Refund policy
Last updated: 31 August 2026
At FWSports Shoes, we want our returns process to be clear, straightforward and easy to understand.
This policy explains how to return an item, applicable return timeframes, return costs, damaged or incorrect products, exchanges and refunds.
FWSports Shoes is a trading name of Wellnessmasco LTD, registered in England and Wales under Company Number 15150625.
1. Return Window
Customers may request a return within 30 days of receiving their order, subject to the conditions set out below.
This return policy applies to eligible change-of-mind returns as well as returns relating to sizing or suitability.
For customers in the United Kingdom, nothing in this policy limits your statutory consumer rights.
UK Customers — Right to Cancel
If you purchase online as a UK consumer, you normally have the legal right to tell us that you wish to cancel your order within 14 days after receiving the goods.
After notifying us of your cancellation, you normally have a further 14 days to return the goods.
You do not need to provide a reason for exercising your statutory right to cancel.
Your statutory rights are separate from, and are not reduced by, our 30-day returns policy.
2. How to Start a Return
To start a return, contact our customer support team at:
Email: info@fwsportsshoes.com
Telephone: +44 20 3322 5623
Please include:
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Your name
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Order number
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Product you wish to return
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Reason for the return
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Whether you are requesting a refund or exchange
For damaged, defective or incorrect products, please also include clear photographs showing the issue where reasonably possible.
What Happens Next?
After receiving your return request, our customer support team will provide you with:
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Your return reference/RMA number
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The correct return warehouse address
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Return instructions
We aim to provide these details within 1 business day.
Obtaining a return reference is an administrative step that helps us identify and process your return correctly. It is not a discretionary approval process intended to prevent customers from exercising an eligible or statutory return right.
Please do not send returns to our registered administrative office unless our customer service team specifically instructs you to do so.
3. Return Address
FWSports Shoes uses fulfilment and distribution facilities for processing returns.
Because the appropriate return location may depend on the product and fulfilment location, we will provide the correct return warehouse address when you contact us to initiate your return.
You will receive this information within 1 business day together with your return reference and return instructions.
Our registered office at 5 Cameron Terrace, Herbert Road, South Tottenham, London, England, N15 4FG is an administrative address and is not our general product-return warehouse.
4. Condition of Returned Products
For ordinary change-of-mind returns, customers should take reasonable care of the products while they are in their possession.
Footwear may be tried on indoors in the same way that it could reasonably be examined in a retail shop.
Where possible, returned products should include:
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The footwear
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Original shoe box
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Tags and labels supplied with the product
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Accessories supplied with the product
Products should not show signs of outdoor wear, prolonged use, deliberate damage or alteration.
For UK customers exercising statutory cancellation rights, reasonable handling necessary to establish the nature, characteristics and fit of the product will not prevent a return.
However, where handling goes beyond what would reasonably be permitted when examining the goods in a shop and results in a reduction in value, we may be permitted by law to make an appropriate deduction from the refund.
5. Change-of-Mind Returns
If you change your mind, order the wrong size, or decide that an eligible product is not suitable, you may return it within our stated return period.
For change-of-mind returns:
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The customer is normally responsible for return shipping costs.
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We recommend using a tracked delivery service.
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FWSports Shoes is not responsible for a return package until it reaches the designated return facility.
Where UK statutory cancellation rights apply, we will also refund the original standard delivery charge where required by law.
If you selected a more expensive delivery service than our standard delivery option, any additional premium delivery cost may not be refundable.
6. Damaged, Defective or Incorrect Products
If your product arrives:
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Damaged
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Defective
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Incorrect
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Materially different from what you ordered
please contact us as soon as reasonably possible at:
Please provide your order number and photographs showing the issue where reasonably possible.
Where we confirm that an item was supplied damaged, defective or incorrectly, FWSports Shoes will provide an appropriate remedy, which may include:
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Replacement
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Exchange
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Refund
Where a return is required because we supplied a damaged, defective or incorrect item, FWSports Shoes will cover the reasonable return shipping cost or provide return instructions at no additional cost to the customer.
This does not affect any statutory rights you may have.
