Refund policy

At The Kingsland Shoe Project, we engineer our products to ensure your footwear remains in peak structural condition. If your purchase does not meet your expectations, our global return framework is designed to be as functional as our airframes.

1. The 30-Day Freshness Guarantee

We offer a 30-day return and exchange window from the date of delivery. To maintain the premium quality of our inventory, items must meet the following criteria:

  • Fresh Flow Shoe Trees: Must be returned in their original, unused condition and in the original packaging. Items showing signs of stretching, scuffing, or use in soiled footwear will not be accepted for a refund.
  • Shoe Cleaning Wipes: For hygiene and safety reasons, wipes are Final Sale once the tamper-evident seal is broken or the outer packaging is unsealed.
  • Exclusions: Personalized or custom-branded Fresh Flows (Corporate/Wholesale) are non-returnable unless a manufacturing defect is present.

2. Your Statutory Rights (UK, EU, Canada, Mexico)

We respect the consumer protection laws of our global community:

  • UK & EU "Change of Mind": You have 14 days from receipt to cancel your order for any reason. We will refund the purchase price and standard delivery costs.
  • UK & EU "Faulty Goods": If our products are faulty or not as described, you have a statutory right to a full refund within 30 days of receipt.
  • Canada: You may cancel your contract if your order is not delivered within 30 days of the promised date (or purchase date if no date was provided).
  • Mexico: If a product is defective or does not match advertised specifications, you are entitled to a refund plus a statutory compensation (bonification) of no less than 20% of the price paid.

3. Exchanges: The Performance Fit

To ensure your footwear receives the correct support, we recommend an exchange over a refund. We offer complimentary size exchanges within the first 30 days, subject to regional stock availability.

4. How to Initiate a Return

  1. Contact: Email support@thekingslandshoeproject.com with your Order Number.
  2. Authorization: Our team will provide a Return Merchandise Authorization (RMA) and the appropriate regional return address.
  3. Shipping: For non-defective returns, the customer is responsible for return shipping costs. We recommend using a trackable service.

5. Refunds and Processing

Once your return is inspected (typically 3-5 business days), we will notify you of the approval or rejection. Approved refunds are processed to the original payment method within 10-14 business days.