DELIVERY & RETURNS
We always use premium courier services to deliver your products to you and we offer a convenient Drop at Shop returns service in partnership with Collect+. Depending on the type of product you’ve purchased different delivery and return processes and policies apply. Below is a summary of our services, processes and policies but please see our Terms and Conditions for further details.
No matter what type of products you purchase you will never have to pay any additional VAT or import duty to receive them.
Delivery
Our Ready to Wear products are delivered free of charge (mainland UK only) on the Next Business Day after you place your order. If your order comes in later in the day however, it may be held over until the next business day.
You’ll receive a shipping update email to track your delivery as soon as it’s been dispatched.
For non-mainland UK and international orders, please contact us and we can provide a quote for delivery.
Returns
Ready to Wear products can be returned free of charge (in the UK) provided they meet the returns criteria – see our Terms and Conditions. You can create a return by accessing your order in your account dashboard and we will then provide you with a returns code that will enable you to drop your return off at any one of the Collect+ shop locations – click here to find your nearest location.
For non-mainland UK and international orders, you will need to pay and arrange for the cost of return after your return request has been accepted by us.
Made to Order Dispatch Dates
Our Made to Order products for delivery costs £15 per order. We aim to dispatch all of our MTO orders within 3 weeks of order date. We use our express courier partner DHL on a 2 day delivery service and include all VAT and import duties at checkout. Please note that we cannot guarantee actual delivery times as this is dependent on the courier and international traffic at the time of your order.
As all our made to order shoes are bespoke, crafted especially for you, please allow up to 5 weeks for them to be made and dispatched before contacting us.
You’ll receive a shipping update email to track your delivery as soon as it’s been dispatched.
Delayed Orders
In the unlikely event that your estimated dispatch date is longer than 5 weeks, we will contact you with an updated dispatch date and give you the option to confirm the new date or cancel the order. If you confirm the new dispatch date, please allow a further 2 weeks after the new dispatch date before getting in touch. If we don’t hear back from you within 7 days, your new dispatch date will automatically be confirmed and your shoes put back into production.
Orders On Hold
All our made to orders are crafted using specialist components. In the unlikely event that we do not have the components readily available, your order will be placed On Hold. A new dispatch date will be provided for you once the required components are available, however we will keep you informed with estimated timelines throughout.
In the event that your new estimated dispatch date is longer than 5 weeks, we will contact you with an updated dispatch date and give you the option to confirm the new date or cancel the order. If you confirm the new dispatch date, please allow a further 2 weeks after the new dispatch date before getting in touch. If we don’t hear back from you within 7 days, your new dispatch date will automatically be confirmed and your shoes put back into production.
In the unlikely event we are not able to provide you with a new dispatch date by your current dispatch date, we will contact you directly to confirm whether you would like to wait for production or cancel your order. Please note that if you choose to wait, an additional 3-5 weeks will be added to your estimate dispatch date but please allow a further 2 weeks after your new dispatch date before getting in touch.
Returns
As each Made to Order product has been specifically made for you, we are unable to accept any returns of these items unless they arrive to you damaged or faulty. To ensure you’ve made the right choice, we recommend you use our foot measuring guides to ensure you select the size that best fits your feet or if you’ve already purchased a Ready to Wear product from us, use that purchase as a guide to the right size for your Made to Order purchase.
In the event that there your Made to Order product has arrived damaged or faulty please contact us and we will assist you.
