Order, Delivery and Returns Policy
We accept debit and credit card payments from cards issued by Mastercard, Visa, Maestro, American Express, Discover, Diners Club iDEAL and Bancontact.
We also accept payment through Apple Pay and Google Pay.
DELIVERY PRICES, TIMES AND LOCATIONS
We currently offer free delivery on all orders, with dispatch of your order taking place the same or next working day. Delivery timings will depend on your location with the estimate time from dispatch below:
UK: 1 to 3 working days
Andorra, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Faröe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Hungary, Iceland, Ireland, Italy, Latvia, Lichtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovak Republic, Slovenia, Spain, Sweden, Switzerland: 3 to 5 working days
Albania, American Samoa, Anguilla, Antigua & Barbuda, Argentina, Aruba, Australia, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Bermuda, Bolivia, Bonaire, Bosnia Herzegovina, Brazil, Brunei, Cambodia, Canada, Cayman Islands, Chile, China, Colombia, Costa Rica, Croatia, Curaçao, Dominica, Dominican Republic, Egypt, El Salvador, Equador, Fiji, French Guyana, French Polynesia, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guyana, Haiti, Hong Kong, Honduras, India, Indonesia, Israel, Jamaica, Japan, Jersey, Kosovo, Kuwait, Macao, Macedonia, Malaysia, Maldives, Martinique, Mexico, Micronesia, Moldavia, Montenegro, Montserrat, New Caledonia, New Zealand, Oman, Pakistan, Palau, Panama, Paraguay, Peru, Philippines, Puerto Rico, Qatar, Samoa, Saudi Arabia, Serbia, Singapore, Sint Eustatius and Saba, South Africa, South Korea, Sri Lanka, St Barthelemy, St Kitts & Nevis, St Lucia, St Maarten, St Vincent, Surinam, Taiwan, Thailand, Trinidad & Tobago, Turkey, U.S.A., UAE, Ukraine, Uruguay, Venezuela, Virgin Islands: 3 to 7 working days.
If your country if not listed, we do not normally deliver there, however please contact us on email@example.com and we will see what we can do.
Please make sure to properly fill out all the fields of the shipping address, especially your first and last name, for a quick and hassle-free delivery. If some information is unclear or missing, we’ll need to ask you to provide a personal identification document to proceed with delivery.
We currently can not deliver to PO boxes or APOs.
Upon dispatch of your order, you will receive an email update which will include your tracking number. If you have signed up for a customer account, you’ll also be able to view the tracking and order information from within that section.
The courier will make up to 2 attempts to deliver your order. If you are unable to receive the order the first time, the courier will will leave details on how to rearrange delivery. After the second attempt, there may be additional costs for any further delivery attempts and you will need to make contact with the courier for delivery arrangements. If the order is held by the courier for longer than two days after a delivery attempt with no contact from you, it is at risk of being redirected back to us. If the order is redirected to ourselves, you must make contact with us to discuss how you would like to proceed. If you would still like the order to be delivered, you will be charged the delivery cost for this additional delivery.
DUTIES AND TAXES
For customers within the UK: The prices that you see on the website include VAT and duties. There should be no additional import related taxes to pay.
For non-UK customers: The prices do not include any VAT or duties and your order will be sent DAP (Delivered at Place) meaning the recipient will be responsible for paying any import VAT, duties and brokerage fees charged by the courier. Import duties are charged once the parcel reaches its destination country. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies vary from country to country. It may be a good idea to contact your local customs office before you order, so you are not surprised by charges you were not expecting. Please note that customers take full liability for all shipment costs and any eventual customs charges even if they refuse to accept a parcel due to high import duties or taxes.
RETURNS AND REFUNDS
You have 14 days upon receipt of your order to return or exchange your item(s). Once we have issued you with a returns authorisation number you have 14 days to send your item(s) back to us.
For a return to be accepted the following must apply:
- Unless there is a manufacturing fault, all returned items must be unworn, complete with original tags and packaging. Items returned in non-resalable conditions, won’t be eligible for a refund and we will need to send them back to you.
- Shoes must be tried on over a carpeted surface to prevent any scratches to the soles. All shoes must be returned in their original shoe box. Shoes returned without the original box, a damaged box, or marked soles may not be accepted and will be returned to you.
- You will need to use an outer packaging to protect any shoe or bag box when returning your footwear or bags. Since it is part of the product, any damage to the shoe box may result in the return being refused.
If you are resident in the UK exercising your right of cancellation within the cooling off period, then please see the relevant section in Terms and Conditions. If items are not returned to us in a saleable condition then we may make reductions to your refund.
