Poyter Fit, Quality & Returns Policy

Every pair of Poyter shoes is individually crafted to order unless the relevant product page expressly states otherwise.

This considered approach allows us to offer an exceptional choice of sizes, widths, leathers, colours, soles and finishes while maintaining the standards of craftsmanship expected from Poyter.

We stand behind every pair we create. Our guarantee covers verified quality issues and, where the fitting requirements below have been followed, genuine fit concerns.

Our Quality Guarantee

Should your shoes arrive with a demonstrable manufacturing fault, damage or a material difference from the specifications confirmed in your order, please contact us as soon as possible.

We may ask you to provide your order details, clear photographs and any other information reasonably required for our craftsmen to assess the issue.

Once a quality issue has been verified, we will provide the appropriate resolution. Depending on the nature of the issue, this may include a repair, redo, replacement or refund.

Natural variations in leather grain, texture, colour, tone and hand-applied patina are inherent characteristics of genuine leather and artisanal finishing. These individual variations are not considered manufacturing faults.

Nothing within this section affects your statutory rights where goods are faulty, incorrectly supplied or not as described.

Our No-Fit Guarantee

Considerable craftsmanship, skilled handwork and individual finishing go into every pair of Poyter shoes.

For this reason, our first resolution for an eligible fit concern will always be a complimentary redo. This allows our craftsmen to refine the fitting using your measurements, photographs and detailed feedback.

If the remade pair still does not provide a suitable fit, the order may then be returned for a refund, subject to the eligibility requirements and return conditions set out within this policy.

Made-to-Measure Shoes

Our Made-to-Measure service is developed around the measurements and fitting information supplied and confirmed for your order.

If your completed Made-to-Measure shoes do not fit in accordance with the confirmed measurements, we will first offer a complimentary redo following an assessment by our fitting team.

Should the remade pair still not provide a suitable fit, we will offer a refund in accordance with the terms of this policy.

Made-to-Order Shoes

Our Made-to-Order shoes are created specifically for you in your selected size, width, leather, colour, sole and design.

To qualify for our Made-to-Order No-Fit Guarantee, you must complete the following steps before placing your order:

• Speak with a Poyter adviser through live chat or email.
• Provide the requested foot measurements using the instructions provided on this page.
• Inform the adviser of any bunions, orthotics, unusually high or low insteps, differently sized feet, previous fitting difficulties or other relevant foot conditions.
• Order the size, width and fitting recommended by the Poyter adviser.

Where these steps have been completed and the recommended fitting does not work, we will first offer a complimentary redo based on your measurements and fitting feedback.

If the remade pair still does not provide a suitable fit, the order may then be returned for a refund.

Made-to-Order fit claims are not covered by our voluntary No-Fit Guarantee where:

• Measurements were not provided before the order was placed.
• The recommended size, width or fitting was not selected.
• Measurements or fitting information were supplied inaccurately or incompletely.
• Relevant foot conditions or previous fitting difficulties were not disclosed.
• The customer selected a different fitting from the recommendation provided by the Poyter adviser.

This does not affect your statutory rights where the shoes have a verified quality issue, are not as described or have been supplied incorrectly.

Wide and Extra-Wide Fittings

Our EE and EEE fittings are designed for customers who require additional width and volume beyond a standard or regular fit.

To qualify for Poyter’s No-Fit Guarantee on any EE or EEE order, customers must provide the following before placing the order:

• An accurate foot-length measurement.
• An accurate ball-girth measurement around the widest part of each foot.
• Clear photographs of both feet taken in accordance with the instructions provided by a Poyter adviser.
• Details of any bunions, swelling, orthotics, differently sized feet or other relevant fitting considerations.

These measurements and photographs allow our fitting team to assess the shape, width and volume of each foot and recommend the most suitable size and fitting.

Where the requested measurements and photographs have not been provided before the order is placed, the EE or EEE fitting will not be eligible for Poyter’s voluntary No-Fit Guarantee.

This does not affect your statutory rights where the shoes are faulty, incorrectly supplied or not as described.

Selecting Your Size

Poyter shoes are designed in accordance with recognised UK sizing standards and should ordinarily correspond to your usual comfortable UK shoe size.

For example, if you consistently and comfortably wear a UK size 10 without fitting difficulties, the equivalent Poyter size should generally be suitable.

However, foot shape can vary considerably between individuals. Customers with wide feet, bunions, orthotics, differently sized feet, a high or low instep or any history of fitting difficulties should speak with a Poyter adviser before ordering.

Providing accurate measurements and fitting information allows us to recommend the most appropriate size, width and last for your feet. This consultation is required for eligibility under our Made-to-Order No-Fit Guarantee.

