Returns, Exchanges & Refunds

Items purchased online

We guarantee to refund or exchange any item you’re not completely happy with, providing you return it to us in an unused and sellable condition within 14 days of the date on your receipt.

We aim to process all returns within 7 days of us receiving the goods back in our warehouse. However, please make sure that you fill out your returns form in full before sending it back to us as this will help to avoid any delays with identifying and processing your return.

For information on refunds please see our Terms and Conditions

Returning by CollectPlus

If you can’t get to a Post Office, you can also return your order using our CollectPlus service.

CollectPlus is a quick, convenient way to return parcels via local shops, petrol stations, universities and shopping centers. Just fill in the pre-paid returns label inside your parcel (or download one here), remove any outgoing delivery labels and drop off your items at your local CollectPlus location. You’ll be given a receipt and tracking number, which you can use to track the progress of your parcel here.

Returning an item via CollectPlus costs £2.50. You won’t have to pay CollectPlus to return the parcel, but £2.50 will be deducted from your refund. If you’re returning a faulty item/for an exchange, don’t worry! You won’t be charged a thing.

Find your closest dropoff point using the store locator. CollectPlus can’t accept any responsibility for parcels handed into a store without a CollectPlus label.

Returning by post

Returning an item couldn’t be easier! Simply fill out the returns form you received with your order, repackage the items with the form and take them to your local post office. Please retain the receipt that they give you, as this is your proof of postage. Make sure your items are secure and properly labelled to ensure they get back to us safely. If you’re returning footwear, please don’t attach the returns label or any sticky tape to the footwear box as your return won’t be accepted.

  • UK Customers

    Please return using the returns label attached to the returns form. The cost of returning item(s) to us is £2.50. You won’t have to pay at the post office to return the parcel, but £2.50 will be deducted from the amount we refund to you (unless you are returning a faulty item or returning for an exchange which is free of charge). If you choose to use any other returns method, you will be liable for the full cost.

  • International Customers

    Follow the returns by post instructions above and return parcels using your local postal services to:

    Footasylum LTD
    Website Returns Department,
    Unit M3 Heywood Distribution Park,
    OL10 2TR
    United Kingdom

    You will be responsible for the cost of returning the item(s) to us.

FREE Returns to Store

If you’ve paid for your order using a credit/debit card or a Footasylum gift card, you can return your order to any Footasylum store for an exchange or refund within 14 days of receipt. Remember to bring the shipment notice received with your order as this is your proof of purchase and your refund/exchange can’t be processed without it. The cardholder will need to be present along with the card that you paid with. If you’ve bought from us on eBay or paid for your items via PayPal, these items can unfortunately only be returned via post (head back up the page to see our postal returns process) and won’t be processed in store.


If you’d like a refund, these will be given at the original purchase price (excluding initial delivery charge) and made to your original method of payment.

On rare occasions, some refunds may take longer than expected to process, however all refunds will be processed within 30 working days. Once your Order has been refunded you will receive notification via email.

For information on refunds please see our Terms and Conditions


Got the wrong size? Picked the wrong colour? Don’t worry, you can exchange for something else by filling out the exchange section of our returns form and sending everything back by post, or returning your order to store if the replacement product is in stock. If there’s a price difference between what you purchased originally and the exchange product, we’ll either refund the difference or give you a phonecall to take the additional payment.

Unfortunately, we can only offer exchanges within the UK.

Items purchased in store

Our returns policy is displayed at all till points and is reiterated on your receipt.

Footasylum will only refund any merchandise that is returned unworn or unused, with the original tags still attached, within 14 days of purchase upon production of a valid receipt (excluding underwear and shoecare).

Footasylum are happy to give an exchange or gift card on any merchandise that is returned unworn or unused, with the original tags still attached, within 28 days of purchase upon production of a valid receipt (excluding underwear and shoecare).

Refunds will be made according to the method of payment at the time of purchase. Where the purchase was made by a debit or credit card the refund will be made to this card, provided the cardholder is present and in possession of the card otherwise an exchange will be offered. Please note a refund back onto a debit or credit card can take between 5 and 10 working days.

This does not affect your statutory rights.