Returns

Please note we have 3 different return policies:

1. Returns for our Main Product Line (in stock items)
2. Returns for items that have been Pre-Ordered
3. Returns for Customised items (ordered through our Emblzn tool)

1. Main Product Line Returns

We think you’ll fall in love with your new shoes, but if they don’t fit or you change your mind, you can send them back to us for a full refund or exchange* within 21 days of receiving them. All we ask is that items are returned to us unworn, undamaged, without signs of wear and in their original packaging.

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 you ask for an exchange we will cover standard postage costs to send you your first exchange item. If you would like the exchange sent via express delivery please let us know. If you ask for a refund you will be refunded the full amount of the goods, except for any initial or return postage costs. Once we receive your return we will aim to get your replacement pair dispatched within 5 working days or issue you a refund. Refunds are made using your original payment method.

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

UK Returns

Within the UK we offer your first return free of charge for non-sale items, so you can purchase a pair of Po-Zu's totally risk free! Please email us at: customerservice@po-zu.com stating your four-digit 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 will then need to take it to your nearest drop off point, details of which can be found here: www.collectplus.co.uk/store_locator

If you have purchased an item that was on sale or you are returning an item for the second time from within the same order you will be required to pay for the return postage costs. Please note that you will not be refunded for initial or return postage costs. If you are unsure where to return your item/s please email us at: customerservice@po-zu.com and we will provide you with a UK returns address.

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.

Europe & Rest of the World Returns

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

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.

Exchanges

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 simply mark your return as a refund and once received we will refund the order as well as any standard postage costs you may have paid for the second order.

2. Pre-Order Returns

This only relates to products that are clearly named Pre-Order, which are products that have been Pre-Ordered and made especially in a specific shoe size. Since these products are from our main product line, we accept exchange requests but unfortunately we do not issue refunds on Pre-Ordered items.

If you wish to exchange a Pre-Ordered item please follow the appropriate returns procedure above, under Main Product Line Returns.

If the size you wish to exchange for is out of stock, you may Pre-Order the same item once again (6 week lead time), or select a different item which is in stock. If the other item is more expensive you will need to pay the difference, if it’s cheaper you will be given a credit note for the difference.

Alternatively you may request a credit note or a gift voucher if you prefer, in which case the amount will be inclusive of delivery cost.

3. Customised Returns

This only relates to products purchased through our emblzn platform. Since the product has been custom made according to the buyer’s specifications, we cannot accept returns unless there has been an error on our part. For example you are sent the wrong size shoes from what you ordered or there are quality control issues. In the event of this happening please email: customerservice@po-zu.com within 2 working days of receiving the shoes.

The shoes must be returned unworn and in their original packaging and we will reimburse you for return postage costs.

Although the online customisation tool has been made to be as accurate as possible, slight variations in fabrication and colour may occur. Please take this into consideration when ordering, as this is not an acceptable reason under our terms and conditions for a refund or exchange.

If for any reason you wish to amend or cancel soon after you have placed your order, you have 48 hours in which to do so. You will need to email: customerservice@po-zu.com stating the order number in your subject heading. Refunds will be credited via the original payment method. Please note this could take up to 5 working days.

Returns Contact

If you wish to contact us regarding returns please e-mail: customerservice@po-zu.com or call us on +44 (0)20 7263 7588. We’re generally in the office Monday to Friday between 10:00 - 17:00 GMT but if we’re away from the phone, leave us a message and we’ll get back to you.
 
You are also very welcome to Live-Chat with us when the tab at the bottom-centre of this page shows that it's on. Once it's off, you can still leave us a quick message by clicking on the tab. 

Warranty and Claims 

Po-Zu guarantees all of its shoes that are bought on po-zu.com at full price for up to 12 months from date of purchase against defective workmanship and/or materials when used under normal conditions for the purpose intended. For any claims made once the shoes have been worn, Po-Zu will either repair, replace, or issue credit based upon the original purchase price towards a new pair of shoes. Credits will not be considered if the shoes have been subject to excessive or unusual wear, mistreatment, or accidental damage. We regret that that this warranty does not extend to shoes bought at a discounted price. 

All claims will be evaluated on a case-by-case basis. Please e-mail us photos of your claim with proof of purchase to: customerservice@po-zu.com and we will reply as soon as possible with further instructions.


*Exchanges are subject to availability