Return and exchange policy

Order revision policy

We understand that sometimes changes need to be made after placing your order, and we are happy to accommodate revisions within a reasonable timeframe.

Changes within 14 days: If you need to revise the size of your shoes, we can process this change and honour the made-to-order lead time, as long as the request is made within 14 days from the date of your order.

Changes after 14 days: For any order revisions requested after 14 days, please note that these will result in longer lead times, due to the time required to accommodate the changes.

We encourage you to review your order carefully before submitting to ensure the best fit and style. If you have any questions or need assistance with your order, feel free to contact us at customerservices@goral-shoes.co.uk.

Return and exchange policy

We aim to ensure a smooth and transparent return and exchange process for our valued customers. Please follow the guidelines outlined below.

How to start your return or exchange

All returns and exchanges must be processed through our returns portal. To begin, please visit:

https://returnsportal.shop/goral-

Please do not send any items back to us before starting your return through the portal, as we are unable to process returns or exchanges that haven't been registered there. Once your return is submitted, the portal will guide you through the next steps.

Please note that any returns sent to us without first being registered through our returns portal are made entirely at your own risk. We cannot take responsibility for unregistered parcels that are lost, delayed, or cannot be matched to an order, and we may be unable to process the return or exchange until it has been registered correctly.

Exchanges and returns shipping

UK: Customers are responsible for return shipping.

EU: Customers are responsible for return shipping, and it's crucial to mark the box clearly as 'UK RETURNED GOODS.'

USA: Customers are responsible for return shipping, and it's crucial to mark the box clearly as 'UK RETURNED GOODS.'

ROW (Rest of the world): Customers are responsible for return shipping, and it's crucial to mark the box clearly as 'UK RETURNED GOODS.'

If returned for a refund, the refund will be processed without the initial transport cost, which will be deducted from the refund.

VAT

UK: Prices are inclusive of VAT.

EU: Prices are exclusive of VAT.

USA: Prices are exclusive of VAT.

ROW: Prices are exclusive of VAT.

Return and exchange conditions

All returns must be registered through our returns portal (https://returnsportal.shop/goral-) and the items returned within 14 days of receiving your order, in their original packaging and unworn.

The goods must be in the same condition as they were received. We cannot accept returns for scuffed or damaged shoes.

Custom-made or personalised orders are non-refundable.

Pre-order products are non-refundable but exchangeable. See policy here.

Please try your GORAL footwear on a soft surface initially to avoid damaging the soles.

Exchanges

We offer exchanges for returned footwear with a new pair in the same style, size, and colour as the original purchase. If stock is unavailable, we will provide an alternative pair at the same price or offer a full refund. All exchanges must be started through our returns portal (https://returnsportal.shop/goral-).

Refunds

All correctly returned footwear will be credited to the original payment method, minus any taxes, delivery, or import duties incurred during the initial delivery.

Once your return has been registered through the portal, you will receive a label to send to our address:

GORAL
35 Spital Hill
Sheffield
S4 7LD
UK