FAQs

Orders

Do I need to have an account to place an order?

No, it is your choice whether you want to register your details with us. You are free to place an order without creating an account, but you will then not benefit from seeing your order history and saving your details for future purchases.

Why can’t I log in to my account?

Try your username and password again, you may have typed it incorrectly or accidentally have hit the Caps Lock key. You can also try using your email address rather than your username and vice versa. You can also try resetting your password.

What should I do if I have forgotten my password?

You can reset your password by creating a new one. Just click on the link near the log-in box.

Which credit cards do you accept as payment?

We accept all major credit cards including Visa, Mastercard, Maestro and American Express.

Can I pay using PayPal without having to set up a PayPal account?

Yes, PayPal can be used for payment via credit card without the need for a PayPal account. Just select the PayPal option when you have placed your order and follow the instructions on screen.

How do I redeem a discount code or special offer?

You can redeem your promotion code by entering your code in the supplied box at the checkout. We do not allow for more than one promotion to be applied to any one order.

Can I order over the phone?

No, orders are only accepted via the website which provides an easy ordering procedure and secure payment processing.

Delivery

Is delivery free?

Yes. Our standard delivery service within the UK is free of charge and normally takes around 3 working days to arrive. If you would like your order sooner you can select a premium or next day delivery service which is an additional cost. See our Delivery page for more details.

I have ordered more than one item; will I receive all my items together?

Yes. All orders are packaged and shipped together, unless your order is particularly large.

Do all orders require a signature?

Yes. If you are not available to sign for the delivery the courier will leave a card explaining how to arrange another delivery or collection.

What time will my delivery arrive?

We are unable to provide an exact time, but it will be between the usual delivery hours of 7am and 6pm. Some of our delivery options offer delivery in the morning before 1pm – please see our Delivery page for more details.

Which countries do you deliver to?

We deliver to most countries in Europe and a few others too. Please see our Delivery page for more details. Please note if your country is not listed this means we are unable to offer shipping to your country at this time.

Do you deliver to PO Boxes and BFPO addresses?

Yes, we do.

Can you deliver to a different address than my billing address?

Yes, this can be a work address or another residential address. If selecting a work address be sure to include the name of the company or organisation in the address field as well as the contact name to ensure it is successfully delivered. Please note extra security checks may be requested if you supply a different delivery address as part of our anti-fraud procedures, more details are shown in our Terms and Conditions.

Do you extend your returns policy at Christmas time?

Yes, any orders placed from 1st December can be returned up until the 7th January of the following year.

Returns

How do I return an item?

Please see full details on our Returns page.

Have you received my returned item?

We process all returns within 2 working days of receiving items back. We will confirm your refund by email so please check your inbox for any messages from us. If you returned an item more than 10 days ago and have not received a refund from us then please contact the delivery company you used to send your item to check the delivery status. It is recommended that you use Royal Mail Special Delivery or Royal Mail Signed For so that you can check when we have received the delivery for your own peace of mind.

Products

Do you have this item in stock?

All items which we have in stock are displayed on our website. If an item shows as being out of stock we may be waiting on more to arrive, please email us at [email protected] to check if we have more due in.

I can’t find the item I saw a few days ago

If the item is no longer displayed then it means we have sold out of all sizes. You can use our filters to narrow your search for the particular type of shoes or boots you are looking for and you may find we have something similar which might be suitable.

General

How can I contact you?

Contacting us by email will ensure you receive a fast response. You can email us at [email protected] . You can also contact us by phone or post. Please see our Contact Us page.

Do you have a catalogue you can send me in the post?

No, all our items are displayed online and we do not use printed catalogues.

Do you have a shop?

No, we are only online which allows us to keep costs down and offer you a great choice of products.

Can I come to view your products or collect my order in person?

No, our premises are not open to the public, but we provide a range of photographs for every product online and dispatch all items quickly.


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