Delivery & Returns
Trying on your new shoes for fit and comfort
Finding the correct size and fitting for your feet can be difficult due to different last shapes and upper designs used in footwear. We fully expect and indeed encourage you to try your new shoes on to check for fit and comfort BUT PLEASE
Try your shoes on a carpet or other surface that is not going to mark the soles of the shoes. Please do not try them on outside or on any other surface that may mark the shoe.
Wear your usual hosiery for that type of shoe to check for fit, but if trying on a shoe which you would normally wear without hosiery, please try with a pop-sock so that the linings remain unmarked.
It is best to try your footwear on in the afternoon when your feet have expanded, as feet do during the day, to check if the shoe is comfortable. Trying shoes on in the morning when your feet are at their slimmest may mean the shoes become uncomfortable later on in the day. You will not be able to return the shoes if you discover this, having then worn them outside.
Do not cut any "extended straps with cut offs" until you are certain about the fit and comfort of the shoes. Once straps have been cut, shoes cannot be returned for a refund or exchange.
Please try on your new purchase carefully to avoid any potential disappointment regarding an exchange / refund. Under distance selling regulations, once shoes have been "marked" in any way, whether it be on the sole or the lining, or changed by cutting extended straps and can no longer be described "as new / original", we are not able to accept them back for an exchange or refund. It is therefore important that you satisfy yourself with the fit and comfort of the shoe before cutting straps or wearing them normally.
If you find the size and fit is not as you expected, please discuss this with our customer services team on 01933 311077 who can give friendly advice from their years of experience talking to similar customers.
You have 30 days to return your shoes for a refund or exchange if you decide they are not suitable. Please use our FREE postage on returns and exchanges service* to ensure you receive no further postal charges connected to this order. Please ensure that any extra insoles / extension straps originally supplied with the shoes are included with the returned shoes as missing items will be charged.
*FREE postage on returns and exchanges service applies to shoes returned from the UK only. Does not apply to shoes bought through Independent retailers or e bay. Returns must be sent via Royal Mail using the correct paperwork and posted within the UK.
Postage and Packing
UK Orders under 2 kg in weight are usually despatched via Royal Mail. Heavier despatches are usually sent via carrier.
Postage and packaging charges are £5.00 per order to the UK £15 per order for Europe and £25/£50 per order to all other destinations. For orders outside of the UK, you are liable for any import duties and taxes that may be payable.
Delivery will be to the address specified in your order. If no one is available at the address at the time of delivery, the Products will be retained by the delivery company for a reasonable period of time and then returned to us. If Products are returned to us by the delivery company, we will issue you with a refund for the Products but reserve the right to retain the postage and packaging costs for delivery and any costs incurred in connection with return of the Product.
We shall be under no liability for any delay or failure to deliver the Products if the delay or failure is wholly or partly caused by circumstances beyond our control
FREE RETURNS (FOR DELIVERIES MADE TO THE UK and RETURNED BACK FROM WITHIN THE UK) EXCLUDING ANY PURCHASES BOUGHT THROUGH EBAY
Finding your size and fitting is not always easy when ordering footwear by mail order. We offer a FREE returns service for deliveries to a UK address only and returned from within the UK, (excluding purchases bought through ebay), via Royal Mail, enabling you to select the correct fitting shoe, no matter how long it takes, with no further postage costs to yourself. Please ensure that you obtain proof of posting from the Post Office as failure to do so will result in you being liable to us for the cost of the product and postage if it is not delivered back to us. Please note that if you decide to return your purchases via another service we cannot refund the charges incurred. Shoes sent back from outside the UK have to be returned at the sender's expense.
Cancellation and Returns (for orders placed in the UK and delivered to a UK address)
In accordance with the Consumer Contracts Regulations 2013, you may cancel your order with us before products are delivered or within 14 working day of receiving the products. Notice to cancel your order must be given to us in writing by letter, email or fax and must be sent within 14 working days from receiving the product.
Returning goods with our returns form without the written notice of cancellation above will not be deemed a cancellation of contract and delivery costs will not be refunded.
No Quibble Money Back Gaurantee
In order to give our customers additional comfort we have extended our "no questions asked" cancellation policy, so that if for any reason you are not 100% happy with any product, provided it has not been worn (except for initial fitting) you can cancel your order returning it to us within 30 days for an immediate refund of the cost of the product. Please note that we do not refund the postage costs under these circumstances.
If you have received the Products and wish to cancel your order, you must take reasonable care of the Products and not use them. Products can be returned to us at the address set out above in these Terms and Conditions using our free returns service in the UK via the Royal Mail. If using our free returns service customers must obtain proof of posting, failure to do so will result in you being liable to us for the cost of the Product if they are not delivered to us. If you return any Products, via another service we will not be responsible the cost of return or for any loss or damage to them in transit and, in such circumstances if Products are lost or damaged in transit, we reserve the right to charge you for such loss or damage.
Please ensure when returning shoes to us that you use a method that requires proof of delivery at least, or ideally insurance.
We cannot be held responsible for items lost in the post. Return shipping costs from outside the United kingdom and the risk of loss of all products are your responsibility until received by us.
If you return an item from outside the UK return shipping costs from outside the United kingdom will not be reimbursed.
If you cancel your order in the circumstances set out above, we will refund the price of the Product (but not initial postage and packaging costs) after any Products, which have been delivered to you, are returned to us. Any refunds given by us will be made to the debit/credit card account provided when you paid by credit /debit card or other wise by cheque.
Cancellation and Returns (for orders placed or delivered to an address outside the UK)
The consumer protection (direct selling) regulations do not apply to orders placed or delivered to an address outside the UK.
An order may be cancelled in writing via e mail to firstname.lastname@example.org provided the order has not been despatched. We will confirm by e mail the status of the order. If the order has been despatched it cannot be cancelled. If it has not been despatched we will cancel the order and confirm this to you by return e mail.
Shoes may be returned to us for an exchange or refund at your expense. The risk of all products are your responsibility until received by us. When returning shoes it is best to use a method that requires proof of delivery at least, or ideally insurance. We will not refund your costs for returning the products back to us.
If you require a refund, on receipt of the shoes unworn in good condition we shall charge back, using the payment method originally used to pay for the order, the cost of the shoes. Your original postage and packing costs will not be refunded. If shoes are returned to us in a worn or in poor condition (a condition that means the shoes could not be resold as new) a refund will not be given.
If you wish a replacement pair of shoes to be sent we shall charge / refund the additional cost of the replacement pair of shoes over the shoes returned. We shall charge postage and packing as if it were a new order.