Returns & exchanges
Fourteen days to decide, and an exchange if the size is not right.
How do I make a return?
You have 14 days from receipt of your order to register a return request.
The request is made through our returns portal, then you simply follow the steps shown.
Are returns free?
From mainland France, yes: a prepaid return label is provided when your return is registered.
From Europe and the rest of the world, return costs are yours.
Can I exchange my pair?
Yes, an exchange is possible, in particular for a change of size.
Write to us at contact@shiloh-heritage.com before sending your return: we check that the pair you want is available and tell you how to proceed. A pair is held for you as soon as our team has confirmed it.
In what condition should I return my pair?
Your pair can of course be tried on to check size and fit. We simply ask that you do so indoors, on a clean, dry, non-abrasive surface.
It should then come back in its original condition, with its accessories and its box. The shoebox goes inside an outer packaging: no label or tape should be applied directly to it.
How do I return from outside the European Union?
Register your request on our returns portal first, then arrange the shipment with the carrier of your choice.
One thing not to miss on the customs declaration: the parcel must be marked RETURNED GOODS. This is the return of a product previously exported, not a new import.
An incorrect declaration would lead to customs duties or additional charges payable by you — hence the importance of that wording.
When will I be refunded?
Your refund is issued after your return has been received and checked, to the payment method used for the order.
It covers the price of the pair. Initial shipping costs, where they applied, are not refunded.
Are taxes and customs duties refunded?
No. Customs duties, local taxes and import fees are paid directly to the authorities or the carrier, and are not collected by Shiloh Heritage. The house therefore cannot refund them.
Depending on the country, a claim can be made to your local customs office.
What if the pair shows signs of wear?
Every return is checked on arrival.
A pair worn beyond a simple fitting — soles, heels, leather or suede — may have lost value, and this will be taken into account in the refund. That is the reason for trying them on indoors: a few steps on the pavement are enough to mark a leather sole.
Unsure before sending your pair back: contact@shiloh-heritage.com
