We offer free returns to all EU customers by either drop point or home collection. If you find it inconvenient to travel to a local drop-off point, you can return your items by an alternative means, but you will be responsible for the cost of return shipping. We cannot be held responsible for items that are not received if you choose to return them by an alternative means.
Please note that shipping is a consumable product and is not refundable. However, we offer a free return service on all orders within 28 days. If you request a refund for shipping, you will be charged a returns fee equal to the cost of outbound shipping.
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 to 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. Proof of purchase or order number will be required to validate you are within our returns period
All returns within UK mainland 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 in-store 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. If you have made a purchase from us and have not tried your product and found a fault beyond our returns period, your return will not be accepted.
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 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. 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 under soles may deem your return as not refundable. We provide our products to our customers in pristine condition, all returns should be sent back in the same condition, without defects, Dirt, Grime, Stones, Mud, etc.
All of our products are quality checked before being dispatched, however, on the odd occasion one may slip 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 standard returns procedure and do not forget to select "Faulty Product" when selecting your return reason.
Please note that all returns are inspected upon return, if we find your product contains signs of wear and tear which is claimed to be a fault the return will not be accepted and returned to the default address of the account holder. Please refer to our fair usage policy above for further information.
Please note: Due to the hand-finished nature of our goods no two products are ever identical. This is the difference in how our products are manufactured by master craftsmen compared to some corporate retail giants’ production lines. For example Wanderers, Traveller, and Manhattan all have slightly varying gaps within the rand of the soles.
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.
Faulty & Fair use policy
We provide a 6-month warranty on all products purchased, if you find you find your product has developed a manufacturing fault within this time, please reach out to our customer care team providing images of the fault in question along with images of the general overview of the product.
Shoes are deemed a consumable product and we cannot be held accountable for accelerated wear & tear due to scraps, trips, or falls that have damaged your product. Products should be treated with relevant protection to prolong their life expectancy. If there is evidence that our products have worn prematurely, and the condition exceeds expected wear & tear you will be required to prove the fault was present at the time you purchased your item. Upon being supplied evidence of an existing fault before purchase we reserve the right to issue a repair or credit.
We have an array of printed leathers within our collections from season to season. If you have used a foreign spray, cream, or polish and the color or pattern has been removed this would not be deemed a manufacturing fault.
Leather products are not impervious to scuffs, scrapes, and water saturation, and should any of these instances occur this will not be deemed a manufacturing defect.
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 extended periods outside of our returns policy, ordering and returning excessively/excessive quantities for instance (photo shoots) 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.
We offer a 6-month warranty on all shoes and accessories. This warranty covers defects in materials and workmanship. If you believe your product is defective, please contact us within 6 months providing images of the potential fault so our customer care team can best assist you.
After 6 months, We will no longer accept responsibility for any defects in materials or workmanship due to the nature of footwear being a consumable item. We also cannot accept returns or exchanges for products that have been worn beyond normal wear and tear.
To be eligible for a return or exchange, proof of purchase and the original packaging will be required. We will not accept returns or exchanges without proof of purchase.
If you have any questions about our warranty policy, please contact our customer care team.
Want to exchange an item?
Exchanges can also be requested via our online returns page, simply select exchange as the reason for your return and add a comment with your request. We will always do our best to facilitate exchange requests; however, exchanges are subject to availability upon receipt of your return. If we find your exchange 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 turnaround, we recommend you place a second order and refund the original.
Store Sale Items
Sale products are non-refundable when purchased within one of our boutiques, 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 https://eu.embassylondon.com" 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 is undamaged. We advise customers to carefully check they understand the implications involved when importing from the UK into the EU
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 honor 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 apply to future orders. To avoid disappointment, we always advise placing a second order rather than exchanging it to guarantee availability.
Gift cards are not refundable and valid for 12 months from the purchase date.
Christmas Returns Policy
To help you shop with confidence this season, our Christmas returns policy is valid from December 1st until the 8th of January. Any purchases excluding sale products made online or in-store between these dates can be returned up until the 8th of January 2024. Please note our standard 28-day returns policy is unaffected during this period.