Refund policy

Refund Policy

Last updated: 14 July 2026

We want you to be happy with your purchase. This policy explains your right to cancel an order and how returns and refunds work.

Your 14-Day Right to Cancel

As we currently ship to the EU and UK, you have the legal right to cancel your order within 14 days, for any reason, with no justification needed.

When it starts: The 14-day period runs from the day you (or someone you've nominated) receive the goods. If your order arrives in several shipments, it runs from receipt of the last one.
How to cancel: Email us at info@untreads.com with a clear statement that you wish to cancel, before the 14 days are up. You don't need to have received the goods yet — you can cancel as soon as you've placed the order.
Sending it back: Once you've told us you're cancelling, send the item back within 14 days. For EU orders, we'll email you a prepaid return label; for UK orders, we'll provide the correct return address for you to ship to. You are responsible for return shipping costs unless the item is faulty or was sent in error.
Condition: You're allowed to inspect and try on the item as you would in a shop — for shoes, that means trying them on indoors on a clean surface. Beyond that, if the item shows signs of wear or use, we may deduct an amount from your refund to reflect the reduced value.
What's excluded: Custom or personalised items, and hygiene/personal-care products once unsealed, cannot be cancelled under this right.
Sale items: Items purchased on sale are still eligible for cancellation under this right — only the exclusions above apply.

Damages, Defects, and Wrong Items

Please inspect your order as soon as you receive it. If an item is defective, damaged, or not what you ordered, contact us straight away at info@untreads.com with your order number and photos of the issue, and we'll sort out a replacement or refund at no cost to you — including return shipping. This applies regardless of the 14-day window above.

Items That Can't Be Returned

The following items cannot be returned or cancelled under this policy:

Custom or personalised items made to your specifications
Perishable goods
Personal care and hygiene products that have been opened or unsealed
Hazardous materials, flammable liquids, or gases

Exchanges

The fastest way to get a different size or item is to cancel/return what you have under the 14-day right above, and once that's accepted, place a new order for the item you want.

Refunds

Once we've received and inspected your returned item, we'll refund the full price paid, including standard delivery costs, within 14 days of receiving the item back (or proof you've sent it), whichever is earlier. Refunds are issued automatically to your original payment method.

Please note it can take your bank or card provider some additional time to process and display the refund. If more than 15 business days have passed since we confirmed your refund and you still don't see it, contact us at info@untreads.com.

Return Address

We don't use a single fixed return address. Once you contact us to start a return, we'll coordinate with our fulfilment partner and send you the correct return label or address for your specific order — this can vary depending on the item and your location, so please don't send anything back before hearing from us.

EU orders: we'll email you a prepaid return label to use.
UK orders: we'll provide the correct return address for that order; please arrange to send the item back yourself.