To initiate a return request, please email firstname.lastname@example.org, quoting your order number, the item you would like to return and including images of the item you would like to return. We will inform you further on how to proceed. We may request from you additional specific images of the item. Once we are happy to accept the return, we will issue you with a returns authorisation number and provide you the address to where the item needs to be shipped.
We will provide you with the correct documents to include with your return and shipping for returns will be at your cost. You may choose to use your own method, or we can provide you with a shipping label for a fee, which will be advised at the time. If you choose to use your own shipping method, we advise you use a tracked and insured service as we will not issue any refunds for items that are lost in transit.
Any import duties related to your return will be deducted from your refund. Customs duties and taxes related to original shipments are not refundable by ourselves. You may be able to apply to your local customs authority for a refund of any returned products.
Once your item is received at our warehouse we will inspect the item to determine if it is in a saleable condition. A refund will be processed if your items is in a saleable condition. You will receive an email notification of the refund and the funds should be returned to your method of payment within 7 days.
If we consider the item to be non-saleable, for example, the has been worn, the security tags have been removed, or the packaging is damaged in any way, then the item(s) will be returned to the sender and no refund will be given or in the case that you are exercising your right of withdrawal, we will make a deduction. We will notify you of our decision via email. Shipping costs to return the item to yourself will need to be borne by you.
If you have purchased the wrong size, then we are able to offer size exchanges, if we have your requested size in stock. If we do not have your requested size in stock, we will not be able to offer an exchange. You can only exchange each item once and exchanged items are not eligible for refunds.
You will need to notify us that you wish to make an exchange within 14 days of receiving your item. As with a return, you should contact us on email@example.com, quoting your order number, the items in question and stating that you wish to make an exchange. The condition we need to receive the item in, is the same as for regular returns, i.e the item must be unworn, with original tags and packaging. Please see that section for further details.
We will provide you with the correct documents to include with your shipment, but you will need to return the item to us at your own cost. We may be able to arrange shipping and pick up from you for a fee.
Once the item is received, we will inspect it and if the item is in saleable condition, we will send out the exchange at our cost.
If the item is not in saleable condition for example, the has been worn, the security tags have been removed, or the packaging is damaged in any way, then the item(s) will be returned to the sender and no exchange will be given. Shipping costs to return the item to you, will need to be borne by you.
If you received a product that is damaged or becomes damaged due to a manufacturing defect, please contact us as soon as is possible on firstname.lastname@example.org.
An item is considered “faulty” if it is either delivered damaged, or, within a 30 day period of time after delivery to you, is discovered to be defective due to a manufacturing fault. A item is not considered fault if such damage or defect is a result of normal wear and tear, accident, abuse, misuse, or neglect.
If you believe you have a faulty item, please inform us as soon as you notice this. Please include your order number and as many pictures of the item question and the fault. We will determine, in our sole judgement and discretion, whether the damage or defect is as a result of normal wear and tear or some other reason. We may require additional information from you in order to make a determination.
If the item is faulty, we may offer to replace or repair such faulty items, at our option and at no cost to you, to the extent practicable and subject to availability. If we determine that an eligible item is faulty and cannot be replaced or repaired, at our discretion and as appropriate, we will provide you with a partial or full refund. Please note that our efforts to repair or replace an eligible faulty item does not extend or modify any item’s eligibility for a return or refund (if any). If we elect to provide you with a full or partial refund in connection with a faulty item, we may, in our discretion, provide such refund in the form of site credit. This does not affect your statutory rights.
ORDER CHANGES AND CANCELLATIONS
We are unable to make any changes to an order once it has been placed. This includes cancelling your order, updating an address, updating the size of an item, and/or combining any shipments.
If you are a based in the UK, then you have the right of cancellation. Unless exceptions apply, you may be eligible to cancel the contract within a 14 day period, for any reason and without justification. You can learn more about the withdrawal conditions within the Terms and Conditions of this website.
ISSUES WITH ORDER OR PARCEL
If you haven’t received what you ordered or if you have any other issues related to what you purchased, please contact us at email@example.com and we will do our best to fix the problem in the shortest time possible. If the issue is related to the packaging or product being damaged, please take pictures of the situation and let us know as soon as possible on firstname.lastname@example.org, quoting your order number and providing as many details as possible.
If you are missing items or your order is cancelled from our end, it may be that the items you purchased were no longer available by the time we processed your order. In these cases we will automatically refund you the items removed from your order. Refunds may not be immediate due to the time banks take to process refunds. If you have any problems related to this, please contact us on email@example.com, quoting your order number.