Returns

Extended Returns Policy for Christmas

Items purchased between 20th November and 15th December 2019 can be returned by 15th January.
We must receive notification of your intent to use this special extension offer by 15th December. Please email customerservice@po-zu.com stating your order number.
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When choosing Po-Zu shoes we recommend to always use our Sizing Help before placing your order.

If you change your mind for any reason, you can send Full Price Items back to us for a full refund or exchange* within 30 days of you receiving them. Sale Items Returns (including promotional discount codes) will be offered either an exchange or refund.

Exchange items can only be sent after we receive your return and unfortunately we are not able to reserve or hold stock. For this reason, you may want to place another order for the items you want to exchange for, in order to avoid your size going out of stock before we receive your return - in this case, tick REFUND on your return form. If you choose to place a new order instead of waiting for us to process your exchange, our normal delivery charges will apply.

Please always try the shoes indoors first to ensure they provide a good fit and that you are happy with the way they feel - before taking them outdoors. All items must be returned to us unworn, undamaged, without signs of wear and in their original packaging with the returns form.

Download and print out the UK Returns Form here and the EU & Rest of the World Returns Form here.

Returns and exchanges will be processed within 14 working days from the date that your return has been received by the warehouse. 
 
In the unlikely event that you want to return an item due to a manufacturing fault or quality defect by Po-Zu please contact us prior to returning your order at: customerservice@po-zu.com with photos of the issue and the box label, and we will respond with specific instructions, depending on your case. You must contact us within 7 days of receiving your order. Please do not post the shoes back to us before emailing your claim. 
 
For specific details on returns in your country, please click through to your region in the following tabs.

 

UK Returns
  • Full-Price Item Returns
For a free return within the UK please email us at: customerservice@po-zu.com stating your order number and the name of the item/s you want to return and we will email you a prepaid CollectPlus postage label for you to print and attach to the parcel.

You can then take it to your nearest drop off point, details of which can be found here.

Please note that you will not be refunded for initial or return postage costs.


  • Full-Price Item Exchanges
Providing you have requested an exchange on a full priced item, we will cover the delivery cost for your first exchanged item free of charge. Delivery charges for second exchanges within an order will be at your own cost. 

For a free exchange within the UK, we offer a prepaid CollectPlus postage label. Please email us at: customerservice@po-zu.com stating your order number and the name of the item/s you want to return and your selected size*. We will email you the CollectPlus label for you to print and attach to the parcel. You can then take it to your nearest CollectPlus drop off point, details of which can be found here.

Exchange items can only be sent after we receive your return and unfortunately we are not able to reserve or hold stock. For this reason you may want to place another order for the items you want to exchange for, in order to avoid your size going out of stock before we receive your return - in this case, tick REFUND on your return form. If you choose to place a new order instead of waiting for us to process your exchange, our normal delivery charges will apply.

  • Sale Item Returns (including promotional discount codes)
If you have purchased an item that was on sale and wish to return it, you will be offered an exchange* or refund. Please note that we will not reimburse initial or return postage costs.

Exchange items can only be sent after we receive your return and unfortunately we are not able to reserve or hold stock. For this reason you may want to place another order for the items you want to exchange for, in order to avoid your size going out of stock before we receive your return - in this case, tick REFUND on your return form. If you choose to place a new order instead of waiting for us to process your exchange, our normal delivery charges will apply.

 

Please return the shoes to us at:

Po-Zu Returns / ACE Logistics LTD.

Unit H48, Belcon Industrial Estate,

Geddings Road,

Hoddesdon,

Middlesex,

EN11 0NZ

UK


Po-Zu is not liable for any lost, stolen or damaged items in the mail once they are returned to us. We would therefore advise posting your item using a recorded (signed for) and/or trackable service where the parcel contents is insured. This will ensure you receive full compensation should your parcel go missing.

Refunds or exchanges on faulty products outside of the 30 day period will be considered in line with our 12 month product warranty**

To return your Po-Zu's, please ensure they are packaged securely in the original shoe box. Fill in the returns slip that came with your order, detach it and include it with your returned item. Remember to tell us why you are returning the item and whether you’d like a refund or exchange.
 

Europe Returns

Outside of the UK you are required to pay for postage costs to return (full price and sale) items to us. Please note that you will not be refunded for initial or return postage costs or customs duties

Please return the shoes to us at:

Po-Zu Returns / ACE Logistics LTD.

Unit H48, Belcon Industrial Estate,

Geddings Road,

Hoddesdon,

Middlesex,

EN11 0NZ

UK

Po-Zu is not liable for any lost, stolen or damaged items in the mail once they are returned to us. We would therefore advise posting your item using a recorded (signed for) and/or trackable service where the parcel contents is insured. This will ensure you receive full compensation should your parcel go missing.


Refunds or exchanges on faulty products outside of the 30 day period will be considered in line with our 12 month product warranty**


To return your Po-Zu's, please ensure they are packaged securely in the original shoe box. Fill in the returns slip that came with your order, detach it and include it with your returned item. Remember to tell us why you are returning the item and whether you’d like a refund or exchange.

USA Returns

Outside of the UK you are required to pay for postage costs to return (full price and sale) items to us. Please note that you will not be refunded for initial or return postage costs or customs duties

Please return the shoes to us at:

Po-Zu Returns / ACE Logistics LTD.

Unit H48, Belcon Industrial Estate,

Geddings Road,

Hoddesdon,

Middlesex,

EN11 0NZ

UK



Po-Zu is not liable for any lost, stolen or damaged items in the mail once they are returned to us. We would therefore advise posting your item using a recorded (signed for) and/or trackable service where the parcel contents is insured. This will ensure you receive full compensation should your parcel go missing.


Refunds or exchanges on faulty products outside of the 30 day period will be considered in line with our 12 month product warranty**


To return your Po-Zu's, please ensure they are packaged securely in the original shoe box. Fill in the returns slip that came with your order, detach it and include it with your returned item. Remember to tell us why you are returning the item and whether you’d like a refund or exchange.

Rest of the World Returns

Outside of the UK you are required to pay for postage costs to return (full price and sale) items to us. Please note that you will not be refunded for initial or return postage costs or customs duties

Please return the shoes to us at:

Po-Zu Returns / ACE Logistics LTD.

Unit H48, Belcon Industrial Estate,

Geddings Road,

Hoddesdon,

Middlesex,

EN11 0NZ

UK



Po-Zu is not liable for any lost, stolen or damaged items in the mail once they are returned to us. We would therefore advise posting your item using a recorded (signed for) and/or trackable service where the parcel contents is insured. This will ensure you receive full compensation should your parcel go missing.


Refunds or exchanges on faulty products outside of the 30 day period will be considered in line with our 12 month product warranty**


To return your Po-Zu's, please ensure they are packaged securely in the original shoe box. Fill in the returns slip that came with your order, detach it and include it with your returned item. Remember to tell us why you are returning the item and whether you’d like a refund or exchange.

 

If the exchange item is less expensive than the original one you purchased, we will refund the difference via the original payment method. Exchanges are subject to stock availability.

If the exchange item is more expensive than the original one, we can either send you a link to our PayPal account or provide you with our bank details for you to make a bank transfer. Once we receive payment, we will then create the order.

If you haven’t received notification of your exchange or refund within two weeks, and wish to contact us regarding this, please email:

customerservice@po-zu.com

You may also phone us on weekdays between 10am and 5pm UK time on 020 7263 7588

*Exchanges are subject to availability.  

**The standard refund and exchange policy does not apply to custom made shoes. Please refer to the specific terms and conditions of your shoes if we are making them especially for you.