Refund policy

At YIODesigner, we want our return process to be clear.

For eligible online purchases, you can notify us within 14 days of receiving your order that you wish to cancel and return it. After notifying us, you should send the goods back without undue delay and normally within a further 14 days. These statutory timeframes apply to qualifying distance purchases.

This policy does not limit any statutory rights you have in relation to goods that are faulty, incorrect or not as described.

1. Your 14-Day Cancellation Right

For eligible online purchases, you may tell YIODesigner that you wish to cancel your order within 14 days after receiving the goods.

You do not need to provide a reason for exercising the statutory cancellation right.

After notifying us of your decision to cancel, you should return the item without undue delay and normally within 14 days of giving us notice.

Some categories of goods can be exempt from statutory change-of-mind cancellation rights under UK law. Where an exemption applies to a product sold by us, this should be made clear before purchase.

2. How to Request a Return or Cancel an Order

To request a return, clearly tell us that you wish to cancel or return your order.

You can contact us by:

Email: support@yiodesigner.uk
WhatsApp / Phone: +44 7417 393 908

Please include:

• your YIO order number
• the email address used at checkout
• the item you want to return
• enough information for us to identify the order

For a faulty, damaged or incorrect item, please also provide a description of the issue and clear photographs where relevant.

We will provide the appropriate return instructions.

3. Returning the Item

After notifying us of a qualifying cancellation, you should send the item back without undue delay, typically within 14 days of notifying us.

Please do not send a parcel to an address that has not been confirmed as the appropriate return destination for your order.

We recommend using a tracked shipping service and retaining proof of postage.

4. Trying On Trainers and Item Condition

You may reasonably inspect and try on an item like how you would in a physical shop.

For trainers and sneakers, we strongly recommend trying them on indoors on a clean surface.

Please return the item:

• unworn beyond reasonable inspection or fitting
• without damage caused after delivery
• with supplied accessories and labels where reasonably possible
• with the original packaging where reasonably possible

UK guidance allows online customers to handle goods in much the same way as they could in a shop. A deduction may be appropriate if handling beyond what is reasonably necessary reduces the value of the goods.

Accordingly, where permitted by law, we may make an appropriate deduction from a refund if excessive handling, wear or customer-caused damage has reduced the item's value.

5. Wrong Size or Change of Mind

If you selected the wrong size or simply changed your mind, you may exercise your applicable cancellation rights within the timeframe above.

For sizing help before ordering, please use our Sneaker Size & Fit Guide or contact support with:

trainer/sneaker model + your usual UK size

Customers are normally responsible for the cost of returning change-of-mind or incorrect-size purchases where we informed them of that responsibility before purchase.

6. Faulty, Incorrect or Damaged Items

If an item arrives:

• damaged
• incorrect
• faulty
• or not as described

please contact us as soon as possible.

For obvious delivery issues, we ask that you contact us within 48 hours where possible so we can investigate promptly.

The 48-hour request does not limit or remove your statutory rights.

UK consumer rights relating to faulty or misdescribed goods extend beyond a 48-hour notification period, and statutory remedies can include refund, repair or replacement depending on the circumstances.

Please provide your order number, a description of the problem and photographs where relevant.

If we confirm that the goods are faulty, incorrect or otherwise subject to a remedy that requires us to bear the return cost, we will provide appropriate instructions.

7. Return Shipping Costs

For ordinary change-of-mind or sizing returns, the customer is responsible for return postage where applicable and where this was properly disclosed.

If goods are faulty, incorrect or not as described and applicable law requires us to meet the return cost, YIODesigner will arrange or reimburse the appropriate reasonable return cost.

We recommend using tracked delivery for all customer-arranged returns.

8. Refunds

After we receive a returned item, it may be inspected to confirm its condition and the appropriate refund.

Where a refund is due, it will be issued to the original payment method, unless another method is expressly agreed where legally permitted.

For statutory cancellations, refunds are generally required within 14 days of receiving the goods back, or earlier where the applicable rules allow the refund period to run from satisfactory evidence that the goods were returned.

After YIODesigner issues the refund, your bank, card issuer or payment provider may take approximately 5–10 business days to display the funds in your account.

The payment-provider period is separate from the time within which we must issue any refund due.

9. Original Delivery Charges

Where the statutory right to cancel applies, we will refund the amount paid for our standard delivery service where required by law.

If you selected a more expensive delivery option, such as Next Day Delivery or Saturday Delivery, we are not generally required to refund the additional amount above the cost of the standard delivery option.

This does not affect any additional reimbursement due where an item is faulty, incorrect or not as described.

10. When Refund Value May Be Reduced

Where permitted by law, a refund may be reduced to reflect a loss in value caused by handling beyond what was reasonably necessary to inspect the product.

Examples may include:

• wearing footwear outdoors
• marking or damaging the product
• alteration after delivery
• excessive use
• damage caused while the item was in the customer's possession

We will not use these conditions to remove statutory rights that cannot legally be excluded. Consumer contract terms that try to remove rights relating to faulty or misdescribed goods may be unenforceable.

11. Exchanges

If you require a different size or product, contact our support team.

Where a direct exchange is operationally available, we will explain the available option.

Where a direct exchange is unavailable, you may need to return the original item for a refund and place a new order.

Product and size availability cannot be guaranteed while a return is in transit.

12. Statutory Rights

Nothing in this policy excludes or restricts rights that cannot legally be excluded.

Goods supplied to consumers must meet applicable legal requirements, including requirements relating to description, satisfactory quality and fitness for purpose.

13. Contact Us About a Return

Email: support@yiodesigner.uk
WhatsApp / Phone: +44 7417 393 908
Support hours: Monday–Friday, 09:00–17:30 UK time
Normal response time: Within one working day

Model Cancellation Notice

You may use the following information to notify us of cancellation, although you do not have to use this exact format:

To: YIODesigner
121/125 Peckham
London
United Kingdom
SE15 5SF
Email: support@yiodesigner.uk

Please state that you wish to cancel your purchase and provide:

• the goods being cancelled
• order date
• delivery date
• your name
• your address
• your order number
• the date of your cancellation notice

UK distance-selling guidance requires customers who have a cancellation right to be given access to a standard cancellation form, although customers may also cancel using another clear statement.