Poyter Refund Guarantee & Return Policy

Poyter Shoes Refund & Return Policy

At Poyter Shoes, customer satisfaction is paramount. Every pair we create reflects our commitment to craftsmanship, precision, and fit. This policy outlines your rights and responsibilities — and introduces our No-Fit Refund (or Redo) Guarantee, designed to give you complete confidence when ordering.

At Poyter, we are not a mass e-commerce brand. We measure our success not in volume, but in delivering the right size, the right fit, and lasting comfort to every customer. Each pair is crafted to be worn with confidence — and remembered for years to come.

General Policy

Policy Duration:

Our refund and return policy lasts 28 days from the date of purchase. Returns must be initiated within 14 days of receiving your order 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 their original packaging. Proof of purchase is required.

No-Fit Refund (or Redo) Guarantee

We understand that achieving the perfect fit — especially for rare sizes or wider feet — can be challenging when purchasing online.

That is why we offer our No-Fit Guarantee across all our collections — Ready to Wear (RTW), Made to Order (MTO), and Made to Measure (MTM).

👉 If your shoes do not fit as expected, we will:

  • Reproduce your pair with the correct fit, or
  • Provide a full refund

This guarantee reflects our confidence in our craftsmanship, sizing system, and commitment to your comfort.

Sizing Responsibility & Fit Guidance

While we stand behind our No-Fit Guarantee, achieving the best fit starts with accurate measurements.

Our shoes are crafted using internationally recognised sizing standards, supported by over 20 years of manufacturing expertise.

To help you select the correct size and fit:

  • We provide detailed measurement guidance here:

    👉 https://www.poyter.com/pages/how-to-measure-your-shoe-size
  • All Ready-to-Wear (RTW) product pages include a Benedict last measurement chart, covering Regular and Wide fits
  • Made-to-Order (MTO) and Design Your Own options are available in Regular, Wide, and Extra Wide fittings

Important Note on Measurements

Each pair is handcrafted, requiring time, skill, and precision.

We kindly ask all customers to:

  • Double-check both foot length and ball girth
  • Carefully compare measurements with our provided charts
  • Contact us if unsure before placing an order

👉 Our team is available via live chat or email to guide you and ensure the best possible fit.

Refund & Return Guidelines

Fit-Related Returns

Covered under our No-Fit Guarantee:

  • Eligible for redo or full refund
  • Applies across RTW, MTO, and MTM

Incorrect Items Delivered

If you receive:

  • The wrong size
  • The wrong product
  • The wrong colour

👉 We will fully honour a replacement or refund.

Sale & Discounted Items

Items purchased during sale or using discount codes are non-refundable, unless covered under:

  • No-Fit Guarantee
  • Fault or error in delivery

Product Condition

Returned items must be:

  • Unused
  • In original condition and packaging

Returns based on general preferences (e.g. “did not like the product”) without a specific issue may not qualify.

Inspection & Refund Process

Once your return is received and inspected:

  • You will be notified via email regarding approval or rejection
  • Approved refunds will be processed within 14 days to the original payment method

Exchanges

Exchanges are available for:

  • Defective items
  • Damaged items
  • Fit adjustments under the No-Fit Guarantee

To request an exchange, contact:

📧 hello@poyter.com

We will provide the appropriate return address.

Shipping for Returns

  • Customers are responsible for return shipping costs
  • Shipping costs are non-refundable
  • We strongly recommend using a tracked and insured service, especially for high-value items

Leather & Colour Variations

We use premium leather sourced from leading tanneries.

Natural variations in:

  • Colour
  • Grain
  • Tone

…are inherent to high-quality leather and are not considered defects.

However, if you receive an incorrect colour, this will be covered under our guarantee.

Compliance with UK Law

This policy complies with the Consumer Rights Act 2015.

Customers are entitled to:

  • Repair
  • Replacement
  • Refund

…in cases of faulty goods.

Under the Consumer Contracts Regulations, customised and Made to Order items are typically exempt from standard cancellation rights. However, our No-Fit Guarantee extends beyond these requirements to offer additional reassurance.

Jurisdiction

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

Contact

For assistance, sizing guidance, or returns:

📧 hello@poyter.com

💬 Live Chat available on our website

Final Note

At Poyter, we believe that fit should never be a compromise — regardless of size, width, or design.

Our guarantee is built to ensure that every pair you receive meets the standard you expect: comfort, precision, and confidence in every step.