Return and Refund Policy

Return window

You may return any item purchased on odelloo.com within 30 days from the delivery date. This 30-day window is offered by Odelloo in addition to your statutory rights under UK law.

Your statutory rights (UK)

  • Consumer Contracts Regulations 2013 — 14-day cooling-off: you have a statutory right to cancel an online purchase within 14 days of receiving the goods, for any reason, and receive a refund of the purchase price (including standard outbound shipping where applicable). You must return the goods within 14 days of notifying us of the cancellation.
  • Consumer Rights Act 2015: goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you may be entitled to a refund, replacement, or repair regardless of the 30-day window.

Condition of returned items

To be accepted, returned mules must meet all of the following conditions:

  • Unworn outdoors. Soles must show no signs of use beyond a brief indoor try-on.
  • Returned in the original shoebox, in resaleable condition (no creasing, no labels removed from the shoebox).
  • Accompanied by the dust bag where one was supplied with the order.
  • Complete — both shoes, all accessories, and any documentation included.

Odelloo reserves the right to reduce the refund value (or refuse the return) if items are returned outside this condition.

How to return — step by step

  1. Email Support@odelloo.com within the 30-day window with your order number and the reason for return.
  2. We reply within 12 working hours with a return-merchandise authorisation (RMA) and the return address.
  3. Pack the items securely in their original shoebox. If the original outer packaging is intact, use it; otherwise wrap the shoebox in a protective outer parcel.
  4. Ship the parcel to the return address below via a tracked service. We strongly recommend a tracked service — Odelloo cannot be held responsible for return parcels lost in transit without proof of dispatch.
  5. Send the tracking number to Support@odelloo.com.

Return address

Odelloo Returns
Barkat House, Suite 9, 116-118 Finchley Road
London NW3 5HT
England

Who pays for return shipping

  • Faulty, damaged, or wrong item received: Odelloo covers the return shipping. We provide a prepaid label or reimburse the tracked-service cost.
  • Change of mind, wrong size ordered, or no longer wanted: return shipping is paid by the customer.
  • The statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013 does not require Odelloo to refund the cost of return shipping unless the goods are faulty.

Refund timeline

Once Odelloo has received and inspected your return, the refund is processed within 5 to 10 working days. The refund is issued to the original payment method used at checkout. Your bank or card provider may take an additional 2–5 working days to credit your account.

Exchanges

  • Return the original pair following the procedure above and place a new order for the size or colour you would like.
  • If the new pair is in stock, this is typically the fastest path. We refund the returned pair on receipt and the new pair ships immediately.
  • If you need a size to be reserved while your return is in transit, email Support@odelloo.com and we will hold a pair for up to 14 days where stock allows.

Items that cannot be refunded

  • Mules that have been worn outdoors or show signs of outdoor wear on the soles.
  • Items returned without the original shoebox, or with a shoebox damaged beyond what could be expected from careful handling.
  • Items returned beyond the 30-day window.
  • Items with missing components (one shoe of a pair, missing dust bag, etc.).

Damaged on arrival

If your order arrives damaged (visible damage to the parcel or the shoes), do not start the standard return procedure. Instead:

  1. Take photos of the outer parcel and the damaged item before removing anything from the box.
  2. Email Support@odelloo.com within 48 hours of delivery with your order number and the photos.
  3. Odelloo will respond with next steps — typically a replacement at no cost, or a full refund.

Product-specific notes

  • Mules are slip-on shoes with an open back. The fit feels different from closed shoes. If you are between sizes, see the size guide for guidance — many customers prefer the larger of two adjacent sizes for a snug forefoot without toe pressure.
  • Half sizes are not stocked. Available sizes are UK 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13 (EU 36 through EU 46).
  • Leather uppers ease slightly with wear. A small amount of give in the first few wears is normal and is not grounds for a faulty-item claim.
  • Buckle vs Loafer: the two silhouettes have slightly different vamp shapes. If you have a wider foot or a high instep, check the specifications on each product page before ordering.
  • Scuffs and surface marks from normal wear are not covered by this policy. Significant manufacturing defects (split seams, separated sole, faulty hardware) are covered under the Consumer Rights Act 2015.

Contact

For any other return or refund question, email Support@odelloo.com or call +44 7453 516833. We answer within 12 working hours.

Odelloo is the trading name of CSJO Ltd, a private limited company registered in England and Wales under Companies House number 13189175, with registered office at Barkat House, Suite 9, 116-118 Finchley Road, London NW3 5HT, England. Operational address (returns): Barkat House, Suite 9, 116-118 Finchley Road, London NW3 5HT, England.