Refund and Returns Policy


Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned including any shoes or items that have been made to order for you or have been customised in any way

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • sale or sample shoes

To complete your return, we require a receipt or proof of purchase.

Please return your product directly to us

There are certain situations where only partial refunds are granted:

  • Shoes that are marked in any way including the leather soles – a partial refund may be made at our discretion 
  • Any item not in its original condition, or damaged or missing any parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. A fee to cover the initial postage and package costs incurred by Diane Hassall Ltd will be deducted from your refund at our discretion usually ranging from £7.50 – £15 per individual pair

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged or by prior agreement. If you need to exchange it for the same item, send us an email with an explanation and we will contact you to discuss 


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

Shipping returns

To return your product, you should mail your product to: Diane Hassall Ltd, Flower Garden, High Street, Mickleton, Gloucestershire, GL55 6RT

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Where a pair of shoes has been delivered on time and then returned for a refund a fee for Post and Packaging will be deducted from the refund. The amount will vary depending on the number of shoes –  a single pair will range from £7.50 – £12.50

Contact us for further details if required 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning expensive items, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, hit is your responsibility to make sure it reaches us

Need help?

Contact us by email for questions related to refunds and returns.