Refund & Return Policy

We want you to love what you ordered. If something is wrong, or an item simply is not right for you, here is how returns and refunds work.

30-Day Return Window

You have 30 days from the date of delivery to request a return. To qualify, items must be unworn, unwashed, free from marks and odours, with all original tags attached and, where possible, in their original packaging. Please try footwear on indoors on a soft surface and send it back in its original box. Items damaged through wear, alteration or accidents outside our control cannot be accepted.

Your statutory rights in the UK

Under the Consumer Contracts Regulations 2013 you may cancel your order for any reason within 14 days of receiving it — our 30-day window gives you longer than that. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you are entitled to reject them for a full refund within 30 days of delivery, and after that to a repair or replacement, or in some cases a price reduction or refund. Nothing in this policy affects those rights.

How to Start a Return

Email support@renelondon.com with your order number and a short note explaining what is wrong, or why you would like to send it back. If the item arrived damaged or faulty, please include a photo — it helps us sort things out faster and often lets us replace it without you returning the original. We usually reply within 12 hours during the hours listed below.

Please always email us first. We will confirm whether the item can be returned and send you the return instructions for your order. Returns sent without contacting us first cannot be processed.

Return Postage

If the problem is ours — the wrong item was sent, it was damaged in transit, or it was faulty on arrival — we cover the cost of the return. If you have simply changed your mind, the cost of sending it back is the customer's responsibility. In every case, email us first and we will send the instructions that apply to your order.

Refund Timing

When your return reaches us and has been checked, we will email you to confirm. Approved refunds are made to your original payment method within 7 business days. Depending on your bank, it may take a few more days to show on your statement.

Exchanges & Sizing

The quickest way to change a size or colour is to return the eligible item and place a new order, so the size you want does not sell out while your return is on its way. Reply to your return confirmation and we will handle the exchange for you behind the scenes where we can.

Every product page shows the measurements for that particular style. If you are between two sizes, email us before you order and we will tell you honestly which to choose.

Damaged or Faulty on Arrival

If your order arrives damaged, stained or with a manufacturing fault, please contact us within 7 days of delivery with photos. We will send a replacement free of charge — usually without needing the original back.

Lost or Stolen Parcels

If tracking shows your parcel as delivered but you cannot find it, please allow 24–48 hours — carriers sometimes scan early — and check with neighbours and your building. If it still has not arrived, contact us and we will open an investigation with the carrier and put it right.