If a pair does not close
If a shaft will not close or the length is wrong, sending the pair back is handled by our retail partner under their own policy, not by us.
Where a return is arranged
In the account the order was placed under, with our retail partner. Their policy sets the window, the condition the boots need to be in, and how the money comes back. We are not party to any of it and cannot start, chase or settle a return.
Read their terms before buying
Policies differ between sellers and change over time, so the version that matters is the one on the listing at the moment of purchase. Anything we printed here would be a copy of somebody else rules, and copies go out of date quietly.
The returns we would rather prevent
Most of the fit complaints we read come down to a size chosen from memory. Two measurements avoid nearly all of them: heel to longest toe, standing, in the sock you intend to wear; and the calf at its widest, sitting.
- The bench reads the length against our grid and shows the size the foot fits into alongside the next one up, with the room each leaves.
- Where a pair publishes a shaft opening we read it at your size, rather than quoting the widest figure on the model.
- Between two sizes on a pull-on boot, up is the safer way to be wrong. A thicker sock takes up slack; nothing takes up a shortage.