Delivery & Returns

Courier Companies:
Royal Mail is used for all Standard deliveries in the UK and FedEx is used for all express and international deliveries.
All ShoeTherapy couriers use Track and Trace technology and we will email you with a Tracking number when your package has been despatched.
Free returns are offered to all first time UK customers.

Carrier	UK		Ireland	N. Ireland	Europe	USA, Canada	Australia, New Zealand, Singapore, Hong-Kong	Rest of the World
	£3.95		£3.95	£3.95	£7.50	-	£9.00	£9.00
Delivery Times	3-5 days		3-5 days	3-5 days	3-5 days	-	7-10 days	7-10 days
	£6.95	£12.00	£10.00	£10.00	£10.00	£19.00	£15.00	£15.00
Delivery Times	up to 2 days	saturday	1 day	1 day	1 day	1-2 days	3-5 days	3-5 days

Where do we deliver to:
We deliver throughout the UK, Europe, America and to other selected international destinations. Unfortunately, we can't to ship to PO Box addresses or Hotels for security reasons.
The shipping and billing address must be identical for all FedEx deliveries to the EU and Rest of the World. Should you need to amend your delivery address, contact our customer service team via email contact@ShoeTherapy.com.
 
Customs Import Duty:
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost will be, as customs policies and import duties vary widely from country to country.
For further details contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Delivery Options:
UK/Ireland Standard Delivery (3-5 working days)
• Your order will be despatched with Royal Mail.
• An email with the Tracking Number will be sent when your parcel is despatched.
• A signature will be required on receipt.
• If you are not around to take delivery of your parcel, the carrier will leave a calling card telling you how you can pick it up.
• Please note that it is not possible for you to collect your order in person from our distribution centre.
• Unfortunately we cannot deliver on a bank holiday. In this instance please expect your delivery on the next working day.
• In the event of a Royal Mail strike, we will switch our deliveries to other carriers to avoid delays to your delivery.

UK Super Saver Delivery (within 7 working days)
• Your order will be despatched with Royal Mail and will take 3-4 days longer than Standard Delivery.
• An email with the Tracking Number will be sent when your parcel is despatched.
• A signature will be required on receipt.

UK/Ireland Express Delivery (within 2 working days)
• Your order will be despatched with FedEx UK.
• An email with the Tracking Number will be sent when your parcel is despatched.
• From Monday to Thursday, orders must be placed by 12pm to ensure delivery the next day.
• Orders placed on a Friday before 12pm will be delivered on Monday, except bank holidays.
• If you order after 12pm on Friday, or over the weekend, your order will be delivered the following Tuesday.
• Unfortunately we cannot deliver on a bank holiday. In this instance please expect your delivery on the next working day.
• Our carrier will deliver your parcel between 7am and 5.30pm, unfortunately we cannot give you a more specific delivery time than this.
• A signature will be required on receipt.
• If you are not around to accept your parcel, the carrier may leave in a safe place (i.e. hidden from sight and protected from the rain) if they think it is safe to do so at your request. A calling card will be posted through your door to let you know this has been done.
If the parcel can't be left in a safe place, the carrier will take it back to the local depot, and leave you a card telling you how you can arrange a re-delivery.
* Delivery is generally 24 hours, but please allow longer for isolated areas.

UK Saturday Delivery
• Your order will be despatched with FedEx UK and delivered Saturday.
• An email with the Tracking Number will be sent when your parcel is despatched.
• Orders placed Monday to Thursday and Friday before 2pm will be delivered Saturday.
• Orders placed on a Friday after 2pm, or on the weekend will be delivered the following Saturday.

European Delivery
• Your order will be despatched with either Royal Mail or Fedex dependant on your choice of service.
• An email with the Tracking Number will be sent when your parcel is despatched.
• If you order after 2pm on Friday, your order will be despatched the following Monday.
• Our couriers deliver between 7am and 5.30pm, and will require a signature on receipt.
• If you aren't available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up or arrange a re-delivery.
• We're sorry, but we can't change the delivery address of a parcel once your order has been despatched.

USA & Canada Express Delivery (within 2 working days)
• Your orders will be despatched with FedEx International.
• An email with the Tracking Number will be sent when your parcel is despatched.
• If you order after 2pm on Friday, your order will be despatched the following Monday.
• Our couriers deliver between 7am and 5.30pm, and will require a signature on receipt.
• If you aren't available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up or arrange a re-delivery.
• We're sorry, but we can't change the delivery address of a parcel once your order has been despatched.

Australia, New Zealand, Singapore & Hong-Kong
• Your order will be despatched with either Royal Mail or Fedex dependant on your choice of service.
• An email with the Tracking Number will be sent when your parcel is despatched.
• If you order after 2pm on Friday, your order will be despatched the following Monday.
• Our couriers deliver between 7am and 5.30pm, and will require a signature on receipt.
• If you aren't available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up or arrange a re-delivery.
• We're sorry, but we can't change the delivery address of a parcel once your order has been despatched.

Rest of the World Express
To find out if we deliver to your country please email us: contact@shoetherapy.com.
• Your order will be despatched with either Royal Mail or Fedex dependant on your choice of service.
• An email with the Tracking Number will be sent when your parcel is despatched.
• If you aren't available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up or arrange a redelivery.
• We're sorry, but we can't change the delivery address of a parcel once your order has been despatched.
• Please be aware that your parcel can be delayed by customs. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.

Exceptional circumstances:
In certain circumstances, such as traffic accidents, extreme weather conditions or unforeseen technical problems e.g. postal strikes, we may be unable to fulfill your delivery in accordance with these terms. For such exceptions, we may require additional time and effort to fulfill the delivery. If this occurs, we will make our best efforts to deliver your order as soon as we possibly can, or you may opt to cancel and receive a full refund.



Delivery promise:
Our delivery promise to you is to do our utmost to ensure that you receive the items you have purchased as soon as possible within the guarantee period. If we are late we will refund you the delivery cost.

Returns:
If for any reason you are unsatisfied with your purchase, we offer a full refund or free exchange for unworn items.  Just return the items to us within 15 working days of delivery and in their original packaging.
Please use the return address label provided with our delivery note and fill in the form to let us know why you want to return the shoes to us. A free return label will be provided for the first order only.
We recommend that you use registered mail to send items back to us as we cannot accept liability for loss or damage in transit. The goods are your responsibility until they reach our warehouse.
Refunds will be paid once we have received the goods and accepted their condition. Postage will be refunded if we have made an error and shipped the wrong item or there is a fault with the product.