Custom Order

Refund and Returns Policy


Returning an unwanted product?
We want your Leather Stitch shopping experience to be an easy and enjoyable one. Of course, we’d love for you to be happy with your Embassy London shoes but if you do decide to return or exchange them simply do so within 28 days of the date of purchase. Proof of purchase or order number will be required to validate you are within our returns period

All returns within UK mainland are FREE of charge but please bear in mind they can take 3-5 working days to arrive and up to 10 working days to process.

Beyond 28 days?
We do not accept returns beyond our 28-day policy both in-store or online. If you attempt to return an order beyond this time frame, we may have to send it back to your default delivery address as it will not be accepted. If you have made a purchase from us and have not tried your product and found a fault beyond our returns period, your return will not be accepted.

Returning Condition
To ensure your refund goes smoothly please ensure that all returns are unworn with original packaging and labels. Returns that do not pass our quality control inspections will not be accepted.

None of this affects your statutory rights.

Of course, it’s fine to try an item on like you would in-store, but please don’t wear it. If an item is returned to us damaged, worn, or in poor condition, we won’t be able to give you a refund and we may have to send it back to you. All items are inspected on return. To receive a full refund, all items must be returned to us unworn/unused and in the same condition, you received them with their original packaging and all tags and labels attached (e.g., shoes should be returned with the original shoe box).

Shoes should be tried indoors on a clean dry surface as any tarnishing to the under soles may deem your return as not refundable. We provide our products to our customs in pristine condition, all returns should be sent back in the same condition, without defects, Dirt, Grime, Stones, Mud, etc.

Faulty Items
All of our products are quality checked before being dispatched, however, on the odd occasion one may slip through the net “we’re only human”.  Please return the item to us as soon as possible so we can get this sorted for you, please ensure you follow our standard returns procedure and do not forget to select “Faulty Product” when selecting your return reason. For information on how to create a return Click Here.

Please note that all returns are inspected upon return, if we find your product contains signs of wear and tear which is claimed to be a fault the return will not be accepted and returned to the default address of the account holder. Please refer to our fair usage policy above for further information.

Please note: Due to the hand-finished nature of our goods no two products are ever identical. This is the difference in how our products are manufactured by master craftsmen compared to some corporate retail giants’ production lines. For example Wanderers, Traveller, and Manhattan all have slightly varying gaps within the rand of the soles.

Store-bought purchases that are deemed faulty cannot be returned directly to stores. We recommend contacting our customer care team who can assess and provide information on how to make a return if applicable. You can contact our customer care team by Clicking Here, please note responses are within 24 hours Monday to Friday 9 am to 5 pm.

Faulty & Fair use policy
We provide a 6-month warranty on all products purchased, if you find you find your product has developed a manufacturing fault within this time, please reach out to our customer care team providing images of the fault in question along with images of the general overview of the product.

Shoes are deemed a consumable product and we cannot be held accountable for accelerated wear & tear due to scraps, trips, or falls that have damaged your product. Products should be treated with relevant protection to prolong their life expectancy. If there is evidence that our products have worn prematurely, and the condition exceeds expected wear & tear you will be required to prove the fault was present at the time you purchased your item. Upon being supplied evidence of an existing fault before purchase we reserve the right to issue a repair or credit.

We have an array of printed leathers within our collections from season to season. If you have used a foreign spray, cream, or polish and the color or pattern has been removed this would not be deemed a manufacturing fault.

Leather products are not impervious to scuffs, scrapes, and water saturation, and should any of these instances occur this will not be deemed a manufacturing defect.

If we believe there is an unusual pattern of returns activity that doesn’t follow typical trends: e.g. we suspect someone is actually wearing their product and then returning them after extended periods outside of our returns policy, ordering and returning excessively/excessive quantities for instance (photo shoots) or claiming faulty products upon launches of new season collections, or the items returned don’t match what you originally ordered – then we reserve the right to refuse further transaction from the primary and associated accounts. If this happens to you and you think we’ve made a mistake, you are welcome to get in touch with Customer Care and we’ll be happy to discuss it with you.

Want to exchange an item?
Exchanges can also be requested via our online returns page, simply select exchange as the reason for your return and add a comment with your request. We will always do our best to facilitate exchange requests; however, exchanges are subject to availability upon receipt of your return. If we find your exchange request is not available at the time of processing your order will default to a refund.

As returns can take 3-5 working days to arrive and up to 10 working days to process returns can take up to 15 working days in total to be dispatched, this can sometimes be longer during peak periods. If you require a faster turnaround, we recommend you place a second order and refund the original. 

Store Sale Items
Sale products are non-refundable when purchased within one of our boutiques, however, you can exchange sale items within 28 days of purchase. Alternatively, we can provide you with a store credit of the same value. 

Brexit & Tax of EU orders
With Brexit in effect, all EU customers ordering from the UK are subject to an additional “EU-TAX”. This is applied by your local customs authority and will require payment before delivery can clear customs. To make things as transparent as possible we advise “+ EU-Tax Applicable or shop” within the shipping rate. This is to help customers within the EU make an informed decision and avoid any surprises. Our EU store is exempt from such charges and operates solely within the EU feel free to check it out. We must advise that if you have still placed an order and have not noticed our advice before placing your order, please do not refuse your order when presented with your customs bill. If you refuse your order, it will then go into sortation and will eventually get processed and returned to us which can take as long as 6 months. We will not release refunds until the order has arrived successfully and is undamaged. We advise customers to carefully check they understand the implications involved when importing from the UK into the EU

Discount codes
If your original purchase had a discount code applied and you decide to return your order, this code will not be transferable to a new order. As exchanges are subject to availability, we always ensure to honor exchange requests when able. However, if we find your exchange request is not available at the time of processing your return you will be automatically refunded back to the original payment method, any codes used will also not apply to future orders. To avoid disappointment, we always advise placing a second order rather than exchanging it to guarantee availability.

Gift Cards
Gift cards are not refundable and valid for 12 months from the purchase date.

Christmas Returns Policy
To help you shop with confidence this season, our Christmas returns policy is valid from December 1st until the 9th of January. Any purchases excluding sale products made online or in-store between these dates can be returned up until the 9th of January 2023. Please note our standard 28-day returns policy is unaffected during this period.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full 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.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery


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 {}.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {}


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Need help?

Contact us at {} for questions related to refunds and returns.

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