Returns

To return your order please contact us by email at info@10th-floor.com with your name, order number and reason for return. A member of our team will contact you. Please note that you will be responsible for paying your own shipping costs for returning your item. Shipping costs from the original order are non-refundable. If you receive a refund because an item is faulty or damaged, the cost of the shipping will be returned to you.

Our Returns policy lasts 14 days. If 14 days have gone by since your order was delivered, unfortunately we cannot offer you a refund unless a product is faulty.

Before you decide to make a return or exchange, we would like you to know that we will only accept returns for the pieces that are in a new, unused and saleable condition, in the original packaging. All shoes need to have no scratches on the soles or marks on the shoe box, and must be sent back to us with an extra layer of packaging (you can use the original shipping box) to avoid damage when they are being delivered. Our team will check for wear and tear when we receive a returned item, and you will only qualify for a return or exchange after the returned items have passed these checks.

If you believe you have received a faulty item then you can make a return within 30 days after your purchase date. Faulty items are items that are received damaged, or when a manufacturing fault occurs within 30 days of purchase.

We have the right to refuse a return if we feel you are abusing our returns policy by making repeated returns.

We also recommend using a tracked service that insures you for the value of the good in the event of any loss on thee way back to us. Please also ensure you obtain proof of postage as the goods are your responsibility til they reach our
warehouse, without this if any loss occurs unfortunately we will be unable to assist with returns queries.

SALE ITEMS - All sales are final and items cannot be returned or exchanged.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund for the cost of your shoes will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 21 days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is
posted.

If you’ve done all of this and you still have not received your refund yet, please contact.

We only offer size exchanges on the same product for UK customers only. Where available, replacement items will be dispatched within 14 working days. If your chosen replacement size is not in stock, you will automatically be refunded in accordance with the terms above and notified by email. For alternative items, please place a new order on our website.

Sorry we do not accept exchanges on international orders. Please return and reorder your item if you have ordered the wrong size.