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FAQs

UK Returns

For UK & EU customers, any orders cancelled in writing within 14 days of receipt of goods will be refunded in full, including the cost of standard postage and packing.

If you chose a non-standard delivery option, only the cost for standard delivery will be refunded. For further details, see our terms and conditions.

Footwear should only be tried on in carpeted areas to protect the soles of footwear. Returned goods found to be worn, damaged, marked, soiled or scratched will not be refunded or exchanged.

All DuoBoots products are checked for quality before they are sent to you. Customers can expect DuoBoots boots and ankle boots to remain of satisfactory quality throughout their reasonable life expectancy, so long as they are maintained correctly and not misused. If a product is deemed to have a manufacturing defect or is not fit for purpose upon receipt, we will offer an exchange or refund. If the product has been worn and is deemed faulty within 12 months of purchase, we will offer a replacement or exchange (subject to availability). Please note that items that are damaged as a result of wear and tear are not considered to be faulty; please refer to our care advice on how to best maintain your DuoBoots footwear here. DuoBoots will assess each case independently. Your statutory rights are not affected.

We advise that you use a traceable and insured postal service, or Collect+ to return your products to us as we cannot be held responsible for goods lost in transit. Postage charges for returned products are the full responsibility of the purchaser, and are non refundable by DuoBoots unless you received a faulty or wrongly despatched item.

Please note: We cannot accept returns of used product care items.

Full instructions on how to return your product will be outlined on the despatch note you will receive with your product.

DuoBoots have partnered with Collect+ to offer you an easy way to return your products to us. Collect+ is a convenient way to return parcels at over 6,500 local stores – most open early until late, 7 days a week.

To find your nearest Collect+ store, visit their website here

* Available to UK Mainland, Northern Ireland and the Isle of Wight. For returns from the Channel Islands, we recommend using an insured and traceable postal service for your return.

 

Yes you can, as long as they’re returned within 14 days of receipt, unworn and in the original condition, complete with the original packaging and proof of purchase. Please note that shop staff will only be able to action a refund on site. A new purchase will need to be made if you’d like a new product in exchange.

Returns made with our Collect+ service will usually take 3 to 5 working days to reach us. You can track the progress of your Collect+ return by entering the tracking number detailed on your proof of posting here.

You will receive confirmation by email once your refund has been made. We will refund any money owed to you using the same method originally used by you to pay for your purchase.

Funds usually take 3 to 5 working days to clear to your account, however please allow up to 10 working days.

Your refund will appear on your bank statement as www.duoboots.com. Please note: if you purchased your item with gift vouchers or a credit note, you will receive a refund in gift vouchers by post to your billing address.