We will refund or exchange a pair that comes back to us in perfect, resellable condition, provided you tell us within 14 days of receiving it. As a rule we do not refund the postage back to us, unless we have made a mistake or we have agreed an exchange with you. We cannot take back anything that has been customised or personalised.
You can also withdraw online, at any time within those 14 days: choose “Withdraw from contract here” at the foot of every page of this site, sign in with the email address you ordered with, select the order and confirm. You will receive an email confirming that your request has reached us.
If the heel slips, bend the shoe. A new welted shoe is rigid and tends to pull at the heel; once it is worn in it develops a natural curve. You should just be able to slip a small finger down behind your heel.
Try a new pair on carpet, indoors, and stay on the carpet while you do. A leather sole takes a mark from a single step on a hard floor, and a marked sole cannot be sold as new.
A pair must come back in the same immaculate condition it left in: soles unmarked, uppers unscuffed, lining clean, and nothing worn outdoors.
Under Swedish and EU law you may examine a pair as you would in a shop, and trying it on indoors on carpet is exactly that. But if a pair comes back soiled, scuffed, worn in or damaged it has lost value, and we deduct that loss from your refund. On a pair that can no longer be sold as new, that deduction can be the whole price. This is the one thing we are strict about.
Write to us and we will tell you what we hold in your size. You pay the postage back to us; we pay the postage of the replacement pair out to you.
If a pair is faulty, or we sent the wrong one, we pay the postage both ways and we will send you a prepaid label — just ask. Under the Swedish Consumer Sales Act you may claim a fault for three years from delivery.
We refund within 14 days of the pair reaching us, to the means of payment you used. We refund the price of the goods and the delivery charge you paid on the order. We do not refund what it cost you to send the pair back.
If you refuse delivery of a parcel, we refund once the goods are back with us, less what it cost us to recover them.
Mark the parcel clearly as RETURNED GOODS and fill in the customs declaration so that no duty or import tax is charged on the way in. If a charge arises because the paperwork is wrong, that cost is yours. We cannot refund customs duty or import taxes you paid on the original delivery; you claim those from your own customs authority, and we will send you whatever documentation you need.
Write to us first and we will try to settle it. If we cannot, you may take the matter to Allmänna reklamationsnämnden (ARN), Box 174, 101 23 Stockholm, arn.se, or use the European Commission’s online dispute resolution platform. Swedish law applies to the purchase. If you live in another EU country, the consumer rules of your own country that cannot be contracted away still apply to you.
Questions: shop.stjohnparker@gmail.com