Delivery - UK Orders:
For orders within the UK, we utilise Royal Mail's 1st and 2nd class services. Our order processing takes place Monday through Friday, except on bank holidays. We are dedicated to dispatching your items as swiftly as possible, with standard processing times typically ranging from 1 to 5 working days.
Upon the shipment of your order from our facility, you will receive an automated shipping confirmation email.
For UK Customers:
Orders sent via 1st Class generally arrive within 1-2 working days.
Orders sent via 2nd Class typically take 2-3 working days for delivery.
It's important to note that these delivery estimates are approximations and do not constitute a guaranteed delivery date.
Return Policy:
If you are not completely satisfied with your purchase, you have the option to request a return and refund for your original purchase.
To qualify for a full refund, the items you wish to return must be shipped or handed over to the shipping carrier within 30 days from their original delivery date and must meet the following criteria:
- Be in brand new condition
- Include all original packaging and still have the original tags attached
- Be free from any dirt, stains, wear and tear, or hair
- Be packaged securely
Returned items that do not meet these criteria may be subject to a restocking fee or could be rejected entirely.
When sending back unwanted items, please make sure to:
- Securely package unwanted shoes in suitable packaging.
- Include a copy of the returns form within your parcel to help us identify your order and process any refund.
- Avoid attaching any labels or tape directly to the shoe box to prevent damage, making it unsuitable for resale.
- Obtain a proof of postage receipt from the post office when dropping off your parcel.
Return Shipping:
Upon receiving your returned item, we will inspect it to ensure that it is still in new condition. You will then be notified of the status of your refund via email. Please be aware that this process may take several business days after the return shipping tracking indicates "delivered."
If your return is approved, we will initiate a refund to your original payment method (e.g., credit card or PayPal account). The time it takes for the refunded amount to appear in your account depends on the policies of your payment provider.
While we can reimburse you for the cost of the shoes using the same payment method as your original purchase, we regret to inform you that we cannot refund the original shipping charges. In accordance with Consumer Contract Regulations, if you wish to return your entire order and reclaim your original postage (standard postage only), please send the goods back at your expense, and we will gladly issue a full refund, including our standard postage charge.
We will process your refund as promptly as possible, typically within 10 working days after receiving the goods. You will receive an email notification once your refund has been processed.
Acceptable Try-On/Use Policy:
While we encourage customers to try on shoes and engage in minimal walking around their homes, shoes must be free from dirt, odors, and signs of outdoor use or wear and tear to qualify for a full refund or free exchange. We prioritize minimizing waste and resell returned products, so we kindly ask customers to consider the next person who will purchase these items. They would expect the products to be in mint condition and displayed with care, just as they were when initially received.
Exchanges:
We, unfortunately, do not offer an exchange service. If you wish to exchange any items, we recommend initiating a return for a refund and placing a new order online.
Faulty Goods:
If you suspect any faults with your received items, please promptly email us. To assist in resolving your issue, provide a description of the fault, your original order number (or order name and date), and photographs showing the problem area. Please ensure that the photos include:
- The inside of the shoe displaying the label
- The side profile of the shoes
- The outer sole of the shoes
- Close-up photos of the fault and the entire shoe
Once we have this information, we will consult the manufacturer on your behalf. In cases of a genuine fault, we will offer to repair or replace the shoes. If repair or replacement is not feasible, a credit or refund will be issued. Please note that the faulty pair of shoes must be returned to us using our free returns service before we can proceed with a replacement, credit, or refund.
Keep in mind that manufacturing defects typically become evident immediately or within the first couple of months of wear. After extended wear, it becomes challenging to distinguish between excessive wear and tear and a genuine issue with the shoes. Proper care and appropriate use of shoes are crucial to maximize their lifespan.
Changes to These Policies:
We may periodically update these shipping and return policies to align with changes in our practices or for various operational, legal, or regulatory reasons.
Contact Us:
For questions regarding the return or exchange of your item, please feel free to email us at contact@treadbaerfoot.co.uk or visit our Contact Us page.
