Cancellations & Returns
If you wish to cancel an order you may do so by using the CONTACT US form to initiate the cancellation process. You may also contact our Customer Service Team during office hours on (+44) 01388 814 148. You may even write to us at RETURNS, Scorpio Shoes, The Old Waterloo, High Street, Spennymoor, County Durham, DL16 6DB, United Kingdom, being sure to include all your order details and the reason for wishing to cancel your order.
General Cancellations & Returns Policy
Returns to store
At this time, orders made on the website cannot be returned to our Newcastle Upon Tyne or Durham store and must be returned by posting back to our Spennymoor warehouse address.
Please note that any items purchased from a retail store cannot be returned to the website and must be taken to one of our retail stores for refund or exchange.
Returns by Post
It is important that you follow the steps below to enable us to process your order efficiently and to ensure that you do not incur any unnecessary costs:
1. Detach the Returns Form from your original order invoice.
2. Fill out the Returns Form being sure to complete all the fields.
3. In the case of a fault or error, please provide a full description with your reason for return in the space provided.
4. Place your completed Returns Form with the returning item(s) (either in the original shoe box or just inside the original packaging if the item was not boxed but in other branded packaging).
5. Wrap the item(s) securely in the original or suitable packaging with all tags, and accessories pertaining to the returned goods. Do not apply tape or labels directly to the branded packaging/box. The packaging is part of the product being sold and needs to be in a re-saleable condition. A deduction from the refunded amount may made if the branded packaging has been damaged.
Post the item to us at the address below. We strongly recommend that you use a recorded or traceable delivery service to return your securely wrapped goods to us as we can not be responsible for goods that have not reached us because your chosen carriers have failed to deliver the goods back to us safely.
The Old Waterloo
Processing Cancelled Orders
In line with Government guidance due to the COVID-19 risk, we are required to hold returned parcels in our warehouse for 48 hours before processing. This means that it may take us a little longer than usual to process your refund. Please contact us if you have any queries.
We cannot refund any money if we do not receive the returned items. Please note that it may take up to 3-5 working days for the refund to show in your credit/debit card bank account, whereas Paypal refunds are usually immediate. Each item returned is refunded separately, and will show on your statement as a refund/credit from Scorpio Shoes. You will be refunded onto the card/account that the goods were purchased with, or into the same Paypal account. If your card expires before we process your refund please contact our Customer Services team with your order number, and new card details.
You can call Customer Services between 9am and 5pm (GMT/BST), Monday - Friday (excluding UK bank holidays):
UK customers: 01388 814 148 (calls charged at normal network rate)
International customers: +44 1388 814 148 (calls charged at network rate)
For security reasons, we cannot accept this information via email. If you experience any difficulties with the returns process please contact our Customer Service team on (+44) 01388 814 148.
Who Pays for Return Postage
The cost of postage to return cancelled orders is at the customers own expense in all circumstances except where Scorpio Shoes has made an error, incorrectly supplied goods, or supplied goods that were faulty or not as described.
Returning goods bought as special offers
If you return a single item bought as part of a multi-buy discount offer (for example 'buy 2 for £20.00') you will be refunded the full price of that item less the total discount given in the offer. If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value. For combination purchases ("buy one get one free" or "get the lowest priced item free"), you must return any free items or vouchers back for us to process a refund.
Returning goods which are of unsatisfactory quality, faulty, not as described or unfit for purpose
Scorpio Shoes will guarantee to refund the costs of goods that are of unsatisfactory quality, faulty, not as described or unfit for purpose.
Returned goods will be subjected to inspection to confirm the complaint is genuine before processing a refund to the buyer. In the event that the inspection does not confirm the complaint is genuine then a refund may be withheld or a reduction in the amount to be refunded may be made. Scorpio Shoes reserves the right to distinguish between a genuine fault and accidental, intentional or unintentional damage, or improper usage or care of a product.
You can return these items to us with a completed Returns Form at:
The Old Waterloo
Refunding the Original Delivery Costs
If we have made a mistake on an item sent to you or it is faulty we will refund the delivery charges you have paid to receive that item unless it was sent to you with other items which you are not returning.
Reimbursing Return Postage Costs for Goods which are of Unsatisfactory Quality, Faulty, Not as Described or Unfit for Purpose
Scorpio Shoes will guarantee to reimburse the costs of returned goods that are faulty or not as described. Returned goods will be subjected to inspection to confirm the complaint is genuine before making a payment to the buyer. The buyer must present Scorpio Shoes with the proof of the cost of the return postage before a payment can be made to the buyer. In the event that the inspection does not confirm the complaint is genuine then reimbursement may be withheld.
Your statutory consumer rights and rights under the Sale Of Goods Act are not affected by our returns policy.
The information on this page was last updated on 1st July 2020.