Delivery & Returns

Delivery Time

Delivery Time
We aim to dispatch your product within 1 working day from your order being placed with us a large percentage of our orders are dispatched within 24hrs of being received.

FREE UK Delivery on Orders over £50


UK Tracked Standard Delivery from - £3.99
Made via Royal Mail Standard Tracked Service (this service is quoted by the royal mail as a 2/3 day service)

UK Special Next Day Delivery from - £7.99
Made via Royal Mail Special Delivery (quoted as Next day Week Day delivery before 1pm)

USA & Canada - 1-2 Day Fed Ex Expedited service or Standard 7-10 Day Delivery

Europe Std UPS 3-5 day service

Europe UPS Next Day Service

Rest of the World from - Std 3-5 day service

Customs and Import charges
Customs and import duties are charged once the parcel reaches the destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and recommend you contact your local customs office for current charges before you order as customs policies and import duties vary widely from country to country. Please be aware that your parcel can be delayed by customs, this is something that we have no control over and cannot supply any details why or for how long your parcel may have been delayed.

All Deliveries
If you are not at the Delivery address to receive your parcel and the item does not fit through the letter box then the postman will leave a calling card at the address giving you detailed instructions and how and where you can collect it.Please be aware it is your responsibility to collect the item before it is “returned to sender”.

What do I do if my item has been returned to sender?
If your item was returned to sender, this means the address you have provided us was wrong or incomplete, or you did not pick up your parcel from the post office in time. If you would like us to send your item out again, you will have to pay for re-postage. Please contact us for instructions.

Returns Procedures - Refunds and Exchanges
In the event that you are not completely satisfied with your product and need to return your product for a Refund or exchange please follow the procedures below:

Refunds
If you are not 100% satisfied with your purchase, you can return it within 14 days of purchase. Items must be returned with all original packaging and must not have been worn, or show evidence of being worn.Please do not apply tape to the shoe box as this renders the product unsellable and will be rejected. Items purchased through our website may be returned for a full refund, or you may wish to return an item for a suitable exchange (the next size up for example). Please note that you are responsible for the cost of postage to return your item.

If item had free delivery a £3.99 restocking charge will be deducted from any refund given.


Exchanges
Please email all exchange requests to our Customer Care Team on websales@onlineshoe.co.uk

Please ensure the exchange is unworn and unused other than fitment purposes in the exact same condition that it was received.

Your item can be returned for an exchange anytime within 14 days of receipt, please note all exchanges agreed are at our discretion, we will try our best to exchange the item for you in a different size or style but we cannot guarantee we will have the item you need in stock. As fashion is changing constantly we only carry a set amount in each style in stock,so please bear this in mind to avoid disappointment.

If you are in the UK the 1st Replacement / Exchange will be delivered to you free of charge in line with our free UK exchange policy.

All we ask is that you pay the return postage of the exchange item back to Onlineshoe.

*All subsequent replacements / exchanges thereafter will be funded in full be the buyer, please note this does not apply to international purchases whereby the buyer is responsible for all shipping costs.

Returns Procedure

1) Please include within the return the following information:
a) Your Full Name
b) Your Full Address
c) The Original order reference number

2) Please seal the package securely and send to the return address below, please obtain proof of postage from your local Post Office / courier. The item is your responsibility until it reaches us so for your own protection we recommend that you send the parcel using a recorded delivery service that insures you for the value of the goods. We cannot refund return items lost in the post.

International Returns
If you are returning anything to us from outside the EU, please note you must complete a customs declaration correctly indicating that the package contains (returned goods) .Onlineshoe will not under any circumstances be held liable or pay any customs levy or duty resulting from a returned item , the item will be refused delivery and returned to the sender.

Return address please send to –

Onlineshoe Returns

Roch Valley

Hollins Mill

Rochdale Road

Todmorden

OL14 6SA


What if my item was delivered faulty?
Every item is checked thoroughly before dispatch however in the unlikely event that your item is faulty please email us at websales@onlineshoe.co.uk within 7 days quoting your order reference number, explanation of fault and whether you would like a refund or a replacement.
We will advise how to return the item to us. Please note no unauthorised returns will be accepted at our warehouse without prior consent. We will not refund any postage costs unless specifically agreed beforehand.

How do I cancel my order?
Once payment has been debited from your account, the transaction will be fully processed, therefore please follow the returns procedure for a refund or exchange.

What if I received an incorrect item?
In the unlikely event the item you received is incorrect,please email us at websales@onlineshoe.co.uk quoting your order reference number and the item you’ve received, and we will advise how to return the item to us and the next steps.We will not refund any postage costs unless specifically agreed beforehand.

What if my shoes aren't suitable after wearing them?
Unfortunately we are unable to accept used worn items / goods which are unsuitable or don't fit, or reimburse postage costs incurred returning the unused/unsuitable items to us.

Cancellation
You have the right to cancel your order under the Distance Selling Regulations and the agreement between us by informing us within 7 working days of receipt of your goods. The 7 working days commences from the day after the day you receive your goods.

Customer Duty of Care
The customer has a duty of care during the cancellation period for all products purchased.

Support & Contact
If you have any questions or queries, please email our Customer Support Team at websales@onlineshoe.co.uk

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