Returns Policy

1. This policy sets out the returns policy for goods purchased through the online store operated by Little Roos of Ely.

2. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.

3. Some types of goods are exempt from being returned for a refund where they are perishable (e.g. food) or where they are intimate or sanitary goods (like CSP, underwear).

4. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the original postage and packaging charges made. You will not be entitled to a refund of the cost you incur in returning the item to us.

5. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item:

  • Our standard returns policy entitles you to a full refund of the purchase price of purchases made through our website if you change your mind (i.e. the goods or services provided are not faulty or were not described properly) within 14 working days. You must let us know within 14 days that you intend to return the purchased items.

  •  Once your return is received and inspected we'll contact you to let you know whether your refund will be processed or not, and initiate a credit your original method of payment (the postage charge will not be refunded), within 3 working days. Please note that between our payment provider and your bank, it can take up to 14 days for you to receive the refund back into your account. 

  •  If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.

  •  If an item you purchased was purchased with a discount code, then we will only refund the amount that you paid (and not the amount the item was listed for).

  •  If an item you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.

Faulty Goods

  • If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction. 

  • Please note that goods will not be deemed faulty if the fault is not a result of manufacture, but has instead been caused by wear and tear or misuse.

  • For the purposes of this procedure, we would expect children's shoes to remain in good condition for three months during normal wear, however we are happy to accept them back for an assessment after this period. 

  • Where we need to contact one of our brand suppliers for advice about whether the issue is due to manufacture or wear and tear, we will let you know so that you will be aware that any refund offered or your item(s) returned will be delayed slightly whilst we wait for a response. 

  • On receipt of the goods and after inspection of the goods we will either:

       • accept their return and refund the price of the goods or a partial refund based on the amount of use that has been had (we are unable to offer replacements)

       • if the items are found not to be faulty, return them to you

This returns policy is in addition to, and does not affect, your statutory rights.