Returns & Refunds

Returns Policy

Whilst we hope you will be delighted with your QUAYSIDE boots or shoes, we understand from time to time you may need to return them for an alternative size, style or return for a refund. Please do this within 30 days of receipt.

Returns Form

To return an item purchased online for exchange or refund by post, please include a returns form with your items. Please download and print it here:

HOW DO I RETURN AN ITEM FOR A REFUND OR EXCHANGE?

After you have printed your returns form, please include this inside of your parcel before returning to us. We highly recommend that you use a traceable service which will give you a signature upon delivery to our warehouse.

You can use any courier service that you choice, to get your parcel back to our warehouse, below is only a recommendation.

1. ROYAL MAIL CLICK & DROP

We personally recommendRoyal Mail Click & Drop as we understand that they are an efficient and reliable courier service.

1. Start Royal Mail Returns Label
2. Select ‘Send an item’ and include the destination (e.g., United Kingdom)
3. Set the weight as 2.3kg for Cabotswood Boxes and 1kg for Quayside Boxes.
4. Press ‘send an item now’ to continue.
5. Select ‘small’ or ‘medium’ parcel and the press continue.
6. Select the value of the item you are returning, and then select one of the services below. Press continue.
7. Input the postcode TA6 4TP and select the address ‘Streamline Office Solutions Ltd, Unit 7, Dunball Industrial Estate, Bridgwater’.
8. Then put ‘Footwear Brands LTD’ in the recipient’s name section. Press continue.
9. Then input your postcode and select your address from the drop-down. Then press ‘Add to basket‘
10. Your Label will then appear on the screen, and it will be in your basket ready to purchase.
11. If you would like to take the parcel to the Post Office yourself, then continue through to the checkout. You will be asked to input your email address so that you can receive the label to print off at home. Tick the confirmation section and then select how you would like to pay.

2. ROYAL MAIL COLLECTION FROM YOUR ADDRESS

1.  Following on from the information above; if you prefer to get the parcel collected from your address for just 72p then press ‘arrange a collection’ before you go through to the checkout.
2.  It will already have the item to collect selected, and you just need to press continue.
3. Your address will then be automatically added as the collection point; however, you can change this if need be (to a work address). Press continue.
4. Select a collection date that works for you and fill out the Safe Place and Dog information below. Press continue.
5. Your label and collection cost will be in your basket, and you will need to hover on the basket and press ‘ View Basket & Checkout’.
6. Input your email address and then tick the confirmation sections. Then select how you would like to pay.

It is important that you are aware:

• It is essential that any unsuitable items, are returned in an unworn condition and in their original packaging.
• It is important that you do not tape or stick your returns label on to the QUAYSIDE box itself as this causes damage. If we receive your return back to our warehouse and the box is damaged, there will be a charge of £5.
• The correct way to return an item, is for the boot box to be sealed inside a plastic sack.
• If any products arrive faulty, please contact our customer service line on 01275 392694 within 7 days of receipt. Please do not return any faulty goods until you have spoken to a member of our team.
• Please ensure all returns are sent back to our warehouse address (Bridgewater) which can be found on our returns form. If any returns do end up at our office address, there will be a £5 charge.
• QUAYSIDE offers a 12 month warranty on all footwear. This warranty covers any faulty workmanship, but not any faults created by excessive wear or negligence. Our warranty period starts from the date of your original purchase and is not renewed if a replacement or exchange is provided.
• If you wish to make a warranty claim, please contact our customer services.
• We do not offer a free returns service. If you would like an exchange, we will send your exchange item back to you free of charge.