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Delivery & Returns

Trying on your new shoes for fit and comfort

Essential information on receiving your shoes

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.

How much does UK delivery cost?

Standard Delivery (2-3 working days) - £5.00 per order

Orders are usually despatched via Royal Mail. Some orders over a certain weight will usually be sent via another service. Where products are in stock then we will aim to despatch them within 24 hours of order receipt. Sometimes this may take up to 48 hours. Please be aware that we do not despatch on weekends or on bank holidays. We use the Royal Mail 48 Hour service for our standard delivery and Royal Mail aim to deliver your order within 2-3 working days** from despatch. This is not a fully tracked service.

Please note for our Northern Ireland customers' orders over a certain weight will cost £15.00.

Please note for our Highland & Islands customers' orders over a certain weight will cost £10.00.

These charges will be updated within the Checkout.

Royal Mail Tracked 24 Hour (including Saturdays) - £8.00 per order

Where we have the products in stock then we aim to despatch the order on the same day for orders placed before 12:00pm Monday to Friday. Orders placed after 12pm on a Friday will not be despatched until the following Monday (unless Monday is a bank holiday then will be Tuesday). Royal Mail aim to deliver your order within 24 hours** from despatch. Royal Mail will provide SMS or email tracking links which will allow you to track your order from the Royal Mail hub to your address. Additional options also allow you to change your delivery options before delivery is attempted.

Please note that our Royal Mail Tracked 24 Hour service is not available to our Northern Ireland customers.

**please note that these times are not guaranteed.

Please note: For all orders 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 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.

Can I collect from DB Wider Fit Shoes?

This service is only available for collection from our Head Office at Irchester Road, Rushden, NN10 9XF. We aim to have your order ready for collection within 48 hours of the order being placed. If your order is placed after 12pm on a Friday, then it won't be ready to collect until the Wednesday at the earliest.

Please note: if you place a collection order and then require your order to be delivered instead to an address of your choice then we will require payment of delivery before the order is despatched.

Can I order something if I am not in the UK?

Yes, you can order products from outside the UK. Please see the relevant service below. If you do not see the country/region of your choice, then please contact us.

Channel Islands.

Standard Delivery (2-3 working days) - £5.00 per order which includes shoes.

Orders are usually despatched via Royal Mail. Some orders over a certain weight will usually be sent via another service. Where products are in stock then we will aim to despatch them within 24 hours of order receipt. Sometimes this may take up to 48 hours. Please be aware that we do not despatch on weekends or on bank holidays. We use the Royal Mail 48 Hour service for our standard delivery and Royal Mail aim to deliver your order within 2-3 working days** from despatch. This is not a fully tracked service.

Ireland

International EU Tracked Service - from £15.00

This service is dependent on the weight of the order. The exact delivery cost will be shown within the checkout.

Please see Duties and Fees note below

Europe

International EU Tracked Service - from £15.00

This service is dependent on where you live in Europe and the weight of the order. The exact delivery cost will be shown within the checkout.

Please see Duties and Fees note below

Rest of the World

International Tracked Service - from £30.00

This service is dependent on where you live in the World and the weight of the order. The exact delivery cost will be shown within the checkout.

Please see Duties and Fees note below

Duties and Fees: DB Wider Fit Shoes ship all non-UK orders on a 'Delivered Duty Unpaid' (DDU) basis. This means that the UK VAT element of the UK retail price shown is removed within the checkout. You will be required to pay any duties, taxes, and custom entry charges upon delivery of your shoes within your country. These are on top of the price you pay us, and DB Wider Fit Shoes are not responsible for these duties and taxes.

If returning any items to us, then all duties and fees must be paid for by yourself and will not be reimbursed by us. Failure to pay the duties and fees will mean that we will refuse delivery.

Please note: For all orders 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 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

I only want to order accessories. Do I have to pay full delivery cost for these?

If you live in the UK or the Channel Islands, then you can choose up to 9 accessories and only pay £2.50 for the Standard Delivery (2-3 working days).

If your order consists of accessories and at least 1 pair of shoes, then you will need to pay for the normal Standard Delivery (2-3 working days) - £5.00 per order.

You will have to pay the full price of £8.00 for Royal Mail Tracked 24 Hour (including Saturdays) regardless of the content of your basket.

I have not received my order. What do I do?

Sometimes Royal Mail and our other couriers are delayed, and you might not receive you order as per our conditions. If this is the case then firstly, please allow up to 7 days before contacting us. In the meantime, please check with your local Post Office as delivery may have been attempted and they do not always leave a card.

Once 7 days have passed then please contact our customer services team on 01933 311077 or email enquiries@dbshoes.co.uk and we will do our best to help you.

How can I cancel my order?

In accordance with the Consumer Contracts Regulations 2013, you may cancel your order with us before products are delivered or within 14 working days of receiving the products. Please note that cancellation of your order must be given to us in writing by letter or email 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 Guarantee

To give our customers additional comfort, we have extended our "no questions asked" cancellation policy. If for any reason you are not 100% happy with any product, provided it has not been worn (except for initial fitting, please see above guide), 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.

How can I return my products within the UK?

Free Returns within the UK via the Post Office

If you have received the Products and wish to cancel your order, you must take reasonable care of the Products and not use them. Please see our information on trying on your shoes.

Please use the returns label sent with your order. If you have mislaid your label, then please print off another one here. 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.

To locate your closest Post Office please search here.

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.

How can I return my products outside of the UK?

Return shipping costs from outside of the UK and the risk of loss of all products are your responsibility until received by us. If you return an item from outside of the UK return shipping costs from outside the United Kingdom will not be reimbursed. Return duties and fees must be paid for by yourself and will not be reimbursed by us. Failure to pay the return duties and fees at the point of collection with the courier will mean that we will refuse delivery.

If you cancel your order in the circumstances set out above, we will refund the price of the Product (but not the 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 otherwise by cheque.

From outside the UK please return your parcel to DB Wider Fit Shoes, Irchester Road, Rushden, NN10 9XF.

DB Wider Fit Shoes reserve the right to amend these terms and conditions without any notice.

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.