Returns Policy

We want you and your child to be happy with your Aerlos shoes. As a small UK start-up, every return has a real impact on our ability to keep prices fair for all families. That's why we ask customers to check our sizing guide carefully before placing an order. If something does go wrong, we'll always do our best to put it right through the process outlined below.

If you're unsure about sizing before ordering, please get in touch. We'd much rather help you choose the right size first than have you go through the inconvenience of a return. Our team is always happy to help.

Nothing in this policy affects your statutory rights.

UK customers

If you are a UK customer, you have legal rights if goods are faulty, not as described, or not fit for purpose.

For most online purchases, you also have the right to cancel your order within 14 days of receiving your goods. Once you have told us that you wish to cancel, you then have a further 14 days to return the goods to us.

In addition to your statutory rights, New Found Hope also offers a 30-day returns and exchanges period, subject to the conditions set out in this policy.

For UK change-of-mind cancellations, we may reduce your refund if the goods have been handled more than is necessary to check their nature, characteristics, and fit. Where required by law, we will also refund the original standard delivery charge, although any optional premium delivery charges may not be refundable.

EU customers

If we sell to customers within the European Union, EU consumers have a legal right to withdraw from most online purchases within 14 days of receiving their goods. Once you have told us that you wish to withdraw, you generally have a further 14 days to return the goods to us.

Where required by law, we will provide an electronic withdrawal function or any other legally required method for exercising this right.

In addition to these statutory rights, New Found Hope offers a 30-day returns and exchanges period, subject to the conditions set out in this policy.

US and other international customers

If you are outside the UK and EU, including in the United States, you may request a size exchange or return within 30 days of delivery.

If you would like to exchange your shoes because of sizing, fit preference, or a change of mind, you will be responsible for the cost of returning the shoes to us in the UK and the shipping cost for sending the replacement pair back to you. Original shipping costs are not refundable unless the shoes are faulty, damaged, incorrect, or materially different from their description.

Before requesting a size exchange, please make sure you have watched our “5 Best Ways to Get on Your Aerlos” video and followed the fitting guidance. This may help you get the right fit without needing to return your shoes. [Watch the “5 Best Ways to Get on Your Aerlos” video.]

For international exchanges, New Found Hope will arrange shipment of the replacement pair once the original pair has been received and the exchange has been approved. Any customs duties, taxes, or import charges are determined by the customs authority in the destination country and are outside our control.

Please check sizing and access guidance before ordering

Please take a few moments to read our sizing and access guidance carefully before placing an order.

If your child finds the shoes difficult to put on, please follow our fitting and access guidance first and contact us if you need any help before making any alterations. Our guidance explains several ways to improve access, with cutting the shoe sock included only as a final optional step.

Please only cut, trim, or otherwise alter the shoe sock if you are certain you wish to keep the shoes. Once the shoes have been altered, we cannot accept them for return or exchange unless they are faulty, not as described, or we have sent you the wrong item.

For this reason, it is important to ensure the shoe size is correct before making any alterations.

If you request a replacement size because of your size choice or preferred fit, any exchange will be subject to stock availability. Unless we have sent you the wrong item or the shoes are faulty or not as described, you will be responsible for both the cost of returning the original pair and the delivery cost of sending the replacement pair from the UK.

Faulty, damaged, incorrect or misdescribed goods

If we have sent you the wrong item, or if your shoes arrive faulty, damaged, or materially different from the product description, please contact us within 7 days of delivery. Where possible, please include your order number and photographs.

We will work with you to put things right as quickly as possible. Depending on the circumstances, this may include a replacement, repair, refund, or reimbursement of reasonable return postage where appropriate.

Condition of returned goods

Returned shoes should be clean, unaltered, undamaged, unworn outdoors, and returned in their original shoe box with any inserts where possible.

The original shoe box should be returned in its original condition, without damage, excessive tape, writing, labels, or other alterations or tampering. Please do not use the shoe box itself as the outer shipping packaging.

You're welcome to try the shoes on indoors on a clean surface to check the fit.

We may refuse a return or reduce any refund if the shoes show signs of outdoor wear, damage, alteration, or unnecessary handling beyond what is reasonably required for an indoor fitting.

If the shoes have been cut, trimmed, altered, adapted, modified, or customised after delivery, we cannot accept them for return or exchange unless they are faulty, not as described, or we have sent you the wrong item.

Customs, duties and import charges

For customers in the US and other international locations, any import duties, taxes, customs charges, brokerage fees, or carrier handling fees charged by local authorities or carriers are your responsibility unless we clearly state at checkout that these charges are included.

If you return an item, any customs duties, taxes, brokerage fees, or carrier handling fees that you have already paid may not be refundable by New Found Hope. You may need to contact your local customs authority or carrier directly to find out whether a refund is available.

Lost or delayed returns

We strongly recommend using a tracked and insured return service.

We cannot accept responsibility for returns that are lost, delayed, or damaged while being returned to us unless the law says otherwise.

Refunds

Approved refunds will always be made to the original payment method.

We will normally process refunds within 14 days of receiving and inspecting the returned item, or, where required by law, after receiving evidence that the item has been returned.

For voluntary returns relating to size, fit preference, or a change of mind, we will normally refund the cost of the shoes only and not the original shipping charge.

How to start a return

Please email us at support@newfoundhope.co.uk.

To help us process your request quickly, please:

  • Include your order number, name, delivery address, and the reason for the return.

  • If requesting a size exchange, please watch our “5 Best Ways to Get on Your Aerlos” video and follow the fitting guidance before sending your shoes back.

  • Wait for our return instructions before sending anything back.

  • Include your order details inside the parcel.

  • Return the shoes in their original, undamaged and untampered-with shoe box.

  • Use a tracked shipping service.

  • Pay the return postage unless we have sent you the wrong item, the shoes are faulty or not as described, or the law says otherwise.

  • For international exchanges, pay the shipping cost for the replacement pair to be sent back to you.

Shipping delays

We aim to dispatch all orders within the timeframe shown at checkout.

If there is a significant delay, we will let you know as soon as possible. If we are unable to ship within the stated timeframe, we may offer you the option to continue waiting or cancel your order for a full refund.

Contact details

If you have any questions, please contact us at support@newfoundhope.co.uk.

Our returns address is:

New-Found-Hope Ltd
22 Westhall Crescent
Cairneyhill
Dunfermline
KY12 8FQ
Scotland
United Kingdom