Refund policy
We hope you love your purchases, but if for any reason you do need to return or exchange an item, we’ve made it as simple as possible.
You have 14 days from the date of delivery to:
- Create your exchange or return here
- Book your complimentary home collection or drop it off at a DHL drop-off point
- Send your order back to us within 5 days of receiving the return labels.
Condition of return
Items must be returned to us unused with all original KAT MACONIE undamaged packaging including all product labels, stuffing, dust bags, gift boxes, and tote bags.
Due to the delicate nature of our soles, shoes should be tried on a clean dry protected such as a carpeted surface away from any moisture. Shoes that are returned without a shoe box, in a damaged box, without outer packaging to protect the shoe box, with marked soles or missing components or packaging such as the dust bag(s) may not be accepted and will be sent back to the original delivery address used on the order.
Kat Maconie products purchased through retailers and stockists may not be exchanged, repaired or returned through Katmaconie.com.
Archive sale items marked as final sale on the product page can only be exchanged or returned for store credit. For more information please check out our terms and conditions.
Please note that refunds can take up 1 to 10 working days to show on your account due to varying refund processing times between payment providers.
Can I cancel my order before its shipped out?
Yes you can cancel an order within 2 hours of placing an order if it has not yet been fulfilled via our returns portal If more than 2 hours have passed then or the order has already been fulfilled then please email our returns team via returns@katmaconie.com to request a return. Please note we may not be able to stop the shipment once it has been shipped out as we ship via express services, in which case you can ship the item back to us once it has been delivered for a refund.
Need a different size or colour?
There’s no return shipping cost to exchange your purchase for an alternative product or size If you wish to try another style, simply select the new item or size you want via the return and exchange portal.
Shipping your order back to us
We can provide all orders in the return period with a prepaid DHL Express return label using our negotiated discounted rates. Please note: You don't pay the prepaid return cost separately, it is deducted from your refund. By using this label you consent to the deduction of the return postage cost from your refund.
Pre-Paid Return Rates:
UK: £5.00 DHL EXPRESS
US: £7.00 DHL EXPRESS
OTHER COUNTRIES: £15 DHL EXPRESS
Arranging a return with your own courier
Postage and any costs incurred must be paid by the sender, and will not be refunded by Kat Maconie (this does not affect your statutory rights). We strongly recommend that you use a trackable courier service such as DHL Express to return your items to us, as we will be unable to offer refunds on items that do not reach us. For all returns, outer packaging must be marked 'returned goods' to allow us to process your refund or exchange promptly.
Return Address
Kat Maconie Returns
Rioz Global Ltd
Unit 4 School Close Burgess Hill West Sussex
RH15 9RX
+44 7486 038 904
Receiving a refund
Please be advised that once processed by us the refund is sent straight away to your bank. However, it usually takes 1-5 business days for the refund to be processed into your account, depending on how your bank processes the refund, and for the funds to appear in your bank account. If you do not see the refund back into your account, we recommend you contact your bank directly. Please get in touch with our customer service team via returns@katmaconie.com if you require a copy of the refund authorization key that was sent to your bank.
Repeated returns
We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your Kat Maconie account or future orders being refused.
Faulty returns
We ask you to return the faulty product to Kat Maconie as soon as possible upon receiving it, we will examine the returned product. If it is deemed faulty, we will notify you of your refund via email. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us. If we believe the item is not defective the item will be returned to you.
Worn your favourite shoes one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded.
For Items bought instore
We’re happy to offer a refund or exchange on unused items returned within 14 days.
Please return any unwanted items to the original store of purchase, in resalable condition with all original KAT MACONIE undamaged packaging including all product labels, stuffing, dust bags.
If the item is faulty we’re happy to offer a refund or exchange where available. As we do not offer a fitting service please ensure your footwear is entirely suitable before use. This is in addition to, and does not affect your consumer rights.
CLICK HERE FOR PRODUCT AFTERCARE