google-site-verification: googleca2535132e4a30f6.html Po-Zu Returns Policy
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Shipping & Return Terms

SHIPPING

UK.

Spend over £70.00 and automatically qualify for FREE TRACKED UK DELIVERY. Orders under this amount will be subject to a £5.00 shipping fee.

Europe.

Spend over £80.00 and your order will be shipped free. Orders under this amount will be subject to a £10.00 shipping fee.

USA/ Canada.

Spend over £90.00 and your order will be shipped free. Orders under this amount will be subject to a £15.00 shipping fee.

ROW.

Spend over £100.00 and your order will be shipped free. Orders under this amount will be subject to a £20.00 shipping fee.

RETURNS

Kindly read our return terms on https://po-zu.com/pages/returns

Please ensure that you use customerservice@po-zu.com if you have any issues.

Returns

If you change your mind for any reason, you can send unworn Items back to us for a full product price refund or exchange* within 30 days of you receiving them. 

When choosing Po-Zu shoes we recommend to always use our Sizing Help before placing your order.

Please note that shipping fees are non-refundable.

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.
Final Sale Policy: all sale items purchased at an extra 50-70% off are final sale and cannot be returned or exchanged.

Customers that have purchased a discounted item, or based outside of the UK, please note that you’ll be required to pay postage costs to return items to us.

In case you didn't receive a returns form with your order you can download and print the UK Returns Form here.

 

EXCHANGES.
Exchange items can only be sent out when we receive your return, and unfortunately we are not able to reserve stock. for this reason, you might want to consider placing a new order for the item you want to exchange for in order to avoid missing out on your size. If you do this, please tick refund on your returns form. 

Returns and exchanges will be processed within 14 working days from the date that your return has been received by the warehouse. 

Please note:

  • 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

*Exchanges are subject to availability. 

FAULTY ITEMS
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
Providing you purchased a full priced / non-SALE item, you are entitled to a free return, within the UK, in which case please:

1. Use this link to take you to the return’s portal. https://www.royalmail.com/track-my-return/create/5042
2. Check your label to confirm the correct brand was selected – www.po-zu.com
3. Package your item securely to avoid any damage.
4. Next, print your label.

Print the returns label at home.

5. Your returns label is attached as a pdf file to this email. Print and apply the label to your item ensuring you do not place
any tape over the barcode so it can be easily scanned.
6. Drop off your item at a Post Office branch or Royal Mail Customer Service Point and then you’ll receive proof of posting.

Or use our free label printing service.

7. Simply show the ‘QR code’ below on your mobile phone at a Post Office branch https://www.royalmail.com/branchfinder or Royal Mail Customer Service Point http://www.royalmail.com/delivery-and-collection-office-finder
8. The QR code can be found further down this email (Note this is not the PDF file attached).
9. If you choose a Royal Mail Customer Service Point, check before you go that it offers label printing. Visit our location
finder http://www.royalmail.com/delivery-and-collection-office-finder and look for 'Label printing service is available' in
the facilities section.
10. They will scan the QR code and print a label for you.
11. Finally, drop your item off at the same time and then you’ll receive proof of posting.

Track your return.

12. You can track your parcel at www.royalmail.com/track-your-item

Any Questions.

13. Please contact us on customerservice@po-zu.com
14. Complete the slip below and place it inside the shoebox, with the original packaging.
  • 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. 

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  the sale item will be considered a final sale. There will be no exchanges or returns on final items.. Unfortunately, we are unable to accept returns or exchanges on final sale items. . Please note that we will not reimburse initial or return postage costs.

Exchange items can only be sent after we receive your return (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. This policy does not apply to discounted or sale items. 

 

Please return the shoes to us at: 

Po-Zu Returns, Ace Logistics, Unit H48, Belcon Industrial Estate, Geddings Road, Hoddesdon, Hertfordshire EN11 0NZ United Kingdom.

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 the statutory regulation of 6 months. 

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 / High Demand Brands, Ambachtsstraat 15,  3980, Tessenderlo, Belgium.

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 the statutory regulation of 6 months. 

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, Belcon Industrial Estate, Geddings Road, Hoddesdon, Hertfordshire, EN11 0NZ.

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 the statutory regulation of 6 months. 

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, Belcon Industrial Estate, Geddings Road, Hoddesdon, Hertfordshire, EN11 0NZ.

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 the statutory regulation of 6 months. 

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.