Refund policy

1. Our General Returns Policy (UK & Rest of World)

We want you to love your DeadLaces. If you’re not 100% happy, you have 30 days from the date you receive your order to return most items for a refund or exchange.

To be eligible for a return, the item must be:

  • Unused and in the same condition you received it
  • In its original packaging with all tags attached
  • Accompanied by your proof of purchase (order number is fine)

You are responsible for the cost of return postage unless the item is faulty or we sent you the wrong product.

2. Non-Returnable Items (No Exceptions)

The following items cannot be returned or refunded unless they are faulty:

  • Personalised or custom-made items (e.g. custom-length laces, custom colour combinations, engraved 3D-printed hooks, or any item made to your exact specifications)
  • Deodorising “Deo” bags that have been opened or used
  • Any item marked as “Final Sale” at checkout

This is in line with UK consumer law, which excludes personalised/custom goods from the normal right to cancel.

3. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or we sent the wrong thing, contact us within 14 days of receipt and we’ll cover return shipping and send a replacement or full refund immediately. Photos help us resolve things faster.

4. Sale Items & Gift Cards

Sale items and gift cards are non-refundable but can be exchanged if faulty.

5. How to Start a Return

  1. Email us at unleashme@deadlaces.co.uk with your order number and reason for return.
  2. We’ll reply within 24 hours (usually much faster) with return instructions.
  3. Pack the item securely and send it back to the address we provide.
  4. Once we receive and inspect it, we’ll issue your refund within 3–5 business days.

Refunds are made to your original payment method. Please allow up to 10 business days for the money to appear in your account.

6. UK & EU 14-Day Cooling-Off Period (Distance Selling Rules)

If you’re in the UK or EU, you have a legal right to change your mind within 14 days of receiving your order, even if you simply don’t like it — except for the personalised/custom items and opened deo bags listed above.

If you cancel within this 14-day period, you must return the item(s) at your own cost (unless faulty), and we will refund you in full once we receive them.

7. Questions?

We’re here to help. Drop us an email any time at unleashme@deadlaces.co.uk or DM us on Instagram - we usually reply within a few hours.

Thank you for shopping with DeadLaces