Refund policy

Request a return or cancellation

Email customerservice@acupuncture1993.com with your order number and the items concerned. Tell us within 14 days after receiving your goods if you wish to cancel an eligible online purchase or request a change-of-mind return. Send the goods back within a further 14 days after telling us. If applicable law gives you longer or different rights, those rights take priority.

You may use the optional cancellation wording below, but a clear email is sufficient. You do not need to give a reason for a statutory cancellation or wait for permission to exercise that right. Please contact us promptly for the correct return instructions if you are unsure where to send an item.

Condition and inspection

You may inspect the goods and try shoes on indoors as you would in a shop. For a change-of-mind return, please keep the goods clean and return the accessories and packaging where possible. Handling beyond what is necessary to assess the goods may result in a proportionate deduction only where the law permits it. It does not automatically remove the whole right to a refund. Conditions for voluntary returns do not restrict remedies for faulty or incorrectly supplied goods.

Faulty, damaged or incorrect goods

If an item is faulty, not as described or supplied incorrectly, contact us with the order details and a description of the problem. We will arrange the remedy required by the applicable law and cover reasonable return costs where we are responsible. Your statutory rights apply independently of any commercial warranty and are not limited by the change-of-mind conditions in this policy.

Return postage and delivery charges

For an ordinary change-of-mind return, you pay the direct cost of returning the goods unless we agree otherwise or the law requires us to pay it. For a qualifying UK statutory cancellation, the refund includes the standard outward delivery charge; any extra paid for an upgraded service need not be refunded. For other voluntary returns, outward shipping is refundable where the law or the applicable offer requires it. We do not retrospectively charge an outward fee for an order that originally qualified for free shipping.

Refund timing and method

We aim to process eligible refunds within 7 business days of receiving the return. Where UK cancellation rules apply, we will issue the refund no later than the applicable 14-day deadline after receiving the goods back or evidence that they were sent back, as required by law. We may withhold a cancellation refund until one of those events where the law permits. Your bank or payment provider may take additional time to show the credit.

Refunds are made to the original payment method and in the currency charged for the order, unless another method is lawfully agreed. We do not control a bank’s exchange rate or separate bank charges. This does not limit a refund or other remedy required by law.

Exchanges

If you would like another size, email the order number and the size you need, for example EU 42 / UK 8. Exchanges depend on actual stock availability. If an exchange cannot be arranged, we will explain the return or refund options. No replacement size is reserved until confirmed.

Return addresses

Use the return warehouse appropriate to your order and follow the instructions we provide. A registered office is not a return warehouse. Keep proof of posting.

• United Kingdom: Acupuncture, 51 Thorburn Road, Northampton, NN3 3DA, United Kingdom

Optional cancellation wording

To Everleven (UK) Trading Ltd, 128 City Road, London, EC1V 2NX, United Kingdom; email customerservice@acupuncture1993.com.

I give notice that I wish to cancel my contract for the following goods: [items]. Order number: [number]. Ordered on / received on: [dates]. Customer name and address: [details]. Date: [date]. Signature: [only if sending on paper].

This policy does not exclude or reduce any mandatory consumer rights. See Shipping policy and Terms of service for related information.