We hope you'll love everything that you order from us, but if you're not 100% satisfied with your purchase we'll be more than happy to help you with an exchange or refund. All items purchased online are eligible for a refund or exchange provided that they are returned to us within 28 days in their original condition with all tags attached. Refunds will be processed within 1-2 working days of receipt.

Please ensure the following when returning:

  • Your items are returned within 28 days of purchase
  • You include a completed returns form (on the back of your order form!) so that we can process the return (if there's no return form we cannot track who the order has come from)
  • All packaging is intact and labels are attached to items, with items remaining unworn and unmarked
  • You've insured your parcel as we will not accept responsibility for loss or damage in transit

How to Return:

We do not currently offer a free returns label so we suggest using a Royal Mail Signed For service to return goods to ourselves, and parcels are insured at your own risk. Alternatively you may return your order to our store if you're local.

Return Address:

Cavells Web Returns, 16 Mill Street, Oakham, Rutland, LE15 6EA

Non-Returnable Items:

Due to the nature of certain items we cannot accept returns of underwear (unless still sealed), swimwear, earrings, open perfumes and food.


If you would like to exchange an item the most efficient way of doing so is to place a new order with the required item and return your original purchase separately. This ensures that you secure the item that you want and you will have it with you much sooner.

If you choose to instead request an exchange against the original order please note that items may sell out whilst we wait for your order to be returned. When returning goods for an exchange via this method please fill out the enclosed returns form including contact details as well as the item that you'd like receive in exchange.

Returning to Store:

Orders placed online can be brought back our store for an exchange or refund.

(Please note that refunds will be processed through the head office and back to the original payment method)

Faulty Items:

Faulty goods can be returned within 28 days of delivery, and will be inspected by a member of our team to determine the fault. If faulty we will endeavour to offer a replacement however if this is not possible a refund will be issued including any delivery charges incurred to return the item/s back to us.

Should you suspect your items of being faulty through use, please return your items to us rather than the manufacturer. Items will be assessed by the manufacturer and if deemed to be faulty, a repair or replacement will be offered at the manufacturer’s discretion. Under current legislation we are allowed a “reasonable period” in which to resolve these issues for you.

Footwear Policy:

With all Footwear purchased online we know it can be hard to get the right fit the first time and we want you to make the right decision. We therefore can offer you 28 days to try footwear on inside (preferably on carpet to avoid any scuffs to the soles), to test different socks and see if they are a comfortable fit. Once you are totally happy with your footwear the tags can be removed and you can enjoy them outside. We are unable to accept any footwear that is returned to us in an unsaleable condition (i.e. has been worn outside, is scuffed/dirty/creased with wear) unless there is a fault that we or the supplier can determine.

If you are not totally happy with the fit of your footwear we are here to help over the phone to offer you an alternative or exchange of size.

Need help? Get in touch.

Please email us at

This email is only monitored Monday - Friday.