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
We're happy to help. You have 30 days from the date of delivery to return your item. Products must be unworn, in their original condition, and with all the packaging included, with the exception of trying them on as you would in a store.
To start your return, complete this form and include it in the parcel with the items you want to return. Not including the returns form could cause a delay in processing your return.
Please allow up to 5 business days for your return to be processed once it has been received by our team.
Returns are at the customer’s cost unless it is faulty. We strongly recommend using a tracked postal service, as we are unable to refund items that do not reach 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 your return doesn't meet the conditions of our 30-day money-back guarantee, we may not be able to issue a refund, and we will be in touch to let you know the options.
Please note: Original delivery charges are only refunded if the item is faulty or your full order is cancelled within 14 days of receiving it.
If you’ve got any questions or need a hand with anything, our team’s here for you. Contact us here.
Issue with your gear after 30 days?
If something’s not right and it’s been more than 30 days , but less than 6 months since your purchase, we’ll do our best to put things right, quickly and fairly. Depending on the issue, this may mean a replacement, a refund, or a partial refund. In some cases, we may need the item returned to us so we can take a closer look and confirm the fault.
A quick note on faults vs. wear and tear. There’s a difference between a genuine fault and the natural signs of a well-worn item. If stitching comes loose early on or a zip fails after minimal use, that’s likely a fault. But if your gear is showing signs of heavy use — like worn soles or scuffed fabric after months on site — that’s considered normal wear and tear. Either way, we’ll take a fair look at your claim and give you an honest answer.
Think there’s a fault? Send us a quick photo of the issue at customersupport@scruffs.com before sending anything back. That way, we can assess what’s gone wrong and let you know the next steps. If, after inspection, the item isn’t found to have a manufacturing fault, we may not be able to offer a refund or return the product back to you. Getting in touch first avoids unnecessary delays and helps save time on both sides.
What if I have returned an item to the wrong address?
If a return is sent to an address not specified in our Returns policy or on the Returns form, we’re unable to accept responsibility for any resulting issues. To help ensure your return is processed smoothly, please make sure the address matches the one provided below before sending your item back. We also recommend keeping hold of your proof of delivery until your return has been confirmed.
Scruffs Returns Department, Units 14/15 Lufton Heights, Commerce Park, Boundary Way, Yeovil, BA22 8UY
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 £75. For orders £75 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.
What lace length do I need?
If you're looking for spare or replacement laces for your Scruffs footwear, our boots take 160cm laces, while our safety trainers use 140cm laces. Make sure to match the length to your style for the best fit and performance.
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.
What technologies do you use in your workwear?
We incorporate industry-leading brands and advanced technologies into our workwear, ensuring our end users receive top-tier performance and reliability. In addition, we feature purpose-built innovations developed by Scruffs, engineered specifically to meet the tough demands of real jobsite conditions. Click here for more information.
Technologies – Scruffs Workwear
Still have questions? Contact customer services here.