Refund policy

Shoes have to fit. If a pair isn't right, send it back or bring it back, and we'll put it right.

If the size or the style isn't right

  • Tell us within fourteen days of the pair arriving: call the factory shop on 021 852 4516 or email shop@phelan.co.za, with your order number.
  • Send the pair back unworn and in its box. Try it on indoors, on a carpet.
  • Choose another size, another style, or your money back.
  • The courier back to us is for your account, and so is the courier for a replacement pair. Nearby? Bring the pair to the factory shop instead.

We refund the card or account you paid with, within ten days of the pair reaching us. The delivery charge on the first order isn't refunded, unless the mistake was ours or the law says otherwise. A replacement that has to be made for you takes as long as the first pair did.

If something is wrong with the pair

If we sent the wrong pair, or there's a fault in the leather, the stitching or the sole, tell us and send a photo. We pay the courier, and you choose: we repair it, replace it or refund you. That holds for six months from the day the pair arrives. If we repair a pair and the fault comes back within three months, we replace it or refund you.

Wear isn't a fault. Nor are the grain and small marks that come with real leather.

Good to know

  • Made differently for you. If we made a pair in a leather or colour you asked for, or changed it to fit you, we can't take it back because you've changed your mind. A fault is still a fault, and we put it right.
  • Bought on sale. We exchange the pair for another size or style, but don't refund it.
  • Worn. A pair that comes back worn can't be exchanged or refunded. We send it back to you.

What the law gives you

All of this is on top of your rights, not instead of them. If you ordered online, you can cancel within seven days of the pair arriving, for any reason, and be refunded. You pay only the courier back to us. That is section 44 of the Electronic Communications and Transactions Act, and it covers sale pairs too. The six months on faults is section 56 of the Consumer Protection Act.

Where to send them

Phelan Footwear, 51 Lourens Street, Somerset West, 7130. Or bring them in: Monday to Friday, 8am to 5pm, and Saturday, 8am to 1pm.

And years from now, when a sole wears through or a strap stretches, bring the pair back. We repair what we make.

Updated 5 October 2026