When are you open?
You can reach us Monday to Friday (excluding Bank Holidays) 8:30am -5:30pm (GMT) via email (email@example.com) or phone 0845 009 2733
How can we contact you?
All of our contact information is on the Contact Us page, but if you're interested in contacting us regarding retail support, you can email us at firstname.lastname@example.org. If you'd like to contact us regarding wholesale opportunities you can email us at email@example.com.
What payment methods do you accept?
We accept VISA, MasterCard, Maestro, and Discover. We also accept payments made through PayPal.
Is Sales Tax (VAT) included in the price?
Our prices for orders shipped within the European Union include VAT where applicable. Orders shipped to countries outside the EU are not charged sales tax but may be subject to local sales taxes and import duty at the point of delivery. Please be aware that we are not responsible for any further sales taxes or import duties incurred.
How should I care for my suede shoes?
Full details of how you can clean our shoes can be found here.
What's your general shipping policy?
Orders placed before 2pm should be dispatched on the same day that you place your order, however this may vary during busy periods. A dispatch notification will be emailed to you once your order is shipped and it will have all your relevant order details as well as the tracking information for your delivery.
How long will it take to receive my order?
The length of time it will take to receive your order will depend on the delivery option you select when placing your order. The shipping options below list how long each individual service will take:
UK Standard Shipping £3.95 - Standard UK and NI orders are shipped with Royal Mail’s Tracked 48 service and should take 48 hours once dispatched.
UK Express Shipping £5.95 - Express UK and NI orders are shipped with Royal Mail's Tracked 24 service and should take 24 hours once dispatched. Delivery can take longer during busy periods and as a result this shipping option is not a guaranteed service as the exact delivery times are out of our control.
UK Next Day delivery £8.00 - Orders for Next Day delivery will be sent by Parcelforce Next Day service which guarantees next working day delivery in the UK only. Orders placed on a Friday will be delivered on the following Monday. We do not ship orders over the weekend, so any orders placed over the weekend will be dispatched on the following Monday and delivered on the following Tuesday.
UK Express Saturday delivery £15.00 - Orders placed between Thursday 2pm up until 2pm on Friday can be received on the following Saturday. Saturday delivery is not available to the following post codes:
AB, B5, B24, BA1, BD4, BN15, BS1-2, BS6, BS8, BT, CA4-9, CA10-22, CH3, CV9, DD, DG3-9, DN7, EH34-35, FK1, FK14, FK17-21, G41, G51-52, G63, G83, GY, HS, IM, IV, JE, KA3, KA18, KA27-28, KW, KY1, KY9, LA20-23LL15, NE66, NE69, NE70-71, NW2, NW6, NW10, PA20-38, PA42-47, PA60-61, PA70-80, PE3, PH, PR3, SA11, SK9, TD1-5, TD9, TR21-25, W3, ZE. All orders being sent to these postcodes using this service will be sent via Next Day delivery service and will be delivered on the following Monday.
Do you ship internationally?
Yes, however international/European shipping costs differ from our Standard Delivery costs and will take a bit longer to be delivered. You can find European/International delivery costs and approximate delivery times below:
Deliveries within Europe
European Delivery £12.00 - European orders are shipped via Royal Mail Airmail service or Parcelforce International Delivery depending on the location. Orders are usually delivered within 2-5 working days from dispatching and can require a signature upon delivery.
Deliveries outside of Europe
International delivery (up to 2kg) £18.00 - Each additional 2kg in weight will incur an extra charge of £18.00. International orders are shipped via Royal Mail Airmail service. Orders are usually delivered within 5-10 working days from dispatching and a signature may be required upon delivery.
You've made a mistake when sending my order, what do I do?
We do apologise for any shipping errors, we are human after all. Please contact our support team at firstname.lastname@example.org or 0845 009 2733 and we will be happy to correct our mistake.
Can I return or exchange my order?
If you find that you'd like to return/exchange your order for whatever reason, you have up to 21 days to send it back to us. You can find our full Returns Procedure here.
I have a question that's not on this list. What do I do?
Feel free to contact us at email@example.com or 0845 009 2733 if you have any other questions and our customer service team will be happy to help you.