Returns Policy

Free Returns T&C's Apply

We offer 28-day free returns to all customers within the UK (Mainland) purchased online. You can return your items for free using our local drop-off points. If you find it inconvenient to travel to a local drop-off point, you can return your items by an alternative means, but you will be responsible for the cost of return shipping. We cannot be held responsible for items that are not received if you choose to return them by an alternative means, shipping is a consumable product and is not refundable. 

Store-bought items can be returned for a full refund or exchange at the original price within 28 days of purchase. Items purchased during a sale are only eligible for an exchange, not a refund. Store-bought items can be returned for free to any of our stores, or you may return them to our online store using your chosen shipping method. However, you will be responsible for the return shipping costs. Please note that we cannot be held responsible for items not received if you choose to return them using an alternative shipping method.

Returns address:
Embassy London
4-5 Sandpit Road, Ground Floor,
Dexter Business Centre,
Dartford, DA1 5BU,
United Kingdom

Our Policy on Outbound Shipping Fees and Returns

We want to address a crucial aspect of our service: our policy regarding outbound shipping fees and returns. Should you opt to return an order that falls below our free delivery threshold after paying an outbound shipping fee, and subsequently request a refund of the outbound delivery fee, we reserve the right to apply a charge equivalent to the outbound fee for your return.

Please note: While we strive to accommodate our customers to the best of our ability, we regret to inform you that we cannot provide a free return if a subsequent request is made for the delivery fee refund.

Why We Have This Policy

This policy is designed to ensure fairness and sustainability in our shipping services. By carefully managing our outbound shipping fees, we can continue to offer exceptional value to all our customers while maintaining the quality of our services.

Find your nearest drop shop

Returning an unwanted product?
We want your Embassy London shopping experience to be an easy and enjoyable one. Of course, we'd love for you to be happy with your Embassy London shoes but if you do decide to return or exchange them simply do so within 28 days of the date of purchase. Proof of purchase or order number will be required to validate you are within our returns period

All returns within UK mainland are FREE of charge but please bear in mind they can take 3-5 working days to arrive and up to 10 working days to process.

Beyond 28 days?
We do not accept returns beyond our 28-day policy both in-store or online. If you attempt to return an order beyond this time frame, we may have to send it back to your default delivery address as it will not be accepted. If you have made a purchase from us and have not tried your product and found a fault beyond our returns period, your return will not be accepted.

Returning Condition
To ensure your refund goes smoothly please ensure that all returns are unworn with original packaging and labels. Returns that do not pass our quality control inspections will not be accepted.

None of this affects your statutory rights.

Of course, it's fine to try an item on like you would in-store, but please don't wear it. If an item is returned to us damaged, worn, or in poor condition, we won't be able to give you a refund and we may have to send it back to you. All items are inspected on return. To receive a full refund, all items must be returned to us unworn/unused and in the same condition, you received them with their original packaging and all tags and labels attached (e.g., shoes should be returned with the original shoe box).

Shoes should be tried indoors on a clean dry surface as any tarnishing to the under soles may deem your return as not refundable. We provide our products to our customers in pristine condition, all returns should be sent back in the same condition, without defects, Dirt, Grime, Stones, Mud, etc.

Faulty Items
All of our products are quality checked before being dispatched, however, on the odd occasion one may slip through the net "we're only human".  Please return the item to us as soon as possible so we can get this sorted for you, please ensure you follow our standard returns procedure and do not forget to select "Faulty Product" when selecting your return reason. For information on how to create a return Click Here.

Please note that all returns are inspected upon return, if we find your product contains signs of wear and tear which is claimed to be a fault the return will not be accepted and returned to the default address of the account holder. Please refer to our fair usage policy above for further information.

Please note: Due to the hand-finished nature of our goods no two products are ever identical. This is the difference in how our products are manufactured by master craftsmen compared to some corporate retail giants’ production lines. For example Wanderers, Traveller, and Manhattan all have slightly varying gaps within the rand of the soles.

Store-bought purchases that are deemed faulty cannot be returned directly to stores. We recommend contacting our customer care team who can assess and provide information on how to make a return if applicable. You can contact our customer care team by Clicking Here, please note responses are within 24 hours Monday to Friday 9 am to 5 pm.

Faulty & Fair use policy
We provide a 6-month warranty on all products purchased, if you find you find your product has developed a manufacturing fault within this time, please reach out to our customer care team providing images of the fault in question along with images of the general overview of the product.

Shoes are deemed a consumable product and we cannot be held accountable for accelerated wear & tear due to scraps, trips, or falls that have damaged your product. Products should be treated with relevant protection to prolong their life expectancy. If there is evidence that our products have worn prematurely, and the condition exceeds expected wear & tear you will be required to prove the fault was present at the time you purchased your item. Upon being supplied evidence of an existing fault before purchase we reserve the right to issue a repair or credit.

