Returns & Refunds Policy

Last updated: 15 September 2026

In short

• Return window: request your return within 30 days of delivery. Every return needs our written approval first; returns sent without approval can't be refunded.
• Return postage: at your own cost, to our returns centre in the United States — an international shipment. We don't provide return labels, free returns or exchanges.
• Condition: not worn outdoors — tried on indoors only — with clean outsoles, in the original shoe box with all tags and accessories. Every return is inspected before a refund is issued.
• Refunds: to the original payment method within 7 working days of approval. Shipping Protection fees aren't refunded.
• Cancellations: orders are processed automatically, so a cancellation is only possible within 5 minutes of ordering.
• Faulty, damaged or incorrect items: report within 3 working days of delivery, with photographs, and we'll send you a replacement pair free of charge. Glue traces, minor creasing, break-in stiffness, sizing and personal taste aren't faults (section 8).

1. Trying footwear on

You can request a return within 30 days of the delivery date recorded by the courier, for any reason; we're unable to accept requests after 30 days. Your order number is your proof of purchase, and sale and promotional items can be returned on the same terms as full-price ones.

Try footwear on indoors as you would in a shop: on carpet, walk around the house, check the fit — and don't take them outside until you're sure. Beyond that, the pair needs to come back in the condition in which you received it:

• Not worn outdoors, with clean outsoles — no scuffs, dirt or wear on the sole, no creased uppers, no wear on the insole or heel, and no odours.
• Unaltered and undamaged, with any protective films, inserts, laces and accessories supplied still in place.
• In the undamaged original shoe box with all tags and labels, packed inside a shipping carton (please don't stick the label on the shoe box or use it as the shipping box).

Every return is inspected on arrival. If a pair doesn't meet these conditions we'll let you know: depending on its condition we either refund a reduced amount that reflects the loss in value, or decline the return. Declined pairs can be sent back to you at your cost if you ask within 14 days.

2. How to return

1. Email support@hike-comfy.com within 30 days of delivery with your order number, the item(s) you're returning and the reason.
2. We reply within 2 working days. If your return is eligible you'll receive our written approval, the return instructions and the address of our returns centre in the United States. Please don't send anything before you have it — this address is only shared through this process, and parcels sent to our business address, the address on the shipping label or anywhere else can't be processed or refunded.
3. Pack the shoe box inside a shipping carton, write your order number on the outside of the parcel and put a note with your order number inside. Only include the items we've approved.
4. Post the parcel within 14 days of receiving our approval, using a tracked service, and email us the tracking number.
5. We inspect the return within 3 working days of arrival and email you the outcome.

Returns that arrive without prior approval, at any other address, or more than 30 days after our approval can't be matched to an order and can't be refunded.

3. Return postage

• Our returns centre is in the United States and we don't operate a returns address in the United Kingdom, so every return is an international shipment: you arrange it with a courier of your choice and pay the international tracked postage, which isn't reimbursed. Shoe boxes are bulky, so please check the cost before requesting a return.
• This applies to every return — a change of mind, the wrong size or a pair that turns out not to suit you. We don't offer free returns or prepaid return labels and we don't refund postage. The only exception is a confirmed manufacturing fault or an error on our side (section 7) where we ask you to send the item back.
• Please complete the customs declaration (CN22/CN23) as "Returned goods – no commercial value". Parcels that arrive with import duties, taxes or handling fees due are refused by the returns centre and sent back to you, and can't be refunded.
• Use a tracked service and keep your proof of postage. The parcel remains your responsibility until it reaches our returns centre; returns that are lost, damaged in transit or can't be traced can't be refunded.

4. Refunds

• Once your return has been received and approved we issue the refund within 7 working days — and in any case within 14 days of receiving your return — to the payment method used for the original purchase. Your bank or card provider can take a further 5–10 working days to show the funds. We can't refund to a different card, account or person, and refunds are only issued after the item has been received and inspected.
• The refund covers the price you paid for the returned item(s). Where a promotion involved a bundle or multi-item offer, discounts are applied proportionally across the items in the order, so you receive back the amount actually paid for the item. Return postage isn't refunded, except where we've asked you to return a confirmed faulty item (section 7).
• If you added Shipping Protection at checkout, that fee is a charge for the shipment itself and isn't refunded when an order, or part of it, is returned.
• Items that aren't in their original condition are refunded at a reduced amount reflecting the loss in value, or declined (section 1).
• Refunds aren't issued as store credit unless you ask for it.

5. Exchanges

We don't process exchanges — we can't hold stock while a return is in transit. For a different size or model, return the original pair under sections 1 to 3 and place a new order; the new pair is dispatched straight away rather than waiting for your return to reach us.

