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Refund policy

Returns
We are happy to issue you with a refund or exchange if goods are returned to us by post with our packing slip within 28 days of purchase.  If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We are not responsible for defects arising from misuse of shoes. Please refer to our shoe care guide for advice on how to care for your purchase correctly. Please try on shoes on carpet, to avoid marking the soles.

To complete your return, we require a receipt & or packing slip as proof of purchase.

Please note that we cannot accept goods for return which have been purchased online in any of our Dunnes Stores concessions.  Please follow the procedure below if you wish to return an online purchase.

If you do wish to return an item purchased in one of our Dunnes concessions you must return goods to a Dunnes Stores with a Cinders outlet only & the policy advertised there will apply.

Refunds 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@cinders.ie.

Faulty goods 
We only replace items if they are defective & and goods will need to be examined by us in order to deem goods as faulty. If goods are deemed as faulty by us we will then offer a repair, replacement or refund depending on the issue. We are not responsible for defects arising from misuse of shoes. If you wish to return shoes for this reason, please send us an email at info@cinders.ie and will will get back to you. We cannot offer an unlimited guarantee on goods purchased. 


Shipping
To return your product, you should mail your product to our warehouse at Cinders Shoe Heaven, GXO, Clonshaugh Business and Technological Park, Clonshaugh, Dublin, Ireland, D17 AH90.

We advise you to send your return via An Post using their ‘Click & return’ service on the An Post Website which allows you to send back your orders for a reduced fee of €4.95. 

https://www.anpost.com/Post-Parcels/Click-and-Post/Returns

You will be directed to the An Post returns page where you must fill in:

• RETAILER - Cinders Shoe Heaven - select this from the drop-down menu
• REASON FOR RETURN - choose your preferred reason from the drop-down menu
• RETAILER ORDER REFERENCE - your unique order number found on your order or packing slip.
• Click continue – then select which return method you prefer:
• BRING YOUR RETURN TO A DROP OFF LOCATION - choose this option if you'd like to drop the return off at your local
post office, there is a reduced charge of €4.95 for this service.
• BOOK A COLLECTION - Choose this option if you'd like An Post to collect your return from your home for a small
additional fee.
• Click Add to Basket
• Click Checkout
• Fill out your contact information and confirm your correct address, and tick the box to confirm that
you have read the terms and conditions
• Finally, select Complete your order
• If you don't have a printer, you can show your unique number and barcode at the post office and they will print
your label. If you selected home collection, the postman will bring your label to you

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund if applicable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item back to us via standard post, you should consider using a track & trace ID from An Post in order to trace your return.