FitFlop offers both a returns portal and a separate exchange portal for direct UK orders. They are not interchangeable: asking for another size starts an exchange, whereas requesting money back starts a refund. If you want one pair exchanged and another pair refunded, the company says those items must go in separate parcels with the corresponding QR codes.
Understanding the purchase conditions
For qualifying direct purchases, FitFlop’s UK policy provides 28 days after receipt for a free return or exchange. Footwear must be unworn and in the original condition. A purchase from another retailer is not returned using the FitFlop.com portal. The current support pages explain that returns and exchanges are free when the official service is used and outline the original-payment refund process. If the shoes were sold by schuh, use schuh’s own order history and return options rather than FitFlop’s direct-sale portal.
Where to start
Find your direct-order number and the checkout email. To get your money back, enter them in FitFlop’s returns portal and collect the Royal Mail QR code. For a different size or colour, use its exchange portal and select the available replacement before printing or obtaining the separate code. Pack the pairs according to their individual instructions, hand them to Royal Mail and retain the tracking receipts. The company says an exchange is despatched after the returned pair reaches the warehouse.
Consider this purchase scenario
You have a pair that rubs and another that is simply the wrong colour. If you want the same style in a larger size but no longer want the second style, register two different requests. Putting both pairs under the exchange QR code could cause the refund request to be mismatched or the exchange to be cancelled.
Following up
FitFlop says the warehouse may take up to 10 working days to process a received return. For an actual manufacturing fault, the UK help directs customers to contact the support team before returning the item, particularly when the purchase was not made on FitFlop.com.
Check FitFlop’s current UK customer-service guidance for the latest steps applicable to the original purchase. The additional official guidance explains the related process.