Refund policy
Return and Refund Policy
At Terraloom, we're committed to your satisfaction. We stand behind the quality of our products and want you to shop with confidence.
UK Customers – Free Returns
We're introducing our premium Brazilian leather shoes to the UK market, and your satisfaction is our priority. We offer completely free returns and exchanges within 14 days of delivery.
- If your shoes don't fit perfectly or aren't as comfortable as we promise, we'll collect them at no cost to you.
- Simply initiate your return through your account portal or email us at terraloom@terraloom.co.uk.
- Once we receive your return, we'll process your full refund within 5 business days to your original payment method.
International Customers – Returns Accepted
We welcome international orders and accept returns within 14 days of delivery. However, as we're unable to offer free international shipping:
- You are responsible for arranging and paying for return shipping.
- Items must be sent back using a tracked service (we recommend keeping proof of postage).
- Once we receive your return in acceptable condition, we'll process your full refund within 5 business days to your original payment method.
- Original outbound shipping costs are non-refundable.
Exchanges
If you'd like a different size or style:
- UK customers: We'll arrange free collection of your original item and send the replacement at no extra cost (subject to availability).
- International customers: Please return your item as above, then place a new order. We'll process your refund once we receive the return.
If your desired item is unavailable, contact us and we'll help find an alternative or process a refund.
Defective Items
In the rare event you receive a defective item, we want to make it right.
- Contact us within 14 days with photos clearly showing the defect.
- We'll review the images and may ask for additional information to assess the issue.
- UK customers: If we confirm a defect, we'll send you a prepaid return label. Once we've received and inspected the item to verify the defect, we'll send a replacement or full refund.
- International customers: If we confirm a defect, we'll ask you to return the item using a tracked postal service. Once we've received and inspected the item to verify the defect, we'll refund the product price and reimburse your return postage costs up to a maximum of £30.
If upon inspection the item is not found to be defective, standard return conditions will apply.
Condition of Returned Items
To be eligible for a return or exchange, items must be:
- In original, unworn condition with all tags and labels intact
- Returned in their original packaging
- Free from signs of wear, damage, or alteration beyond trying them on
- Shoes must have clean soles with no visible wear or scuff marks
We reserve the right to reject returns that don't meet these criteria.
Our Quality Commitment
We carefully select and inspect all products to ensure high quality. If you're not happy, please let us know – we value your feedback.
Sustainability
We use eco-friendly, recyclable packaging. We encourage you to reuse or recycle our packaging materials.
Questions?
Email us at terraloom@terraloom.co.uk. We're here to help make your experience positive and straightforward.
