Returns Policy

If you're not happy, we're not happy! At achilles heel, we aim to please, so if you're not completely pleased with your order, we'll do whatever we can to make it better!

achilles heel offers a free no quibble Royal Mail Tracked Returns service within the UK: all items can be returned for an exchange or a full refund within 28 days from date of purchase. If you intend to return any items, please use the Royal Mail Returns service to create a tracked label, then print this off and attach it to your parcel - we include a Returns Form with every order, so please complete this and include it (or download the achilles heel Returns Form PDF).

Important

All returns and exchanges must be received in new condition, without sign of wear and in their original box with all tags and attachments that originally came with your purchase. Please do not tape or deface the products packaging. If the products packaging is not intact or damaged we will not be able to re-sell the product as new so a full refund will not be given. We cannot exchange or refund the purchase of food drinks and other products for everyday consumption.

We will return all monies by the same method of payment originally used. We will credit the card we have on file for you this may take up to 10 working days to appear as cleared funds. If the original payment was via PayPal we will credit the PayPal account that the order was placed with.

Please allow 2-5 working days for your refund/exchange to be processed.

EXCHANGES

In the case of an exchange, we will post your new item back out to you by the delivery service selected on our returns form. For international exchanges please refer to our Delivery charges page.

TO RETURN AN ITEM

To return an unsuitable or faulty item you have two options which must be made within 28 days of purchase:

  • If you ordered online

    We offer FREE UK returns via Royal Mail. If you intend to return any items, please use the Royal Mail Returns service to create a tracked label, then print this off and attach it to your parcel - we include a Returns Form with every order, so please complete this and include it (or download the achilles heel Returns Form PDF).

    In the case of a refund your credit / debit card will be credited accordingly.

    We'll send an email as confirmation when we have completed the procedure.

    If you live locally you can return your online order in person at our Glasgow store but we will still need a completed online Returns Form. Please note that the refund will be processed online, not in the shop.

    Christmas returns

    It can be hard to get things right so we are giving 28 days from Christmas day to return your gifts on all orders made during November and December.

    Our returns policy will revert to the standard 28-day period for items purchased after December 31st.

  • If you purchased from our shop

    Please bring your goods back into the shop with a copy of your sales receipt within 28 days and we will happily refund / exchange your goods.

    All returns and exchanges must be received in new condition, without sign of wear and in their original box with all tags and attachments that originally came with your purchase. No refund/exchange will be processed if the above conditions are not complied with.

    We will return all monies by the same method of payment originally used.

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