Shipping and Returns
PLEASE NOTE: WE DO NOT DISPATCH OUTSIDE THE UNITED KINGDOM.
We do although, deliver to BFPO addresses using Royal Mail. We charge a flat rate postage of £4.95 per order (maximum 10 items). If your order is over 10 items we will consider it as a new order and you will be asked to pay another charge of £4.95. The Boot Tree Ltd reserves the right to decline orders for bulk or high value purchases.
Orders are sent by the courier company DPD UK, unless the delivery address is in Northern Ireland or Channel Islands, in which case we use Royal Mail recorded delivery service. DPD delivers Monday to Friday, from 09:00 to 17:00.
Please allow up to 3 to 5 working days for your order to be processed. Please allow some extra time during the busy summer season, school holidays, as well as bank holidays due to the high volume of orders. For urgent orders please contact our mail order line and we will let you know how we can help.
A signature is mandatory, and we kindly ask customers to provide us with a trusted delivery address, where someone will be present to accept the parcel and sign for it. Our deliveries are address to address, not person to person, so DPD drivers will allow whoever answers the door to take receipt of the parcel.
You can request your parcel to be left at a safe place when ordering on our website, however, DPD have the liberty to decide whether the requested place is safe enough. If they decide it is not, DPD have the liberty of refusing to leave the parcel and will take it back to their depot and leave a calling card. If no one is available to accept the parcel, DPD will leave a calling card and will attempt another delivery the next working day, unless you respond to a calling card, in which case you will have an option to arrange an alternative working day or collection from your local depot. Please ensure the delivery address is correct before confirming the order, and contact us immediately, if you believe you made a mistake.
In case your delivery address is different to your invoice address, please provide us with both, as we need the correct address that matches your card in order to process the payment. If you provide us with the incorrect delivery address and your item is delivered to the incorrect address, we are not liable in case the parcel cannot be retrieved. Please also be aware that if you ordered multiple items, the products may be sent from multiple locations and hence arrive separately. If you received an order and think it is incomplete, please allow a little extra time before contacting us.
Methods of Payment
NO PAYMENT IS TAKEN FROM YOU UNTIL YOUR GOODS ARE READY FOR DISPATCH.
We accept the following Credit and Debit cards: VISA, AMEX, MASTERCARD, MAESTRO, and VISA/DELTA. Unfortunately we are unable to accept cheques as a method of payment for Mail Order.
Please note that our payment system does not recognise foreign invoice addresses. For this reason, we cannot guarantee that the transactions where customers are using a non-UK registered card as a payment method will be successful. In some cases, our team may be able to verify this type of transactions manually. However, this may cause delays, and sometimes your bank may reserve multiple amounts as authentication. Please note that we would not charge more than once, but extra funds may be kept reserved by your bank until they are reversed back to your account and made available for you to use. If possible, we kindly ask customers to always use UK registered cards to avoid this kind of inconvenience. The Boot Tree Ltd. reserves the right to refuse any order placed using a non-UK registered card.
Please ensure to provide us with the correct invoice address details. We need the exact address your card is registered to in order to process the payment. Your delivery address can be different to your billing address. Please add it separately, and make sure it is marked as your delivery address when confirming the order.
It is important to provide us with the correct payment details such as the correct card type, long card number, valid from (if applicable) and expiry dates, and the SID (security code) in order to avoid delays and cancellations due to unsuccessful transactions. In case we have issues taking payment, we will endeavour to contact you by email as soon as possible. When placing an order please check that your email address is spelt correctly, and add us to your contact list to avoid the email ending up in your Spam or Junk mail folders. Orders are kept pending for three working days, after which they will be automatically cancelled. Please note that it is best to contact us before replacing the order online to avoid further delays or issues with stock availability.
When you make a purchase on this website a system called SagePay is used to take payment. This provides a secure, encrypted gateway between your bank and us. SagePay has been audited and approved by APACS, Visa and MasterCard and is an approved payment solutions provider for Lloyds TSB Cardnet, Barclays Merchant Services, HSBC, American Express, Halifax, and Bank of Scotland. We do not take payment until your order is ready for dispatch. However, SagePay makes a so called Pre-Auth, also called authentication, on the full or part amount of your order. This means that it contacts your bank which "holds" the amount for about three working days making it available for us to take once the order is ready. Sometimes, if we send out your order within the three days it might mean that your bank keeps the transaction in that status - so two amounts might appear to be processing. Please be aware that this is a banking process we do not have control of and you might need to contact your card provider directly for more details. Once the three days have passed you will just have the one payment on your statement. However, if you have any queries regarding the payment, please contact us and we will look into this for you. Please note that the name appearing on your credit or bank account statement will be our trading name 'The Boot Tree Ltd'.
We aim to keep our stock levels at a reasonable amount depending on the season, the style of the footwear and popularity of the item.
All goods are subject to stock availability. After placing an order, you will receive an email from us acknowledging that we have received your order. This means that we received your request for the goods, but does not mean that your order has been accepted.
Due to high traffic on the website, some items may occasionally sell out before the order is ready for dispatch. Should we run out of stock, we will not be able to fulfil your order, and hence it may be cancelled. If you ordered multiple items, and we do not have part of the order, we will remove the unavailable items from your order, so we could dispatch the remaining ones. We will endeavour to notify you of any such issues as quickly as possible via e-mail.
We hope you are delighted with your purchase. However, should you wish to return your purchase you will receive a refund or exchange when returning your order within 30 days upon receipt of purchase.
All orders returned within the first 14 days after receipt of purchase will have the delivery charge refunded but not the postage on returns.
Orders returned due to a fault will have all postage costs of returns refunded.
To obtain a full refund please return the goods in a saleable condition in their original packaging together with the RMA (Return Merchandise Authorisation) number. We reserve the right to reduce the amount refunded should goods be deemed in an unsatisfactory condition.
Gift vouchers and credit notes if available cannot be redeemed for cash or refunded once purchased or issued.
We cannot accept returns on Special Orders.
Items bought as gifts can only be refunded or exchanged with the permission of the original purchaser together with a proof of purchase.
Only by prior arrangement and under exceptional circumstances may we accept shop based purchases returned to our office premises.
Refunds will be paid onto the purchaser’s card only.
How to Return or Exchange
1. There is no prior requirement to contact us in order to return your purchase.
2. Go to your account and select RMA>Request New RMA. Indicate the order and item/s for return and then submit. Once we approve the request (usually within 1 working day) please print the RMA label/number.
3. Please wrap the item securely using the original shipping material or suitable postage packaging.
4. Be certain to enclose your approved RMA label/number.
5. When returning footwear, send with the original box and do not treat as the outer packaging otherwise a £5 re-boxing fee will apply in either instances.
Return the parcel to;
The Natural Shoe Store
1 Addison Bridge Place
London W14 8XP
It is entirely your choice which postal service to use when returning your order. However, we recommend a recorded delivery service for your protection and to obtain proof of postage. Unfortunately, we cannot reimburse goods lost in transit.
We aim to process a refund within 5 working days of receiving the items. Please allow an extra 3 to 5 working days for the refund to appear on your statement.
For exchanges, all stock is subject to availability. Please allow 3 to 5 working days for your exchange order to be processed. If the item you requested for exchange has a price difference from the item you are returning we are unable to process the exchange directly but instead provide a full refund and then purchase the exchanged item as a new order. In this situation we will endeavour to contact you via telephone or email to advise how to proceed.