Return Process

To initiate a return, please visit our Order Return page and complete the online return form. This ensures a quick and efficient process by providing you with the correct return address and detailed instructions automatically.

Using the online form is the fastest and most effective way to process your return. Our customer service team will not be able to assist with returns outside of this process.

Thank you for your understanding and cooperation.

Return Request Time frame: 

  • We aim to process a return as quickly as possible depending on the type of return requested. A return process from beginning to end starts from the data of the return ticket.
  • Service Return Levels are from 7 to 14 days if the items are being returned back to the warehouse for full inspection before a return process is resolved. Please refer to the Warranties section below on the return process. 

UK Customers:

General Returns: In line with our Manufacturers consumer guidelines. 

  • Time Frame: Items must be returned within 14 days of delivery if approved only by customer services. Returns after 14 days may be subject to our discretion and could be eligible for a store credit only.
  • Condition: Returned items must be in unused, unworn, and unwashed condition, with all original tags and packaging intact. For shoes, please ensure they are tried on indoors and do not show any signs of wear.
  • Exclusions: We do not accept returns on sale, ‘outlet’, or lingerie items due to hygiene considerations or bulk item purchases. 
  • Shipping Costs: Are the responsibility of the customer and are non-refundable.
  • Exchanges : We do not offer exchanges however, you can get store credit to purchase another pair. 

Shoes:

  • Must be returned in their original, undamaged box and packaging including dustbags.

Lingerie:

  • Cannot be returned for hygiene reasons. 

Business Returns or bulk item purchases 

We do not accept returns for items purchased for business use or bulk items purchases from individuals of a none business entity . Business purchases include, but are not limited to, bulk orders for photoshoots, shows, corporate events, or any orders made with the intention of short-term use. This policy ensures that all our customers receive brand-new, unused items.

A business or bulk order individual purchase may be as a transaction if it includes any of the following:

  • Orders with a large quantity of items from 3 items in varying sizes, one size or colours. 
  • Purchases made for resale or redistribution.
  • Orders placed by business entities or individuals known to operate in a commercial or promotional capacity, modelling, photography, reselling or other. 

If your order falls under this category, it is not eligible for return. 

Clearance Items purchased. 

Clearance items are non refundable as they have already been highly reduced. 

International Customers (Outside the European Union):

  • Time Frame: You have 28 days from receipt to return items.
  • Labeling: Clearly mark the package as “RETURNED GOODS RELIEF CLAIMED” to ensure acceptance.
  • Shipping Costs: Are the responsibility of the customer and are non-refundable.

Additional Guidelines:

  • Care: Please avoid marking items with makeup, false tan, or creams.
  • Refused Deliveries: Will not be eligible for a refund.

Note: This policy is in addition to your statutory rights and is governed by English Law and Courts.

Please don’t hesitate to reach out if you have any questions or need assistance with your return. Our team is here to ensure a smooth and hassle-free process.

Warranties

Eligibility for Credit

  1. Purchasing Directly: Merchandise must have been ordered directly from us and supported by our invoice.
  2. Defects and Credits: We offer credits for goods returned due to manufacturing defects under the following conditions:
    • On arrival: if on arrival shoes are defected we will send out another pair free of charge please ensure you send pictures of shoes being destroyed to receive this. 
    • Within 1 month of invoice date: 80% credit of the invoice value.
    • Within 2 months of invoice date: 70% credit of the invoice value.
    • Within 3 months of invoice date: 50% credit of the invoice value.
    • After 3 months up to 6 months: No credit is available, in alignment with our supplier’s terms.

Process for Returns inline with quality control return inspection

  1. Inspection Requirement: No credit will be issued until the returned merchandise has been inspected. Customers must email clear and detailed pictures of the defective merchandise for preliminary evaluation. Upon approval, you will receive an email notification confirming the credit.
  2. Notification Deadline: Defective merchandise must be notified to us within three months of the invoice date. Notification after three months will not qualify for any credit.
  3. Condition of Goods: No credit will be given for goods that have been altered, intentionally tampered with, show excessive wear, or are from closeout or “all sales final” sales. We reserve the right to make the final judgment regarding the condition and eligibility for credit.
  4. Exclusions: Claims related to merchandise’s sizing, fitting, colour, or dimensions are not eligible for credit. We reserve the final say in such matters.
  5. Redemption of Credits: Credits issued can only be applied to open invoices and future orders, not redeemable for cash.
  6. Shipping and Additional Charges: We will not reimburse for shipping charges, tax, duty, VAT, or any other charges associated with clearing customs.

Final Provisions

  1. Right to Refuse: We reserve the right to refuse credits based on our evaluation of the returned merchandise according to these terms.

This policy is designed to align with the terms set by Pleaser USA, Inc., while offering a structured and graduated credit system for our customers. By adhering to these guidelines, we aim to provide clarity and satisfaction in handling returns of defective products.

3rd party guidance – Please refer to the consumer right guidelines who provide legal guidance if still unsatisfied across the clothing and footwear retail sector. https://whatconsumer.co.uk/buying-clothing-and-footwear/

Most common question situations, answers below. 

Where you have no rights from 3rd party guidance on purchases. 

The following are common situations, but do not require the shops or online stores to do anything:

  • You simply changed your mind or the item was not appropriate due to colour, size or style
  • If you buy something expecting it to be a size 14, but it clearly isn’t your size, this does not mean you can get a refund, although you can usually get store credit within 14 days from delivery date. 
  • If the item of clothing is dirty and the mark can be removed by washing, this is not the same as damage and shops are not obliged to give you any discount.
  • Late delivery on any items does not qualify for a refund request if requested. The Consumer rights act 2015 states that traders must deliver goods to consumers without undue delay and within 30 days of the contract purchase date being made. If the order is after 30 days and the consumer requires a refund, then a  refund can be requested. 

For more information please also refer to your Consumer Rights Act 2015 as a consumer.

Thank you from Banana Shoes Ltd compliance.