for all returns, please your PLAE shoes (and shoe box) via a trackable postage service to:
riverside business park
our returns policy states a 14 day window for returns but it is at our discretion to allow later returns on a case by case basis. please contact us and we will see what we can do to help. find details on our contact us page.
we do require some proof of purchase so please contact the person who bought them for you and ask them for the order number quoted in their confirmation email. at the least please provide us with their name and contact details so we can search our webshop database for their sales record, as we can only accept returns that were bought from us directly and not a stockist.
we can only offer returns and exchanges for (faulty) shoes purchased through our site. once the warehouse notifies us that your shoes (and shoe box) have been returned in good order we can start the refund process. we will not refund shoes that are marked in any way or not returned with the box in good condition. please make sure you try them on a carpeted area and return the box inside suitable packaging. following consumer contracts regulations you have the right to cancel and return your order within within 14 days but please note during busy periods the refund process can take up to 14 days.
if the item has sold out, the size will not appear as an option on the drop down selection / will be marked sold out. in busy periods items may sell out at the point of checkout i.e.: another customer bought the last pair just seconds before you (their payment transaction completed just before yours did etc) in this instance we will endeavour to contact you as soon as possible and offer an alternative.
please make sure you provide us with both the billing address for the payment method you use (the address where your credit or debit card is registered to) as well as the correct delivery address as these can be different. we will not be able to process an order with an incorrect billing address. it is also very important to make sure the email & telephone number you give us is correct as these will be used to inform you of your delivery, or used in the case of a problem. if you don't choose to add us to your contact list, please check your spam folder for dispatch emails
in the uk we try to get your order to you within 2 working days, if we receive your order by 11am. delivery includes any number of pairs up to 4 kilos. we use a courier (door to door) service and do not offer regular mail. there must be someone at the address in normal working hours to receive the delivery. sometimes a work address is a better option for this reason. we will deliver the package to the address but not person to person, so please guarantee a trusted person will be there to receive the package.
sign into your account and look under current orders where you will be able to view all open orders and their details. if you haven't created an account with us, please refer to your dispatch email and the tracking code
PLAE does not provide direct exchanges. Please see the Returns process outlined above for more information. You may place a new order at any time for a different item. In order to receive an exchange you must reorder through the website. We do not send out exchanges.
all deliveries will require a signature. we deliver door to door not person to person so please make sure there is a trustworthy person at your stated address to accept your order. if no one is available at your address to take delivery, we will endeavour to ensure you receive a note that the products have been returned to our premises or being held by the delivery company, and in either case, you will need to rearrange delivery.
if we receive your order before midday on a friday it will be processed on the next working day (monday). if we receive your order after midday on a thursday then it will be processed for pick up by the courier on friday afternoon. we have not offered saturday delivery as our customers have to pay a high premium for this service.
please note during national holiday periods (easter / christmas / bank holidays) delivery and dispatch will be slower. our warehouse and all courier services also deserve a break with their families and often we rely on a skeleton staff of eager beavers. the cost for sending out our dispatches is based on using trackable services not on providing next day although that is most often the case.