Refund policy


If you are a consumer, your statutory rights exist in addition to the rights included in this Returns & Refund Policy.

This policy explains how returns, refunds, exchanges, cancellations, faulty goods claims, Mystery Box returns, and Roulette returns are handled by notwoways.

Your right to cancel

  • If you are a consumer, you may have a statutory right to a refund or to cancel your order within 14 days of receiving your goods.
  • We also offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.
  • If your return request is accepted, you must then send the goods back in accordance with the return instructions we provide.

Eligibility for returns

To be eligible for a return, your item must be:

  • in the same condition that you received it
  • unworn or unused
  • with tags attached
  • in its original packaging
  • returned with all items you originally received

All goods will be inspected upon return. notwoways reserves the right to reject returns which do not meet these criteria.

If a return does not satisfy these conditions, we may refuse the refund or exchange.

How to start a return

To start a return, go to: https://www.notwoways.com/pages/returns-portal

There you will find a full step-by-step guide.

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can contact us with any return questions through:

Returning your parcel

When sending your return:

  • please follow the return instructions provided to you
  • place a note inside the parcel confirming:
    • your name
    • your order number
    • the reason for the return

This helps us identify and process your return correctly.

Return shipping costs

  • The cost of returning your order is not covered by notwoways, unless we have confirmed in writing that the goods are faulty, damaged, or incorrect.
  • Customers are responsible for arranging and paying for return shipping for standard returns, including change-of-mind returns, size returns, Mystery Box returns, and Roulette returns.

International returns

Please ensure all international returns are declared as returned items. notwoways does not cover the costs of any improperly charged duties on your return.

For all international returns:

  • the parcel must be declared correctly for customs purposes
  • any duties, taxes, or charges caused by incorrect declaration remain the customer’s responsibility
  • notwoways does not refund customs duties, import taxes, brokerage fees, or courier handling charges paid by the customer
  • customers are responsible for reclaiming any import duties or taxes directly from their local customs authority or courier where applicable

Refunds

  • If your return is accepted, we aim to issue refunds within 7 days of receiving the returned goods.
  • For standard returns, refunds are made for the product price only.
  • Original outbound shipping charges are not refunded, unless the return is because the goods were accepted by us as faulty, damaged, or incorrect.
  • Any customs duties, taxes, brokerage charges, and courier handling fees paid by the customer are not refunded by notwoways.
  • Refunds will be made to the original payment method unless otherwise agreed.

Exchanges

  • If your return is accepted, we aim to process your exchange within 14 days of receiving the returned goods.
  •  Exchanges are offered subject to stock availability.
  • If the requested replacement is not available, we may instead offer a refund in accordance with this policy.
  • Unless the return relates to goods we have accepted as faulty, damaged, or incorrect, the customer is responsible for the relevant return postage costs.

Sale, launch, and promotional items

  • Unless specifically stated otherwise on the relevant product page or campaign page, sale items, launch items, and promotional items are returnable under the same 14-day return rules set out in this policy.
  • Where a campaign-specific exception applies, it will be stated on the relevant product or campaign page.

Mystery Box returns

Mystery Box orders are returnable under the normal 14-day return process described in this policy.

Because of the nature of the Mystery Box offer, the following rules apply:

  • the full box must be returned
  • all items originally received must be returned together
  • partial returns are not accepted
  • returned items must meet the usual return eligibility requirements, including being unworn or unused, with tags, and in original packaging

If a Mystery Box return does not include the full box and all items originally supplied, the return may be rejected.

Unless the return is due to an accepted fault, damage, or incorrect item, the customer is responsible for return shipping costs.

Roulette returns and exchanges

Roulette purchases are returnable under the normal 14-day return process described in this policy.

For Roulette orders, the customer selects the size, but the colourway is random.

The following specific rules apply:

  • Roulette items may be returned under the normal return rules
  • exchanges for a different size are allowed, subject to stock availability
  • if a customer wants a different colourway, they must return the item and try again, and they will need to pay postage
  • if a Roulette item is returned and exchanged for another shoe, there is no guarantee that the customer will not receive the same colourway again
  • unless the item is accepted by us as faulty, damaged, or incorrect, the customer is responsible for the relevant postage costs

Because the colourway is part of the Roulette mechanic, receiving an unwanted random colourway is not, by itself, a fault.

Faulty, damaged, or incorrect items

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and do all we can to correct the situation.

So that we can deal with any issue promptly, we ask that you report any faulty or damaged goods to us within 7 days of the date the order was delivered to you.

Please include:

  • photos
  • details of the damage or issue
  • any other relevant information we request

Under the Consumer Rights Act 2015, you may have rights in relation to faulty goods, including the right in some circumstances to return faulty goods within 30 days and receive a repair, refund, or exchange.

Fault assessment process

Once you have made your report, we will inform you in writing whether we accept that the goods are faulty, damaged, or incorrect.

You should await that written communication before sending the items back to us. If we accept in writing that the goods are faulty, damaged, or incorrect:

  • we will provide return instructions
  • we will cover the costs of returning those goods
  • where appropriate, we will offer a repair, replacement, exchange, or refund

We will not accept any liability or responsibility for the costs associated with returning an alleged faulty product prior to our written acceptance.

We may reject your claim that an item is faulty. If that happens, you will need to follow the standard returns process.

An exchange or refund will be processed within 14 days of receiving the returned goods.

What is not usually considered a fault

  • Damage to the packaging, including the shoe box, does not affect the intended use of the product and so is unlikely to constitute a faulty item.
  • Slight marks on the items can usually be remedied by following the cleaning advice on the FAQ page.
  • If we suspect that an item has been deliberately damaged, we will refuse to provide a refund.

Partial returns and incomplete returns

Where an order contains multiple items, we may accept returns of individual items only if doing so is consistent with the product type and campaign rules.

However:

  • Mystery Box orders must be returned in full
  • partial Mystery Box returns are not accepted
  • where a product or promotion is sold as a complete bundle or set, all items forming part of that bundle or set may need to be returned together

If all required components are not returned, we may reject the return.

Refused parcels, failed delivery, and returned-to-sender parcels

If a parcel is returned to notwoways by the courier, the outcome will be handled case by case.

As a result of a parcel being returned to notwoways by the courier, re-delivery charges may be applicable if significant contact has been made with the customer.

Where a parcel is returned because the customer failed to accept delivery, failed to collect the parcel, failed to respond to the courier, or otherwise caused the failed delivery:

  • re-delivery charges may apply before the parcel is resent
  • any refund decision will be handled case by case
  • customs duties, taxes, brokerage charges, and courier handling fees are non-refundable
  • If a parcel was intentionally refused, the customer should notify us as soon as possible.

Statutory rights

Nothing in this policy limits any statutory rights that a consumer may have in relation to goods that are faulty, misdescribed, or not of satisfactory quality.

Processing times for refunds and exchanges

Once returned goods are received, inspected, and accepted:

  • refunds will be processed within 14 days of receiving the returned goods
  • exchanges will be processed within 14 days of receiving the returned goods, subject to stock availability

Bank or card provider processing times may affect when funds appear in your account.

Contact us

If you have any questions about returns, refunds, exchanges, faulty goods, Mystery Box returns, or Roulette returns, please contact us through: