Refund policy
STEFANCOOKE.CO.UK RETURNS POLICY
Version: 18 Feb 2026
We operate a 14 day return policy, which means you have 14 days after receiving your item to request a return for a refund or an exchange.
To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging.
Custom products are not eligible for returns, as these products are made to measure and therefore not suitable for reseale.
We offer returns & exchanges free of charge on all products valued over £300.00. For product returns with a value less than £300.00, the cost of the return shipment will be deducted from your refund.
RETURNS PORTALS
RETURN PROCESS
- Visit our UK or INTERNATIONAL returns portal according to your location.
- Enter your order number and associated email.
- Select a reason for your return from the dropdown
- Follow instructions & any additional information requests
- Select whether you want to return for a refund or an exchange & follow the prescribed instructions to complete the request.
- Once your request has been submitted, you will receive an email with a pre-paid return shipping label and further instructions on how to arrange the pick-up of your product(s) or locate your nearest drop-off point. You should receive your shipping label shortly after submitting your return request, but if not, please contact our CLIENT SERVICES TEAM.
- Please package the product(s) securely and carefully in its original packaging, as it was sent to you, and include any accompanying accessories such as hangers, dust bags etc, and ensure that all original swing tags remain attached.
- We advise you to use the same outer box to return your product(s) to us. In the event it is damaged or you have disposed of it, please contact our CLIENT SERVICES TEAM. Securely seal the outer box with tape making sure to seal all box openings.
- Print and affix your return shipping label securely to the outside of your parcel, making sure the waybill is visible and all original shipping labels are removed and/or covered.
- Arrange a collection or deliver the parcel at your nearest drop-off point.
If you require assistance at any stage, please contact our CLIENT SERVICES TEAM
Please note, to receive a full refund, products must be returned unworn and in the condition they were received. We are unable to accept shoes returned to us with scratched or damaged soles. To avoid marking, shoes should be tried on a soft surface.
FAQs
Q. IS MY ORDER ELIGIBLE FOR RETURN/EXCHANGE?
All standard orders are eligible for return as long as you apply for a return through our Returns Portal within the prescribed 14 day period and products can be returned new and unused, with all packaging and accessories included.
Pre-Ordered items or any products that are made to order, such as custom or atelier made products are only eligible for return if the product is damaged or faulty. In this case, we will work to remedy the issue first, and only if we are unable to do so is the product eligible for a refund.
Q. CAN I EXCHANGE AN ITEM FOR A DIFFERENT SIZE OR COLOUR?
We offer all customers the option to exchange any product in their order for a different size subject to availability.
For UK customers, we also offer the option to exchange a product for a different colour, or entirely different product.
For international customers, we offer the option to exchange a product for a digital gift card which can be used to purchase a different item through a different order.
Q. HOW MUCH WILL MY RETURN COST?
Cost of returns differs from country to country. The cost of the return shipping will be deducted from any refund you receive.
From time to time, we may run promotions offering Free Returns on certain orders, dependent on order value or quantity. In these cases, returns will be offered free of charge.
- We currently offer free returns on UK Orders valued above £300.00 at time of purchase.
- Returns for exchange are offered free of charge.
Q. WHEN WILL I RECEIVE MY REFUND?
Once your return has been received and deemed eligible for a refund, you will receive an email confirming your refund. Your refund will be issued back to your original payment method. Please allow up to 14 working days for your refund to show in your account due to varying card processing times. Applicable shipping charges for the return will be deducted from the refund amount.
If you haven’t received a refund and more than 15 business days have passed since we’ve approved your refund, please contact our CLIENT SERVICES TEAM.
If the item returned is deemed not be ineligible for a refund, we will contact you to arrange a re-delivery. The cost of this re-delivery shipment & any applicable taxes & duties will be charged to you.
Q. WHAT DO I DO IF MY ORDER WITH PRODUCTS DAMAGED OR MISSING?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, missing in full or in part or if you receive the wrong item, so that we can evaluate the issue and make it right.
Q. WHAT DO I DO IF MY ORDER DOESN’T ARRIVE?
We remain responsible for your order up until the point of delivery.
For claims involving lost, damaged, or missing items after dispatch, we will initiate an investigation with the courier company upon receiving your claim. The timeline for completing the investigation will depend on the courier company's policies and procedures and refunds or replacements will be processed once the investigation is concluded and the courier company provides their findings.
To assist with the investigation, we may request evidence, such as photos of the package, delivery label, and any other relevant details.
We appreciate your patience and understanding during this process.
OTHER QUESTIONS
Should you have any other questions about our Returns & Refund's policy, please get in touch with our CLIENT SERVICES TEAM
