on arrival. Please wait for that reply before posting anything — a parcel that arrives without a reference takes much longer to match to your order and refund. If you want the return address before you order, ask us and we will send it.

04 — Who pays return postage

Change of mind or fit — you pay the return postage. Please use a tracked service and keep the receipt. The pair remains your responsibility until it reaches us, so tracked postage protects you as well as us.
Faulty, damaged, or not what the product page described — we pay. We will send you a prepaid label or refund the postage you paid at cost on production of a receipt. You should never be out of pocket for our mistake.
International returns — mark the parcel clearly as “returned goods” on the customs declaration and include the return reference. Import charges raised because a return was declared as a new sale cannot be refunded by us.

05 — Refunds: method and timing

Refunds are made to the original payment method. We cannot refund to a different card, a different account or a different person, and we do not issue cash refunds.

We refund within 14 days of receiving the returned pair back — or, if sooner, within 14 days of you giving us proof that you posted it. In practice we inspect and process returns within two business days of arrival. Once we send the refund, how quickly it appears on your statement is up to your bank; card refunds usually settle in 3–5 business days.

Where you return everything in an order, we also refund the standard delivery charge you paid to receive it — £4.95 for standard delivery, or nothing where delivery was free over £150. If you chose a faster or upgraded delivery service, we refund the equivalent of our standard cost, not the premium. Where you return part of an order, the delivery charge is not refunded.

If a deduction is being made for a reduction in value, we will tell you the amount and the reason before the refund is sent.

06 — Faulty, misdescribed or wrong items

Everything we sell is checked when it reaches us and again before it is packed. If something is nonetheless wrong — a manufacturing defect, damage we missed, a size that does not match the product page, or simply the wrong pair in the box — your rights under the Consumer Rights Act 2015 apply and they are stronger than the 14-day cancellation right:

within 30 days of delivery you have the short-term right to reject the goods and receive a full refund;
after 30 days and within six months you can ask for a repair or replacement, and if that is not possible or does not resolve it, a refund;
in every one of these cases we cover return postage.

Email us with photographs and we will tell you immediately which route applies. We do not ask you to argue for it.

07 — If a pair arrives wrong

If what arrives is not what the product page described — the wrong model, the wrong colourway, the wrong size in the box — or it was damaged on the way to you, that is ours to put right. Email us with photographs and we will send a prepaid return label, then either post the correct pair if we still hold your size or refund you in full, including the delivery you paid. There is no restocking fee and you are not out of pocket either way.

08 — When we cannot accept a return

The 14-day change-of-mind right does not apply, or a refund may be reduced or declined, where:

the pair has been worn outdoors or shows sole, upper or midsole wear that was not there when it left us;
the original box is missing, has been used as the shipping box, or has been taped, labelled or written on;
accessories, spare laces, tags or inserts are missing;
the pair has been customised, painted, re-laced permanently, cleaned with solvents, resoled or otherwise altered;
the pair was damaged after delivery;
the request is made more than 14 days after delivery — though your separate rights for faulty goods, or goods that are not as described, still stand.

Nothing on this site is made to order or personalised, so no item is excluded from returns for that reason.

09 — Exchanges and size changes

We do not run a separate exchange process. If you need a different size, send the pair back for a refund and order the size you want while it is still on the shelf. Tell us in your return email and, if we hold that size, we will set it aside for you while the return is on its way. If we no longer have it, we will say so rather than leave you waiting.

10 — Your consumer rights

This policy sits on top of your legal rights; it never replaces them. As a consumer buying at a distance in the UK you have:

the right to cancel most online orders within 14 days of delivery and receive a refund, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
the right to goods that are of satisfactory quality, fit for purpose and as described, under the Consumer Rights Act 2015, including the 30-day short-term right to reject;
the right to have the goods delivered within 30 days unless we agreed otherwise, and to cancel and be refunded if we miss an agreed delivery date that you told us was essential.

For free, independent advice on these rights, contact Citizens Advice consumer service.

11 — If something goes wrong

If a return is taking longer than this page says it should, reply to your existing email thread with us or write to support@lacedglobal.shop with your order number and the tracking reference for the return. We will tell you where it is and what happens next in writing.

See also our Delivery policy, our Terms & Conditions and our Privacy Policy, or head back to the shop.