Returns Information

Returns Information

We hope you love your order, but if something’s not quite right you can return it easily. Please read the details below before sending anything back.

How to return (UK customers)

You have two options:

1. Use our online returns portal (£3.95 deducted from refund)

  • Create your label or QR code online

  • Drop your parcel at your local Post Office or Royal Mail service point

  • Keep your receipt or QR confirmation as proof of postage

  • Make sure your parcel reaches us within 30 days of receiving your order

    Create your returns label here

2. Arrange your own return (buyer covers postage)

  • Send to:
    Ivory Sky
    Unit E
    Baltic Business Park
    Saltmeadows Road
    Gateshead
    NE8 3DA

  • Include your name and order number inside the parcel

  • Keep proof of postage until your refund is confirmed

Refunds

  • Refunds are issued to the original payment method

  • Returns are processed within 72 hours of reaching our warehouse

  • Please allow up to 7 days for the funds to show in your account

Return conditions

  • Items are your responsibility until they reach us

  • Returns must be received within 30 days of receiving your order (40 days for international customers)

  • Original delivery charges are non-refundable unless the item is faulty or we made a mistake

  • Shoes must:

    • Be tried on indoors only and show no signs of wear

    • Be returned in their original shoe box, preferably inside an outer box

    • Not have tape, labels or writing on the shoe box

    • Be returned in the correct box if multiple pairs were ordered

  • Items must be in a resalable condition: worn, damaged, or stained items cannot be refunded

Exchanges

  • UK only: Please return your item with a note stating the size you’d like instead

  • If the requested size is unavailable, we’ll process a refund instead

  • International orders: We’re unable to offer exchanges. Please return your item for a refund and place a new order if you’d like another size or colour.

International returns

  • Return via your chosen courier to the address above

  • Returns must reach us within 40 days of receiving your order

  • Refunds only (no exchanges available for international customers)