Shipping, Delivery & Returns

All UK and International orders are delivered by DHL. All Cyprus orders are delivered by ACS Courier.

When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect.

Please note that your billing address must match the address on your credit card statement.

Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum. We aim to dispatch orders within 24 hours after it has been placed, subject to stock availability and payment. Please note this can take longer during our sale periods when it may take up to 48 hours for shipments to be dispatched. If for any reason an item is out of stock we will notify you as soon as possible.

When your order is shipped, we will send you a confirmatory email.

Delivery times are estimates and start from the date of dispatch. Please note that we cannot be responsible for delays as a result of remote delivery locations or adverse weather conditions.

For security reasons, all orders require a signature upon delivery. Please be aware that our service is not a named delivery service and anyone at the designated delivery address may sign for your delivery. We will not be liable for a lost or missing order that has been signed for in a building, for example an office address that has been provided for delivery.

For UK and International deliveries you will receive a text or email notification from DHL advising you of your tracking number and estimated delivery day. For UK Next Day deliveries orders must be received by 12.00pm, otherwise delivery will be the following working day. For DHL International there will be a total of two delivery attempts on two consecutive business days. Packages will be returned to our warehouse after 5 days of no communication.

If you have placed an order for delivery outside of the European Union, items are shipped on a DDU (Delivery Duty Unpaid) basis.

This means the recipient will be liable for any import taxes and duties imposed once the parcel arrives in the country of destination. Unfortunately, we do not have any control over the amount imposed nor are we able to estimate the fees as the customs regulations vary from country to country. Please be aware that if you don’t choose to pay the import taxes we reserve the right to charge any additional costs incurred by theeugens.com to you.

When you place an order on theeugens.com, you are welcome to return any item(s), provided you return them within 14 days of delivery.

Items must be returned in their original condition including dust bags and in there branded shoe box which is considered part of the product. This is also to ensure that item(s) arrives back to us in a suitable and undamaged state. Shoes that are returned without a box, in a damaged box or with marked soles will not be accepted.

Item(s) must be returned from the original shipping country with the original returns form. Please note that we may not refund item(s) that are sent without any return paperwork.

Please note items received outside of the specified returns period will not be accepted.

Please note it is the customers responsibility for all postage cost when returning items. Theeugéns.com are not liable for the loss of items in return transit. We recommend using a traceable delivery method and taking note of your tracking number.

For UK and International orders please return your items to:
The Eugéns Kids Shoes Ltd
2 Carlton Hill
London NW8 0JY

For Cyprus orders please return your items to:
The Eugéns Kids Shoes Ltd
14 Panou Fasoulioti
Ekali
3110 Limassol

Gift Returns

If you are returning an item you received as a gift, please email us at customersupport@theeugens.com and we will advise you how to return the gift product. When the gift product is returned, we will send you a gift voucher of the same value.

Refunds

Once the items have been received they will undergo a quality review. Once cleared, you will receive a refund of the original purchase price directly to the original method of payment used for purchase or as a store credit to your www.theeugéns.com account. Original shipping charges, duties, taxes or tariffs will not be refunded. If your return was purchased in a currency other than your local currency, refunds will be paid in the same currency. We endeavour to process refunds as soon as they are received but please allow 10 working days for returns to be processed. You will receive an email notification of the status of your refund once processed. Your own return postage costs are not refundable.

Faulty Items

Items are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered.

Canceling your order

If you are based in the EU, you have the right to cancel your order with us under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 , but need to notify us of your decision to do so within 14 days from the day after the day on which you receive the last item in your order.

To exercise the right to cancel, please inform us by email to customersupport@theeugens.com.

On receipt of your notice of order cancellation, client services will contact you with return instructions. Please complete the returns form that you received with your order, and include it with your return so we can process your refund promptly.

Please note that you must cover the cost of the return shipment.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us and you retain proof of sending, in case of a dispute.

All items must be returned unused, in their original condition and from the country that the order was delivered to.
We will refund the full value of your order, including standard shipping costs, within 14 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.