If you have decided not to keep an item, purchased in-store or online, and don't live near one of our stores, you can return it by post using our returns portal.

Please click HERE to access our returns portal. All returns must be registered through the portal before sending any items back. This ensures your return is correctly identified, tracked and processed efficiently.

Important: Please do not send returns or correspondence to Kemble or any other return address found on third-party websites. Some external websites still display outdated return address information, which does not reflect our current returns process. Once you have completed the returns process in the portal, you will be provided with the correct return instructions for your order.

To return via post, follow these simple steps:  

1. Log in to your account or enter your email and order number under Continue as guest if you checked out as a guest, and select Return Items.
2. Select an item you wish to return and select the reason for return. then press Continue.
3. Select your preferred return method, confirm your choice, and continue to the carriers portal (Royal Mail or DPD).
4. As we are now paperless, please write your order number on the outside of the package. 

Please note: Please allow 10 working days for your return to be processed 

If you are returning shoes or boots purchased in-store or online, please place the shoebox in a sealed plastic postal bag.

We cannot be held responsible for returned goods that become lost in transit if one of our recommended return services is not used.

If your purchase is simply unsuitable for you, you will need to return the item at your own expense. Return charges are displayed after you have logged into your account and selected Return Items. If the item you have received is faulty or incorrect, your return postage will be reimbursed.

We are unable to offer an exchange for items returned to our Customer Services Department, Coventry. To change an item purchased online, please return the item to us for a refund and place a new order online. We are able to process an exchange in your local store depending on stock availability.