Returns and Exchanges

It is our pleasure to offer a refund, an exchange (if size available), or online store credit for orders that meet the following requirements:

Items must be returned via UPS within 14 days of receipt. You must be able to print out a return label. We do not mail return labels or include them in our shipments. We also do not send USPS return labels, only UPS.
Items must be returned in their new, original condition, as we are unable to accept damaged, altered, or already worn items. Returns must include all original packaging, box, tissue, and dust bag (if included). Please do not affix shipping labels to our shoe boxes.
Unfortunately, we cannot accept returns on gift card purchases, final sale, sample sale, or shoe care products.
Please be aware that if you purchased an item in one of our stores in the U.K. we cannot process a return or an exchange. You must reach out directly to our U.K. affiliate.
We also urge you to read this statement at the bottom of your order confirmation email: "Your order will be arriving via UPS. We encourage you to sign up for the UPS mobile app to track your package and leave your driver delivery instructions. Embassy London cannot be held liable for package non-delivery after the shipment has left our warehouse."
Because prices can fluctuate without warning, we do not honor price adjustments or issue partial refunds if a recently purchased item is now on sale.

To start a free return, please have your 4 digit Order # (reference the PO# on your packing slip or the order # from your email confirmation, which are one in the same) and the email address you originally placed your order under and go to Returns.

Items sent back to us without first requesting a return via our Return portal will not be accepted.
You can select either - exchange for a different size (if stock is available), request store credit, or a refund to your original form of payment. Please note any original delivery costs WILL NOT be refunded.
Returns are free and handled by UPS.
Please note that all returns will require label(s) to be printed prior to returning package. UPS drop-off locations can be found here.
We also suggest you keep a copy of the UPS return tracking number.

Our system will send an email notification once your return has been processed. Refunds will be credited to the original form of payment used for your original order (i.e. credit card, PayPal, etc.). Please keep in mind it can take some time for your credit card company to process and post the refund. It can take up to 2 weeks to process a return from the time it arrives at our Warehouse.

Exchanges

Currently, Embassy London USA offers two easy exchange options with free shipping, in the event you simply need a new size of the shoe or boot you originally ordered. During the exchange process, simply select an exchange for a new size. During checkout you will be prompted with two options:

o Send my exchange after I return: With this option, your order will not ship until you return your original purchase. If the item is no longer in stock by the time your return is received – you will be refunded your money and will receive a message alerting you that the item is out of stock and your money has been refunded.

o Instant Exchange: With this option, you will be prompted to enter a credit card to guarantee the return of your original order. Once you do this, your new order will ship immediately. In the event you do not return your original order within 14 days, your payment method will be charged for the exchange.

If you want to purchase an entirely different item (not a simple size exchange), the fastest way to ensure you get what you want is to make a separate purchase for the new item and return the item you have for a refund.

As a reminder our shoes are lovingly made in limited quantities in small, European factories. If you are considering a size exchange, we recommend using our instant exchange option to ensure your new size is in stock.

As always, our goal is for you to have the shoes you want.