Caroline Turner Shoes

Exchanges & Returns

If you are not completely happy with your order, you can send all full priced items back to us within 14 days of receipt for an exchange or full refund. Please note that the cost of returning products to Caroline Turner Shoes is borne by you.

All items sent back to us must be in their original condition. Products must be returned unworn and undamaged in their original packaging with the original purchase receipt.

To return or exchange an item please fill in the returns form to indicate the reason for return and send to:
Caroline Turner Shoes, 23 Victor Road, Teddington, Middlesex TW11 8SP

We advise that all goods returned should be sent via a recorded method of delivery (e.g. Royal Mail Recorded Signed For™). This will cover you if the goods are lost in the post. Caroline Turner Shoes will not be held responsible for any returns that do not reach us and you will remain billed for lost items.

We aim to process returns as soon as they arrive. However, during very busy periods, please allow 7 days for your exchange or refund to be processed. We will always refund any money received from you using the same method originally used by you to pay for your purchase.

You will receive an email to confirm once the refund has taken place, however it may take a few days to show on your bank statement.

If you wish to exchange an item for something of a higher value we may require some of your card details again. Alternative products can be exchanged according to our stock.

If we do not have the desired replacement you will receive a full refund and an email confirming this.

The refund includes the value of the items returned, including VAT, but exludes delivery costs (where applicable).

Please note: Sale Items can only be returned within 7 days of receipt for an exchange or refund.

Suspected Faulty Goods

In the rare and unfortunate event of your purchase being faulty, please accept our apologies and contact us to discuss your options – email: info@carolineturnershoes.com or call 020 8977 0850

For UK customers, please return any suspected faulty items via either Royal Mail Recorded Signed For™ or Special Delivery™. On further inspection, in the event that your goods are deemed faulty we will reimburse your return postage fee up to the value of £8.25.

For items sent back to us via any other methods, whereby we accept responsibility for the postage fees, we will still only be able to reimburse up to the value of £8.25. This does not affect your statutory rights.

Right to Cancellation

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm