All goods returned must be by prior arrangement and must be accompanied by the customer’s account number, and invoice number on which the goods were supplied.

Online orders can be returned within 14 days and a full refund will be credited, with the exception of Pharmaceuticals.

Pharmaceuticals may only be returned for the following reasons:-

  • Incorrect goods supplied
  • Manufacturer’s recall
  • Where goods are agreed by us as being faulty

Special Orders or Goods Made to Order at the customers request can not be returned to Footsoft without prior authorisation.

A cancellation charge to such items may be made.

To cancel or return goods please email us or write to us within 7 days of the delivery of the goods; our customer services team will then provide you with a authorisation code and our returns address. You will be required to send the goods back to us in an unused condition with all labels, packaging and accessories enclosed.

Cancelling before you have received the goods
If you cancel before you have received the goods, we will refund the full cost including any delivery charges.

Cancelling after you have received the goods
If you cancel and have received the goods you must return them to us at your own expense and ensure that the goods are adequately packaged to protect against damage. If you fail to return the goods, we will collect them and will charge you for the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, or have used insufficient packaging to return them to us and this results in damage or deterioration, we will charge you for the reduction in value or the full price if the damage makes the product un-sellable. We recommend that all items returned to us be sent using a recorded delivery with insurance paid as a minimum. Providing the goods are received back in an unused condition with all labels, packaging and accessories enclosed, you will receive a refund of the full cost minus any delivery charges within thirty days of your notice to cancel.

If you wish to return any item due to it being faulty, or if the items have been dispatched as ordered, but are unwanted due to their description on the website being incorrect or misleading, then please contact us and we will arrange for the item to be returned to us at our cost.