Delivery & Returns

Delivery Options for orders totalling £45 or more:

  • Standard Delivery to UK: FREE tracked service in 2-3 working days.
  • Express Delivery - UK Mainland: £4.99 tracked Guaranteed Next Day service (For orders placed Mon-Fri before 2pm, excluding Bank Holidays).
  • Europe: £10 tracked service in 3-5 working days.
  • Rest of world:  £15 tracked service in 5-7 working days.
Please note: 
  • All UK orders under £45 will be charged £3.99 for delivery in 3-5 days
  • All delivery timescales quoted are based on working days (Mon-Fri) and based on the delivery aims of our couriers, Royal Mail.



You can cancel your order at any time before your order has been despatched from our premises.  To cancel your order, you can visit the 'My Account' page and select the 'Cancel Order' button.  Alternatively, please call us on +44 1225 333545



We hope you are happy with your order, but if for any reason you’re not entirely satisfied, it’s simple to return products under our 30 day returns policy.

Within 30 days of receiving your order, simply send back the item or items that you want to return and we will replace them or refund the amount you paid for the item, excluding any delivery charges.

Our Free Returns service via Royal Mail is offered to UK customers only. If you don't have the return label, please contact us.  Simply attach the pre-paid return label included with your order to your parcel and make your return via a Post Office. Please retain proof of posting which will contain a tracking number to enable you to track your return here.

NB: If your delivery destination is outside the UK, or if you would prefer to send your return via a different method, the cost of return postage must be borne by you and we are unable to reimburse this cost.  Please send your items securely, retaining proof of postage and return to us at:

Returns Department,, 20 Green Street, Bath, Somerset, BA1 2JZ, UK.


Need to make a return and want to let us know?

To prevent spam, please check the box that appears below *

Then simply return items to us free of charge using the Royal Mail returns label provided with your order. Simply drop your parcel at one of many locations across the UK.


Returns Policy & refund conditions


Within 30 days of receiving your order, simply send back the item(s) you want to return and we will replace them or refund the amount you paid for the item.

To advise us you are making a return, you can use our returns tool above, or simply follow the instructions printed on the reverse of your receipt within your parcel.

Returning Footwear, Skincare or Accessories purchased from

In order for us to accept your return of branded products such as footwear or accessories (excluding FootBalance custom insoles), the items must be unworn / unused, unwashed and in their original packaging. Please ensure they're packed properly and remember to include the receipt in your return, so we know it's from you. Any items received in an unsuitable condition will not be accepted as an eligible return.
Refunds should take no-longer than 7 working days following receipt and are made to the original payment method only.


Returning FootBalance Custom Insoles or OS1st Compression Products purchased from  Our 30 Day Comfort Guarantee


Whether you’re using your FootBalance Custom Insoles or OS1st products for sports or everyday activities, we want you to be satisfied with your purchase.

Our Custom Insoles and OS1st Compression products come with a 30 Day Comfort Guarantee - meaning you can use the insoles or compression products for up to 30 days and return them, in the unlikely event you are not happy with them. The 30 days starts from the date you receive your order.

Return shipping is Free if you are based in mainland UK, providing you follow the instructions delivered with your order, using the Royal Mail returns label included in your parcel, accompanied by the original receipt.


Returning a faulty product

If your product develops a fault within 30 days of purchase, please return it with proof of purchase and we’ll exchange or refund it.

After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

We cannot accept returns of faulty products after six months from purchase, with the exception of Gore-tex, providing footwear is in well-maintained condition and without excessive wear and tear.

Your statutory rights remain unaffected by our returns policy.