Farfetch London

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Brief: We include a courtesy note inside all our shoe orders to explain our return policy in detail and avoid contested returns. Refresh the current copy to be more concise, customer friendly and in line with the new direction of our brand tone of voice, while ensuring that all important points of our policy are still covered.

Current: “If you wish to return these shoes, please note that they must be in new and unworn condition with all the original packaging intact. The designer box and the dust bag (if applicable) are classed as being part of the product sold and need to be returned in the same condition you received them to be eligible for a refund. In order to protect the designer shoe box, please use the outer box to repack it.”

Update: "Thanks for your order — we hope you're thrilled with your new shoes! When trying them on, please take extra care not to mark the soles or damage the designer box. Any returns must be sent back in a new and unworn condition, with the original packaging and dust bag included. Please ensure the shoe box is packed inside an outer box for protection during return shipping."

Result: The new copy builds enthusiasm and delight in the customer for their new luxury purchase. It gives clear instructions for following our return policy, presented in a friendly, concise and easy to understand tone.

Courtesty Card for Luxury Shoe Returns

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