We want you to be happy with what you buy from the studio shop. This page explains how exchanges work, when you receive store credit, and what we do if something is wrong with your order.
1. Standard exchanges
If the size, colour or style is not right, you can ask for an exchange within 14 calendar days of receiving your delivery or collecting your order at the studio. We can accept an item only if it is:
- unused and unworn,
- clean and free from marks, scents and damage,
- complete with its original tags, and
- in its original packaging.
Please try footwear on a clean, soft surface only, so the soles stay unmarked.
2. What we cannot exchange
A standard exchange is not available for:
- custom or personalised items,
- special orders,
- pre-orders and backorders,
- sale items,
- gift cards, and
- hygiene items, such as socks, foot undergarments and other items worn directly against the skin.
Each product page and your order page show whether an item can be exchanged. The exclusions above are for standard exchanges only. If one of these items arrives defective, damaged or incorrect, see section 6.
3. How to ask
- Send us a request. Open your order and choose “Request exchange or report an issue” on the item. Tell us the reason and add photos if you like. If you bought several of an item you can ask about just one or two.
- Wait for our approval. We aim to reply within 2 business days. Please do not send or bring the item until we approve your request. Items returned without approval cannot be accepted.
- Return the item. Once approved you get a return reference and our instructions. Bring the item to the studio or post it to us (see section 4).
- We check it. When the item reaches us we check that it is the correct item, in the condition described above.
- You receive store credit. If the item is accepted we add store credit to your account (see section 5). If we cannot accept it, we tell you why and no credit is issued.
4. Studio drop-off or postage
- Studio drop-off is free. Bring the item and quote your return reference.
- Postage: you pay the return postage and choose the courier. We do not sell shipping labels or track parcels for you, so please keep your postage receipt and tracking number. After we approve your request, add the courier and tracking number on your order page.
- If you place a new order to replace the item, any delivery fee on that new order is paid by you as usual.
5. Store credit
- The credit is the amount you actually paid for the returned item after any discount. Delivery charges are not included.
- We add it only after we have received and inspected the item, not when we approve your request.
- You can use it on a future merchandise order at checkout. Your balance and history are shown on your order page. Each amount can be used once.
- Store credit is not a cash refund and cannot be used for class fees or class passes.
6. Defective, damaged, incorrect or unavailable items
If your item arrives defective, damaged or is not what you ordered, or if we cannot supply an item you paid for, tell us as soon as you can with photos. These reports are handled separately from standard exchanges:
- The 14-day exchange window and the exclusions in section 2 are not applied automatically. We look at each case on its facts.
- We can arrange a replacement or, where you are entitled to your money back, a refund. You are never required to accept store credit instead of a refund you are owed. You may choose store credit if you prefer it.
- Refunds are paid by bank transfer or QR payment. We pay you directly and email you the payment reference once it is done.
- If an item was never delivered because we could not supply it, we refund what you paid for it and you do not need to send anything back.
- Where we ask you to return the item first, we will tell you how and who pays for the return.
7. Your privacy
Bank details, QR images and photos you add to a request are private. Only you and our authorised staff can see them, and we never put bank details or QR codes in emails.
8. Ordered without an account?
You do not need an account. Enter your order number and the email you used at checkout and we will email you a secure link, valid for a limited time, that opens that one order so you can send and follow a request.
9. Need help?
Message us on WhatsApp and we will help you choose the right option. For sizing before you buy, see the Size guide on each product page.