Online Returns/Refunds
Please Note: This returns policy applies to online orders only.
All in store purchases are subject to a separate returns policy.
Contact us
For any questions or queries regarding Returns/Exchanges/Refunds please email nushuz100@gmail.com or use the contact form on our website.
All products are protected by a 14 Day Money-back Guarantee which guarantees a refund on product or exchange if the item is returned in an unused, saleable condition, within 14 days of receiving the order. The cost of shipping will not be included in the refund as this was the cost to delivery the item to you by the courier.
Returns
- We recommend you use a courier where you can track the parcel and have proof of postage.
- Return to: Nu Shuz, Unit 3, Castlewest Shopping Centre, Main St, Ballincollig, Cork, P31 X656, Ireland.
- You have 14 days in which to return unsuitable item(s) for a full refund or exchange. Delivery costs are not included in refunds of items returned.
- The Returns Form included in your parcel must be filled up in full as, if not, this may cause a delay in your refund being processed.
- All items are your responsibility until we receive them. We can not refund any items that have not been received safely by us or the get lost in transit.
- Please ensure all items are packaged appropriately so that they do not become damaged in transit.
- All items must be returned in their original, saleable condition, with all tags intact. Items that have been returned in a soiled condition or with an excessive odour (for example, smoke or perfume) will not be accepted.
- All items will be inspected upon return.
- For hygiene reasons, there is no return on insoles or shoe care products.
- Other items may be deemed unreturnable due to the nature of their use. This is to deter items being used and then returned. Some items may have a tag on them that if removed will not be eligible for return. Under no circumstances if this tag is removed can the item be returned. Again, this is to deter items being used and then returned for a refund.
- Please make sure that your forms are filled up in full and the item is returned within the 14 day period so that it is accepted at our warehouse.
Exchanges
We will happily exchange your item for another size or colour once it is returned to us in accordance with our Returns Policy. Exchanges are subject to availability of stock. The same item may only be exchanged once.
Faulty Items
- If you are returning an item due to a fault please contact our customer service on by using the contact form on our website or alternatively email nushuz100@gmail.com and provide details and pictures of the fault.
- Please notify us within a reasonable amount of time about any faults as wear and tear may occur and this will hinder us clarifying faults.
- If an item is deemed faulty and must be returned to us please use a method as it is trackable and low cost. You can choose to use an alternative method at a higher value but this will be at your own expense.
- All items to be returned are your responsibility until the arrive to us so we do encourage that you use a trackable method as we can not refund items that we do not receive or have been lost in transit.
- Please refrain from contacting us on social media for returns, faults, or exchanges. Due to GDPR regulations, the team managing our social media accounts cannot access order details or records and won't be able to assist as efficiently as our Customer Service team. For prompt assistance, please email us at your earliest convenience.
Refunds
- Refunds will only be credited to the original card or other method, that is used for payment.
- Your returned item must be processed back through our warehouse so please allow 2-3 days for this process to be complete.
- We will email you to confirm receipt of your return.
- If you paid via PayPal, then your PayPal account will be credited.
- Please allow 10-15 working days (Monday to Friday) for your refund to appear in your account. This timeframe aligns with standard eCommerce return policies to help prevent fraudulent transactions.
- We will not refund delivery or postage costs unless the item returned is deemed faulty by us, or is being returned due to an error on our part. All agreements for refund of postal costs MUST be cleared with our Customer Service prior to you returning the item.
- Our Returns Policy is in accordance with the Distance Selling Regulations and does not affect your statutory rights.
Please Note: This returns policy applies to online orders only. All in store purchases are subject to a separate returns policy.