At Poyter Shoes, customer satisfaction is paramount. Our refund and return policy outlines your rights and responsibilities as our valued customer. Please read this document carefully to understand the terms that apply to your purchases.

• Policy Duration: Our refund and return policy lasts 28 days from the date of purchase. Refunds or returns must be initiated within 14 days of receiving the product and dispatched within the following 14 days. Unfortunately, if 28 days have elapsed since your purchase, we cannot offer a refund or exchange.
• Eligibility: To qualify for a return, items must be unused, in their original condition, and returned in the original packaging. Proof of purchase is required.

Ready to Wear (RTW) & Made to Order (MTO) Shoes:

Our RTW and MTO collections are made using internationally recognised foot-sizing standards.

For both our Ready to Wear (RTW) and Made to Order (MTO) collections, we kindly remind customers that selecting the correct size and fit is their responsibility. To assist, we provide a detailed and accurate measurement chart on our website and product pages, offering Regular, Wide, and Extra-Wide options. Our sizing is true to size, backed by over 20 years of manufacturing expertise — meaning that if you typically wear an EU 42 (UK 8, US 9), our standard fit should fit you well. Customers with a wider ball girth are strongly encouraged to measure this area and refer to our chart to determine whether a wide fit is required. Please note that the length remains consistent across all fits.

While our customer support team is always available to guide you and answer any sizing questions, it remains the customer’s responsibility to compare their measurements with our chart and select the correct size. Therefore, orders cannot be returned or refunded due to size selection errors. The only exception to this policy is when an incorrect size has been delivered — for example, if you ordered a UK 8 (EU 42) and received a UK 10 or EU 38 instead. In such cases, a return, exchange, or refund will be fully honoured. Please note that only our Made to Measure service includes a full size guarantee.

> Made to Measure (MTM) Shoes: We provide a size guarantee for MTM shoes. If the size does not fit, we will reproduce the shoes free of charge or provide a full refund.

> Sale and Discounted Items: There are no refunds on sale items or items purchased with a discount coupon or code.

> Product Condition: Shoes must be returned unused and in their original condition. Generic reasons, such as “did not like the product” or “not up to my expectations,” without a specific fault, do not qualify for a refund or return.

• Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.
• Approved refunds will be processed within 14 days and credited to your original method of payment.

• Exchanges are only available for defective or damaged items. To request an exchange, email us at hello@poyter.com. We will provide the nearest warehouse address for your return.

• Customers are responsible for return shipping costs, which are non-refundable.
• Use a trackable shipping service or purchase shipping insurance for high-value returns. We do not guarantee receipt of returned items without tracking.

• We use top-quality leather from the same tanneries that supply major premium shoe brands. Slight variations in colour, hue, or appearance due to lighting conditions are not grounds for return.
• If you receive a product in the wrong colour (e.g., ordered brown but received black), this falls under our refund or reproduction guarantee.

• This policy complies with the Consumer Rights Act 2015. Customers are entitled to a repair, replacement, or refund for faulty goods.
• Under the Consumer Contracts Regulations, customised and Made to Order items are exempt from the standard 14-day cancellation rights.

• This refund and return policy is governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts in England and Wales.

• If you believe we have not resolved an issue to your satisfaction, you can contact the UK Competition and Markets Authority (CMA) or Citizens Advice Consumer Service for guidance.

For further assistance, please email us at hello@poyter.com. Thank you for choosing Poyter Shoes.