Office Return Policy: Simple Guide for Store & Online Orders

Bought a pair of trainers or heels from Office and changed your mind, or something isn’t quite right? Office has a clear returns policy for both in-store and online purchases, but the rules do differ for full-price vs sale items and for online vs in-store. This guide breaks everything down in plain English so you know exactly what you can do and how to do it.

Key Points at a Glance

• Condition: All returns must be unworn, in their original condition and original box/packaging.
• Proof of purchase: You must have a receipt, order invoice or other valid proof of purchase.
• In-store full-price items: 28 days for a refund, exchange or gift card.
• In-store sale items: 14 days for an exchange or gift card only (no refund).
• Online orders (UK): 28 days from delivery to return; can go back by post/Yodel or into most UK Office stores (not concessions).
• Statutory online rights: 14 days from delivery to cancel, plus 14 more days to return, with standard delivery refunded if used correctly.
• International orders: 28 days to return to the UK warehouse; cannot be returned to UK stores.
• Festive period: Office usually offers extended Christmas return dates each year – check the latest dates on their site.

In-Store Purchases

If you bought your shoes in an Office high-street store, your return has to go back to a store in the same country of purchase. You can’t send store purchases to the online returns address.

Full-Price Items Bought In Store

• You have 28 days from the date on your receipt to return your item.
• The shoes must be:
  • Unworn (only tried on indoors),
  • In their original condition, and
  • In the original box/packaging.
• You must show valid proof of purchase – usually your store receipt.
• If everything is in order, Office will normally offer:
  • A refund to your original payment method, or
  • An exchange, or
  • An Office gift card, if you prefer.
• Items can only be returned in the country where they were purchased.

Sale Items Bought In Store

• For sale items bought in an Office store, you usually have 14 days from purchase to take them back.
• The shoes must still be unworn and in full resale condition with the box and proof of purchase.
• For in-store sale purchases, Office generally offers an exchange or gift card only, not a refund.

Concessions

Office concessions (for example, inside some department stores) follow the returns rules of the retailer running the concession. Shoes bought in an Office concession normally cannot be returned to a standalone Office store – they must go back to the place where you bought them.

Online Orders Delivered to the UK

If you ordered from OFFICE.co.uk and had your shoes delivered within the UK (including Northern Ireland), you have a couple of return options.

Standard Online Returns Policy (28 Days)

• You have 28 days from the date of delivery to return your order.
• Items must be unworn, in their original condition and in the original shoe box.
• You must include or show proof of purchase (your invoice/dispatch note or order email).
• Online orders delivered to the UK can be returned:
  • By post or courier directly to the Office returns warehouse, or
  • To any Office UK store (including Northern Ireland), excluding concessions.

Your 14-Day Statutory Cancellation Rights

On top of Office’s own 28-day policy, UK customers buying online also have legal “cooling-off” rights:

• You have 14 days from the day you receive your order to tell Office you want to cancel under the Consumer Contract Regulations.
• From the date you notify them, you then have a further 14 days to return the unworn items.
• When you use these rights correctly:
  • Office refunds the price of the shoes, and
  • Refunds the standard delivery cost you originally paid.
• Return postage is normally your responsibility unless the item is faulty or Office made a mistake.

How to Return an Online Order

1. Free Return to a UK Office Store (Excluding Concessions)

• Make sure your shoes are unworn, in the original box and within the 28-day period.
• Take them, along with your invoice or dispatch note, to any Office store in the UK (not concessions).
• The store will accept the return and send the details to the online returns department.
• Your refund is then processed back to your original payment method. It usually appears within a few working days, but can take up to around 10 days depending on your bank.

2. Return by Yodel Store (Paid but Easy)

• Use the Yodel returns label included with your order, or create one via the Office/Yodel returns page.
• Pack the shoes securely in their box and outer packaging, attach the label, and drop them at a participating Yodel store.
• Using the Yodel label usually costs around £2.95. Office simply deducts this from your refund rather than charging you upfront.
• Keep your proof of posting and tracking until your refund has been processed.

