Returns &
Refunds
We understand that footwear needs to fit correctly. This page explains how to request a return, the condition in which footwear must be returned and how refunds are processed.
Contact us within 14 days beginning the day after delivery.
Once you notify us, return the goods within a further 14 days.
Approved returns are sent to the UK address provided by us.
Refunds are processed within the applicable legal timeframe.
This policy applies to purchases made through PlusHeight.com. Nothing on this page limits or excludes your statutory consumer rights.
How to Request a Return
You may notify us that you wish to cancel and return an online order within 14 calendar days beginning the day after delivery.
Once you have notified us, you must send the goods back within a further 14 calendar days.
Contact Us
Email returns@plusheight.com with your name and order number.
Receive Instructions
We will send you the approved UK return address and return instructions.
Send the Shoes
Package the footwear securely and use a tracked postal service.
Important: Do not return footwear to the address printed on the delivery parcel unless PlusHeight has confirmed that address in writing.
Condition of Returned Footwear
Footwear may be inspected and tried on as you reasonably would in a physical shop. Shoes should therefore be tried on indoors, on a clean and soft surface, until you have decided whether to keep them.
Returned products should include:
- Both shoes from the purchased pair
- The original shoe box
- All supplied insoles, laces and accessories
- Tags and protective materials where still attached
- Any free item supplied as part of the purchase
Place the original shoe box inside protective outer packaging. Do not attach labels, tape or writing directly to the shoe box.
Where handling goes beyond what is reasonably necessary to establish the product’s nature, characteristics and fit, we may make a proportionate deduction reflecting the resulting reduction in value.
This may apply where footwear shows:
- Outdoor wear or dirty soles
- Scuffs, stains, scratches or marks
- Excessive creasing caused by extended use
- Smoke, perfume, deodoriser or other strong odours
- Missing accessories or components
- Damage caused by careless return packaging
- A damaged or defaced shoe box that reduces resale value
We do not apply an automatic restocking fee. Any deduction will be based on the actual reduction in the item’s value.
Return Postage
For change-of-mind, fit-preference and incorrect-size returns, the customer is responsible for the direct cost of sending the goods back to us.
We strongly recommend using a tracked delivery service and keeping your receipt and tracking details until the return has been completed.
The returned goods remain your responsibility until they are delivered to the approved return address.
PlusHeight is not responsible for returned parcels that are lost, misdirected or damaged due to inadequate packaging.
Where an item is faulty, damaged, incorrect or materially different from its description, we will cover reasonable return costs where legally required.
Refund Processing
We may withhold a refund until we have received the goods back or you provide satisfactory evidence that they have been returned, whichever occurs first.
After the returned footwear has been received and inspected, we will notify you of the outcome and issue any refund due within the applicable legal timeframe.
Refunds will be made to the original payment method unless another method is expressly agreed.
Your bank, card issuer or payment provider may require additional processing time before the funds appear in your account. This processing time is outside our control.
Size Exchanges
We cannot guarantee direct exchanges because stock may change while a returned item is in transit or being inspected.
Unless we agree otherwise in writing, the quickest way to obtain another size is to:
- Return the unwanted size under this policy.
- Place a new order for the required size.
Any replacement order remains subject to current stock availability and the price displayed when the new order is placed.
Where we voluntarily agree to process a size exchange, the customer is responsible for return and redelivery costs unless PlusHeight supplied the wrong size.
Faulty, Damaged or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
Where an item arrives faulty, damaged, incorrect or materially different from its product description, email returns@plusheight.com and provide:
- Your full name and order number
- A clear description of the issue
- Photographs or video showing the problem where appropriate
- Photographs of the packaging where transit damage is involved
Photographs help us investigate the issue quickly but do not remove or reduce your statutory rights.
Please stop wearing footwear after discovering a suspected fault. Continued use may worsen the problem or make its cause more difficult to assess.
Depending on the circumstances and timing of the claim, the legally appropriate remedy may include a refund, repair or replacement.
The following are not normally manufacturing faults:
- Normal wear and tear
- Natural creasing caused through wear
- Damage caused by misuse, neglect or accidents
- Damage caused by unsuitable cleaning products
- Damage caused by washing or machine drying
- Damage caused by altering the footwear or internal lift
- Fit discomfort where the selected product was correctly supplied
- Natural variations in leather, suede or nubuck
- Minor colour differences caused by screens or lighting
Every claim will be considered fairly and individually.
Original Delivery Charges
When an entire order is validly cancelled within the statutory cancellation period, we will refund the product price and the cost of our least expensive standard delivery option offered for that order.
Where you chose express, premium or enhanced delivery, the additional amount above the standard delivery cost is not refundable.
Where only part of an order is returned, the original delivery charge will not normally be refunded unless that delivery cost would have been lower had the returned item not been ordered.
Returns Outside the Cancellation Period
We are not required to accept a change-of-mind, sizing or fit-preference return where:
- You did not notify us within the applicable cancellation period
- You notified us in time but did not return the goods within the following 14 days
We may choose to offer an exchange or store credit as a gesture of goodwill, but any such offer is discretionary and does not create an ongoing entitlement.
This section does not apply to goods that are faulty, damaged, misdescribed or otherwise fail to conform to the contract.
Refused and Uncollected Deliveries
Refusing delivery or failing to collect a parcel does not automatically complete a cancellation.
You should contact PlusHeight directly if you wish to cancel an order.
Where a parcel is returned because of refusal, failure to collect it or incorrect customer-provided address details, we may deduct direct and reasonable return or redelivery costs where legally permitted.
Promotions, Bundles and Free Gifts
Where a discount was conditional on purchasing multiple products, returning part of the qualifying order may cause the discount to be recalculated.
A free gift supplied as part of a qualifying promotion must also be returned when the qualifying order is cancelled.
Where a promotional gift is not returned, we may deduct its reasonable value from the refund where legally permitted.
Start a Return
Email our returns team with your full name, order number and the item you wish to return. Do not send anything until you have received the approved UK return address and instructions.