All online purchases (excluding personalised items) will be dispatched within 2-3 working days* by Royal Mail 1st class post. Orders usually arrive within 2 days however this is an estimated delivery date, in some circumstances delivery may take a little longer. If an order doesn't arrive, we must allow to up to 10 working days before we can classify a parcel as missing.
Our standard postage charge is £3.95 however faster or tracked delivery services are available. Please contact us for more details and we can discuss your specific requirements.
* If any item is out of stock for any reason dispatch will be delayed but we will contact you to advise.
We are happy to offer refunds or exchanges within 14 days of purchase on most items with a valid receipt, provided that the items haven't been worn and the original tags are attached.
We cannot offer refunds on the following items:
tights and underwear
personalised items or made to order items
pointe shoes (if sewn, darned or marked)
Any item deemed to be faulty must be returned immediately with a valid receipt and the original packaging for inspection. Where the fault lies with the manufacturer, an exchange will be given. Where items are returned after 28 days or within 28 days where the fault has arisen whilst wearing, they will be returned to the manufacturer for inspection before any refund or exchange will be given.
Sale items purchased online may be returned under the Consumer Contracts Regulations for a full refund. You must notify us by email within 14 days if you wish to return items. After this time no refunds or exchanges will be given. Please send an email quoting the item, your name and order number to email@example.com and we will contact you to arrange a return and refund or exchange as required.
Pointe Shoe Returns Policy
We take pride in the quality and professionalism of our pointe shoe fitting service and we ask all students to be honest and voice any likes or dislikes about the shoes they are being fitted in so that these can be discussed to enable us to agree on the right shoes for their needs.
We always recommend students have their teacher approve their first pair of pointe shoes after they have been fitted. Likewise, if the student is more experienced and has changed make/style of pointe shoes we also recommend the new shoes are approved by their teacher if they feel it appropriate. We are always happy to re-fit pointe shoes based on teachers' feedback and welcome discussion directly with teachers over fitting and shoes styles.
Pointe shoes may only be returned if they are in their original condition. Unfortunately, we cannot refund or exchange pointe shoes if they have had ribbons attached, been darned or have been marked in any way. There are a vast number of reasons why pointe shoes wear out and the speed at which they break down varies greatly too. As a result broken, soft or failed pointe shoes are not deemed to be faulty and will not qualify for refunds or exchanges.