Returns Policy
We want you to be delighted with your purchase, but if something isn’t quite right, returning it is straightforward.
If you’re unsure about sizing, we recommend checking our Help guides before ordering.
Returns at a glance
- 30-day returns on unworn and unsoiled items
- No exchanges — return for a refund and reorder
- Customers cover return postage (unless item is faulty or incorrect)
- Refunds are typically processed within 48 hours of receipt
- UK and international returns accepted
Returning an item
UK CUSTOMERS
Include your delivery note in the parcel. If you’ve misplaced it, don’t worry — we email a copy with your order confirmation.
Return address:
Antonio Pacelli
11 NCR Business Centre
Great Central Way
London NW10 0AB
United Kingdom
- Customers are responsible for return postage (unless faulty/incorrect)
- We recommend using a tracked service. Refunds can only be processed once the item is received
INTERNATIONAL CUSTOMERS
Follow the same process as UK returns.
Important: Mark the parcel and customs declaration as:
“Returning to Manufacturer”
This helps avoid delays or customs charges. Any charges may be deducted from your refund.
Conditions of return
- Items must be unworn and unsoiled
- Returns must be made within 30 days
- We extend our returns period over the Christmas to 60 days
Non-returnable items:
- Show shoes and bespoke products
- Wigs, earrings and leotards (for hygiene reasons)
Packaging your return
- Pack items securely
- You can reuse our courier bag (turn inside out)
- Do not tape or write on shoe boxes
A £2.50 replacement fee may apply if boxes are damaged.
Faulty or incorrect items
Please email sales@antoniopacelli.com before returning to get an authorisation number
Include:
- Order number (or email used)
- Photos of the issue
We’ll advise the next steps.
In some cases, we may need to inspect the item. If the issue is due to wear or use, the item may be returned to you.
Common reasons for returning item to customer:
- Fault due to dancing on unsuitable surfaces (e.g. concrete, carpet)
- Fault due to incorrect products/processes used to soften leather
- Fault due to not loosening laces when putting shoes on
- Fault due to significantly incorrect size being worn (far too small or large for dancer)
Refunds
- Refunds are typically processed within 48 hours of receipt
- Your bank or payment provider may take additional time to complete the refund
- Return postage for faulty items is refunded up to the original shipping cost
Once a faulty item has been received and approved, a replacement or refund will be issued based on your preference.
Please avoid using premium courier services, as we cannot cover costs above the original shipping fee.