Refund policy

14-day returns

You may request a return within 14 days after delivery by emailing hellotoeflex@gmail.com with your order number and the items you wish to return. For change-of-mind returns, please keep items unused and in their original packaging where possible. These conditions do not limit your statutory rights, including the right to inspect goods.

How to return

Contact us before sending an item so we can provide the correct return instructions and address. Please do not send returns to our registered company address or the address printed on the parcel without instructions. Customers pay direct return shipping costs for change-of-mind returns. We cover reasonable return costs for defective, damaged or incorrect items.

Damaged, defective or incorrect items

Please contact us as soon as possible, ideally within 48 hours of delivery, with your order number and photos of the issue and packaging where available. We will investigate and arrange a replacement or refund as appropriate. The 48-hour request is for prompt assistance and does not remove any legal rights or applicable claim periods.

Cancellations and missing orders

Email us promptly if you wish to cancel before dispatch. If the order has already shipped, return rights may apply. If your order is lost or cannot be fulfilled, contact us for investigation and an appropriate refund or replacement.

Refunds

We will confirm the outcome after reviewing your request and, where required, receiving the returned items or evidence of return. Approved refunds are processed to the original payment method within 5–10 business days, subject to any shorter legal deadline. Your bank or payment provider may require additional time to display the credit.

UK cancellation rights

For eligible online purchases, UK customers may notify us of cancellation within 14 days after receiving the goods and then have a further 14 days to send them back. You may cancel by a clear email stating your name, order number, order/receipt date and the items being cancelled. We refund the applicable amount, including standard outbound delivery charges where required, within 14 days of receiving the returned goods or evidence of return, whichever is earlier. A deduction may apply for handling beyond what is necessary to inspect the goods, where permitted by law.

Nothing in this policy excludes or restricts mandatory consumer rights in your country.

Support: hellotoeflex@gmail.com.