Our Commitment to Your Satisfaction
At Dune London Shoes Shop, we believe that sophisticated style should be matched with exceptional customer service. We want you to be completely satisfied with your premium footwear purchase. If for any reason you’re not happy with your order, we’re here to help with a straightforward returns and exchanges process.
Returns & Exchanges Timeframe
We accept returns and exchanges within 15 days from the date you receive your order. This gives you ample time to ensure your Dune London footwear meets your expectations for both style and comfort.
Conditions for Returns & Exchanges
To be eligible for a return or exchange, your item must meet the following conditions:
- Items must be unworn and in their original condition
- Original packaging must be intact and included
- All tags and labels must be attached
- Shoes must show no signs of wear or damage
- Proof of purchase (order number) must be provided
Important Note: Non-Returnable Items
Based on our product analysis, we cannot accept returns for UGG Boots women due to hygiene reasons and the specialized nature of these premium sheepskin boots. All other products in our collection including Boots Men, Boots Women, Loafers & Slip Ons Men, Sneakers Men, and Sneakers Women are eligible for returns and exchanges according to our standard policy.
Step-by-Step Return Process
Contact our customer service team within 15 days of receiving your order using the template below. Send your completed request to: [email protected]
Our team will review your request and typically respond within 24 hours during business days with return authorization and shipping instructions.
Carefully pack the items in their original packaging with all tags attached. Include your order number and contact information inside the package.
Ship your return to our address using a trackable shipping method. We recommend insuring your package for its full value.
Return Address:
37 Wynyard Street
LITTLE RIVER, AU 2720
Once we receive and inspect your return (typically within 5-7 business days), we will process your refund or exchange.
Refund Timeline & Method
We strive to process refunds quickly and efficiently:
- Refund Processing Time: 5-7 business days after we receive your return
- Refund Method: Refunds will be issued to your original payment method
- Credit Card/PayPal: 3-10 business days to appear on your statement
- Shipping Costs: Original shipping fees are non-refundable
Please note that the refund timeframe may vary depending on your financial institution.
Exchange Process
If you’d like to exchange your item for a different size or style:
- Follow the same return process outlined above
- Clearly indicate your preferred exchange item in your return request
- We will ship your exchange item once we receive and process your return
- Any price differences will be refunded or charged accordingly
Return Request Template
Copy and paste the template below into your email to initiate your return or exchange:
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Dear Dune London Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Your Order Number] Order Date: [Date of Order] Items to Return/Exchange: [List items with sizes and quantities] Reason for Return/Exchange: [Please provide details]
Exchange Preference (if applicable):
Preferred Exchange Item: [Item name, size, and quantity] Alternative Choice: [Optional second choice]
Contact Information:
Full Name: [Your Full Name] Email Address: [Your Email Address] Phone Number: [Your Phone Number]
I confirm that the items are unworn, in original condition with all tags attached, and include the original packaging.
Thank you for your assistance,
[Your Name]
Need Assistance?
Our customer service team is here to help with any questions about returns or exchanges:
Email: [email protected]
Address: 37 Wynyard Street, LITTLE RIVER, AU 2720
Response Time: Typically within 24 hours during business days
Thank you for choosing Dune London Shoes Shop, where sophisticated style meets exceptional comfort in every step you take.