Refunds or Exchanges for online purchases
We do accept refunds and exchanges as part of our online service, please ensure the following for a quick and speedy service.
Refunds or exchanges are only valid if the goods are returned within 14 days of delivery.
For an exchange or refund on all full price goods purchased online in the *UK, we offer a free return delivery using a UPS access point. Please email firstname.lastname@example.org to advise if you are returning or exchanging, we will email a pre paid PDF shipping label, please print and affix to the box, take the parcel to your nearest UPS access point, details can be found at https://www.ups.com/dropoff. *Please note UPS returns are only possible for mainland UK.
For Northern Ireland and Channel Island customers we still offer a free exchange/refund delivery, or if you live in a remote area, please email email@example.com and we can advise an alternative return procedure.
When returning or exchanging, please complete and return the exchange/refund form included in the box with your goods. Please note the free return and exchange shipping does not apply to sale goods, it is the customers responsibility to pay for the return, if an exchange is required the customer is required to pay the shipping charge.
Europe and International returns, please return the shoes with a signed for, guaranteed service. Please note we do not accept returns by FedEx. In the event goods are returned by FedEx Harriet Wilde will not be responsible for the FedEx import returns ancillary fee, this will be charged to the customer and will cause delays to any refunds due.
Shoes and bags must not be worn/used and should be returned in a perfect and unworn condition, without blemish on the fabric, sole or lining.
Please make sure that the shoes are tried on a clean carpet. Do not remove the plastic cover on the sole unless you plan to keep the shoes, a refund or exchange will not be valid if the plastic cover from the sole has been removed.
The shoes and bags must be returned in the original packaging and the protective outer packing box as they were received. The shoebox must be in perfect condition and not damaged, as we consider this to be part of the product, it must also include the shoe bag otherwise the return or exchange will not be accepted.
Please note, we are unable to refund or exchange special order/bespoke shoes or handbags, these items have made to the customers request, special order means shoes or handbags that have a trim or decoration that was requested by the customer and is not part of our collection, or a bespoke product. We cannot be held responsible if the shoes are not the correct size or the item is unsuitable. It is the customers responsibility to check the size and style before the order is placed and delivered.
Please return the shoes and bags with an signed for, guarantee service, we cannot accept any responsibility for lost shoes returned by the customer.
Our address for returns/exchanges:
25-27 Bickerton Road
Telephone: + 44 (0) 207 263 4147
International returns procedure
Clearly mark the top side (same side as the address) of the package ‘RETURNED GOODS’ in large, visible capital letters.
A customs declaration (CN22 or CN23) must be attached to the package. The declaration must include a complete and accurate description of the goods, their quantity and value. Our VAT number 936 2280 23 must also be included on the CN22/CN23.
We do not take any responsibility for returned items that are not received and request that you contact your postal or delivery service provider directly.
You will be responsible for paying postage costs associated with returns under this policy, including customs charges for parcels not marked 'RETURNED GOODS' on the top side of the parcel.
Please note we do not accept returns by FedEx. In the event goods are returned by FedEx Harriet Wilde will not be responsible for the FedEx import returns ancillary fee, this will be charged to the customer and will cause delays to any refunds due.
Appointment returns and exchange policy
Please note, due to the nature of the product and the service you receive at your appointment, we are not able to offer a refund. However if you do require an exchange this must be agreed by Harriet Wilde at the point of sale, unless agreed we do not accept exchanges.
Payment online can be made by any credit or debit card or by Paypal, orders can also be placed over the telephone by credit or debit card (not Amex)
Delivery and Postage costs
See our Shipping page for costs.
Please note free return collection in the UK does not apply on sale goods, it is the customers responsibility to return the goods and pay shipping charge to send out any exchanges.
Our aim is to send your shoes as soon as payment is received, we will guarantee that if your size is in stock the shoes will be sent in no more than 3 days after payment.
Our prices in the European Union include VAT where applicable. Orders shipped to countries outside the EU may be subject to additional Sales Taxes and Import Duties, Harriet Wilde is not responsible for these taxes.
Harriet Wilde will try and insure that the website is always fully operational and updated with correct availability of the goods displayed, but there may be times that this is not possible. In the event of an order being placed that cannot be fulfilled you will be notified and a refund made by Paypal including shipping costs.
All prices are quoted in UK pounds Sterling and include VAT where applicable. All prices are subject to change at any time without prior notice.
For information on buying the correct size please refer to our size conversion chart
Damaged or faulty goods Policy
We check all our shoes before they are sent, to ensure they are in perfect condition. If however a manufacturing fault occurs, the shoes can be returned within 6 months of purchase. Please note that items that have damage from general wear and tear will not be classified as faulty.
We can only exchange items for a similar type of product in the same shoe size, all subject to availability. If possible we will try and repair any faults and return the goods.
Privacy – Your information
Any details you provide Harriet Wilde including your email address and any other information supplied are strictly private and confidential. Your information is respected and will not be shared, sold or given to anyone else.
Copyright and Intellectual property
All shoes, designs, logos, images on this site are copyright of Harriet Wilde. You may not copy, reproduce, alter, distribute, display, post or transmit any part of this site without permission.
Material in this Site may contain inaccuracies or typographical errors. Harriet Wilde shall not be liable or responsible for any loss or damage caused by or arising from any user’s reliance on information obtained from or through this Site. It is your responsibility to evaluate the information and other content available through this Site. This Site and the information and materials contained in this Site are subject to change at any time, and from time to time, without prior or subsequent notice.
Harriet Wilde Ltd
Harriet Wilde Ltd, registered in England, trading as Harriet Wilde. Registration number 06906496. Registered office: 10 New Square, Lincoln’s Inn, London. WC2A 3QA.