Keen Highland Shoes

We are a Feefo Platinum Trusted Merchant and have a 99% Service and 99% Product rating on Feefo’s independent review site.

Shop with confidence with FREE UK delivery on orders over £99, FREE European delivery on orders over £300 and a 1 hour delivery slot with all UK deliveries via our courier DPD Local.

What is your Returns Policy?

If for any reason you are unhappy with your purchase you can return it to us within 28 days of receipt for a full refund or exchange as long as it is unused and in its original packaging. We will be happy to exchange the item for a replacement or to make a refund which will go to the card which was used when you made your purchase. We are not able to refund any return postage charges but we will send any exchange items free of postage charges for UK Mainland. Please note delivery charges apply to any exchange or replacement orders outwith the UK Mainland, unless the product originally ordered was faulty or not as described.

Unless an item is faulty or not as described, we will not refund or offer an exchange on orders that have been altered or made to measure. 

How do I arrange an Exchange?
We are happy to exchange an item for you. Please provide details on your returns slip. If the new item you require costs less than the one you have returned we will refund the difference. If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. Please make sure you give us a daytime telephone number or your email address so we can contact you. 

How do I return something?
We want to make the process as simple and cost-effective for you as possible.

UK MAINLAND RETURN SERVICES
For UK Mainland Returns we offer 3 fixed rate return options: 

Royal Mail - £3.50
Please note that Royal Mail will only accept items no greater than 61 x 46 x 46 cm in size and under 2kg in weight.

Fill out the returns slip that comes with your parcel.
Enclose the returns slip with the product you are returning and package up securely, removing the original labels.
You can purchase this returns label via our website here:  https://www.ahume.co.uk/royal-mail-collection-charge-p1454 or call us on 01573 224 620
Upon payment we will arrange for your Drop to Shop label to be emailed to you
The label should be printed and applied to the parcel.
Take to the Post Office and obtain a certificate of postage.

DPD Local: Drop to Shop - £12.99
We can arrange for a pre-printed label to be emailed to you. This allows you to return your parcel via the DPD Local network of registered shops.

Fill out the returns slip that comes with your parcel.
Enclose the returns slip with the product you are returning and package up securely, removing the original labels.
You can purchase this return option via our website here: https://www.ahume.co.uk/courier-return-via-interlink-shop-p1455 or call us on 01573 224 620
Upon payment we will arrange for your Drop to Shop label to be emailed to you
The label should be printed and applied to your parcel.
Take your parcel to the nearest Registered Shop Return Point.
Find your nearest DPD Local Collection Shop (link)
You can track the progress of your return using the DPD Local tracking number on the receipt you will be given when you drop your parcel off.

DPD Local:  Collection Service - £19.99
We can arrange a collection on your behalf with our courier for a specified date between 0900 and 1700 hrs. 

Fill out the returns slip that comes with your parcel.
Enclose the returns slip with the product you are returning and package up securely, removing the original labels.
You can purchase this return service via our website here: https://www.ahume.co.uk/courier-collection-charge-p1449 or call us on 01573 224 620
Please specify the day you would like the collection to occur in the notes field at the checkout. We will then pre-book the collection for the working day you request.
The parcel will be collected anytime between 0900 – 1700 on the day
You can track the progress of your return using the DPD Local tracking number on the receipt you will be given when your parcel is collected.


EUROPEAN RETURNS SERVICE

Parcels are returned at your own cost. We strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received by our store. Items lost in transit will not be treated as returned. Please mark your parcel clearly as a return to avoid import fees. 

Please complete and include your return paperwork inside the parcel so we can issue your refund or exchange.

Our return address is:

A Hume (Outfitters) Limited
4 Abbotsford Court Business Centre
Kelso
Roxburghshire
Scotland
TD5 7BQ

Email: enquiries@ahume.co.uk

Phone: 01573 224 620 

Goods Damaged In Transit
In the event of a product being damaged on receipt, it should be returned for our inspection immediately. 

Under no circumstances must a product be used when damaged, as you will be deemed to have accepted it in its damaged condition. Before a replacement product or refund can be issued, the product must be returned for our inspection as the product may have to be returned to the manufacturer for testing. 

All postage and packaging fees will be reimbursed for valid damage claims. 

CANCELLATION, RETURNS, EXCHANGES AND REFUNDS

If you are contracting as a consumer, you may cancel a contract at any time within 14 working days from the date of physical delivery. You are not required to state any reason for cancellation. If you exercise the right to cancel, you will, subject to the conditions below, receive a full refund of the price paid for the products including the original delivery cost but will not be reimbursed for any original delivery costs in excess of those specified in Para 6 above if incurred at your request or the cost of returning the product or parcel.

You must notify us of your cancellation in writing and send to A Hume (Outfitters) Limited, 46 The Square, Kelso, TD5 7HL or in another durable medium, by e-mail to enquiries@ahume.co.uk.

Your cancellation notice should state your full name and address and the date of your order and of physical delivery. You must return the product to A Hume (Outfitters) Limited, 46 The Square, Kelso, TD5 7HL without undue delay and in any event not later than 14 days from the date on which you intimated your requirement to cancel to us. You will have to bear the direct cost of returning the product. Reimbursement to you will be reduced by any diminished value of the product resulting from handling of it by you or by persons permitted to you beyond what is necessary to establish the nature, characteristics or functioning of the product.  

We offer consumers 28 days unconditional approval on any product purchased from our website. The full price of the product will be refunded for any unsoiled products returned to us, in an unused condition, and with the original packaging, within 28 days of receiving the Product or alternatively, if you wish, you may exchange any product.  The 28 days unconditional approval does not affect your statutory right to cancel.

Refunds will only be made after the returned product has been received by us. Payment will be refunded within 14 days of our receipt of the product has been returned to us by then. You require to prepay return postage or carriage costs and these will not be reimbursed.

Refunds will be made in the same manner as the original payment. On receipt of a returned item which was originally paid for by credit card, a reimbursement will be made directly to the credit card account of the person who paid for the product. Where an exchange item is required, the card will be recharged on dispatch of the replacement Product.

Unless faulty or not as described, we will not refund or offer an exchange on made-to-measure products