RETURNS & REFUND POLICY

Last updated: 3 October 2026

At House Of Clogs UK, we want every customer to have a comfortable and reliable shopping experience.

This Returns & Refund Policy explains our return and refund procedures and operates alongside your statutory rights under applicable UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

In addition to applicable statutory rights, House Of Clogs UK offers eligible customers a 30-day return period, subject to the terms below.

Nothing in this policy limits or excludes any consumer right or remedy that cannot lawfully be limited or excluded.

1. 30-DAY RETURN PERIOD AND STATUTORY CANCELLATION RIGHTS

House Of Clogs UK offers a 30-day return period for eligible products.

The 30-day period generally begins from the date you receive your order.

Separately, for most eligible purchases made online, UK consumers have a statutory right to cancel within 14 days after the day the goods are received, subject to applicable statutory exceptions.

If an order contains multiple items delivered separately, the applicable statutory cancellation period may run from the day after you receive the last relevant item where required by law.

To request a return or exercise an applicable statutory cancellation right, clearly inform us within the relevant period:

Email: support@houseofclogsuk.store
Phone: +44 20 3371 2200

Please include your order number where possible.

After notifying us, the applicable goods must be returned within the timeframe specified in our return instructions or within any period required by UK law.

Do not send an item to any of our fulfilment locations unless our customer support team has specifically instructed you to use that address.

2. RETURN ELIGIBILITY AND HANDLING OF GOODS

For eligible returns, products should be returned in a condition consistent with reasonable inspection and handling.

You may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics, and functioning, similar to how you might reasonably examine it in a physical shop.

Where handling goes beyond what is reasonably necessary and results in diminished value, we may make an appropriate deduction from the refund where permitted by law.

Where applicable, please return:

• The product;
• Original packaging where reasonably possible;
• Tags and labels;
• Accessories; and
• Any components supplied with the product.

Failure to retain original packaging does not automatically remove statutory cancellation or consumer rights where the law provides otherwise.

Nothing in this section affects your statutory rights regarding faulty, damaged, misdescribed, or otherwise non-conforming goods.

3. EXCEPTIONS TO RETURNS AND THE RIGHT TO CANCEL

Certain products may be excluded from our standard return process or from the statutory right to cancel where an applicable exception exists under UK law.

These may include, depending on the circumstances:

• Goods made to the customer’s specifications or clearly personalised;
• Sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery; and
• Other categories specifically excluded under applicable law.

A product being discounted, on clearance, promotional, or marked as final sale does not by itself remove statutory rights where those rights apply.

Nothing in this section affects your rights regarding faulty, damaged, misdescribed, incorrect, or otherwise non-conforming goods.

4. HOW TO REQUEST A RETURN

Before sending a product back, please contact:

House Of Clogs UK

Email: support@houseofclogsuk.store
Phone: +44 20 3371 2200

Please provide your order number and information about the product you wish to return.

We will provide the appropriate return instructions and return destination.

Our United States, United Kingdom, and China fulfilment locations are not automatically return addresses.

Sending a product to a fulfilment location without our return instructions may delay processing.

5. RETURN SHIPPING COSTS

For eligible returns accepted under this policy, House Of Clogs UK will cover the return shipping cost when the customer follows the return instructions provided by our customer support team.

Where we provide a prepaid or tracked return method, please use the provided method and retain proof of postage or tracking information.

For faulty, damaged, incorrect, or otherwise non-conforming goods, return costs will be handled in accordance with applicable UK consumer law.

6. REFUNDS

Once your return has been received and processed, we will issue the applicable refund in accordance with this policy and applicable UK consumer law.

Where you validly exercise a statutory right to cancel, we will refund payments that must be refunded under applicable law, including the applicable standard delivery charge where required.

If you selected a more expensive delivery option than our least expensive standard delivery method, we are not required to refund the additional delivery cost beyond the amount required by law.

Refunds will generally be made using the same payment method used for the original transaction unless otherwise agreed and permitted by law.

For statutory cancellations, refunds will be made within the legally required timeframe.

Where permitted by law, we may withhold the refund until we receive the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.

Your bank, card issuer, or payment provider may require additional processing time after a refund has been issued.

7. FAULTY, DAMAGED, MISDESCRIBED, OR INCORRECT GOODS

Goods supplied by House Of Clogs UK must meet the standards required by applicable UK consumer law, including requirements that goods be as described, of satisfactory quality, and fit for purpose where applicable.

If your product arrives damaged, faulty, incorrect, materially different from its description, or otherwise non-conforming, please contact us as soon as reasonably possible.

For faster investigation, we recommend contacting us within 48 hours of delivery where possible and providing:

• Your order number;
• A description of the issue; and
• Relevant photographs where appropriate.

The 48-hour recommendation does not limit your statutory rights.

Depending on the circumstances and your statutory rights, an appropriate remedy may include a refund, replacement, repair, price reduction, or another remedy required by law.

8. EXCHANGES

We currently do not offer direct exchanges as part of our standard returns process.

If you would like a different size, colour, or style, you may return an eligible item in accordance with this policy and place a new order.

This does not affect any replacement or other remedy required for faulty or non-conforming goods under applicable law.

9. ORDER CANCELLATIONS AND AUTOMATIC PROCESSING

Orders placed with House Of Clogs UK are submitted to our fulfilment system automatically so that processing can begin as quickly as possible.

Because of this automated process, once an order has been placed, we cannot normally cancel or stop it before delivery.

If you no longer want your order, you may request a return after receiving it under our 30-day return policy, subject to the eligibility requirements in this policy.

This operational restriction does not limit any mandatory statutory cancellation, refund, return, or other consumer rights available under UK law.

For assistance, contact:

Email: support@houseofclogsuk.store
Phone: +44 20 3371 2200

10. PHYSICAL OPERATION AND FULFILMENT LOCATIONS

House Of Clogs UK maintains a physical operation in the United States.

Depending on product availability, inventory location, destination, logistics, carrier availability, and operational requirements, orders may be fulfilled and dispatched from the United States, United Kingdom, or China.

Our United States location forms part of our physical operation and fulfilment network. Our United Kingdom and China locations are used for fulfilment and logistics purposes, where applicable.

UNITED STATES — PHYSICAL OPERATION AND FULFILMENT LOCATION

30 N Gould St Ste N
Sheridan, WY 82801
United States

UNITED KINGDOM — FULFILMENT LOCATION

71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

CHINA — FULFILMENT LOCATION

Building 1, No. 956, Dangwan Town
Xiaoshan District, Hangzhou
Zhejiang 310000
China

The fulfilment origin is determined on an order-by-order basis according to factors such as inventory availability, destination, logistics, and operational requirements.

These locations are not automatically return addresses.

Customers must contact us before returning a product to receive the appropriate return instructions and return destination.

11. STATUTORY CONSUMER RIGHTS

Nothing in this policy limits or excludes mandatory rights available under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Our 30-day return policy is provided in addition to applicable statutory rights and does not replace or reduce them.

Where this policy conflicts with a mandatory statutory requirement, the applicable statutory requirement will prevail.

12. CONTACT INFORMATION

House Of Clogs UK

Company registration number:
04590040 (registered in England and Wales)

Email:
support@houseofclogsuk.store

Phone:
+44 20 3371 2200

Website:
houseofclogsuk.store