At Hush Shoes Shop, we want you to be completely satisfied with your purchase. We understand that sometimes things don’t work out, which is why we offer a straightforward returns and exchanges process for most items within 15 days of receipt.

Returns & Exchanges Process

  1. Initiate Your Return/Exchange: Contact our customer service team at [email protected] within 15 days of receiving your order. Please include your order number and reason for return/exchange.
  2. Receive Authorization: We will email you a Return Authorization Number and detailed instructions within 2 business days.
  3. Package Your Items: Securely pack the unworn, undamaged shoes in their original box with all tags and packaging intact. Include the original receipt or proof of purchase.
  4. Ship Your Return: Mail the package to our returns centre at:
    Hush Shoes Shop Returns
    28 Humberstone Gate
    Leicester, GB LE3P 3TG
    United Kingdom
    Please note: Return shipping costs are the customer’s responsibility unless the return is due to our error.
  5. Processing: Once we receive your return, please allow 3-5 business days for inspection and processing.

Refund Information

Refunds will be issued to the original payment method within 5-10 business days after we process your return. The refund amount will include the product price minus any original shipping costs (unless the return is due to our error).

For payments made via PayPal, credit, or debit card, refund processing times may vary depending on your financial institution. Typically, refunds appear within 3-5 business days after we process them.

Non-Returnable Items

For health and hygiene reasons, we cannot accept returns or exchanges on:

  • Worn shoes (except for manufacturing defects)
  • Items without original tags or packaging
  • Personalized or custom-made products
  • Items purchased during final sale or clearance events (will be marked as such)

Exchange Process

Exchanges are subject to product availability. If the style/size you want is unavailable, we will issue a refund instead. You will not be charged additional shipping for exchanges of equal value, though price differences will be adjusted accordingly.

Return/Exchange Request Template

Use the following template when emailing us about your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Hush Shoes Shop Customer Service,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Product name: [Product Name]

Size: [Size]

Reason for return/exchange: [Please specify reason]

For exchange: Desired replacement product/size: [Product Name and Size]

Please send me the Return Authorization Number and further instructions.

Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number]

Damaged or Defective Items

If you receive damaged or defective merchandise, please contact us immediately at [email protected] with photos of the damage or defect. We will arrange for a free return and replacement or refund.

International Returns

Customers outside the United Kingdom are responsible for any customs fees, duties, or taxes associated with returning items. We recommend using a tracked shipping service and retaining your proof of postage.

If you have any questions about our returns and exchanges policy, please contact our customer service team at [email protected].