Scarosso UK Return Policy
How do I return/exchange my purchased items?
In the event that the goods you ordered do not fit or are not to your liking, you can return them free of charge within 30 days of receipt for an exchange or full refund ( minus Postage & Packing ). Please note we can only accept unworn items. We therefore recommend that you try on shoes on soft surfaces (e.g. carpet).Be sure not to remove any labels and or soil the goods. This saves both you and us time and inconvenience.
Step 1. Send us your returns request via email
Please send an email with your order number to service@scarosso.co.uk
and the following information so we can send you a link to the returns form to be filled out or the returns label itself for certain countries.
- Name
- Which products you would like to return/exchange
- Reason for return (not mandatory)
- The new size and product you would like in exchange if appropriate
Step 2. Send via Post
After you have carefully repackaged the products to be returned, printed the returns label out and placed it to the parcel, just bring it to your nearest post office. The postage costs are covered by us. Simply keep the receipt which serves you as a proof in case the parcel gets lost on the way to us. As long as you use the return form, your shipment is insured.
Step 3: Exchange processed/Refund of the Purchase Price
Your exchange will be processed and confirmed by email. Advance payment will be credited within 20 days on receipt of the goods and the successful adherence of the above conditions to your respective bank account.
For further queries contact one of our Customer Service Representatives at service@scarosso.co.uk.
How long does it take to process my exchange request?
We endeavour to process your exchange request as soon as possible after receiving the returned products.
How long does it take to process my reimbursement?
Reimbursements can take up to 20 days after the returned products have been received in our warehouse to be processed.
I am returning an item purchased with a Gift Certificate, how does that work?
Orders with Gift Certificates as payment will be refunded as a voucher code for the next time you shop with us.
I have received a product that I did not order/ the incorrect product.
We apologise for the inconvenience, these errors occur from time to time. Please refer to the How do I return/exchange my purchased items? or contact service@scarosso.co.uk.
I printed out my label and misplaced it. How can I retrieve it again?
If you have already received the return link by email, just generate a new one. Otherwise please contact us at service@scarosso.co.uk.
What if after wearing the shoes I discover they are not comfortable?
Although our shoes are made of the highest quality material and with the upmost care you might still experience some discomfort the first time you wear them. We regret that we do not accept returns or exchanges for shoes that have been worn and damaged. Please visit our Comfort & Shoe tips section for some helpful hints on how to wear your shoes comfortably.
What if the product does not fit and the size I would like is sold out?
We will be in touch with you via email to let you know the expected delivery date of the requested shoes. If the product is no longer being replenished, we will be in touch to suggest an alternative or offer a full refund.
What if the product I would like to order in exchange is more/less expensive than what I originally paid?
If the product you wish to order in exchange is less expensive that what you originally paid, we will refund the difference back to the original payment method. If you chose bank transfer as the original payment we need the following bank account details in order to transfer the money to you:
- Account Holder
- Bank
- Account Number [or iban for non German bank accounts]
- Sort Code [or swift for non German bank accounts]
If the product you wish to order in exchange is more expensive that what you originally paid, we will send you an invoice when we process the exchange for you to transfer the difference to our bank account or Paypal account.
What if the product is faulty?
For a swift resolution, please email us photos of the product. Shoes must be photographed from both sides, from above and below. Send all images to service@scarosso.co.uk and be sure to also include a description of the fault and the circumstances surrounding how the fault arose. We will assess the situation and provide you with the most convenient solution.
What if the product is not what I expected?
Our goal at Scarosso is to make you happy, so if you’re not completely satisfied with your purchase, you can return or exchange the unworn item within 30 days of receipt by following the directions below.
a. If colours are not what you expected: Colours can vary slightly from computer to computer depending on your settings.
b. Accessory colours do not match exactly: Matching accessories may also not be an exact colour match but still create a stylish ensemble.
c. Shoes do not fit: Take a look at our Comfort & Shoe Tips section for some great ideas on improving this.
If these tips don’t help and you would like to proceed with an exchange or simple return, you can return or exchange your ready to wear item(s) for a full refund within 30 days of receipt. Returns must be unworn, in the state you received them, and in the original packaging.
When I try to generate a return label from the link it does not work!
This is normally linked with your cookie settings. Please just let us know at service@scarosso.co.uk if you have difficulties and we will generate the return label for you.
For more information visit Scarosso UK
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