Returns Policy

Returns Policy

Last updated: 8 September 2025

We want you to be happy with your purchase. This Returns Policy explains how to return items, when refunds are issued, and who pays for return shipping. It applies to purchases made on this website only. Your statutory rights are not affected.

Return window

  • Change of mind: 30 days from the delivery date to request a return.
  • Faulty, damaged or incorrect items: Please notify us within 7 days of delivery.

Eligibility

  • Items must be unused, unwashed, with all original tags/labels and packaging intact.
  • Footwear must be tried on indoors only and returned in the original shoe box placed inside a protective outer carton.
  • Returns must include the order number and the approved return authorisation we provide.

Non-returnable items

  • Personalised or custom items.
  • Gift cards.
  • Final sale/clearance items marked as non-returnable.
  • Items returned used, damaged, altered or without original tags/packaging.

How to start a return

  1. Email us at contact@the-cowboys-shop.com with your order number, item(s), and reason for return.
  2. We will reply with return instructions and the return address. Please do not send items back without approval.
  3. Ship the item(s) back within 14 days of approval. Use a trackable service and keep the receipt.

Return shipping costs

  • Change of mind: Customer pays return postage. We do not provide prepaid labels for discretionary returns.
  • Faulty/incorrect items: We will cover reasonable return postage or provide a prepaid label (subject to prior approval and evidence).

Exchanges

If you need a different size or colour, request an exchange in your email. Exchanges are subject to stock. If unavailable, we will process a refund once your return is approved.

Refunds

  • Refunds are issued to the original payment method after inspection of the return.
  • Processing time: typically within 7 business days of receipt of the return.
  • Original delivery charges are non-refundable except as required by law (see “Right to cancel”).
  • We may apply a partial refund if items are returned used, missing parts, or not in original condition.
  • No restocking fees.

Right to cancel (UK/EU customers)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of delivery without giving any reason. To exercise this right, you must inform us of your decision (email is sufficient) within 14 days of delivery. You then have a further 14 days to send the goods back.

  • For a valid statutory cancellation of the entire order, we will refund the price paid and the standard delivery cost (not any premium/express surcharge).
  • You are responsible for the direct cost of returning the goods, unless they are faulty or incorrect.

Damaged, faulty or incorrect items

Please contact us within 7 days of delivery with photos and a brief description. Once confirmed, we will offer a replacement, repair or refund, and we will cover reasonable return postage or provide a prepaid label.

International returns

If returning from outside the UK, mark the parcel as “Returned goods”. Any customs charges due to incorrect declaration may be deducted from your refund.

Contact us

For any questions about returns, exchanges or cancellations, email contact@the-cowboys-shop.com.