Returns Policy

Free Returns

We have always offered free returns to our customers within the UK (Mainland) and recently within the EU. However, free returns can only be obtained by using our providers within your region. If you find the distance to a local drop shop is not convenient you are welcome to return back by an alternative means, however, this is at your own cost and we cannot except liability for nonreceipt of your order. 

Christmas Returns Policy

To help you shop with confidence this season, our Christmas returns policy is valid from December 1st, 2021 until the 9th of January 2022. Any purchases excluding sale products made online or in-store between these dates can be returned up until the 9th of January 2022. Please note our standard 28 day returns policy is unaffected during this period.

Returning an unwanted product?

We want your Embassy London shopping experience to be an easy and enjoyable one. Of course we'd love for you be happy with your Embassy London shoes but if you do decide to return or exchange them simply do so within 28 days of the date of purchase.

All returns within the UK are FREE of charge but please bear in mind they can take 3-5 working days to arrive and up to 10 working days to process.

Beyond 28 days?

We do not accept returns beyond our 28 day policy both instore or online. If you attempt to return an order beyond this time frame we may have to send it back to your default delivery address as it will not be accepted.

Returning Condition

To ensure your refund goes smoothly please ensure that all returns are unworn with original packaging and labels. Returns that do not pass our quality control inspections will not be accepted.

None of this affects your statutory rights.

Of course, it's fine to try an item on like you would in store, but please don't actually wear it. If an item is returned to us damaged, worn, or in poor condition, we won't be able to give you a refund and we may have to send it back to you . All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition, you received them with their original packaging and all tags and labels attached (e.g., shoes should be returned with the original shoe box).

Shoes should be tried indoors on a clean dry surface as any tarnishing to the undersoles may deem your return as not refundable.

Fair use policy

If we believe there is an unusual pattern of returns activity that doesn't follow typical trends: e.g. we suspect someone is actually wearing their product and then returning them after after extended periods of time outside of our returns policy, ordering and returning excessively/excessive quantities for instance (Photoshoots) or claiming faulty products upon launches of new season collections, or the items returned don't match what you originally ordered - then we reserve the right to refuse further transaction from the primary and associated accounts. If this happens to you and you think we've made a mistake, you are welcome to get in touch with Customer Care and we'll be happy to discuss it with you.

Shoes are deemed a consumable product and we cannot be held accountable for accelerated wear and tear due to scraps, trips and falls which have damaged your product. Products should be treated with relevant protection to prolong their life expectancy. 

Want to exchange an item?

Exchanges can also be requested via our online returns page, simply select exchange as your returns reason and add a comment of you request. We will always do our best facilitate exchange requests, however, exchanges are subject to availability upon receipt of your return. If we find your exchanges request is not available at the time of processing your order will default to a refund.

As returns can take 3-5 working days to arrive and up to 10 working days to process returns can take up to 15 working days in total to be dispatched, this can sometimes be longer during peak periods. If you require a faster turn around, we recommend you place a second order and refund the original.

Faulty Items

All of our products are quality checked before being dispatched, however, on the odd occasion one may split through the net "we're only human".  Please return the item to us as soon as possible so we can get this sorted for you, please ensure you follow our standards returns procedure and do not forget to select "Faulty Product" when selecting your return reason. For information on how to create a return Click Here.

Please note that all returns are inspected upon return, if we find your product is contains signs of wear and tear which is claimed to be a fault the return will not be accepted and returned default address of the account holder.

Store bought purchases that are deemed faulty cannot be returned directly to stores. We recommend contacting our customer care team who can assess and provide information on how to make a return if applicable. You can contact our customer care team by Clicking Here, please note responses are within 24 hours Monday to Friday 9am to 5pm.

Store Sale Items

Sale products are non-refundable, however, you can exchange sale items within 28 days of purchase. Alternatively, we can provide you with a store credit of the same value. 

Brexit & Tax of EU orders

With Brexit in effect, all EU customers ordering from the UK are subject to an additional "EU-TAX". This is applied by your local customs authority and will require payment before delivery can clear customs. To make things as transparent as possible we advise  "+ EU-Tax Applicable or shop" within the shipping rate. This is to help customers within the EU make an informed decision and avoid any surprises. Our EU store is exempt from such charges and operates solely within the EU feel free to check it out. We must advise that if you have still placed an order and have not noticed our advice before placing your order please do not refuse your order when presented with your customs bill. If you refuse your order it will then go into sortation and will eventually get processed and returned to us which can take as long as 6 months. We will not release refunds until the order has arrived successfully and undamaged. We advise customers to carefully check they understand the implications involved when importing from the UK into the EU


Discount codes

If your original purchase had a discount code applied and you decide to return your order, this code will not be transferable to a new order. As exchanges are subject to availability we always ensure to honour exchange requests when able. However, if we find your exchange request is not available at the time of processing your return you will be automatically refunded back to the original payment method, any codes used will also not be applicable on future orders. To avoid disappointment we always advise placing a second order rather than exchanging to guarantee availability.