Complaints Process

To initiate a complaint, please contact us via one of the following methods:

Write to us at:
Loake Bros Ltd
Wood Street
Kettering
Northants
NN16 9SN

Email our Customer Service Team: customer.services@loake.co.uk

Call us - Phone: 01536 415411

In-store: Visit your nearest Loake store and speak with a member of staff. Click here to find your nearest store. Please note, in-store staff will not be able to help with any online complaints.

Please include the following information in your complaint:

Full name and contact details (email address and phone number).
Proof of purchase (e.g., receipt, invoice, or order confirmation).
Description of the issue, including details and photos of the fault or defect, if applicable.

Once your complaint has been received, we will review the information provided and may request additional details if necessary. Complaints are typically assessed within a timeframe of 5 working days.

If required, we may ask you to return the item(s) to us for further inspection. This can be done by post or by visiting a Loake store. If returning by post, please ensure the parcel is securely packaged.

Based on our assessment, we will offer an appropriate resolution in line with your statutory rights under consumer law, which may include:
Repair of the footwear.
Replacement.

Our aim will be to conclude this review and confirm its outcome to you in writing within 10 working days (excluding any carriage times). However, this may take longer during peak periods for the business. Rest assured our team will work to resolve your complaint as quickly as possible.
The decision of our formal review will be final.