REFUNDS & RETURNS
RETURNS PROCEDURE
If for any reason you wish to return an item you have purchased, you will have 14 days from receipt of goods in which to do so. Items will only be accepted if they are returned in perfect condition and fully labelled. Shoes always need to be returned in their undamaged, original box, as this counts as part of the whole product. For this reason we ask you to be extremely careful when trying on any item, we do not accept returns of vandalized items, unless the product is faulty. In the case of faulty products, contact a member of the customer services team directly.
RETURNS COSTS
All returns, both domestic and international, cost a nominal charge except when stated free of charge. See our terms or contact our customer service to verify.
RETURNS OPTIONS
Please see ‘how to return something by post’ for full details of how our returns procedure works.
Alternatively, we offer a prepaid Royal Mail service for returns.
Please note that you are responsible for the items until it is received back by us.
INTERNATIONAL RETURNS PROCEDURE
If you are an international customer and you wish to make a return, you will still need to fill out a returns form in accordance with the usual returns procedure. At this time, we are unable to book courier collections for our international customers, so you will need to arrange to ship your item and pay for your return, as well as customs duties, if applicable. If the reason for return is that the item was damaged or faulty, please contact customer services that will arrange for the cost of shipping the item(s) back to us to be refunded. Please remember to insure your item and retain your proof of postage until you have been refunded – We cannot accept responsibility for insuring return goods. In the event that the item being returned is faulty, please contact customer services and we will of course arrange to reimburse the cost of shipping. We will be able to track the status of your return from the time when it is received back by us.
TRACKING YOUR RETURN
We will email you to let you know that your return has been received and processed. However if you are concerned about the status of your return please contact customer services with details of your return including your proof of postage and tracking number so that we are able to assist you as best we can.
We can only track the status of your return from the time when it is received by us. Until then, the item you are returning will be your responsibility.
We advise you to retain your proof of postage and to insure your item for this reason.
REFUND POLICY
Please allow 5 - 10 working days for your account to be credited. Please note that some banks may take slightly longer to process your refund.
CREATING A RETURN
To make the returns procedure as simplistic as possible for all our customers, we include a comprehensive returns form, pre-printed returns label and postal bag with each order that is shipped. Please fill out every section of the returns form before you send back your item as follows:
Item code
Item description
Return Quantity
Note whether you wish to return or exchange*
Enter the reason code as indicated on the returns form.
*Please Note: We only accept an item for exchange if you wish to swap the same item for a different size (or color, if applicable). On the returns form, clearly indicate what item you wish to exchange and which size or color you would like to replace it with. If you have any questions regarding exchanges, please contact customer services for more information.
You will receive an email from us as soon as your goods have been received and the return has been processed.
RETURNS REASON CODES
Incorrect Size
If you are not completely happy with the size or fit of the item(s) you have ordered, then please select this option as the reason for your return. Alternatively, you may wish to exchange your item, which we will be happy to do if we have the same item in an alternative size in stock.
LOST RETURNS FORM
If you have lost your returns form and you wish to process a return, please contact customer services immediately so that they can recall your original order and email you a new returns form.
INCORRECT ITEM RECEIVED
DEBBY® Corporation takes great care to make sure we correctly fulfill your order. If however for any reason you receive an incorrect item, then please select this option as the reason for your return.
FAULTY OR DAMAGED ITEMS
All items are checked at the point of dispatch to ensure that there are no faults or damages. If however you receive a faulty or damaged item please state this as the reason for your return, giving as much detail as possible. All items, which are returned as faulty, will be carefully scrutinized when they are received back by us. Items are only classified as ‘faulty’ if the fault lies with the manufacturer (please see Terms & Conditions). Items, which are damaged as a result of normal wear and tear, will not be accepted as faulty and will be returned to the customer at your own cost.
NO LONGER REQUIRED
If for any reason you no longer require the item you ordered, please state this as the reason for your return. Alternatively we can offer you an exchange for the same item in a different size or color if we have the item in stock.
SALE ITEMS
Yes, we will accept return of sale items. Our usual stipulations will apply.
LOST RETURNS FORM
If you have lost your returns form and you wish to process a return, please contact customer services immediately so that they can recall your original order and email you a new returns form.
REFUND ERROR
If you have been refunded an incorrect amount then please contact customer services as soon as possible, with all the details of your order and return. This will enable us to look into the matter get back to you within a reasonable time. We aim to respond to all such matters within a 5-day period. However please note that the full refund may take longer to process if there has been an error.
GIFT CARD RETURNS
If you wish to return a gift voucher then please contact a member of the customer services team, who will then be able to cancel the gift voucher for you. The original card, which used to purchase the gift card, will be refunded within the usual refund terms and conditions of sale.
NOT AS DESCRIBED ON SITE
We take utmost care to ensure that the descriptions on our website are as detailed and as accurate as possible. If however you feel that the item you receive was not what you expected, then please select this option as the reason for your return. Alternatively we may be able to offer you an exchange if applicable, or you may wish to call customer services for advice on a more suitable alternative option.
If you have any questions regarding the reason codes for returns, please contact customer services by email or by telephone and we will be happy to assist you.