Veronica Borchie Stretch Knee Kitten Heel Boot Brown Silver

RETURN POLICY

Full Price products

If you have changed your mind and wish to make a return for refund or exchange for a product purchased on www.awake-mode.com, you can make a return within 30 days of receiving your order. 

Any returned product should be in a resalable condition and in their original packaging. No refund will be processed for products that are returned incomplete or soiled.

Please note that earrings cannot be returned due to hygiene reasons.

Sale products

Please note that we do not offer refunds on Sale products. 

For any Sale product up to 50% off, we can offer an exchange of size if available or store credit. 

For any Sale product at 50% off and more, sales are final. 

For any additional information, please contact our Customer Care team at customercare@awake-mode.com.

Returns conditions

If you have changed your mind and wish to make a return for refund or exchange, you can make a return on your full price product within 30 days of receiving your order. 

The returned product will only be accepted in a new, unused and saleable condition with all tags attached. Any shoe should be unworn with no scratches on the soles or marks on the shoe box.

We would recommend to add an extra layer when packing the product to avoid any damage when delivered. Once received and examinated with no sign of wear and tear, we will process the refund or exchange.

For any product received as damaged or faulty, please contact our Customer Care at customercare@awake-mode.com with some images of the issue. You have 14 days after receiving your order to make a return or exchange.

Please note that A.W.A.K.E Mode reserves the right to refuse a return in case of breach of our returns policy by making repeated returns.  

Returns procedure

1. To initiate the return, please click Return portal and follow the instructions.

2. Place the product in the original shipping box.

3. Our Customer Care team will send you the pre-paid DHL return label to print and attach to the box. Products should be returned within 7 days of receiving the pre-paid label.

4. Please attach the return labels to the outside of the box. If you are using the original box, make sure you have removed the other shipping labels from the outside of the box. Please note that A.W.A.K.E Mode reserves the right to charge the customer for any cost incurred by using other courier than DHL.

5. Book a collection with DHL by calling the number provided along with the return label or drop your parcel in an allocated courier point. You can also find DHL contact number by visiting their website Choose your Location - DHL - United Kingdom

6. Ensure you keep the postage receipt for your records.

7. Once we receive the returned item, our team will check that the product is in saleable condition. Once approved, we will email you and refund you within 14 days following receipt of the returned item. Please note that original postage and packaging cost is not refundable nor the international customs duties and sales taxes.

8. You will receive your refund in the original account corresponding to the original payment method.

EXCHANGE

We only offer size exchanges on the same product. Where available, replacement items will be dispatched within 14 working days.

If your chosen replacement size is not in stock, you will automatically be refunded in accordance with the Terms & Conditions and notified by email.

For alternative items, please place a new order on our website.

ORDER CANCELLATION

Please note that order cancellation can be accepted on Full Price or Sale product purchased on www.awake-mode.com by sending an email to our Customer Care team customercare@awake-mode.com and before receipt of the order confirmation.

Once the order is confirmed, we will be unable to cancel the order nor modify your order details (including size, style, shipping, billing address, contact number, delivery date). We recommend to return the product following the Return Process.

SHIPPING INFORMATION

Delivery time

We dispatch the orders within 1-2 business day. Please note that during busy sale periods, order dispatch may take between 3-5 business days. 

Please note that we cannot guarantee estimated delivery times during sales and busy holiday seasons and/or due to potential custom clearance delays.

If we have not delivered your order within 21 days from the estimated delivery date, excluding international orders, you have the right to cancel the order.

If you placed an international order, A.W.A.K.E Mode will not be responsible for delays caused by customs.

For security reasons all our shipments require a signature at delivery. 

A.W.A.K.E Mode is not liable for incomplete deliveries however they may be caused, but we will make sure you receive the missing pieces as soon as possible. If we have not delivered the outstanding pieces within 21 days from the estimated delivery date, you are entitled to cancel the outstanding pieces from your order.

Shipping cost

UK

Standard: 2-3 business days: £15 (DHL)

Express: 1-2 business day: £20 (DHL Express)

Europe

Standard: 2-4 business days: £10 (UPS)

Express: 1-3 business days: £20 (UPS Express Worldwide)

USA

Express: 3-5 business days: £25 (DHL)

Middle East

Express: 3-5 business days: £35 (DHL)

Rest of The World

Standard: 2-4 business days: £30 (DHL)

Taxes and duties

Prices quoted on the website are excluding VAT, applicable customs duties and shipping costs. VAT and shipping costs vary depending on the destination country and preferred delivery method and will be calculated and added at checkout.

The customer is responsible for payment of all applicable customs duties and charges, and in accordance with the applicable local laws.

US Customers

A.W.A.K.E Mode is responsible for the customs duty and the customs clearance fee for US orders.

Please be advised that a tax identification number (social security number) is required by US Customs & Border Protection for all shipments valued at $2,500 or more. Our logistics partner will contact the consignee to request the tax identification number prior to delivering the shipment. Failure to provide the necessary information for custom clearance will result in the parcel being returned to the warehouse. 

Customers from the Rest of the World

If your order is being shipped outside of the UK, EU, or USA, then you may need to pay customs duty and other import taxes in order to receive your order.

The shipping company will notify you that your online shop order is being held at your country’s customs and that you’ll need to pay duties and other applicable taxes to the local customs agency, and where relevant, request necessary information for customs clearance. There could be a delay in delivering your order if you don’t pay the charges immediately.

Paying any customs duty and/or import taxes are customer’s responsibility, and the local authorities will hold your order until you have paid the charges.

Please note that if you are requesting a refund for an item you paid duty for, we are unable to refund the duty as it is not collected by us. Duty is refunded by your local customs upon your direct request to them. We are unable to request the refund of your duty on your behalf.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

We recommend contacting your local customs office for current charges before placing an order, to avoid any unexpected charges. 

If for any reason you don’t pay the import or duty charges, then we have the right to charge you for any additional costs that might be charged to us because of this.