Returns & Exchanges Policy

Effective Date: June 2026

At Cookleys Shoe Repair & Leather Goods, we want you to be completely satisfied with your purchase. If something isn't quite right, we're here to help.

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Returns & Exchanges Overview

Eligible Return Period

You may return eligible items within 30 days of delivery for a refund or exchange.

To qualify for a return:

• Item must be unworn, unused, and in original condition
• Original packaging, tags, and accessories must be included
• Item must show no signs of wear, damage, alterations, or outdoor use
• Proof of purchase is required

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Before Returning Footwear

To ensure your shoes are eligible for return:

• Try footwear indoors on a clean, carpeted surface
• Do not wear shoes outdoors
• Avoid scuffing soles, creasing leather, or damaging packaging

Any footwear showing signs of wear may be refused or subject to a partial refund.

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Free Exchanges

We offer free size exchanges for customers in Canada and the USA, subject to product availability.

If your desired size is unavailable, we will issue a store credit or refund according to this policy.

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Canada Returns

Standard Returns

Customers are responsible for return shipping costs unless:

• Incorrect item was received
• Item arrived damaged
• Product is defective

Once your return is received and inspected, refunds are processed to the original payment method within 5–10 business days.

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USA Returns

Standard Returns

Customers are responsible for return shipping costs from the United States unless:

• Incorrect item was shipped
• Product arrived damaged
• Product is defective

Any customs, duties, brokerage fees, or import charges paid at the time of purchase are non-refundable unless required by law.

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Non-Returnable Items

The following items cannot be returned:

• Gift cards
• Shoe care products and conditioners
• Customized or special-order products
• Clearance or final sale items
• Products marked "Non-Returnable"
• Personalized items

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Damaged or Incorrect Orders

Please inspect your order immediately upon delivery.

If you receive:

• A damaged product
• A defective item
• An incorrect order

Contact us within 7 days of delivery with photos of the issue.

We will arrange a replacement, repair, or refund where appropriate.

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Refund Processing

Once approved:

• Refunds are issued to the original payment method
• Processing time: 5–10 business days
• Shipping charges are non-refundable unless the return is due to our error

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Mail-In Repair Services

Repair Deposits

Deposits paid toward shoe, boot, handbag, luggage, or leather repairs are generally non-refundable once work has begun.

If you cancel before work starts, a refund may be issued less any inspection, shipping, or administrative fees.

Completed Repairs

Due to the customized nature of repair work, completed repair services are non-refundable.

If you experience an issue with workmanship, please contact us within 30 days of receiving your repaired item and we will review the matter.

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Return Shipping Guidelines

Please package returned items securely.

We recommend using a tracked shipping service, as Cookleys cannot be responsible for returns lost in transit.

Return authorization may be required before sending items back.

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How to Start a Return or Exchange

Please contact our team before sending your item.

Cookleys Shoe Repair & Leather Goods

📍 57 York St Unit 2, London, ON N6A 1A6
📞 (519) 439-6868
✉️ contact@coakleys.com

Please include:

• Order Number
• Full Name
• Reason for Return or Exchange
• Photos (if applicable)

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Warranty on Repair Work

We stand behind our craftsmanship.

If you experience a workmanship-related issue within 30 days of receiving your repaired item, please contact us and we will evaluate the repair at no charge.

Normal wear and tear, misuse, accidents, water damage, or issues unrelated to the completed repair are not covered.