Returns and Refunds Policy
Last updated: 23/06/2025
At Cobbler Cope, we take pride in the quality of our craftsmanship and products. We understand that on occasion, you may need to return an item or request a refund. This policy outlines your rights and our procedures for returns, cancellations, and refunds for both our postal shoe repair services and ecommerce products.
1. Returns – Shoe Care Products and Keys
If you are not completely satisfied with a product you have purchased, you may return it within 14 days of receiving your order, subject to the following conditions:
Eligibility:
Items must be unused, in original packaging, and in resalable condition.
Returns must include your order number and reason for return.
Non-returnable items:
Custom-cut or duplicated keys unless faulty.
Used or opened shoe care products (e.g. polish, sprays).
How to return:
Email us at joey@cobblercope.co.uk with your order number to initiate a return.
You are responsible for return shipping costs unless the item is faulty or incorrect.
We recommend using a tracked service, as we are not liable for lost returns.
Refunds:
Once the return is received and inspected, we will process your refund within 5–7 working days.
Refunds are issued to your original payment method.
2. Cancellations – Product Orders
Orders for physical products may be cancelled before dispatch by contacting us immediately at [Insert Email].
If your order has already been dispatched, please follow the returns process above once it arrives.
3. Returns – Postal Shoe Repairs
Our shoe repair services are custom and made-to-order, so different rules apply.
Cancellation:
If you place a repair order but have not yet posted your shoes, you may cancel for a full refund.
If we have already received your shoes and begun work, the order cannot be cancelled or refunded.
Unsatisfactory repairs:
If you are not satisfied with the quality of repair, please contact us within 7 days of receiving your item.
We may offer:
A rework of the repair (at no additional cost), or
A partial refund, depending on the nature of the issue.
Please note: We cannot offer refunds for shoes that were deemed beyond repair but repaired at your request.
4. Faulty or Incorrect Items
If you receive a faulty product or the wrong item:
Contact us at joey@cobblercope.co.uk within 7 days of delivery.
Include your order number and clear photos of the issue.
We will arrange a free return and provide a replacement or full refund upon inspection.
5. Refund Timing
Approved refunds are processed within 5–7 business days to your original payment method. Depending on your bank or provider, it may take additional time for funds to appear.
6. Contact
For all return and refund queries, please contact:
joey@cobblercope.co.uk
01637 226140