Frequently Asked Questions
Can you provide me with more information about a product?
If you need any more information about a product, send an email to our customer service team with the product name and code to [email protected] We’ll get back to you within 24 hours.
ORDERS & PAYMENT
Can I amend my order?
Yes, you can but not after your order has been despatched.
Can I cancel my order?
Yes, you can but be quick. Please let us know if you want to cancel your order before we despatch your item(s). Orders cannot be cancelled once despatched.
Which payment methods do you accept?
We accept the following payment methods:
Credit/Debit Card: You can pay using your credit or debit card using our secure Sage Pay Checkout.
Paypal: We also accept payments made through PayPal.
Please note that all payments made to us, including PayPal, will be subject to security checks from the card provider, PayPal & Sage Pay. We may contact you by email or phone to confirm some order information with you and the order will be placed on hold until we have received the requested information
When will my order will be shipped after I pay for it?
All orders are despatched the same or next working day after your payment has cleared. If you have chosen next day delivery the order will be despatched the same day provided the order is placed before 12pm. Any orders placed after 12pm on Friday will be despatched the following Monday.
How will I know my order has been despatched?
We will send you an email as soon as your order has despatched.
Can I track my order?
Yes you can. Each order has a tracking number assigned to it which will be sent to you in your confirmation of despatch email.
Where do you deliver to and how much does it cost?
Our rates for delivery are shown below:
UK: Delivery within the UK is free.
Europe: Delivery within Europe starts from £7.99.
Rest of the World: Delivery for the rest of the world starts from £11.99.
How long does my item take to arrive?
UK: 2-3 working days.
Europe: 3-5 working days.
Rest of the World: 7-9 working days.
Please note that these are estimated delivery times and there is no guarantee your item will arrive within the given timeframe.
What if I don’t receive my order within the estimated delivery time?
If you don’t receive your order within the estimated delivery time please contact us.
We will track your parcel, find its current whereabouts and update you with its current location.
Can I change delivery address?
We cannot change the delivery address of an order after it has been despatched. If you wish to change the delivery address you will have to place a new order with the correct shipping address.
Do I need to pay custom duties outside the EU?
Custom charges or import duties may apply if your country is located outside the EU. The courier company will contact you before delivery if any extra charges are applied to your order. For more details of these charges please contact your local tax or customs office.
Please note that we cannot ship your order as a Gift item.
What is your returns policy?
We operate a no quibble 365 day returns policy. A refund will be provided given items are returned back in their original condition as NEW and UNWORN (i.e. as received) with their original unmarked/undamaged box and swing tags.
Where do I send my return back?
Please send your return including the returns form to the following address:
Unit 10B Lyon Way
What if I change my mind or the shoes do not fit?
If the shoes do not fit or you change your mind you can send the shoes back for an exchange or refund. Please note that the shoes should not be worn and should be returned with the original packaging.
What happens with my return?
We will contact you as soon as we receive your shoes and they have gone through our returns network. We will then refund your payment within 2-3 working days.
Who pays for the return postage?
We offer free returns for all UK customers. International returns are not free and you will have to pay for the postage cost. If you received damaged or the wrong shoes we will pay for the return postage cost.
What if the shoes are returned back undelivered?
If we receive your shoes back as undelivered we will email you and will ask if you want to get them shipped again. Your payment will be refunded if no reply is received. Please note that you will have to pay the postage for the order to be shipped again.
Can I exchange my item?
We currently only offer exchanges to UK customers.
If you are from outside the UK and would like an exchange then send us your item back, we will process your refund and you can then order again. For more info Click here.