Returns

Returns Policy

Once returned you will be entitled to receive a refund, which will not include the cost of the original postage. Returned items that have been subject to free shipping which are being returned for a monetary refund will have our original delivery cost of £5.99 deducted from the amount refunded.

If an exchange is required there will be a standard charge of £5.99 payable for sending out the replacement items. However, if an exchange is requested and we do not have this item available in stock we will confirm via email within 48 hours of receiving the item back in store and we will process you a refund normally within 3 working days.

When returning shoes, please do not use the shoe box as a postage box. The shoe box makes up part of the product and if damaged, or written on we cannot refund. Shoe boxes must be complete and unmarked as initially received.

All items returned must be in perfect saleable condition as originally received. We reserve the right to decide if an item is resalable or not and if is deemed not to meet our standards we will be unable to offer a refund. In order to satisfy our resalable conditions, items must meet the following criteria:

– All original garment tags must be attached as originally received.
– Items must not smell of smoke, perfume or aftershave.
– Must not have been worn or washed.
– Must be unmarked, unsoiled or damaged in any way.
– Shoe soles must be unmarked and not worn outside.
– Shoe boxes must be in their original condition as received.

Returning Products

When returning items please complete our online returns form before sending the items back to us so we can process your return efficiently once it arrives back with us. You can find our returns form ‘here’.

Our orders are picked from multiple locations depending on availability. And so please follow the specific instructions on your returns form to determine your return address. This will be either:

The Cream Store
1 Charles Street,
Sheffield, S1 2HS

The Cream Store
Unit 45, 22 High Street,
Meadowhall Shopping Centre,
Sheffield, S9 1EN

Items must be received back to us within 14 days of receipt, which includes postage time. We aim to process returns within 3 working days of them arriving back with us but at certain peak times of the year this may take a little longer.

You will receive an email notification once your refund is complete.

Please feel free to contact us to check the item you wish to exchange for is available before sending the item back to avoid any disappointment. You can contact us via email us directly at [email protected].

It is the customer’s responsibility to cover postage costs for any items returned which are unsuitable, however we will be happy to send any replacement items to you for a flat fee of £5.99. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

*Returned items that have been subject to free shipping which are being returned for a monetary refund will have our original delivery cost of £5.99 deducted from the amount refunded.

If an exchange is required there will be a standard charge of £5.99 payable for sending out the replacement items. However, if an exchange is requested and we do not have this item available in stock we will confirm via email within 48 hours of receiving the item back in store and we will process you a refund normally within 3 working days.

International Returns

When returning items please complete our online returns form before sending the items back to us so we can process your return efficiently once it arrives back with us. You can find our returns form ‘here’.

Our orders are picked from multiple locations depending on availability. And so please follow the specific instructions on your returns form to determine your return address. This will be either:

The Cream Store
1 Charles Street,
Sheffield, S1 2HS

The Cream Store
Unit 45, 22 High Street,
Meadowhall Shopping Centre,
Sheffield, S9 1EN

Customers are fully responsible for the goods until we have received them back. International customers are responsible for return shipping costs.

Ensure any customs labels are marked as “RETURNED GOODS”. The Cream Store is not responsible for any customs charges.

Items must be received back to us within 14 days of purchase, this includes postage time. Please allow 3-5 working days for items to get back to us. We aim to process returns within 3 working days of them arriving back with us but at certain peak times of the year this may take a little longer.

You will receive an email notification once your refund is complete.

If you request an exchange but we are unable to fulfill, we will issue a refund. Please check that the item that you wish to exchange for is in stock before sending the item back to avoid any disappointment.

Cancelling Your Order

If for any reason, you want to cancel your order please get in contact with us via telephone as soon as possible, so we can cancel your order before it is fulfilled. If the purchased items have already been shipped off they can be returned as a normal return.

Faulty Goods

If you believe goods are damaged or faulty please contact [email protected] so we can help resolve the issue. The item/s may need to be returned to us and must come back to us in original condition ie, unworn, unwashed, tags attached etc.

Generally if a defect is going to become apparent, it will be relatively quickly. We cannot accept returns due to excessive wear or the misuse of a product. All items returned as faulty are subject to inspection by our quality control department before we can confirm if this will be accepted. Sometimes we will need to send the goods back to the manufacturer for an additional inspection. As we buy the products directly from the brands themselves, we go by the brands warranty policy for all faulty items. If the brand will not accept the fault under its warranty, we are unable to accept the item back.

If an item has been received faulty or becomes faulty after wear, please contact us as soon as this becomes apparent. If the item is deemed as faulty and is able to be returned back to us for a warranty claim, we will provide a free returns label to UK customers and agree to cover sufficient postage for our international customers. If a faulty item is returned back to us without speaking with us first we will not be able to honour the free postage or cover any returns costs that you pay.