Refund policy

Returns

We hope you love your order, but if not, full-price items can be returned for a refund within 21 days of receiving your item. During sale periods, sale items can be returned within 14 days of receiving your item, due to high stock demand. We are happy to refund or issue a credit note as long as the item(s) are new and unworn, and fully labelled with the green returns/security tag.

How to return

You can manage your return or exchange quickly and easily through our returns portal. Return postage of £3.95 will be deducted from your refund if you select a pre-pay label, alternatively you can choose the self-shipping option in the portal. Returns shipping costs are non-refundable.

If you are sending the item(s) back yourself using the self-shipping option, ask for a free Certificate of Posting when you send your return. Every Post Office counter will provide one, and it takes a moment. It's your proof of dispatch, and we cannot accept liability for goods lost or damaged in transit without it.

Refunds

Refunds are usually completed within 10–14 days of your return arriving with us. If it has been longer, email your Certificate of Posting or tracking number to office@plumo.com and our team will investigate straight away.

Returning shoes

Please post shoes inside an outer protective box, the same way you received them. Please do not use the shoe box itself for posting, as the box must remain in perfect condition for resale and we will not be able to refund shoes returned without it.

Faulty items

Please contact us first so that we can help you in the quickest possible way. We will ask for a photo or video of the problem so we can identify how best to resolve it for you. After 30 days, if a manufacturing fault is found, we will repair or replace the product in accordance with the Consumer Rights Act 2015.

Exchanges

We are happy to exchange the same style for a different size and will send out the replacement free of charge. For any other exchanges, please return the item for a refund and repurchase the new item.

Please note

Any import duties that arise on shipped or returned items will need to be covered by you. All returned items must be new and unworn, complete with original packaging and all swing tags attached. Used or customer-damaged items cannot be refunded or exchanged. Return postage is non-refundable.