We have an array of printed leathers within our collections from season to season. If you have used a foreign spray, cream, or polish and the color or pattern has been removed this would not be deemed a manufacturing fault.

Leather products are not impervious to scuffs, scrapes, and water saturation, and should any of these instances occur this will not be deemed a manufacturing defect.

If we believe there is an unusual pattern of returns activity that doesn't follow typical trends: e.g. we suspect someone is actually wearing their product and then returning them after extended periods outside of our returns policy, ordering and returning excessively/excessive quantities for instance (photo shoots) or claiming faulty products upon launches of new season collections, or the items returned don't match what you originally ordered - then we reserve the right to refuse further transaction from the primary and associated accounts. If this happens to you and you think we've made a mistake, you are welcome to get in touch with Customer Care and we'll be happy to discuss it with you.

Accidental Damage

At Embassy London, we take great pride in the quality and craftsmanship of our products. We are committed to ensuring that each item meets the highest standards before it reaches our customers. However, it is important to clarify our policy regarding returns or exchanges for products that have been accidentally damaged while being worn.

Non-acceptance of Returns for Accidental Damage

We do not accept returns, exchanges, or refunds for products that have been damaged as a result of accidental incidents while in use. Such damage does not constitute a manufacturing defect, and as such, falls outside of the scope of our returns policy.

Examples of Accidental Damage:

• Scuffing or scratching leather due to tripping on stairs or curbs
• Ripping or tearing caused by impact with sharp objects or rough surfaces while walking
• Wear and tear from regular use that results in damage to the external or internal parts of the product

Accidental damage is inevitable in day-to-day life, regardless of the product's cost. Whether it's a high-end luxury item or an affordable alternative, damage is still attainable under such circumstances. Much like how paint on a Lamborghini will scuff if scraped against a wall just as it would on a Ford, our products—whether premium or otherwise—are not impervious to such accidents. Therefore, accidental damage is considered a result of external factors and not a fault of the product itself.

Manufacturing Defects vs. Accidental Damage - While we stand behind the quality of our products, we make a distinction between genuine manufacturing defects and accidental damage. Manufacturing defects, which typically result from faults in the production process, will be assessed on a case-by-case basis. Accidental damage caused by the user's actions or environmental factors will not be covered under our return or exchange policy.

Customer Responsibility - We encourage our customers to take care when wearing our products to avoid unnecessary damage. We understand that accidents happen, but please be aware that such incidents are not reflective of the product’s quality, and we cannot be held liable for damage resulting from personal use or accidental events.

By placing an order with Embassy London, you acknowledge and accept our policy regarding returns and accidental damage.

Warranty Policy

We offer a 6-month warranty on all shoes and accessories. This warranty covers defects in materials and workmanship. If you believe your product is defective, please contact us within 6 months providing images of the potential fault so our customer care team can best assist you.

After 6 months, We will no longer accept responsibility for any defects in materials or workmanship due to the nature of footwear being a consumable item. We also cannot accept returns or exchanges for products that have been worn beyond normal wear and tear.

To be eligible for a return or exchange, proof of purchase and the original packaging will be required. We will not accept returns or exchanges without proof of purchase.

If you have any questions about our warranty policy, please contact our customer care team.

Want to exchange an item?
Exchanges can also be requested via our online returns page, simply select exchange as the reason for your return and add a comment with your request. We will always do our best to facilitate exchange requests; however, exchanges are subject to availability upon receipt of your return. If we find your exchange request is not available at the time of processing your order will default to a refund.

As returns can take 3-5 working days to arrive and up to 10 working days to process returns can take up to 15 working days in total to be dispatched, this can sometimes be longer during peak periods. If you require a faster turnaround, we recommend you place a second order and refund the original. 

Store Sale Items
Sale products are non-refundable when purchased within one of our boutiques, however, you can exchange sale items within 28 days of purchase. Alternatively, we can provide you with a store credit of the same value. 

Discount codes
If your original purchase had a discount code applied and you decide to return your order, this code will not be transferable to a new order. As exchanges are subject to availability, we always ensure to honor exchange requests when able. However, if we find your exchange request is not available at the time of processing your return you will be automatically refunded back to the original payment method, any codes used will also not apply to future orders. To avoid disappointment, we always advise placing a second order rather than exchanging it to guarantee availability.

Gift Cards
Gift cards are not refundable and valid for 12 months from the purchase date.

Online orders returned to the store
Please note online purchases cannot be returned or exchanged in-store and must be returned using the method provided if applicable for mainland UK customers.

For nonmain land UK customers please return your order to EMBASSY LONDON 4-5 SANDPIT RD, GR FLR DEXTER BUSINESS CTR, DARTFORD, DA1 5BU

Christmas Returns Policy
To help you shop with confidence this season, our Christmas returns policy is valid from December 1st until the 10th of January. Any purchases excluding sale products made online or in-store between these dates can be returned up until the 10th of January 2025. Please note our standard 28-day returns policy is unaffected during this period.