WHAT DO I NEED TO INCLUDE WITH MY RETURN?
If you no longer have the form, please contact Customer Services with your order number so they can email you a copy. Please be sure to return goods in their original packaging or a sturdy alternative to avoid damage during transit.
Providing the returned goods reach us within 2 days of despatch, please allow 5 working days for your refund to be processed. In some cases it may take up to 7 working days from the time the refund is processed for funds to appear on your bank or credit card statement, this is entirely dependent on your bank or card issuer.
HOW LONG WILL IT TAKE FOR MY REFUND TO BE PROCESSED?
HOW LONG WILL IT TAKE FOR MY EXCHANGE TO ARRIVE?
Please allow 5 working days from the date we receive your return for your exchange to be despatched from our warehouse. Once despatched, you should receive your exchange within the usual delivery timescale for your country.
For more information on the timescale for delivery to your location, please read our Delivery Information.
I’M PURCHASING AN ITEM AS A GIFT – CAN THE RECIPIENT RETURN IT FOR AN EXCHANGE IF IT’S NOT SUITABLE?
Yes – all purchases made on this website can be returned within 30 days of the original invoice for exchange or refund, providing they are unworn and in their original packaging. A returns form will be enclosed with your order, this includes instructions on how to return the purchase for exchange or refund. Please note that refunds will only be made to the card used at the time of purchase, i.e. the gift recipient cannot request a refund into their own account.
I DID NOT PURCHASE MY ITEM FROM YOUR SITE. CAN I STILL MAKE A RETURN THROUGH YOU?
If you purchased your item elsewhere, for example at one of our stores or through an authorised retailer, you must return to that store to request an exchange or refund. If you are unable to return to the store or experience difficulties, please contact Customer Services for advice.
CAN I EXCHANGE THE PRODUCT I ORDERED FOR A DIFFERENT STYLE?
We are only able to exchange products for a different colour or size of the SAME STYLE. If you would like a different style, please return the product for a refund and place a new order. Providing the returned goods reach us within 2 days of despatch, please allow 5 working days for your refund to be processed. In some cases it may take up to 7 working days from the time the refund is processed for funds to appear on your bank or credit card statement, this is entirely dependent on your bank or card issuer.
WHAT IF THE ITEM I REQUESTED IN EXCHANGE IS NOT IN STOCK?
It is possible that the product you request in exchange may no longer be in stock when your return is processed, even if it is available at the time your make your return. For this reason, we encourage you to provide second and third choices when completing this section of the form. If none of the items you request are available when your return is processed, the cost of the goods will be refunded to the credit or debit card used to make the original purchase.
MY PRODUCT WAS PURCHASED OVER A YEAR AGO. CAN I RETURN IT FOR A WARRANTY CLAIM?
Unfortunately if your product was purchased over a year ago, or purchased elsewhere than from this site, it will not be covered by our warranty and will be returned to you if sent to us for warranty evaluation. For more information, please read our Warranty Information.
WHAT IS COVERED UNDER THE ANTARCTICA BOOTS ONE YEAR WARRANTY?
Our warranty covers authentic products purchased directly on this website only; it covers manufacturing defects for up to one year from the date of purchase (this applies to defective materials and workmanship only). Exceptions to our limited warranty include: Products over one year old from date of purchase, products which have been altered, products which have been dry cleaned (this can damage sheepskin), general wear and tear or discolouration from exposure to water (sheepskin is a delicate material and not intended to get wet). Unfortunately, if your product does not meet the criteria above, it will not be covered by our limited warranty and will be returned to you. Please view our care and cleaning advice for more information on how to protect, care for and prolong the life of your Antarctica Boots® sheepskin product.
WHAT HAPPENS IF MY WARRANTY RETURN IS NOT ACCEPTED?
If your product does not meet the criteria within our warranty policy or it is over a year old, we will return it to you by courier with notice of why it was not accepted. We will also send you an email letting you know when it is on its way back to you.