Refund policy

Returns and refunds

We hope you are pleased with your order. This policy explains how to cancel or return an order. It does not affect your statutory rights.

Change-of-mind cancellations

If you are a consumer buying online, you may normally cancel your order from the time it is placed until 14 days after the goods are delivered. To cancel, email store@lukegrantmuller.co.uk with your order number and a clear statement that you wish to cancel.

After telling us that you wish to cancel, you must send the goods back within 14 days. Please contact us before returning anything so that we can provide the correct return address and instructions.

Return condition

You may inspect and try on footwear as you would in a shop. Returned goods should be kept clean and returned with their original packaging. Please do not attach labels or tape directly to the branded shoe box.

We may reduce a refund if handling beyond what is reasonably necessary has diminished the value of the goods. This does not affect your rights where goods are faulty, damaged or not as described.

Return postage

You are responsible for the cost of a change-of-mind return. We recommend using a tracked service and retaining proof of postage. If goods are faulty, damaged in transit, incorrect or not as described, contact us before returning them so that we can arrange an appropriate return method.

Refund timing and amount

For a valid change-of-mind cancellation, we will refund the price paid for the returned goods and the cost of our least expensive standard outbound delivery option. Any additional amount paid for an enhanced or expedited service is not refundable unless the goods were faulty or the service was not provided as agreed.

We will issue the refund to the original payment method within 14 days of receiving the returned goods or satisfactory evidence that they have been sent back, whichever is earlier. We may wait to refund until we receive the goods or evidence of return.

Sale and sample pairs

Online purchases of sale and sample pairs receive the same statutory cancellation rights unless a legal exception applies. Any specific cosmetic mark or condition disclosed before purchase is part of the product description, but this does not remove your rights if the item has an undisclosed fault or is not as described.

Preorders and deposits

A preorder deposit is part-payment toward the displayed total price, not a separate fee. Unless a product is made to your specification or clearly personalised, a preorder is not excluded from ordinary cancellation rights merely because it is produced after ordering.

If we cannot proceed with or complete a preorder, all amounts paid for that order will be refunded. Before production begins, you may cancel a preorder for a full refund. After production begins, please contact us promptly if you wish to cancel. Any statutory cancellation rights continue to apply.

Personalised or made-to-specification goods

The statutory change-of-mind right may not apply to goods made to your specification or clearly personalised. If this exception applies, it will be stated clearly before you place the order. It does not affect your rights where goods are faulty or not as described.

Faulty, damaged or incorrect goods

Please email store@lukegrantmuller.co.uk as soon as reasonably possible with your order number, a description of the problem and photographs where helpful. Do not attempt a repair before contacting us. Your remedies are governed by applicable consumer law and are not limited by this policy.

Cancellation form

You may use the wording below, but you do not have to use this form:

To: Luke Grant-Muller online store, store@lukegrantmuller.co.uk

I give notice that I cancel my contract for the following goods:

Order number:
Ordered on / received on:
Name:
Address:
Date:

Last updated: 29 July 2026.