Delivery & Returns

We offer Free Delivery & Exchanges on all UK orders.  If you spend over £40 you will get Free Next Day Delivery!

We dispatch all orders placed before 4pm Mon-Fri the same day (unless specified for pre-order on the product page).  We use Royal Mail who also deliver on Saturdays.  If you provide your mobile phone number Royal Mail will also update you on the progress of your delivery (1 text on the morning of delivery and 1 text to confirm delivery).

You may also specify a more convenient delivery address and a Safeplace.  There is a specific section in the first page of the checkout process to leave a safeplace (please don't leave it in the customer notes). Make sure the place you instruct Royal Mail to leave it is secure and safe from the weather elements.  We unfortunately cannot be held responsible for any items left in a Safeplace.  Orders placed on a Saturday and Sunday will be dispatched on Monday.

UK orders below £40 will be sent on a Free 2-day Royal Mail Tracked Service.

International Delivery

Please note international delivery cost is based on weight.  To calculate the delivery cost, add the products to your basket and it will automatically update the cost.  All International orders are sent by Royal Mail International Delivery

* Delivery within Europe - From £9.99 Takes approximately 1 week (price dependent upon weight)

* Rest of World Delivery - From £14.99 Takes approximately 1-2 weeks, although this can be longer depending on local postal services (price dependent upon weight)

We can send FitFlop products within the EU, however due to FitFlop brand restrictions we are unable to send FitFlop products outside the EU.

Refunds and Exchanges

No Quibble Return policy
If you are not completely satisfied with your purchase, you can return it within 28 days of purchase.  Items must be returned with all original packaging and must not have been worn, or show evidence of being worn.  Please do not apply tape to the shoe box as this renders the product unsellable.  Items purchased through our website may be returned for a full refund, or you may wish to return an item for a suitable exchange (the next size up for example).

How quickly will my return be dealt with?

We pride ourselves on a quick and efficient turnaround and aim to action all returns within 2 working days of receiving your parcel - although it is often quicker than this.  Please note if you use our pre-paid returns form it takes on average 2-5 working days to reach us, although it may take longer than this.  If you would like your refund or exchange quicker you can use your method of postage at your own cost.

Free Exchanges in the UK
We know it's sometimes difficult to get the exact size when buying online which is why we offer a 'free exchange policy'. We offer the peace of mind and convenience of supplying two pre-paid labels for you to return your goods to us.  These will be supplied in your parcel along with your shoes.  You have the choice of using a Royal Mail label or a Collect+ label.  We aim to action your exchange within 2 working days of receipt.

We will send your exchange on a 2-day Royal Mail tracked service and will confirm by email as soon as we do so.  If for any reason we are unable to fulfill your exchange i.e. we don't have your required size in stock, we will contact you to offer you an alternative.

Refunds

If you are requesting a refund you are responsible for the return postage to Shoetique.  We provide a returns label as part of our 'Free Exchange' policy and for customer's convenience in returning goods to us.  If you wish to use the pre-paid returns label this service is charged at £2.95 and will be deducted from your refund.

Use of Pre-Paid Returns Label

A Royal Mail label and Collect+ label are supplied within your delivery note.  All you need to do is choose which service you wish to use, peel the label off and stick it on your return parcel.  You can print off the Royal Mail returns label by clicking here.

When using this label please obtain proof of postage from your local Post Office or Collect+ location.  If the parcel doesn't reach our warehouse and you do not have proof of postage, you are liable for the loss.

Use of the label is free if you are requesting an exchange.  The service is charged at £2.95 if you are requesting a refund.

Returns Procedure
1) Complete the returns form included in your original parcel

2) If you wish to use our pre-paid returns label you can print it off in the section above
 
3) Please seal the package securely and obtain proof of postage from your local Post Office / Collect+ location
 
4) If you are using your own method of postage send the parcel to: -
Shoetique
Unit 4, Atlantic Business Centre
Atlantic Street
Altrincham
Cheshire
WA14 5NQ
 
What if my item was delivered faulty?
In the unlikely event that your item is faulty please email us in the first instance at info@shoetique.co.uk or call us on 0800 849 7000 quoting your order reference number, explanation of fault and whether you’d like a refund or a replacement.  We will advise how to return the item to us.  We will not refund postage unless otherwise agreed.

How do I cancel my order?
Once payment has been debited from your account, the transaction will be fully processed and you will have to follow the returns procedure for a refund or exchange.  
 
What if I received an incorrect item?
In the unlikely eveny the item you received is incorrect, please email us at info@shoetique.co.uk, quoting your order reference number, the item you’ve received or call us on 0800 849 7000.  We will advise how to return the item to us and the next steps.

What if my shoes aren't suitable after wearing them?
Unfortunately we are unable to take back used goods which are unsuitable or don't fit, or reimburse postage costs incurred returning the unused/unsuitable items to us.
 
Will you refund any postage charges?
Delivery within the UK and Channel Islands is free, therefore is not applicable.  All International postage is non-refundable, unless otherwise specified.
 
If you have received the wrong item or if the product is faulty, please contact us in the first instance.  We will not refund postage unless specifically agreed beforehand.
 
Customer Duty of Care
The customer has a duty of care during the cancellation period for all products purchased.