FAQ

How long will it take to ship my order to Worldwide/Europe/UK

Denim, Shirts and Bags

These items are posted using Royal Mail and take between 3 to 5 days to reach their destination in the UK from the point of despatch.

For European orders we use Parcelforce Euro 48 hour. Most orders are guaranteed to reach you in 2 working days however some countries may take 5 to 6 working days. Please note that this is 2 days from the date of despatch. International orders are sent via Parcelforce's Scheduled Service and should take no more than 7 to 10 days to reach their destination. (USA and Canada – 6 working days approx.)

Boots/Shoes

Footwear is sent using Parcelforce-48 to the UK, Parcelforce Euro 48 hour to Europe and Parcelforce Scheduled to the rest of the world. You can expect your goods within 2 working days from the point of despatch.

Time to despatch from placing order

If you order before 12pm on a weekday, goods will normally be despatched the same day. Generally speaking we aim to despatch goods within 24 hours of your order, provided your goods are in stock.

How do I track my order once it is despatched?

If your order has been despatched with Parcel Force you can call us on 07000 256 447 (+44 121 237 5510 for international customers) Monday to Friday, 10am - 5pm UK time, and we will provide you with a unique tracking number that you can use to view your parcel's progress through every stage of it's delivery at the Parcelforce website www.parcelforce.com

Orders sent via Royal Mail cannot be tracked until they have been delivered. If 15 working days pass without a delivery we will class the parcel as 'lost' and either send you out a new item free of charge, or offer you a full refund.

I am an International customer and would like to know the approximate amount I am spending in my own currency. How can I find out the latest conversion rates?

You can go to www.xe.com/ucc/ which offers our customers the latest conversion rates. If you enter the amount of GBP£ (the total price your order comes to) you can convert that amount into your own currency. Also when an order has been placed, and you have entered your address details etc there is a currency converter link on the final 'Summary' page where you may check your full order value in your currency including the applied shipping charge. NB: Though the amount shown on 'The Universal Currency Converter' should be reasonably accurate, it may not be the exact exchange rate that is offered by your nations bank and so we also advise you to contact your Bank or Postal Office to obtain the exchange rates they offer.

I am ordering shoes/boots from Europe/USA/Rest of World and I am unsure what my shoe size would be in England.

Please use our Size Help section. Alternatively, you can call one of our customer services representatives who will help you with any size or fitting questions

I have ordered the incorrect size and need to exchange for a different size. How do I go about returning the goods?

Any returns must be wrapped to protect the box. We really do not mind what is used as long as the box or item is fully protected. If you are returning goods outside of our 7 day return policy, any return postage costs will be charged to the credit card used in your original order or if you wish to use another card or send a cheque please outline this in the note that accompanies the returned goods. You must include the returns note supplied for you on our website, stating what action is to be taken i.e. different size, different colour, refund

NOTE: Please fully read our terms and conditions on our Website. Alternatively see our Returns and Refunds link under the Customer Services section for our full returns policy.

The goods I bought from you appear faulty. What shall I do?

The decision as to whether the item is truly faulty will be down to one of our experienced Retail Managers or down to the expert opinion of the Manufacturers Representative. If it is thought that the goods are faulty then we will then cover the cost of return postage to us and we will gladly replace or repair the goods. If however it is thought that the goods have been damaged or tampered with or have had excessive wear no exchange will be granted and all postage/shipping costs will have to be covered by the customer.

Note: If you are returning any goods from Europe or Worldwide, particularly the USA, please note on the package that they are RETURNED GOODS.

I do not feel confident about sending my payment details via the Internet. Can you advise me of an alternative safe method?

The most secure method of sending your credit card details to us is via the Secure Server on our Website. All information is encrypted and can not even be seen by any members of our staff – we can only authorise your bank to release the payment. If you wish, you may speak directly to a customer services representative over the phone and they can process your order for you. Please call 07000 256 447 for assistance.