All UK returns must be initiated through our returns portal before sending your item back to us.

Step 1: Visit our returns portal and submit your details.

Step 2: You will receive your returns label and QR code via email from Royal Mail.

Step 3: Package your item securely following the guidelines for your product category below, and drop it off at your
nearest Royal Mail location.

Returns sent back without being initiated through the portal may experience delays in processing.

Must be unused and in perfect condition in it’s original packaging with all tags and labels attached. 

Do not stick labels onto the original packaging. 

Returning items worth over £249 are entitled to a free returns label with Royal Mail.
Returning items worth under £249 will be subject to a fee of £3.99. This will be deducted from your refund.

All outgoing delivery fees are non-refundable.

Keep hold of your proof of postage until your refund is complete.

Create Your Royal Mail Returns Label Here:
https://www.royalmail.com/track-my-return#/details/1260

The pair must be unused, in perfect condition and in the original shoe box. 

We advise trying footwear on a carpeted surface to protect the footwear. If the item is faulty, both shoes must still be returned.

Please ensure that your return has suitable outer packaging, this does not need to the the outer packaging that we sent the item in and any outer packaging is acceptable.

Please do not tape shoe boxes shut.

Please do not place your Royal Mail label onto the box.

Please do not stick the sticky note invoice on to anything, please leave the backing intact and please place it back inside of the parcel.

All returns must have outer packaging present. 

Returning items worth over £249 are entitled to a free returns label with Royal Mail.
Returning items worth under £249 will be subject to a fee of £3.99. This will be deducted from your refund.

All outgoing delivery fees are non-refundable.

Keep hold of your proof of postage until your refund is complete.

Create Your Royal Mail Returns Label Here:
https://www.royalmail.com/track-my-return#/details/1260

Must be unused and in perfect condition in it’s original packaging with all tags and labels attached. 

Do not stick labels onto the original packaging. 

Returning items worth over £249 are entitled to a free returns label with Royal Mail.
Returning items worth under £249 will be subject to a fee of £3.99. This will be deducted from your refund.

All outgoing delivery fees are non-refundable.

Keep hold of your proof of postage until your refund is complete.

Create Your Royal Mail Returns Label Here:
https://www.royalmail.com/track-my-return#/details/1260

Underwear and swimwear cannot be returned due to hygiene and will not be refunded. 

If you believe your item has a manufacturing fault then we may be able to offer alternatives such as a replacement or a repair. If we are unable to do either of those then we will refund the item in full on receipt of it being returned.

Please contact our customer service team shop@cho.co.uk with your order number, some photos of the issue, and details of what you believe to be the manufacturing fault.

We will ask for the item to be returned so that we can inspect the item to determine if it is a manufacturing fault. If we are unable to clarify this then the item may be sent back to the manufacturer itself to make that decision, which will be final. This process can take up to 6 weeks. In some instances, the manufacturer may repair the item and you will be advised if this is the case.

Please note that if an item has been purchased over 6 months ago then we may deem it to be a wear and tear issue as it would be determined that the customer has had the goods for a reasonable length of time.

We usually process your refund within 2 working days of the item being returned to us, however please allow up to 14 days for the refund to be returned back to your bank account. 

You'll get an email once it's been scanned back into our system and will be updated every step of the way until your refund is complete. 

At this time, we do not offer exchanges. 

If you have purchased from Amazon, then please open a request via Amazon and returns information will be e-mailed to you from there. 

Non EU Orders

We do not offer free returns for items bought outside of the UK. It is the buyers responsibility to return the goods back to us. We recommend using a trackable service.

EU Orders

Submit a withdrawal here

EU orders have 30 days from the last item delivered to return an item.
EU orders have until the order is fulfilled to cancel.
All EU customers are responsible for the return postage.
All outbound shipping is non-refundable.  

Please note that any refund will be issued to the original payment
method used at the time of purchase. We are unable to redirect refunds
to a different account or payment method.

If you would like to exchange a gift for a different size or style,
please be aware that we do not currently offer exchanges. We recommend
the gift giver contacts us directly to arrange the return and place a
new order if required.

The standard 30-day return window applies from the date the order was delivered.

If your order was paid for in full using store credit, any refund will be returned as store credit to your account.

If your order was paid using a combination of store credit and
another payment method, the store credit portion will be refunded as
store credit first, with any remaining balance refunded to the original
payment method.

Store credit is non-transferable and cannot be refunded as cash.

We will offer a refund for all items returned within a period of 30
days. If a return falls outside of those dates, then no refund will be
offered.

It is the customers responsibility to ensure all items are well
packaged. Any items that do not meet the below criteria will be subject
to a deduction to the refund to cover for damages and unsellable
products, or will be refused and returned to sender. 

Please do not stick the sticky note invoice on to anything, please
leave the backing intact and please place it back inside of the parcel.

 

The condition of your returned item will determine the outcome of your refund:

Full refund — Item is unused, in perfect condition, with all original tags and labels.

Partial refund (up to 50% deduction) — Item shows
signs of use, damage, or is missing tags, labels, or original packaging.
The deduction will reflect the extent of the damage and the impact on
re-saleability.

Refund refused / item returned to sender — Item is
in an unsellable condition, has been worn, washed, or significantly
damaged, or does not meet our returns criteria. In this case the item
will be returned to you and no refund will be issued. We may contact you
for payment for a tracked returns label to post the item back to you.

We will always notify you by email of the outcome before processing any partial refund or refusal.

Any personal data you provide when submitting a return, including
your name, order details, and contact information, will be processed
solely for the purpose of handling your return and refund.

Your data is processed in accordance with our Privacy Policy and in compliance with the UK GDPR and, where applicable, EU GDPR.

We will not use your returns data for marketing purposes, and we will
not share it with third parties except where required to process your
return (e.g. Royal Mail).

If you have any questions about how your data is used, please contact us at shop@cho.co.uk.