Delivery & Returns

Support
Shoetail offers a full support site for questions related to delivery and returns.  Please visit this page where you can easily find the answers to most commonly asked questions.  We also have available on this site the relevant links to download a prepaid returns label if you wish to return your goods.

http://websupport.clickwisegroup.co.uk

Delivery
Standard UK delivery is free of charge.  UK super saver delivery time is between 2 to 5 working days.
We are able to upgrade items to express delivery at an extra cost (select at checkout).  Requests for express delivery can also be made via telephone.  Please call us on 0116 326 0605 if you require faster delivery.

Shoetail use Royal Mail exclusively within the UK.

Returns
UK returns are free of charge if you wish to exchange your item, unless your item was purchased at a discounted/sale price, including any offers e.g. 2 For £50.  If you are returning your item for a refund, we will deduct £3.50 from the value of your refund.  There is a time limit of 30 days for refunds or exchanges.  Only one returns label per order (not per item) is permitted.


Faulty Items
Every item is checked thoroughly before dispatch. In the rare event an item has been delivered to you with a fault, you must notify us within 7 working days of receipt in writing to cs@shoetail.com. Shortages or incorrect goods should be reported within 7 working days of receipt. If a genuine manufacturing fault develops during the life of the shoes (not wear and tear) please email cs@shoetail.com and we will assess each case on an individual basis.

Shortages
For orders involving multiple items, we reserve the right to dispatch items seperately in order that we may fulfil your order in the quickest and most efficient manner possible.  In the event of a shortage, where we have not indicated that there are items "to follow" from your order, please inform us immediately in writing as soon as possible and always within 7 working days of receipt.  Please retain the exterior packaging and invoice as this may assist us with our investigation. 

Non-Refundable Items
Items which have been customised are non-refundable strictly. Customers who choose to have "rubber grip soles" or "added heel height" to shoes or boots will not qualify for a refund in the event the item is not as expected. We are also not able to refund "scotchguard protection" which is an added service that cannot be re-stocked in the event of a return.  The item price will be refunded but the cost of "scotchguard protection" cannot be refunded.

International Returns
International customers are welcome to return unwanted merchandise within 30 days of receipt. Please follow the instructions within your parcel.  Kindly note, we do not offer subsidised or free returns for non UK customers.

Cancelling/Amending An Order
Unfortunately, once your order has been confirmed and paid for, it will enter our system and cannot be cancelled or amended. Please feel free to return your item to us and we can issue a full refund in the event you have made a mistake with your order.

Trade Orders
In the event you are buying for business use or for resale purposes and have been offered a group or bulk discount, the order will be deemed a "trade order" and by definition will be deemed non returnable strictly.

Local Authorities
If you are representing the purchasing division of a local authority, please refer to contractual agreements pertaining to the return of unwanted merchandise.