How long does my order take to arrive? 

Typical delivery time from time of order is 7-10 working days. Your order is shipped globally using the DHL courier service

My custom velvet loafers do not fit?

If you’ve received shoes that don’t fit, please contact us within 14 days of receiving your order. As long as they’re unworn, we’ll happily exchange them for a different size if available. Please note that only one size exchange is allowed for each order.

Customers are responsible for submitting the correct size, and any additional adjustments will be at their own expense.

Faulty Items velvet loafers?

Shoes are considered faulty if they arrive damaged or if a manufacturing fault occurs within 30 days of purchase. Shoes damaged from normal wear and tear are not classified as faulty. If possible, we’ll repair faulty shoes or replace them with the same design. We cannot replace shoes with a different design.

If the product is not faulty, exchanges are only allowed once for size. Once you’ve received an exchange, no further returns or exchanges are permitted. For returns or exchanges, please email us at hello@bownoflondon.com, and we’ll provide further instructions on how to proceed.

Please note, no refunds are available, as each pair is crafted to order.

NB, If you need a new design you will need to place a new shoe order – If your shoes have been worn then unfortunately we regret we are unable to accept your return request

 

The return process is as follows:

You should return the original order to Bown of London at your cost

Once your order is returned to Bown of London

Your order will be remade in the new size/ defects addressed and shipped globally to you in 7 working days free of charge.

 

I have different sized feet and extra wide foot can you still supply me?

Bown shoes are made to order so its not an issue – please add your custom shoe sizing requirements in the comments box when you order

 

Can I return my order for a full refund if I do not like my chosen design?

Unfortunately because your shoes were hand made in your design ,size and color we are unable to accept returns!

 

What is the best way to contact Customer services?

The fastest way is to send your request via the Chat box on the website or e-mail to: Hello@bownoflondon.com 

 

How do I care for my custom shoes?

You should clean them regularly, avoid extreme conditions and store them properly. Use the dust bag that the shoes came in when you store them away

 

What is your returns address?

Bown of London Ltd,  Giftpoint House, Trackside Business Centre, Unit 10 Abbots Close, West Byfleet, Surrey, KT14 7JN - UNITED KINGDOM