Refund policy

ONLINE RETURNS POLICY

Items purchased online can be returned to our Returns Team or to our High Street stores, excluding concessions, within 365 days of delivery. All returned items must be unworn and in their original condition. To obtain a refund or exchange, proof of purchase must be provided for the item you wish to return. Items purchased on HOMETOWNCLOTHING.CO.UK can be returned to our UK returns address via the post, or to our UK stores, excluding concessions. Items purchased in branch, can only be returned to one of our stores, excluding concessions, in the original country of purchase.

When will we pay the costs of return?
We will pay the costs of return:
(a) if the products are faulty or misdescribed;
(b) because you have a legal right to do so as a result of something we have done wrong; or
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

How we will refund you.
We will refund you the price you paid for the products (including delivery costs, where appropriate), by the method you used for payment. However, we may make deductions from the price, as described below.

Deductions from refunds if you are exercising your right to change your mind:
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your excessive handling of them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer (namely our ‘standard UK delivery’ cost).

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RETURNING AN ITEM

Simply return your item, included in your packaging, wrap up your item, say your goodbyes and send via a reputable courier. You can drop your item off at any of our stores based in Peterborough. You can return your order in person to one of our stores.

Should you be a non-UK customer, please use your local postage service. We would always advise using some form of tracked service. You can send your footwear to:

HomeTown
16A Westgate
Peterborough PE1 1RA

Your item must be unworn and returned in its original condition. HomeTown isn't liable for your item while it is in transit back to us. All refunds and exchanges are processed within 1–3 working days of receiving the item back to our Returns Department; however, depending on your payment method your refund may not show on your account for 5–7 working days.

Should you believe your item has a fault, please refer to the below FAQ ‘What do I do if I think my item has a fault?’

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CAN I RETURN TO A STORE IF I BOUGHT ONLINE?

No problem at all. Items purchased online can be taken to any of our stores, excluding concessions, with your relevant invoice. The store will be happy to accept the item back should it be unworn and in the original selling condition within 28 days of delivery. Your return will then be processed to your original method of payment. This refund can take between 3 to 10 working days to show back on your original method of payment. You will not be required to show the credit/debit card used online but will require your invoice for your refund to be processed.

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I PAID € OR $ ON YOUR UK SITE, CAN I RETURN TO A UK STORE FOR A REFUND OR EXCHANGE?

No problem at all. For an exchange, you can pop along to your local store and they’ll be happy to process this for you. The order will be exchanged and not refunded in the amount you’ve paid with.

Should you require an exchange, there are two options available to you:

1 – If the item you require as exchange is available in store, we will be able to exchange your original order and then place a new sale. Please note that you will only be able to pay for the order in the currency of pounds only in store.

2 – We’ll be able to place an exchange for you and have the item delivered to you. This will be a 2–5 day service. Delivery time may be longer if having your item shipped outside the UK.

All items must be returned unworn, in their original packaging, within 28 days of receipt of your item.

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WHERE DO I STAND WITH THE CONSUMER CONTRACT REGULATIONS?

Any customer purchasing goods online will have 14 days from the date of delivery to cancel their item. Customers will also have an additional 14 days from this point to return the unworn item back to HomeTown. When returning, please note your intention to exercise your rights under the Consumer Contract Regulations. Standard delivery costs will be refunded if HomeTown is informed of your intent to return within 14 days of delivery, and then sent back to HomeTown within the next 14 days from this point.

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I DON’T LIVE IN THE UK, HOW DO I RETURN AN ITEM?

Please enclose your returns information and should you be requesting an exchange, please provide details of this. We’d always advise using some form of tracked service for your own peace of mind. All returns through a reputable courier are fully trackable so you’ll be able to keep an eye on your return coming back to us.

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WHAT DO I DO IF I THINK MY ITEM HAS A FAULT?

We’re really sorry you’ve had any problem with your item. In order for us to determine whether there is a fault or not, we would need to assess the item. Should you be local to one of our stores, feel free to pop in with the item and valid proof of purchase. One of the store managers will be happy to assist and offer an assessment on the item. If you are unable to get to one of our stores, you’ll be able to send the item for assessment to the below address:

HomeTown
16A Westgate
Peterborough
PE1 1RA

We recommend using a tracked service as we are not liable for any returns lost in transit. You would be required to enclose proof of purchase and a covering letter with details on why you believe there is a fault. Please also include your name, address and a daytime contact number. Assessments can take a maximum of 15 working days but are usually much faster than this. Should a fault be found, a refund/exchange will be offered and postage costs will be refunded also. If you are an international customer, please contact us via email or social media.

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HOW LONG DO RETURNS TAKE TO PROCESS?

Once your item has been received back to our Returns Department, a refund or exchange will be processed within 1–3 working days. During sale periods, this may take up to 5 working days. You’ll be notified by email when your refund or exchange has been processed.

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WHAT'S YOUR STORE RETURNS POLICY?

We hope you love your purchase, however, if you’ve changed your mind, we’re happy to accept full price items back within 28 days and sale items back within 7 days of purchase. All items must be unworn, in re-sellable condition and returned in the original packaging with valid proof of purchase. All items will be exchanged for gift card or replacement — whichever you prefer. For sale items, we’re happy to offer a gift card or exchange. Items can only be returned in the country they were originally purchased. This is in addition to and does not affect your statutory rights.

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WHAT'S YOUR STORE PHONE MARKETING POLICY?

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