We aim to dispatch your product within 3 working days. If you have a special request or have an urgent order request, please call or email us and we will accomodate your request if possible.
If after receiving a dispatch notification from us, you still have not received your order, please allow 7 working days before contacting us.
We (in line with Royal Mail delivery guidelines) cannot deem an item as "lost" until 15 working days have passed. Items sent via courier are trackable. Fraudulent claims for items not received are taken VERY seriously.
Delivery Cost
Light and inexpensive items are delivered via Royal Mail 1st Class Delivery. We charge £3.50 for light items. Examples are desert boots, slippers, court shoes, childrens shoes etc.
Heavier items (generally over 1kg) are delivered via a courier OR Royal Mail. We charge £4.99 for heavier items. Examples are Dr Martens Footwear, Mens Shoes & Boots, Wellington Boots etc.
We will never charge UK Mainland orders more than £6.99 for postage and packaging no matter how big your order.
Note For International Orders
International orders for more than one pair will be charged a pre-set delivery cost. The actual delivery cost will be calculated after your order has been received and the difference billed to you. The reason for this is we calculate delivery costs for international orders on volumetric dimensions and this cannot be ascertained until the actual order has been received and accordingly calculated. We must stress that most of the time the estimated delivery cost on checkout is accurate and there is no need to charge anything extra for delivery.
Returns Procedure
We understand that buying shoes on the internet can be difficult as you can never really judge the fitting etc. We hope that our returns procedure is as straight forward as our sales procedure!
In the event that you are not satisfied with your product and need to return your product for a refund or exchange, please follow the procedure below:
- Please return your item with a copy of your invoice inside the package stating whether you want a refund or exchange. Alternatively, return the item with a note on normal paper stating your order number and reason for return.
- It is imperative that you maintain the packaging in a reasonable condition as the returned item needs to be suitable for resale. Items returned without the original packaging, in a box that is taped or written on will be rejected. The box constitutes a major part of the resale value of a product.
- Take your item to your nearest post office and return the item to us. Please note this is at your own cost. You may wish to send via recorded delivery for your own peace of mind.
SHOeTAIL RETURNS
c/o Clickwise Ltd
49 Forest Road
Leicester
LE5 0DW
United Kingdom
Refunds
You may return your purchase for a "no quibbles" refund of the purchase price within 7 days of receipt. The 7 days starts from the day after the day you received your order. The item is your responsibility until it arrives back into our posession. A refund will be issued to your original method of payment within 14 days of us having received your item. We endeavour to process all refunds within 14 days and will never take longer than 28 days. Please take care of your item and ensure it is returned with due care and packaged appropriately.
Exchanges
Your item can be returned for an exchange within 14 days of receipt. All postage costs (both ways) are the buyers responsbility. Once we receive your item back we will contact you regarding payment for return postage. We subsidise postage and charge you at below the cost to ensure you continue to receive the best value during your shopping experience at SHOeTAIL.co.uk.
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 24hrs in writing to returns@shoetail.com.
If a genuine manufacturing fault develops during the life of the shoes (not wear and tear) please email us and we will assess each case on an individual basis.
Please note that where a fault has been agreed on a worn item, we will NOT refund your purchase. However we will offer you a like for like replacement. Where the style you have purchased has been discontinued or is unavailable you may swap for a different style OR take a credit note that can be used at a later date.
Non Refundable Products/Services
We cannot refund excess paid for "Scotchguard" protection as this is an application that cannot be restocked once applied to footwear. We would like to stress that this does NOT infringe your right to return the footwear concerned but the £2.00 extra paid for the protection is non refundable.
If you would like to exchange a pair of desert boots that has been "Scotchguard" protected we will NOT charge you to protect your replacement pair.
Footwear that has had permanent changes made to it cannot be accepted for an exchange or refund. This includes but is not limited to:
- Grip Soles & Heels
- Blakey Steel Tips
- Raised Heels
- Lowered Heels
- Widening (Length or Width)
INTERNATIONAL (Outside United Kingdom) Orders
International (outside UK) orders are non-refundable. We will exchange international orders within 28 days of receipt providing the costs for postage are covered.
We cannot reimburse any postage costs for returned items unless the fault is ours. i.e. Wrong size, colour, style sent out.
Exceptions
Items returned outside the 7 days refund window will be subject to a restocking charge of 25% of the value of the goods.
Any questions?
Please do not hesitate to get in touch with us via our Contact Us page.
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