At Dunes Shoes Store, we want you to be completely satisfied with your London-inspired footwear and accessories. If for any reason you’re not happy with your purchase, we offer a straightforward returns and exchanges process for eligible items.

Our Return Policy

You may return most unworn, undamaged items within 15 days of delivery for a full refund or exchange. All returned items must be in their original condition with tags attached and packaging intact.

Please note: For hygiene reasons, we cannot accept returns on the following items:

  • Any footwear that shows signs of wear (scuffed soles, creasing, etc.)
  • Items without original packaging or tags
  • Personalized or made-to-order products

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange your item:

  1. Contact our customer service at [email protected] within 15 days of receiving your order. Include the following information in your email (or use our template below):
  2. Wait for approval – Our London team will review your request and send return instructions within 2 business days.
  3. Package your return – Securely pack the item(s) in the original packaging with all tags attached.
  4. Ship your return – Send the package to our London address using a trackable shipping method. You are responsible for return shipping costs unless the return is due to our error.

Return/Exchange Request Template

Use this template when contacting us about your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Dunes Shoes Store Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Details: – Item(s) to return: [Product Name, Size, Color] – Reason for return: [Please specify] – Preferred resolution: [Refund/Exchange for [Product Name, Size, Color]] I confirm that the item(s) are in original condition with all tags attached and packaging intact. Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Contact Number]

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days.
  • Your refund will be credited to the original payment method (Visa, MasterCard, JCB, or PayPal).
  • Shipping costs are non-refundable, except in cases of incorrect or defective items.
  • For exchanges, we will ship your new item once we receive the return. Shipping charges for exchanges follow our standard rates.

Note: Depending on your bank or credit card company, it may take additional time for the refund to appear on your statement.

International Returns

For our global customers (excluding some Asian and remote regions):

  • You are responsible for any customs duties or taxes incurred when returning items.
  • We recommend using a trackable shipping service as we cannot be responsible for lost return shipments.
  • Refunds will be issued in GBP and converted by your payment provider.

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us immediately at [email protected] with photos of the issue.
  • We will arrange for a free return shipping label if needed.
  • You may choose between a replacement (subject to availability) or full refund.

For any questions about our returns policy, don’t hesitate to contact our London team at [email protected] or +44 20 XXXX XXXX during our business hours (Monday-Friday, 9am-5pm GMT).

Thank you for shopping with Dunes Shoes Store – where London fashion meets global style.