FAQS
Returns policy
If you purchased from one of our resellers
Don't worry, if you need to return an item, we know that sometimes things don’t quite fit or you might simply change your mind. If you’ve bought from a reseller, i.e., somewhere other than Scruffs.com, you’ll need to return your item to them directly. We can’t process returns for purchases made through other retailers, but they’ll be more than happy to help.
For peace of mind, keep your proof of purchase handy, and always check the reseller’s returns policy. We're all about making sure you're happy with your gear, so don’t hesitate to get in touch if you need any more info.
If you purchased from Scruffs.com
If you’ve bought directly from Scruffs.com, we’re happy to help with a return. You’ve got 30 days from receiving your order to send it back. Items must be returned unworn and in the condition they were purchased, including all packaging.
To start your return, complete this form and include it in the parcel with the items you want to return. Failure to include the returns form could cause a delay in processing your return.
Returns are at the customer’s cost, and we recommend using a tracked service, as we cannot refund items that don’t make it back to us.
Returns address: Scruffs Returns Department, Units 14/15 Lufton Heights, Commerce Park, Boundary Way, Yeovil, BA22 8UY
The original delivery charge is non-refundable and failure to return items and packaging in a resalable condition will affect your refund.
If you’ve got any questions or need a hand with anything, our team’s here for you. Contact us here.
What are your delivery methods and charges?
All orders are shipped via our standard carrier service, and you can expect them to land at your door within 3-5 working days. Just a heads up, orders placed after 4pm on a Friday or over the weekend won’t be processed until Monday morning. Also, our warehouses are closed on Bank Holidays, so any orders placed then will be processed on the next business day.
Standard delivery is charged at £5.94 for orders under £50. For orders £50 and over delivery is included.
What if I have entered the wrong address?
If you need to change the shipping address after your order has been placed, we’ll do our best to accommodate the request. However, we cannot guarantee that we’ll be able to make the change once the order is confirmed and processing has started.
Please note, we are not liable for any issues that may arise if the parcel is sent to the original shipping address provided at the time of purchase. To avoid any inconvenience, we recommend double-checking your details before completing your order. If you do need assistance, please get in touch with us as soon as possible, and we’ll try to help where we can! Contact customer services here.
What if I have ordered the wrong size?
Once your order has been processed or shipped, we’re unable to make changes. However, you can return the item under our standard returns policy once you’ve received it and simply place a new order for the correct size.
What’s the procedure for handling faulty goods?
If your order arrives faulty, let us know and we’ll sort it out. We’ll arrange for a collection and either send you a replacement or issue a refund – whichever works best for you.
Can I return items not purchased at this site?
Unfortunately, no. If you’ve purchased Scruffs products from a retailer, please get in touch with them directly and return the items to them. Their return policy will apply.
Can I cancel my order?
You have the right to cancel your order provided the cancellation request is made before the order has been processed or shipped. If you wish to cancel your order, please contact us as soon as possible. If we haven’t processed or shipped your order yet, we’ll be happy to cancel it for you and issue a full refund.
However, once your order has been processed or shipped, we’re unable to cancel it. In this case, you can still return the item under our standard returns policy once you’ve received it. Please note, any cancellations must be communicated before the order is processed, so don’t hesitate to get in touch if you need assistance!
Can I return my item for an exchange?
At the moment, we don’t offer exchanges. If you need a different size or style, just return the item to us for a refund and place a new order for the gear you want. If you need any help, just give us a shout.
What types of payment method do you accept?
We currently accept the following payment methods: Visa/Delta, Mastercard, Maestro, American Express, and PayPal. Unfortunately, we cannot accept cash, cheques, or postal orders.
Are my payment details secure?
Scruffs.com uses the Stripe Pay system to process your online payments. Stripe Pay uses the same high standard as Internet banking to process card transactions from the website. Payment details are captured within the secure Stripe infrastructure, and therefore, you have complete confidence that your details are secure. Stripe takes responsibility for capturing and storing card details on its secure servers. It always ensures that this information is held with the very high levels of security you would expect from a major financial services company.
Do you accept orders outside of the United Kingdom?
Currently, we only ship orders within mainland UK.
Want to know more about our sale terms?
Take a look at our sale terms (opens in a new window).
All you need to know about Scruffs
We might already have the answers to some of your questions here online. Otherwise, you can use our contact form at the bottom of the page.
Where can I get my footwear repaired?
Some problems such as stitching and other minor problems can be repaired. Scruffs does not have its own repair centres but we recommend that you contact the dealer who you purchased the footwear from and ask them to recommend a repair shop in your local area.
Are the soles on Scruffs safety footwear slip resistant?
Yes. All Scruffs safety footwear has a slip resistant sole.
Is the colour represented on the screen exact?
Colours on the website are a representation of the actual colour and may not be exact, but they are a close match. Leather is a natural product so there will be slight variations between boots, but every pair is colour matched.
Still have questions? Contact customer services here.