Returns & Exchanges

Returns

  • For change-of-mind returns, tell us within 14 days of receiving your order, then send the items back within 14 days of telling us.
  • Items should be unworn and in their original condition with labels and packaging.
  • You may inspect goods as you would in a shop; lawful deductions may apply for handling beyond what is necessary.
  • These conditions do not restrict your statutory rights for faulty or misdescribed goods.
  • Return shipping costs are your responsibility for change-of-mind returns.
  • For international returns, you are also responsible for accurate customs declarations and applicable return-shipment duties, taxes, export fees and carrier charges.
  • Declare parcels as returned goods.
  • We cover reasonable return costs for faulty, damaged, incorrect or misdescribed goods as required by law.

How to return

  1. Start your return using the portal above and print the return form. If you cannot use the portal or print the form, contact support@notwoways.com for help; this does not remove your cancellation rights.
  2. Pack your items securely and include the return form or your order number and contact details so we can identify your return.
  3. Send the parcel to the address on your return instructions. Keep proof of postage and tracking. If you purchased the shipping, normally raise any lost-return carrier claim with that carrier. If we provided the label or collection, contact us first.
  4. Refunds are made to the original payment method within 14 days of receiving the returned goods, or any earlier deadline required by law. Where legally permitted, we may withhold a cancellation refund only until we receive the goods or evidence of return, whichever is earlier. Store credit is optional, not compulsory.

For a full-order cancellation in the UK, EU or EEA, standard outbound delivery charges are refundable; the extra cost of enhanced delivery need not be refunded. Other regional refund terms are set out in our returns policy.

2026 Mystery Box

Change-of-mind returns must include the complete box: shoes, all four accessories, stickers and outer box, with tags and packaging. Notify us within 14 days of delivery and send it within 14 days of notification. Partial change-of-mind returns and preference exchanges for a different size or colourway are not offered; request a refund and place a new order instead. Statutory rights for faulty or misdescribed items remain unaffected. See the 2026 Mystery Box FAQ and returns policy for full terms, including optional store credit.

Faulty, damaged or incorrect items

Contact support promptly with your order number and reasonable photos or details so we can provide return instructions. There is no seven-day reporting limit that overrides your statutory rights. Within 30 days of delivery, qualifying faulty goods may be returned for a full refund, or you can choose repair or replacement. After 30 days, repair or replacement is normally offered first; a price reduction or refund may apply if the problem cannot be resolved as required by law. We cover reasonable return costs and do not make your rights conditional on prior written acceptance of a fault.

Packaging damage alone is unlikely to make the product faulty. Slight marks can usually be remedied by following the cleaning advice on the FAQ page; this does not exclude a genuine fault. Statutory rights are unaffected.

For lost or damaged outbound deliveries we arrange, contact us: we handle the carrier investigation. You do not need a carrier claim number before we help, and a remedy is not conditional on the carrier paying our claim.

For full eligibility, refunds and exchange terms, read our returns policy. If a courier returns your parcel to us, contact support to discuss the appropriate refund or redelivery options and any lawful charges.