Returns/Refund Policy

If your trainers aren’t the perfect fit, please visit our Returns Portal.

Please note that we will only accept returns that have been sent back to us within 14 days of receiving the parcel.

Trainers must be unworn and in their original condition and packaging. We will not accept the return if the trainer has been worn outdoors – please try on trainers inside to avoid your return being rejected.

Once you have completed the returns form on the portal, you will receive a returns label or QR code.

Extended Christmas Returns

Orders placed from Monday 25th November 2024 will be eligible for return until Monday 6th January 2025.

UK returns

Our returns service is free of charge for UK customers. You will have the option on our portal to select either a postage label (printer required) or a QR code (printer not required) – both of which are prepaid.

Be sure to hold onto your returns receipt in case there are any issues during transit.

Once your parcel has been delivered back to our warehouse, we aim to process your refund or your exchange within 7 working days.

You will receive updates via email to keep track of your return’s progress.

International returns

Please note that there will be a fee for international returns. This is calculated at the last step of the returns portal. We will then provide a pre-paid label that needs to be printed and attached to your parcel. Please then drop your return off at your local courier drop off point.

Be sure to hold onto your returns receipt in case there are any issues during transit.

Once your parcel has been delivered back to our warehouse, we aim to process your refund or your exchange within 7 working days.

Please keep in mind that international returns may take a little longer to reach our UK warehouse. Rest assured that our team will process your return as quickly as we can once it has been delivered to us.

You will receive updates via email to keep track of your return’s progress.

If you have any other queries, please contact customerservice@cleens.co.uk and a member of the team will be more than happy to help.