3. Return by Your Own Postal Service or Courier

• If you prefer, you can use Royal Mail or another courier of your choice.
• Office strongly recommends a tracked service, as the parcel is your responsibility until it reaches their warehouse.
• Include your completed returns form or a note with:
  • Your name and contact details,
  • Your order number, and
  • Whether you want a refund or exchange (if exchanges are being offered at that time).
• Send to the official Office returns address in Kilmarnock (as printed on your returns form or the website).

International Orders

If your Office order was delivered outside the UK:

• You still have 28 days from receipt to return the order.
• International orders usually cannot be returned to UK stores because of customs rules.
• You must send the shoes back to the Office returns address in Scotland using a tracked postal service.
• Office does not refund any import duties or local taxes; if you want those back, you need to claim them from your local tax authority using your postal receipts.

Faulty, Damaged or Incorrect Items

Faulty or incorrect goods are treated differently from simple “change of mind” returns.

• If you think your shoes are faulty, damaged or not what you ordered, you should:
  • Take them, plus proof of purchase, to an Office store if you’re in the UK, or
  • Contact Customer Services and return them to the warehouse with a note explaining the issue if you’re not near a store or you’re overseas.
• Office will assess the item. This can take up to around 15 working days, though it’s often quicker.
• If a manufacturing fault or error is confirmed, Office will usually offer:
  • A refund, or
  • An exchange, and
  • Refund any reasonable return postage costs you paid for faulty items.
• If an item has been damaged through misuse, wear and tear, or not following care instructions, a refund is unlikely.

How Long Do Office Refunds Take?

Once your return reaches Office and has been checked, they’ll process your refund as quickly as they can.

• Returns to the warehouse: Office says returns can take up to 10 days to be received and processed.
• Refund to card: After processing, most card refunds show within about 3–10 working days, depending on your bank.
• PayPal refunds: Often show within around 1 working day after Office processes them.
• You’ll receive an email confirmation when your refund or exchange has been processed.

Christmas & Extended Return Periods

During the festive season, Office usually offers an extended returns window for both store and online purchases. For example, they may allow items bought in November and early December to be returned into early January.

• The shoes must still be unworn, in original condition and with proof of purchase.
• Full-price items usually qualify for a refund, exchange or gift card, while sale items often qualify for exchange or gift card only.
• Exact dates can change every year, so always check the current Christmas returns notice on the Office website or on your receipt.

Quick FAQ: Office (UK) Returns

• How long do I have to return my Office shoes?
  For most purchases, 28 days from purchase (in store) or delivery (online). In-store sale items usually have a 14-day window.
• Can I return online orders to a store?
  Yes – if they were delivered to the UK, you can return them to any Office UK store, excluding concessions, within 28 days, with your invoice.
• Do I have to pay for returns?
  Returns to an Office store are usually free. Using a Yodel label or your own courier/post typically costs you; Office may deduct a small fee (for example, £2.95) when you use their pre-paid label.
• Can I return sale items?
  Yes, but the rules are stricter. For in-store sale purchases it’s usually 14 days for exchange or gift card only; online sale items follow the same time limits as other online returns but may still be limited to exchange or credit depending on how they were bought.
• What if I don’t have proof of purchase?
  Office’s policy is to require valid proof of purchase for refunds and exchanges. Without it, a return is very unlikely to be accepted, so it’s important to keep your receipt or order email.
• Are my legal rights affected?
  No. Office’s policy is in addition to your statutory rights under UK consumer law, including protection for faulty goods and the 14-day online cooling-off period.

Summary

Office’s UK return policy is fairly straightforward: keep your shoes unworn, keep the box, keep your receipt, and stay within 28 days (or 14 days for in-store sale buys) and you’ll usually be fine. Online orders can go back by post or into most stores, and there are clear procedures for faulty goods and Christmas purchases. When in doubt, check the latest returns page on OFFICE.co.uk or ask in store before you travel with your shoes.