Return & Refund Policy
At Le Premier Shoe Care, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, we're here to help. Please review our Return & Refund Policy below.
1. Return Window
We accept returns within 30 days of the delivery date.
To be eligible for a return:
- The return request must be submitted within 30 days of receiving your order.
- Items must be unused, unworn, and in their original condition.
- All original packaging, tags, labels, and accessories must be included.
- Proof of purchase (order number or receipt) is required.
Items showing signs of use, damage, or alteration may not qualify for a refund or exchange.
2. Non-Returnable Items
The following items cannot be returned unless they are faulty or incorrect:
- Hygiene-sensitive items such as socks and insoles
- Final Sale items
- Gift Cards
3. How to Start a Return
To request a return, please contact our customer support team at:
Email: help@lepremiershoecare.shop
Please include:
- Your order number
- The item(s) you wish to return
- The reason for your return
Our team will respond within 1–2 business days with return instructions and the appropriate return address.
4. Return Shipping
- Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect.
- We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.
- If we sent the wrong item or your order arrived damaged or defective, we will cover the return shipping costs.
5. Refund Process
Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
- Your refund will be processed within 3 business days.
- Refunds will be issued to the original payment method used during checkout.
- You will receive a confirmation email once your refund has been completed.
Please note that your bank or payment provider may require additional time before the refund appears in your account.
Original shipping charges are non-refundable unless the return is due to our error or a defective product.
6. Exchanges
If you would like to exchange an item for a different size, colour, or replacement, please contact us at:
help@lepremiershoecare.shop
We will guide you through the exchange process as quickly as possible.
7. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.
Please include:
- Your order number
- Photos of the item and packaging
- A brief description of the issue
Once verified, we will offer a replacement or a full refund at no additional cost.
8. Lost or Undelivered Packages
If your package has not arrived within the estimated delivery timeframe, please contact us at:
help@lepremiershoecare.shop
We will investigate the shipment with the carrier and work to resolve the issue as quickly as possible.
9. Order Cancellations
Orders may be cancelled before they have been dispatched.
If you need to cancel an order, please contact us immediately.
Once an order has been shipped, it can no longer be cancelled, and our standard return process will apply after delivery.
10. Contact Information
Business Name: Le Premier Shoe Care
Address: 5 Finchley Rd, London NW11 6XP, United Kingdom
Phone: +44 20 8209 0293
Email: help@lepremiershoecare.shop
Customer Support Hours
Monday – Friday: 9:00 AM – 6:00 PM (GMT/BST)
Saturday: 10:00 AM – 4:00 PM (GMT/BST)
Sunday: Closed