We want your boots to fit and your hat to sit just right. If they don’t, you can return them within 30 days of receiving your order, wherever you are in England, Scotland, Wales or Northern Ireland.

This policy is in addition to your statutory rights and does not affect them.

• Time to return

  30 daysFrom receiving your order

• In-store returns

  Free27 Mortimer Street, London

• Your refund

  14 daysFrom receiving your return

How to return an item

1. Tell us within 30 daysWithin 30 days of receiving your order, email sales@thecowboybootstore.com with your order number and the items you’re returning, or use the cancellation form below.
2. Pack the item securelyIdeally in its original box. For boots, please put the boot box inside a postal bag or outer box, rather than sticking labels on the boot box itself.
3. Send it to usWithin 14 days of telling us, using a tracked service, to: The Cowboy Boot Store, Returns, 27 Mortimer Street, London W1T 3BL, United Kingdom.
4. Or return it in personAt our London store (Monday to Friday 8am – 5pm, Saturday 8am – 3pm). In-store returns are free.

Return postage for items you’ve changed your mind about is paid by you. We recommend a tracked service, as we can’t refund an item that doesn’t reach us.

Exchanges

Trying boots and hats on

Please try boots on indoors, on a clean carpeted floor, and keep any tags attached. New cowboy boots often feel snug across the instep at first and the heel may lift slightly. Our size guide explains what’s normal.

Refunds

• We refund you within 14 days of receiving your return, or of you providing proof that you’ve sent it back, whichever is sooner.
• You pay in cryptocurrency, so refunds are paid that way too. We refund the full pound amount of what you bought, in the same cryptocurrency you paid with, converted at the rate on the day we send it. That means you may get more or fewer coins than you originally paid, but the same value in pounds.
• We’ll ask you for a wallet address to send your refund to, and we’ll check it’s you before sending. We cover the network fee. Please check the address carefully, because crypto payments can’t be reversed once sent.
• If you return your whole order within 14 days of receiving it, we also refund the standard delivery charge you paid. If you chose Express, we refund the Standard delivery cost and not the extra Express charge.

Faulty or incorrect items

If an item is faulty, damaged or not what you ordered, your rights under the Consumer Rights Act 2015 apply. These are separate from the 30-day returns policy above.

• Within 30 days of delivery, you can reject a faulty item for a full refund.
• After 30 days, we’ll offer a repair or replacement. If that isn’t possible or doesn’t fix the problem, you’re entitled to a refund, which may be reduced to reflect the use you’ve had.
• For faults reported within 6 months, we’ll assume the fault was there at delivery unless we can show otherwise.

We cover the cost of returning faulty or incorrect items. Email us with your order number and a photo, and we’ll send you a prepaid returns label.

Returns from each market

Returns are the same across England, Scotland, Wales and Northern Ireland: the same 30-day window, the same address and the same refund timescales. If you’re returning from the Scottish Highlands and Islands, the Isles of Scilly or Northern Ireland, please allow a little longer for your parcel to reach us. The return deadline is based on when you send it, not when it arrives.

Cancellation form

If you’d like to use a form, copy the following into an email to sales@thecowboybootstore.com:

To The Cowboy Boot Store (BRIT COWBOY PRODUCTIONS LTD), 27 Mortimer Street, London W1T 3BL, sales@thecowboybootstore.com: I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [items] Ordered on [date] / received on [date] Name of consumer(s): [name] Address of consumer(s): [address] Date: [date]

Returns questions