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Returns & Exchanges
We hope you love your laidback london purchase. If it isn’t quite right, you can request a return or exchange within 21 days of delivery.
Please head to our returns portal HERE to start the process.
Return condition
Please try footwear on indoors, on a clean and soft surface.
Returned products must be unworn and sent back with their original, undamaged packaging, labels, stuffing and dust bags.
You may inspect and try on a product as you would in a shop. We may reduce a refund where handling beyond this has diminished the product’s value.
Products purchased from one of our stockists must be returned directly to that stockist and cannot be returned to laidback london.
Exchanges
Exchanges are subject to availability and the options shown in our returns portal.
If your requested replacement is unavailable, we will issue a refund instead.
United Kingdom
We provide a free Royal Mail returns label for UK customers.
Create your return through our returns portal HERE. Once authorised, you will receive return instructions and a link to generate your label.
United States
We offer a subsidised prepaid FedEx return label for £15.
The cost will be deducted from your refund—you do not need to pay for the label separately.
Please head to our returns portal HERE to start the process.
European Union
We offer a subsidised prepaid FedEx return label for £12.
The cost will be deducted from your refund—you do not need to pay for the label separately.
Please head to our returns portal HERE to start the process.
Rest of World
We do not currently provide prepaid return labels for customers outside the UK, US or EU.
You will be responsible for arranging and paying for your return using a tracked service. Return instructions and the correct address will be provided when your return is authorised.
Please head to our returns portal HERE to start the process.
Packing your return
Please reuse the original outer paper mailing bag wherever possible. If it is no longer suitable, use secure, appropriately sized packaging.
Do not place footwear boxes inside unnecessarily large boxes or mailing bags. Couriers calculate international shipping charges using both the parcel’s weight and its dimensions, so oversized packaging can result in significantly higher return costs.
The original shoe box must not be used as the outer shipping packaging. Please place it inside a protective mailing bag or suitably sized outer box.
International return instructions
All returns sent from outside the UK—including returns from the US and EU—must be clearly marked “BRITISH RETURNED GOODS” on the customs declaration.
Please follow the customs and shipping instructions provided with your return carefully. Incorrect declarations or oversized packaging may cause delays and additional charges.
Refunds
Once received, returns are inspected by our team.
Approved refunds are normally processed within seven working days of receiving the return and will be issued to the original payment method. Your bank or payment provider may then take an additional 3–5 working days to display the refund.
Original delivery charges are non-refundable, except where an item is faulty, incorrect or not as described. This does not affect your statutory rights.
Sale and sample-sale products
Regular sale products follow our standard returns policy.
Sample-sale products returned are eligible for store credit only, unless faulty.
This does not affect your statutory rights.
Faulty or incorrect products
Our footwear and accessories are handmade using natural materials. Small variations in colour, texture, stitching and embellishment are part of their individual character and are not necessarily faults.
However, this does not exclude genuine manufacturing faults or products that are damaged, incorrect or not as described.
If you believe you have received a faulty or incorrect product, create a return through our [returns portal] and select “faulty” as the reason. Please include clear photographs showing the issue.
If the product is confirmed as faulty or incorrect, we will offer the appropriate remedy, which may include a refund, replacement or repair. Where a refund is due, it will include the original standard delivery charge, and we will cover the reasonable return cost.
Nothing in this policy affects your statutory rights.
Please head to our returns portal HERE to start the process.
Return condition
Please try footwear on indoors, on a clean and soft surface.
Returned products must be unworn and sent back with their original, undamaged packaging, labels, stuffing and dust bags.
You may inspect and try on a product as you would in a shop. We may reduce a refund where handling beyond this has diminished the product’s value.
Products purchased from one of our stockists must be returned directly to that stockist and cannot be returned to laidback london.
Exchanges
Exchanges are subject to availability and the options shown in our returns portal.
If your requested replacement is unavailable, we will issue a refund instead.
United Kingdom
We provide a free Royal Mail returns label for UK customers.
Create your return through our returns portal HERE. Once authorised, you will receive return instructions and a link to generate your label.
United States
We offer a subsidised prepaid FedEx return label for £15.
The cost will be deducted from your refund—you do not need to pay for the label separately.
Please head to our returns portal HERE to start the process.
European Union
We offer a subsidised prepaid FedEx return label for £12.
The cost will be deducted from your refund—you do not need to pay for the label separately.
Please head to our returns portal HERE to start the process.
Rest of World
We do not currently provide prepaid return labels for customers outside the UK, US or EU.
You will be responsible for arranging and paying for your return using a tracked service. Return instructions and the correct address will be provided when your return is authorised.
Please head to our returns portal HERE to start the process.
Packing your return
Please reuse the original outer paper mailing bag wherever possible. If it is no longer suitable, use secure, appropriately sized packaging.
Do not place footwear boxes inside unnecessarily large boxes or mailing bags. Couriers calculate international shipping charges using both the parcel’s weight and its dimensions, so oversized packaging can result in significantly higher return costs.
The original shoe box must not be used as the outer shipping packaging. Please place it inside a protective mailing bag or suitably sized outer box.
International return instructions
All returns sent from outside the UK—including returns from the US and EU—must be clearly marked “BRITISH RETURNED GOODS” on the customs declaration.
Please follow the customs and shipping instructions provided with your return carefully. Incorrect declarations or oversized packaging may cause delays and additional charges.
Refunds
Once received, returns are inspected by our team.
Approved refunds are normally processed within seven working days of receiving the return and will be issued to the original payment method. Your bank or payment provider may then take an additional 3–5 working days to display the refund.
Original delivery charges are non-refundable, except where an item is faulty, incorrect or not as described. This does not affect your statutory rights.
Sale and sample-sale products
Regular sale products follow our standard returns policy.
Sample-sale products returned are eligible for store credit only, unless faulty.
This does not affect your statutory rights.
Faulty or incorrect products
Our footwear and accessories are handmade using natural materials. Small variations in colour, texture, stitching and embellishment are part of their individual character and are not necessarily faults.
However, this does not exclude genuine manufacturing faults or products that are damaged, incorrect or not as described.
If you believe you have received a faulty or incorrect product, create a return through our [returns portal] and select “faulty” as the reason. Please include clear photographs showing the issue.
If the product is confirmed as faulty or incorrect, we will offer the appropriate remedy, which may include a refund, replacement or repair. Where a refund is due, it will include the original standard delivery charge, and we will cover the reasonable return cost.
Nothing in this policy affects your statutory rights.