Shoes

If you have a problem with shoes you have bought recently, then step this way.

First Step

Go back to the shop as soon as you can with some proof of purchase if possible. Ask to see the manager and explain your case. If the shop is part of a chain you can usually go to any branch of that chain.

If you return unworn faulty shoes at once you have a right to insist on a cash refund or, if you have paid by credit card, a refund on your credit card account. But if you delay or you've had some use out of the shoes, the shop may not give you all your money back. It depends on the state of the shoes and how long you've had them. Instead of a refund, they may offer to repair or replace them; the choice is yours.

If you are offered a credit note you don't have to accept it. If you do accept it you will usually be unable to exchange it for cash later on. You may be left with an unwanted credit note if you cannot find any other shoes you want from the shop. Some credit notes are only valid for a limited period so check this if you accept one.

If there is any doubt about your complaint, the shop may want to send the shoes back to head office for inspection. This is fair and could help sort things out, but find out how long it will take. Don't be put off by the shop which says 'Sorry, we can't help' - it's the manufacturer's responsibility'. This is not true. It's the shop's legal duty to put things right.

Next Step

It you don't seem to be getting anywhere, you can get help. Contact Trading Standards, the phone numbers are at the bottom of this page.

Stepping On

Many shoe shops are covered by the Footwear Code of Practice. If so, you can ask for the shoes to be sent to the Footwear Testing Centre for an independent opinion.

The Final Step

As a last resort, you can take your case to court. This is not as difficult as it sounds. The small claims procedure for amounts up to £5,000 is a cheap, easy and informal way of taking legal action. Advice on the procedure, along with the relevant forms, is available from your nearest County Court office (look under 'Courts' in the phone book for the address) or from Trading Standards.

There are cases when you may not be entitled to anything. Here are some examples:

If the fault was pointed out to you before you bought the shoes eg they were marked 'shop soiled' or 'seconds'.
If you ignore the shop's advice eg your trainers are not machine washable and you put them in the washing machine.
If you simply decide you no longer like the shoes.
If after purchasing new shoes you decide that they don't fit.
If you cause the fault through misuse or lack of care.

So think carefully before you buy.

Further advice and information can be obtained from Staffordshire Trading Standards at:

Consumer Advice - Consumer Direct
Tel: 08454 04 05 06
E mail: consumer.advice@staffordshire.gov.uk
Minicom: 01785 854156

14 Martin Street,
Stafford,
ST16 2LG

All of our information leaflets are available in a range of formats and languages, including Braille and large print. If this would be useful to you or someone you know, please contact us.

Last Modified: 17/03/2006 12:41:05
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