Return and Exchange policy FAQ

Frequently asked questions about returns, refunds, and exchanges.

How do I return?

Visit our returns centre
Enter your order number and email address to start
Follow the instructions and select the items you want to return
Once your request is approved, you will get a confirmation email with shipping guidelines

What items are returnable?

Within 30 days from the date of purchase
In unused and resalable condition
In the original packaging with all the tags intact

What items are non-refundable?

The following items cannot be returned:

Gift cards
Discounted items (if applicable)

The item I received is damaged!

If the purchased product is faulty, reach out to us within 7 days of the delivered date by emailing us on customer.services@nps-shoes.com

Can the items be exchanged?

Yes, you can exchange your order for the same product in a different size, once we receive your return we will process the exchange order for you. If you would like to change style you will need to select the refund option and place a new order on our website.

What are the refund options?

The following refund options are supported:

Refund to the original payment method

How do I ship back the items?

You can choose to send your return using a courier of your choice, alternatively for footwear returns you can opt to ship using a returns label. If you choose to use our returns label, the cost of the return shipment will be deducted from the final refund amount or you will be sent an invoice before your exchange order is processed.

UK - Free of charge

Europe - From €15

North America - Free of charge (Please note that any return requests processed before 22/02/21 are still liable for the return label charges.)

Japan - JPY 3400

Australia - $44

Rest of World - £27.50

The exact cost will be made available during the returns process.

For further instructions on how to ship the returned products, please refer to the email received after placing the return request.

Please note that some remote locations that are not serviced directly by DHL may need to use their own courier service or provide us with an alternative address.

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund/exchange request will be processed within 5 - 7 working days after approval.

My question is not addressed...

If you have any queries regarding return or refund, please email us on customer.services@nps-shoes.com

Returns Center