Returns Policy

We very much hope that you are happy with your purchases, but if for some reason you wish to return your purchase here are our guidelines:

We can only accept returns and assist with Fly London, Softinos and Asportuguesas products purchased directly from this Website.

Send the item (s) back to Fly London using the address on your invoice (this will be with your parcel) in its original packaging. Your parcel is your responsibility until it reaches us, so we recommend that you obtain proof of posting from your chosen delivery service. Please also drop us an email to the email address detailed at the base of your original order confirmation, letting us know your return is on its way. We also strongly recommend that all previous delivery labels and barcodes are removed from your returning parcel to ensure your parcel is delivered to the correct location. 

For Fly London, Softinos and Asportuguesas products purchased from other retailers please contact the retailer where your purchase was made.  

We are pleased be able to refund or exchange unworn and unmarked products returned with the original packaging and box in a saleable condition, accompanied by the purchase invoice within 28 days from the date you received your order.  Please note that for International product exchanges the customer will be responsible for the cost of sending the new pair. For purchases made during the Black Friday event the Black Friday discount will not apply to exchanges for different styles or colours.

We request that customers do not tape, mark or write on the product boxes.

Please note we do not refund your initial delivery charge, unless specific circumstances dictate.

In accordance to your rights we will be pleased to refund any justified complaints for goods that are found to be defective in quality, description or performance.

We do not refund Leather Care products. 

All refunds will be credited to the same Debit/Credit card or Pay Pal account with which the order was placed within 10 working days of Fly London receiving the item. However it may take longer to appear on your account depending on your account provider.

We will not accept any email confirmations as proof of purchase. 

For purchases made directly in store from our Fly London Covent garden and Edinburgh store please refer to your receipt for our returns policy.

Christmas returns

Where do I send my return?

Send the item(s) back to Fly London using the address on your invoice (this will be with your parcel), in its original packaging. Your parcel is your responsibility until it reaches us, so we recommend that you obtain proof of posting from your chosen delivery service.

The cost of returning the goods to Fly London is the customer's responsibility, unless the goods are damaged, faulty or incorrect. If the goods are damaged, faulty or incorrect please contact us through our website enquiries page https://www.flylondonshop.co.uk/contact to discuss the issue. In cases where the item is deemed to be either damaged, faulty or incorrect we may supply you with a pre paid returns label. If you return the item prior to making contact then the cost of returning the goods may not be refunded. 

International

When returning products from outside of the UK, now including the EU, please ensure that the "RETURNED ITEM" box is ticked on the Customs/ postage form or you WILL be charged by UK Customs for importing goods into the UK. The package will not be processed through Customs until this charge is paid, and if not paid the package will be returned to you by UK Customs. 

We will not accept responsibility for mis-shipped packages, or Customs charges arising from incorrect Customs notifications.

Can I return my online purchase directly by hand to the Fly London store for a refund?

You may only return your online purchase by hand directly to the Fly London store detailed on your invoice. (Please note you will no longer be able to return purchases to our Edinburgh store) You will find the according returns address printed on the top of the invoice received with your shoes. You will need to take the paperwork that accompanied your order with you to the store as proof of purchase. 

What is your refund policy for goods bought in sale?

All sale items purchased online are refundable but must be returned within seven days of receipt, in an unworn "as new" condition. All items will be refunded at the price actually paid. Such items returned to stores must be accompanied by the original paperwork that accompanied your order.

How do I cancel or change my order.

If you wish to cancel your order please contact us as soon as possible through our contact us page. If our dispatch team has already sent your order we will not be able to change your order. We suggest you place a new order and return the unwanted item for a refund. You have 14 days from the day you receive your order to return your order.  

In this case we will issue you with a full refund. You will need to return the entire order at your cost if you have already received it. In all cases, the goods must be in their original condition and unworn. Your refund will usually be processed within 10 days upon receipt.

Statutory Rights

Your statutory rights are not affected by our returns policy.

Damaged on Arrival

If the product packaging is damaged on arrival and you feel this is unacceptable and detrimental to the product, it should be refused at point of delivery.

If the package is signed for on your behalf and you discover the damage later, the issue needs to be flagged within 24 hours for Fly London to consider the claim.

After this time lapses unfortunately we will not be able to assist with a claim for the goods.

Delivery Errors / Problem with Goods

The cost of returning the goods to Fly London is the customer's responsibility, unless the goods are damaged, faulty or incorrect. If the goods are damaged, faulty or incorrect upon arrival please contact us through our website enquiries page https://www.flylondonshop.co.uk/contact to discuss the issue. In cases where the item is deemed to be either damaged, faulty or incorrect we may supply you with a pre paid returns label. If you return the item prior to making contact then the cost of returning the goods may not be refunded. 

Exchanges

If you wish to exchange your item for another Fly London product, we cannot guarantee that your chosen exchange will be available.

Please detail the new item you require on your returns slip. In cases where we are not able to provide an exchange due to the item no longer being available, we will offer a refund. We will always make contact with you before any action is taken.

Responsibility

PLEASE NOTE: If you are returning products please remember they are your responsibility as a customer until they reach us.

For your own protection we recommend that you send any returns using a delivery service that insures you for the value of the goods being returned.