Fresh Soles

16 Dolphin Lane, Melbourn, Royston, Herts SG6 8AE

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The Answers You Need

FAQ

How much are shipping costs?

Standard shipping costs to the UK are free.  All orders will be sent out by 2nd class post.  You can pay an additional charges for your order to be sent out by Expedited shipping.  The options are available on checkout.


Shipping costs overseas are calculated at checkout.


We aim to process all orders in 24 hours, you will receive a confirmation email.

The time since I placed my order has gone over this period what do I do?

First please check if the correct address including postcode was given. Replacements and refunds will not be given if you have given us the wrong postal address to send your order to. In the UK if the address is right but the postcode incorrect, those parcels are usually eventually returned to us but this takes a few weeks. Some wrongly addressed international orders also make their way back to us. We will then contact you to let you know what has happened and go through your options with you for redelivery or a refund. Note you are responsible for giving us the correct address.


Please check the estimated delivery time and then for the UK add three days in case of delays in transit. Once this delivery time has passed you should contact your local Royal Mail depot giving your house number and postcode as cards are not always left. After you have followed these steps and the Royal Mail have confirmed they do not have your order, you must contact us within 14 days in writing/email stating order number and date of order.


Note that Royal Mail does not deem a 1st class UK parcel to be lost until 18 working days have passed from the dispatch date which is their 15 working days plus their 1 to 3 day expected delivery time. Overseas orders can take up to 42 days to arrive so please wait until this time has elapsed before contacting us.


If you fail to collect or arrange collection of an item when notified by the Royal Mail (or equivalent for overseas customers) that they were unable to deliver to you, it will usually result in the item being returned to us as non-deliverable after approximately ten days of non-contact from you. (Longer for overseas customers). When this happens, we will notify you as soon as your order arrives safely back with us. In these circumstances you will be responsible for any additional cost incurred by us to re-send the item to you.


Please contact Customer Services and we will look into the situation for you. We will need to know either your transaction reference given by Paypal or the email address you used to complete the transaction. All claims of non receipt of goods must be made within 30 days from receipt of confirmation email.


Where products have not arrived from the date ordered, we do not accept any liability unless you have advised us via email at within 30 days from the date on which you originally ordered the product. (60 days for Overseas)


If you have not notified us of non receipt of goods within the time limit specified, we cannot offer a refund or replacement.

How do I cancel or change my order

Providing the order is not awaiting despatch or has been despatched it can be cancelled or changed by contacting Customer Services If your order has already been despatched or you have received your order and have changed your mind, please contact Customer Services within 7 days of receipt for a Returns number, they will email you the process to return an item.

What is your return policy?

Please note all items must be returned unworn and unused complete with tags in their original pack, bag, box etc, the items must be in a saleable condition, failure to do so the goods will be returned to the buyer.  Returned items must be received within 14 days of receipt of order, orders after 14 days may incur a penalty or returned to the buyer.  We also advise obtaining proof of posting of your returned items or you may want to insure your returned goods for their full value when posting it as we cannot be held responsible for lost or misdirected returns. The Distance Selling Act states that the customer is responsible for taking reasonable care of the goods until they are returned to the supplier.  If you wish to exchange an item, please fill in the form that arrives with your order.

Which payment methods do you accept?

We accept all major cards and Paypal.