Can I return an item?
Of course! We offer a return for 14 days after the day of purchase, and a full refund will be provided once the item is back in our hands. Once the item is back with us we will do a thorough inspection of the order to insure it is in the condition we sent it in. Any shoes sent back without tags attached or info cards etc. will not be worthy of a full refund. At this point they can be sent back to you if desire, or a partial refund may be offered.
How do I return an item?
If you would like to return an item, please send the item back to us using a return address which we can provide via email or text/phone. Please also enclose your order number so we know who the shoes have come from. As the customer pays for shipping to return the item, it is up to you what service you use to send the item back, although please bear in mind if we don’t receive the item because of the postal service it is the responsibility of the customer and therefore no refund will be given. We would recommend sending the item Royal Mail Second Class Signed for as that is what we use and has been successful for us. Once we have received the item and it has been checked, a full refund can be granted!
Are your sizes UK sizes?
All shoes are labelled in UK sizes only. If you would like the sizes in other forms, I would suggest using google and it is very easy to find.
Are all of your items 100% authentic?
All items are 100% authentic and only come from recognised suppliers which we know we can trust. Unless stated otherwise, all items come in their original packaging with the tags attached and extras such as info cards are also included. Some suppliers are now removing the tags from the shoes and leaving them in the box. Items that we receive in this state are checked thoroughly to guarantee they are new and unworn. On the product pages we now highlight in the description if there are any sizes which fall under this category. This also applies for damaged boxes. Please look out for this when shopping.
Which payment methods are accepted?
We currently accept PayPal and major credit/debit cards- Visa, Mastercard and American Express.
What if my order hasn’t arrived?
The first action should be to use the tracking code provided on the dispatch email. Go on to https://www.royalmail.com/track-your-item and key in your code. This should tell you when your order was sent and whether any delivery attempts have been made.
Please also check that the address you sent the item to is your correct address; this will also be found on the dispatch email.
If this doesn’t help then please contact us using the email email@example.com, the phone number 07545601992 or any of our social media pages. Please note that we will also check the tracker so don’t try claiming your order hasn’t arrived when it actually has.
If we cannot retrieve the item and it is ‘lost in the post’ then a full refund will be provided. We usually wait 14 working days before refunding lost orders, this maybe extended during busy periods for Royal Mail.
Can I cancel my order?
Yes- if you notify us before you receive your email confirming the dispatch of your item, which will be done 24 hours after purchase. We will check for messages right before dispatch to avoid missing any cancellations. Please contact by email using firstname.lastname@example.org or 07545601992 to make a request to cancel the order. A full refund will of course be provided. If you want to cancel the order after they have been dispatched, you will have to go through the returns process above.
Can I change my order?
Yes - once again assuming the order has not been sent out. If there is a difference in price of the orders then we may ask for a direct paypal / bank transfer payment, or reimburse you the difference. Alternatively you could ask to cancel the first order and then re-order for the correct item(s). If you just want to change the size then you are welcome to do so without cancelling the order, just contact us using the same methods as above. Again, if the order has already been dispatched then you will have to go through the returns process. From there we will likely swap the items over if they have the same value, refund the difference or ask for a follow up payment. It's better from our point of view to have as few refunds as possible as we get charged each time.
Which countries do you deliver to?
We deliver right across the globe! Apart from some obscure nations we ship everywhere. However, shipping costs may rise considerably depending how far away it is from the UK. Please also note that there may be customs charges in your country which will have to be paid to receive your item. This now includes EU countries now sadly. We do not take the VAT off the prices as a rule, however depending on your order / location we may be able to offer a small reduction. Please get in touch for more information if you are an overseas customer. We are not responsible for customs charges and will not cover the costs. If you would like to know how much you will pay, it is best to use your governmental website on customs charges on imports. Please also note we have a right to cancel orders if delivery is not cost effective for us. This could apply in the event of large / bulk orders overseas. As always it's best to get in touch before ordering.
How do I know if my item has been sent?
You will get a confirmation email which states your item has been dispatched almost immediately after we have sent it. This will also have a tracking number which you can put into https://www.royalmail.com/track-your-item so you can track your order.
How much does delivery cost?
Standard UK delivery which is Royal Mail 2nd class signed for will cost £4.00.
You can also send the parcel Special Delivery tracked by 1pm the next day, which will cost £10.00.
For EU customers the cost is £15 and for the rest of the world it's £20. In general for overseas orders we use Royal Mail tracked and signed for. In some cases other couriers may be used such as UPS and DPD. This usually comes down to the nature of the order. Please get in touch for specific delivery questions for overseas customers.
How long should it take for my delivery to arrive?
This depends on what delivery you have selected:
Royal Mail 2nd Class signed for: 2 or 3 business days
Royal Mail Special Delivery: Next day by 1pm
International Tracked and Signed for: Usually between 5-7 business days, although for longer journeys it may be substantially more.
Please note that these estimates are from the dispatch day, rather than when you place your order. We send all orders within 24 hours of receiving them. If your parcel hasn’t arrived within the estimates above, don’t panic! Sometimes deliveries just take a little longer depending on where you are, so don’t contact us immediately after the time has elapsed claiming your order hasn’t arrived. You can always check the tracker as mentioned in an earlier question.
What do I do if there is a problem with my order?
If there is an imperfection with your order then you should contact us in the normal way- email, phone or social media. We are likely to want to see evidence of the imperfection, so please be prepared to send us pictures. Once we have received the images we will make a decision on what we can do to help on a case by case basis. This may be a slight discount added to your purchase, or just an offer of a return including the cost of the postage to send the item back.
How quickly do I get my money back after a return?
After receiving the shoes returned and making sure they are in a good condition, it will take just 1 or 2 days for us to process the refund and for the money to return to your account. PayPal is usually very quick, whereas other card companies can be longer. This isn’t in our control; we do however do our best to make sure we process the return as soon as possible.