DRURY LUGGAGE & BAGS LTD is a fully compliant UK registered enterprise, adhering strictly to UK Consumer Rights Act 2015 and international cross-border e-commerce compliance standards. We proudly provide a 30-day hassle-free return and exchange service for all women’s footwear purchased exclusively through our official website drurybags.net. This policy covers all product categories including fashion high heels, casual sneakers, winter boots, summer sandals, flip flops, home slippers and all other ladies’ footwear series.
Our return and exchange system is formulated based on British formal retail industry standards, aiming to protect the legitimate shopping rights and interests of every global customer. We maintain fair, transparent and standardized after-sales processing rules, ensuring that all qualified return and exchange applications can be reviewed and processed efficiently by our professional after-sales team, effectively solving product quality, size matching and order-related problems for users.
2. Eligibility for Returns & Exchanges
To ensure standardized secondary sales and protect the rights and interests of all customers, returns and exchanges must comply with the following complete eligibility conditions:
Valid Time Limit: All return or exchange applications must be actively submitted and confirmed within 30 calendar days starting from the date when the customer successfully receives the parcel. Applications exceeding the time limit will not be accepted without special after-sales approval.
Complete Product Condition: All returned footwear must be unworn, unwashed, stain-free, scratch-free and in brand-new original condition. The products must be returned with complete original factory packaging, genuine product labels, hanging tags, anti-dust bags and matching accessories. Slight indoor trial fitting for size confirmation is permitted, but any outdoor wear, sole abrasion, dirt, odor, extrusion deformation and artificial damage will directly result in failure to pass the inspection.
No Artificial Damage & Unauthorized Modification: Products with artificial damage, private trimming, color modification, sole replacement, improper cleaning damage, water soaking, collision damage and other non-factory quality problems are not eligible for return or exchange.
3. Approved Reasons for Returns & Exchanges
We sincerely accept returns and exchanges for all legitimate and reasonable reasons within the valid period, including but not limited to the following situations:
Improper shoe size, inconsistent foot feel and inability for daily normal wearing
Factory quality defects, including sole degumming, stitching deviation, material breakage, color difference, incomplete production process and other manufacturing problems
Warehouse delivery errors, such as wrong shoe type, wrong color, wrong size or missing matching accessories
Significant inconsistency between actual product material, style and detailed description on the official website
Personal preference adjustment or style mismatch within the valid 30-day return period
4. Ineligible Situations
To standardize after-sales management and avoid malicious returns, the following situations are permanently ineligible for returns, exchanges and refunds:
Return or exchange applications submitted after the 30-day valid service period without special official approval
Products with obvious outdoor wear traces, sole abrasion, surface dirt, peculiar smell, scratches and extrusion damage
Loss of original packaging, official tags and supporting accessories, which affects normal secondary sales of products
Product damage caused by personal improper use, including long-term wearing, soaking, high-temperature scalding, chemical cleaning and violent collision
Special customized footwear, personalized tailored products and clearance promotional products marked with “non-returnable & non-exchangeable” on the product detail page
5. Formal Return & Exchange Process
All return and exchange operations must follow our official standardized process. Unapproved private return of goods will not be accepted and processed:
Step 1: Submit Application & Relevant Materials Customers need to send the valid order number, clear product real photos, parcel photos and detailed return/exchange reasons to our official business email: payment@drurybags.net. Our professional after-sales team will complete official review and reply within 1 to 2 working days.
Step 2: Obtain Official Return Authorization After the application is reviewed and approved, we will send a formal return authorization letter, designated return address and standardized shipping precautions via email. Please do not return any goods without official written authorization.
Step 3: Standardized Return Shipment Please sort and pack the products completely with the original factory packaging to avoid secondary damage during transportation. Deliver the goods in accordance with the official designated logistics method, and properly keep the shipping receipt and tracking number for order verification and logistics inquiry.
Step 4: Inspection, Confirmation & Final Processing After receiving the returned parcel, our warehouse quality inspection team will strictly check the product condition, packaging integrity and relevant qualifications. After confirming full compliance with the return standards, we will complete official refund or exchange service within 3 to 5 working days.
6. Complete Refund Rules
Refund Amount Standard: For all products that meet the return and exchange conditions, we will provide a full refund of the product unit price without any hidden deduction or handling fee. No service charge will be deducted for legitimate after-sales applications.
Shipping Fee Liability: If the return is caused by our factory quality problems, delivery errors or product description inconsistency, our company will fully bear the return shipping cost; if the return is due to customers’ personal size mismatch, style preference and other personal reasons, the customer shall independently bear the return logistics cost.
Refund Channel & Arrival Time: All refunds will be returned through the original payment channel of the order to ensure fund safety and traceability. The specific arrival time depends on the processing efficiency of the official payment platform, which is usually completed within 3 to 7 working days.
7. After-Sales Support & Official Contact
We provide long-term stable and professional after-sales consulting services. If you have any questions about return rules, exchange processes, refund progress, product quality and after-sales rights protection, please contact our official customer service team in time. We adhere to the service tenet of customer first, and will reply and solve all user problems efficiently and professionally.
Company Legal Name: DRURY LUGGAGE & BAGS LTD
Registered Business Address: 133 Keyham Lane West, Leicester, England, LE5 1RT, United Kingdom
