Refund & Returns Policy

Last updated: January 2025

At CoreStride, we want you to love what you've purchased. If you're not completely satisfied, we offer a straightforward returns process.

1. Returns Period

You have 30 days from the date of delivery to return any item for a refund or exchange. After 30 days, we are unable to accept returns unless the item is faulty.

2. Conditions for Returns

To be eligible for a return, items must be:

• In their original, unworn, and unused condition
• With all original tags still attached
• In the original packaging (box, dust bag, etc.)
• Accompanied by proof of purchase (order confirmation email)

Items that show signs of wear, damage caused by misuse, or items that have been altered in any way will not be accepted for return.

3. Non-Returnable Items

The following items cannot be returned for hygiene reasons:

• Insoles and orthopedic inserts that have been removed from their packaging and worn
• Shoe care products that have been opened or partially used
• Personalised or custom-made items
• Items marked as "Final Sale" at the time of purchase

4. How to Return an Item

To initiate a return, please follow these steps:

• Step 1: Email us at info@corestrideldt.co.uk with your order number, the item(s) you wish to return, and your reason for returning
• Step 2: We will respond within 2 business days with return instructions and a return address
• Step 3: Pack your item securely in its original packaging and send it to the address provided
• Step 4: Once received and inspected, we will process your refund within 3–5 business days

5. Return Shipping Costs

Unless the return is due to a fault, damage, or error on our part, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as we cannot be held responsible for returns lost in transit.

If the item was received in a damaged, faulty, or incorrect state, we will cover the full cost of return shipping and offer either a replacement or full refund.

6. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

Approved refunds are processed within 3–5 business days to your original payment method. Depending on your bank or card provider, it may take a further 3–10 business days for the funds to appear in your account.

Original shipping charges are non-refundable unless the return is due to our error or a faulty product.

7. Exchanges

We offer exchanges for a different size or colour where stock permits. To request an exchange, follow the same process as a return (Step 1 above) and specify which item you would like instead. Exchanged items are subject to the same return conditions as above.

8. Faulty or Damaged Items

If you receive an item that is faulty, damaged, or not as described, please contact us within 14 days of delivery at info@corestrideldt.co.uk. Include your order number, a description of the issue, and photographs where possible. We will arrange a full refund, replacement, or repair at no cost to you.

9. Late or Missing Refunds

If you haven't received your refund after 10 business days, please:

• Check your bank account again
• Contact your credit card company — processing times vary
• Contact your bank — there may be a processing delay
• If you've done all of this and still haven't received your refund, email us at info@corestrideldt.co.uk

10. Statutory Rights

This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. You always retain the right to cancel your order within 14 days of receiving goods under the Consumer Contracts Regulations.

11. Contact Us

For all returns and refund enquiries, please contact our customer service team:

• Email: info@corestrideldt.co.uk
• Phone: +44 7401 526505 (Monday–Friday, 9am–6pm GMT)
• Post: CoreStride LTD, Silverstream House, 45 Fitzroy Street, London, W1T 6EB