Requesting a Return, Redo or Refund

Before returning your shoes, please contact us through our website live chat or by emailing hello@poyter.com.

Please include:

• Your full name and order number.
• A clear explanation of the fit or quality concern.
• Clear photographs of the shoes.
• Photographs or measurements requested by our fitting team.
• Details of how and where the shoes were tried.

Returns must receive prior authorisation from Poyter. Shoes returned without authorisation may not be accepted or processed.

Return Conditions

Unless the return concerns a verified manufacturing fault, all approved returns must:

• Be requested within 14 days of delivery.
• Be dispatched within 14 days of receiving return authorisation.
• Have been tried only indoors on a clean, carpeted surface.
• Show no evidence of outdoor wear, sole marking, creasing beyond reasonable indoor fitting, damage or alteration.
• Be returned with their original packaging, accessories and complimentary items.
• Be sent using a tracked and adequately insured delivery service.

Poyter reserves the right to refuse a voluntary fit-related return where the shoes show evidence of outdoor wear, misuse, damage, alteration or handling beyond what is reasonably necessary to assess the fitting.

Return Shipping

For a fit-related return accepted under our voluntary No-Fit Guarantee, the customer is responsible for securely returning the shoes to our UK warehouse, including the cost of tracked and insured return shipping.

Where a verified manufacturing fault, fulfilment error or incorrectly supplied item is involved, Poyter will confirm the appropriate return arrangements. This may include providing a return label or reimbursing reasonable return delivery costs.

Poyter cannot accept responsibility for returned parcels that are lost or damaged before reaching our UK warehouse.

Refunds, Discounts and Charges

Any approved refund will be calculated from the amount actually paid for the shoes after promotional codes, sale reductions, account credit, gift credit or any other discount has been applied.

Discounts do not have a separate cash value and will not be added back to the refunded amount.

Where a refund is approved following an unsuccessful fit-related redo under our voluntary No-Fit Guarantee, a flat contribution of £43 will be deducted from the refund. This contribution helps cover the original complimentary delivery, return inspection and order-handling costs associated with an individually crafted order.

The £43 contribution does not apply to a refund arising from a verified manufacturing fault, an incorrectly supplied item or any other refund to which the customer is entitled under applicable consumer law.

Approved refunds will be returned to the original payment method after the shoes have been received and inspected at our UK warehouse.

Any complimentary items supplied with the order must also be returned. Where these items are not returned, their stated retail value may be deducted from a voluntary refund.

Matters Not Covered by Our Voluntary Guarantee

Subject always to your statutory rights, our voluntary redo or refund guarantee does not cover:

• A change of mind regarding the selected style, colour, leather, sole or design.
• A preference for a different size or width where the Poyter fitting recommendation was not followed.
• Fit claims where the Made-to-Order consultation and measurement requirements were not completed before ordering.
• Measurements or fitting information supplied inaccurately or incompletely.
• Relevant foot conditions or previous fitting difficulties that were not disclosed.
• Natural variations in genuine leather grain, texture, colour or hand-applied patina.
• Normal creasing or characteristics resulting from wearing genuine leather shoes.
• Damage caused through improper use, insufficient care, unsuitable storage or exposure to inappropriate conditions.
• Damage caused by third-party repairs, stretching, resoling or unauthorised alterations.
• Shoes that have been worn outdoors or are no longer in their original condition.
• Normal wear and tear.

UK Consumer Rights

This policy is intended to operate alongside the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Under UK consumer law, customers retain their statutory rights where goods are faulty, not as described, unfit for their intended purpose or supplied incorrectly. Depending on the circumstances and the applicable statutory time frame, these rights may include a repair, replacement, price reduction or refund.

Goods created to a customer’s individual specifications or clearly personalised are generally exempt from the standard cancellation rights that apply to many online purchases. This may include shoes individually crafted in a particular combination of size, width, leather, colour, sole, design or other customer-selected specifications.

Poyter’s voluntary No-Fit Guarantee is offered in addition to these statutory protections. For eligible orders, it provides further reassurance by offering a complimentary redo where the fitting recommended by a Poyter adviser does not work.

Where the remade pair still does not provide a suitable fit, the customer may request a refund in accordance with the eligibility requirements, return conditions and applicable charges set out within this policy.

Nothing within this policy is intended to limit, exclude or replace any statutory rights available to you under UK consumer law.

Contact Poyter

For fitting advice, measurement support or assistance with a quality concern, please contact:

Email: hello@poyter.com

Live chat: Available through poyter.com

A Poyter adviser will personally review your order and guide you through the appropriate next step.