DO YOU NEED TO RETURN YOUR PRODUCTS?


We want you to be 100% happy with your S&G purchase but will gladly accept returns for a refund (via your original purchase method) or exchange (UK mainland only), provided the product shows no signs of wear (including the soles, so please try shoes on carpeted floors), they are returned in their original packaging (with accompanying shoe bag). If the leather soles do get marked, please reach out to us as we can often resolve minor marks but please do not try and clean the soles with any liquids.


For returns information, please click the dropdown box below according to your location:

United Kingdom

UK RETURNS:


We want you to love your S&G purchase. If you need to return it, we accept returns within 28 days of delivery (14 days for sale items) — choose a full refund of the product price or a free exchange (subject to availability).

To be eligible, items must show no signs of wear (try shoes on carpeted floors only) and be returned in their original packaging, including the dust bag. If leather soles pick up any marks, contact us before attempting to clean them — we can often help with minor marks. 


Please note, we offer one free return and one free exchange with each order. Subsequent returns from the same order will be charged £3.95. This fee will be deducted from your refund.

 

To start a return you will need your order number and the email address you used to place the order. Please click the button below to start your return.


Once we receive and verify your return, your new replacements will automatically be sent out to you.

If you need assistance, please email us at help@sargassoandgrey.com


International

INTERNATIONAL RETURNS


We offer an easy returns service with UPS. To keep the price as low as possible, we consolidate returns which may cause a brief delay in getting the parcels back to our UK warehouse. Our returns deadline applies only for the time you have possession of the goods. Should you need to return your shoes, you have 14 days from receipt of the items to submit a return in our returns portal and post the shoes back to us (at which point the goods will be marked “In transit”). Any returns not marked as posted and “in transit” within 14 days will not meet this requirement.

If you would prefer to use your own courier, please continue to process your return in our portal but choose “Print Own Label” when choosing the shipping option. If you do wish to use your own shipping service, please ensure it is a TRACKED SERVICE as we cannot be held responsible for parcels that go missing in transit.

Return charges are detailed in the chart below and will be deducted from your refund.



To start your return, you will need your order number and the email address you used to place the order. Please click the button below to start your return:



Please note, we are no longer able to offer exchanges.

Faulty Shoes

FAULTY ITEMS


We are very sorry if you receive an item that is faulty. Please let us know as soon as possible so we can rectify the problem. Please note, damage due to wear and tear is not considered to be a fault.


If the shoes are found to be faulty but are unworn, we will offer a refund or exchange. Where shoes have already been worn, our policy is to repair shoes where possible. If this is not possible, we will offer a like for like exchange, or a gift card if we do not have the product in stock.


To return a faulty item to us, please contact our Customer Services Team with the following information.

- Your order number

- A short description of the fault

- Supporting images


Contact us at help@sargassoandgrey.com or 0203 393 1349



GENERAL SHOE CARE


Our shoes are made to a very high standard, but some products have delicate components such as slim heels and soft leather which requires extra care and consideration when wearing. Please refer to our shoe care guide for tips on how to preserve the longevity of your shoes.


Please use the shoe bags provided to store your shoes when you are not wearing them.


Many of our shoes are made with quality leather soles which will naturally wear with time and use, particularly pointed toe styles. At some point in their lifetime, they will likely require resoling, depending on how often and in what weather conditions they are worn.