If you are not satisfied with your footwear or clothing order you can return the item unworn, within 10 days of receipt for a refund or exchange. We regret that socks and hosiery cannot be returned once opened. Please note; we do not provide a free returns service however, should you require an exchange, your order will be sent to you free of charge. All returns should be sent via the post officw or courier of your choice. Always obtain proof of postage when returning goods, we cannot be held responsible for return goods lost in transit.
All of our items are durable against reasonable wear*. Goods returned due to defective workmanship or faulty materials will be replaced if repairs cannot be made. 'Nine to Elleven Footwear Ltd' regret that we cannot accept a complaint once your footwear or clothing has been repaired or altered.
*At the managers discretion.
Refunds or Exchanges
If you are not satisfied with your order you can return the item unworn, within 10 days of receipt for a refund or exchange. Please note; we do not provide a free returns service however, should you require an exchange, you will not be charged postage on the exchange order. We aim to process your refund within 10 working days of receipt. If you are returning goods which you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold as that discount will no longer apply.
Please ensure that shoes are only tried on carpets to protect the sole. Items that have been marked cannot be returned or exchanged. We regret that socks and hosiery cannot be returned once opened.
Under the Consumer Protection Regulations 2013 you have the right to cancel your order within a period of 14 days. The period of 14 days begins on the day after the day you receive your goods. . You must inform us of your wish to cancel in writing either by letter or email within a period of 14 days beginning on the day after the day you receive your goods. You must take reasonable care of the goods and may inspect and assess them, but not use them. You should return goods to us in their original packaging, wherever possible, as soon as possible after informing us of your wish to cancel. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. We cannot accept substitute or alternative items by way of returns nor are we able to send them back to you. So please look closely at the items you return to us. If you return or attempt to return substitute or alternative items you will still be responsible for paying for the original item purchased and we reserve the right to charge an investigation fee of not less than £35 to cover the cost of our investigating the position. We can offset this amount due from other sums that may be due to you for refunds etc.
For full details of your rights under the Regulations, please contact your Citizens Advice Bureau or a Solicitor.
Full details of how to return goods can be found in the RETURNS section.
Additional Delivery Charges, next day or express delivery charges will not be refunded if you cancel or return your order unless the product is faulty or does not fit the description given.
Order and Contract Information
Your order is accepted and a contract is formed between tallgirls and you when we despatch the goods you have ordered and not before. A contract is not formed at the point in time that payment has been taken from you by tallgirls, nor at the point in time that you receive an email from tallgirls acknowledging receipt of your order. Until the goods are despatched the order may not be accepted by tallgirls or may be cancelled by you.
Following formation of the contract tallgirls shall continue to own any goods ordered until it has received payment in full from you even though the goods may have already been delivered to you.