Can I change the delivery address?
On orders placed online we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address.
If you have made a mistake with your delivery details contact us immediately and we can try to amend them. If the order has already left our office or is in picking in our warehouse, then the delivery address cannot be changed.
Shoetique Ltd does not accept any responsibility for lost parcels where an incorrect address has been instructed.
Do you deliver to BFPO addresses?
We can ship to BFPO addresses, please ensure you complete the billing address field as appropriate and the BFPO address as the delivery address.
Can someone else sign for my delivery?
Royal Mail Tracked Signed For and Special Delivery requires somebody at the delivery address to sign for the package, it does not have to be the addressee. The signature is electronically logged for security. Any signature at the address will be taken as proof of delivery by us. However once a delivery is obtained at the address we cannot be held liable for packages misplaced or lost after the signature is recorded. Please make sure your select an address that you consider safe for delivery if you are unable to sign in person.
What if I'm not home when it's delivered?
If Royal Mail are unable to obtain a signature from somebody at the address or there is no safe place for the goods to be left then your parcel will be returned to your nearest Royal Mail depot. Royal Mail will leave a card at the delivery address, which will have instructions of re-delivery or collection.
You can request your parcel to be left in a safe place however Shoetique Ltd does not accept any responsibility for lost parcels where a safe place has been instructed.
How do I know if my item has been dispatched?
All orders placed before 8pm (Monday to Friday excluding bank holidays) and 3pm on a Saturday will be shipped that day, dependent on payment and stock availability. You will receive a dispatch confirmation via email, sent to the email address on your online account or used at purchase.
Can I track my delivery?
Yes, all deliveries are traceable.
Also a copy of your tracking number is always emailed after items have been dispatched. Please also check your junk mail in case the email has filtered itself into that folder.
Why would we cancel an order?
If delivery is not possible, or an item is out of stock or faulty, you will be notified by e-mail or phone.
Can I cancel my order?
If you decide you would like to cancel your order please contact us as soon as possible via phone or email and we will see if we are able to do this for you. . If the order has already left our office or is in picking in our warehouse, then we will not be able to cancel your order and you will need to send them back via the returns procedure for a refund.
Shoetique Ltd abides by the Distance Selling Regulations 2000 which gives you the right to cancel your order for a full refund within 7 working days of receipt - 'the cooling off period'. Order cancellations must be made in writing to firstname.lastname@example.org within seven working days of delivery and you must specify that you are cancelling under the 'Distance Selling Regulations 2000'. Please note that if you use the pre-paid returns label to return the shoes you will be charge £2.95. The customer has a duty of care during the cancellation period for all products purchased.
How quickly will my return be dealt with?
We pride ourselves on a quick and efficient turnaround and aim to action all returns within 48 hours of receiving your parcel. Please note if you use our pre-paid returns form it takes on average 3-7 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 own method of postage at your own cost.
We aim to apply refunds within 2 working days of receipt of the parcel. We will advise you by email as soon as the refund is applied.
We will aim to send your exchange out within 2 working days of receipt of the parcel and you will be notified via email as soon as it has been dispatched.
What if my item was delivered faulty?
In the unlikely event that your item is faulty please email us in the first instance at email@example.com 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.
What if I received an incorrect item?
In the unlikely event the item you received is incorrect, please email us at firstname.lastname@example.org, 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.
You will not be charged to return the item to us and we will endeavour to get the correct item to you on the next working day.