7. Wrong Size or Fit
If you ordered a product and the size or fit is unsuitable, you may return the product in accordance with this policy.
You may request:
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A refund, or
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An exchange, subject to stock availability
For ordinary size exchanges where the correct item was originally supplied, the customer may be responsible for return shipping costs.
If the wrong size was sent because of an error by FWSports Shoes, we will cover the reasonable return and replacement delivery costs.
8. Exchanges
If you would like to exchange an eligible item, contact:
Tell us the product and size you would like instead.
Exchanges are subject to product availability.
If the requested replacement is unavailable, you may choose an alternative eligible product or receive a refund in accordance with this policy.
9. Refund Processing
Once a returned item is received, we will process it as promptly as reasonably possible.
Where a refund is due, it will be issued to the original payment method used for the purchase unless another method is required by law or agreed with you.
For UK statutory cancellations, refunds will be made within the applicable legal timeframe, generally no later than 14 days after we receive the returned goods or evidence that they have been sent back, where applicable.
After we issue the refund, your bank, card issuer or payment provider may require additional time to display the funds in your account. This processing time is controlled by the payment provider rather than FWSports Shoes.
We will notify you by email when your refund has been processed.
10. Original Shipping Charges
For ordinary returns made under our additional 30-day commercial returns policy, original delivery charges may not be refundable unless required by applicable law.
For UK consumers validly exercising their statutory right to cancel an online order, the cost of our standard outbound delivery will be refunded where required by law.
Any additional amount paid for an upgraded or premium delivery option above the cost of standard delivery may not be refundable.
11. Return Shipping Costs
Change of Mind / Wrong Size
The customer is normally responsible for the cost of returning the product.
Damaged, Defective or Incorrect Item
FWSports Shoes will cover reasonable return shipping costs or arrange an appropriate return method.
Customers should not incur an unexpected return shipping expense for a verified error attributable to FWSports Shoes without first contacting us.
12. Lost Return Parcels
We recommend using a tracked shipping service when returning a product.
Please retain your postage receipt and tracking information until your refund or exchange has been completed.
If you have proof that an eligible UK statutory return was sent back, this may also be relevant to the timing of your refund under applicable consumer law.
13. Items That Have Been Used or Damaged After Delivery
We may reduce a refund where permitted by law if a returned item has lost value because it was handled significantly beyond what is reasonably necessary to inspect or try it on.
Examples may include footwear that:
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Has clearly been worn outdoors
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Has substantial dirt or wear
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Has been deliberately damaged
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Has been materially altered by the customer
We will not use minor packaging damage or reasonable indoor fitting as an automatic reason to reject an otherwise valid statutory return.
14. Sale and Discounted Products
Eligible sale or discounted products may be returned under this policy unless a specific lawful exception is clearly disclosed before purchase.
Purchasing an item at a discounted price does not remove any statutory consumer rights.
15. Order Cancellation Before Dispatch
If you want to cancel an order before it has been dispatched, please contact us as soon as possible:
If the order has not yet entered a stage where dispatch cannot reasonably be stopped, we will process the cancellation.
If the order has already been dispatched, you can use the applicable return or statutory cancellation procedure after receiving it.
UK customers retain their applicable statutory cancellation rights.
16. Your Statutory Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict or replace rights that customers have under applicable consumer protection law.
For UK consumers, these may include rights relating to:
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Online cancellation
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Faulty goods
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Goods that are not as described
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Goods that are not of satisfactory quality
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Goods that are not fit for their intended purpose
These rights may apply independently of our commercial return policy.
17. Contact Us About a Return
If you have any questions about a return, refund or exchange, please contact:
FWSports Shoes
A trading name of Wellnessmasco LTD
Email: info@fwsportsshoes.com
Telephone: +44 20 3322 5623
Customer Service Hours:
Monday–Friday
09:00–17:00 GMT
Registered Office:
5 Cameron Terrace
Herbert Road
South Tottenham
London
N15 4FG
United Kingdom
Company Registration Number: 15150625
Important: The registered office above is our administrative address. Please contact us before returning merchandise so that we can provide the correct return warehouse address and return reference.
We aim to provide return instructions within 1 business day of receiving a return request.