6. Cancelling before dispatch

Every confirmed order is passed automatically to our fulfilment centre and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed: email support@hike-comfy.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing.

After 5 minutes we're unable to stop, change or cancel the order — this also applies if you've changed your mind, found the item elsewhere or are worried about the delivery time. We'll send you our return instructions instead: you can return the order after delivery under this policy, at your own cost, to our returns centre in the United States. Refusing the parcel at the door doesn't count as a cancellation or a return (see our Shipping Policy, section 5).

7. Faulty, damaged or incorrect items

Check your order when it arrives. Every pair is checked before dispatch, but if something is wrong we'll put it right. Let us know within 3 working days of the delivery date recorded by the courier, before wearing the shoes outdoors, and send us:

• your order number;
• clear photographs: a close-up of the problem, both shoes, the size label inside the shoe and — for transit damage — the packaging with the shipping label. For zips, laces, eyelets and fastenings, a short video helps.

A manufacturing fault or error on our side means: a sole or heel that is separating or broken, an upper that is split or torn on arrival, stitching that has come apart so far that the shoe can't be worn, a broken zip, eyelet or fastening, two different sizes or a missing shoe in the box, a pair that differs from your order confirmation (wrong style, size or colour), or damage caused in transit. Small finishing issues — including light glue traces or a few loose stitches — aren't faults (section 8).

We assess every claim within 2 working days against these criteria and the list in section 8. When a fault or error is confirmed, we send you a replacement pair free of charge. We resolve these cases with a replacement rather than a refund. If the exact pair is no longer available, we'll send the same style in another colour or a comparable pair of equal value, in consultation with you. You don't need to return the faulty pair unless we ask you to.

Without photographs we're unable to verify a claim. Issues reported after 3 working days, or after the shoes have been worn outdoors, can't be accepted as a fault claim; unworn pairs can then be returned as a standard return under sections 1 to 3, at your cost.

8. What isn't a fault

Our footwear is produced in batches, with finishing partly done by hand. The characteristics below are a normal part of the product rather than faults. Pairs with these characteristics can be returned as a standard return (not worn outdoors, at your cost, sections 1 to 3), but they don't qualify for a free return or a replacement as a faulty pair:

• Light glue traces or residue along the sole edge, which can be wiped off, and loose thread ends that can be trimmed with scissors.
• A few loose stitches or minor stitching irregularities within normal production tolerance, and slight asymmetry between the left and right shoe.
• Minor creasing, marks or scuffs on the upper from packaging and handling, and small dents or marks on the shoe box when the shoes themselves are undamaged.
• Natural variation in leather grain, texture or shade, and colour differences caused by screen settings, photo lighting or normal dye-lot variation; minor differences in trim, laces or hardware compared with the product photo.
• Stiffness or firmness when new — walking and hiking footwear needs a break-in period, and a pair that feels unfamiliar on day one isn't faulty.
• Insole length that differs by up to 0.5 cm from the size chart, or between two pairs of the same size, due to last and material.
• Material, cushioning or finish that feels different from what you expected — weight, softness, sheen, grip or arch support. The composition and features are described on the product page.
• A "new shoe" smell of leather, rubber or glue that disappears after airing.
• The shoes don't fit or aren't comfortable (section 9), you no longer need them, you ordered the wrong size or colour, or you found them cheaper elsewhere.
• Damage that occurred after delivery: wear, water damage, heat, cleaning with unsuitable products, alterations, repairs, pets or accidents.
• Pairs with tags or labels removed or cut off.

If anything is unclear, please read the product description, materials and size chart before ordering, or ask us — we're happy to help you find the right size and fit before you buy.

9. Sizing and fit

Every product page has a size chart with insole lengths in centimetres and UK/EU size conversions. Sizes follow the manufacturer's measurements and can differ from the size you normally wear in other brands. Measure your foot length and compare it with the chart; if you're between sizes, choose the larger size or ask us before ordering — we're happy to give guidance. Shoes of the same size can vary by up to 0.5 cm because of the last and material, and most pairs need a few days of wear to soften. Because this information is available before purchase, a wrong size or an unexpected fit isn't a fault: pairs not worn outdoors can be returned at your cost under sections 1 to 3, and you can order the right size separately.

10. What can't be returned

• Shoes that have been worn outdoors, or show scuffs, dirt or wear on the outsole.
• Socks, insoles and other hygiene-sealed items once the seal is broken or the packaging opened.
• Personalised or custom-made products.
• Gift cards.
• Pairs altered or damaged after delivery (section 1).

11. Fair use

To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of worn shoes, claims that aren't supported by evidence, or returned pairs that differ from those purchased, we may decline the return and refuse future orders.

12. Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days.
Email: support@hike-comfy.com