Refund policy

At Foot Drop, every single order is prepared and checked one by one. Please read the conditions below carefully before you order: by confirming your order, you accept them in full.

1. Personalised products — final sale, no returns

Our personalised items (name or number printing, custom text, pattern, colour or any other option you choose yourself) are made specifically for you, once your order has been confirmed.

Under Article 16(c) of Directive 2011/83/EU on consumer rights — and, for customers in the United Kingdom, under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — goods made to your specifications or clearly personalised are excluded from the right of withdrawal (the right to cancel). No return, exchange or refund can therefore be accepted for:

a change of mind;
a sizing mistake on your side;
an error in the personalisation details you supplied (spelling, number, colour, pattern);
dissatisfaction with the look of an item that matches what you ordered.

You alone are responsible for the accuracy of the details you enter when ordering. Production starts immediately after confirmation, so no change is possible once the order has been placed. Check your size and your personalisation carefully before you confirm.

2. Standard items — 14-day right of withdrawal

For non-personalised items, you have 14 days from delivery to exercise your right of withdrawal, subject to the following conditions, which are applied strictly:

your request must reach us before you send anything back — no parcel returned without our prior agreement will be processed or refunded;
the item must be new, unworn, unwashed and unaltered, with all its original tags attached;
the item must be sent back within 14 days of our agreement, to the address we give you;
return shipping is at your own expense and must be tracked; we cannot be held responsible for a parcel lost on its way back to us.

Any item returned worn, washed, incomplete, without its tags or without our prior agreement will be refused and may be sent back to you at your own cost.

3. Faulty or damaged item, or a mistake on our side

In that case the responsibility is entirely ours, and we take it.

Contact us within 14 days of delivery, quoting your order number and attaching clear photos of the problem. We will then offer you whichever solution suits you best: a brand-new replacement, a credit note or a full refund. Any costs involved are on us.

You also benefit from the legal guarantee of conformity under Directive (EU) 2019/771 as implemented in your country of residence and, for customers in the United Kingdom, under the Consumer Rights Act 2015. These statutory rights are free of charge and are in no way limited by this policy.

4. Refunds

Once the returned item has been received and checked, your refund is issued within a maximum of 14 days, to the payment method used for the order. How quickly it then appears on your account depends on your bank.

5. Unclaimed parcel or incorrect address

A parcel returned to sender because the address was incomplete or incorrect, or because it was never claimed, does not give rise to any refund of the shipping costs. Any re-shipment will be charged.