Delivery and Orders
Q: Who do I contact about my online order?
A: You can contact our Mail Order team, who has full access to all sales records and will be able to help you with your query. Click on the Contact us link on the left of the page for full contact details. Please quote your order or customer number so we could access your details.
You can send us an email to email@example.com.
You can speak to us during regular office hours from 9am to 5pm Monday to Friday on 0800 132 194.
The Natural Shoe Store Customer Services
1 Addison Bridge Place
London W14 8XP
Q: How do I track my online order?
A: Sign into your account here and look under 'Current Orders' where you will be able to view all open orders and the stage they are at.
Q: How long will it take for my order to come?
A: It depends on the item you have ordered. Some items might take longer to dispatch than others depending on their availability and location. We normally quote up to 3 to 5 working days for delivery. However, it might take up to 7 or more days during our busy times in the summer or around bank holidays. Please also be aware that if you ordered multiple items, the products may be sent from multiple locations and hence arrive separately. If there is going to be a delay in despatching your order, you will be contacted by us. For urgent orders it is best to contact us by telephone and we will let you know how we can help.
Q: What methods of payment can I use for my online order? What happens if there is an issue with the payment?
A: If you are ordering via this website, then you need to pay by credit or debit card. We accept the following Credit/Debit cards: VISA, AMEX, MASTERCARD, SWITCH, VISA/DELTA, ELECTRON. Please ensure to provide us with the correct billing 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. 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. 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.
Q: It looks like I've been charged twice, what do I do?
A: When you make a purchase on www.thenaturalshoestore.com 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 despatch. However, SagePay makes a so-called Pre-Auth, or 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.
Q: What will appear on my credit card or bank account statement?
A: The name that appears on your credit card or bank account statement when we charge you will be 'The Boot Tree Ltd'.
Q: What happens if I don't like the items or they do not fit?
A: Please follow the Returns Policy stated on our website. If you send the item back to us in its original condition and within the stated period, you can either get an exchange, providing we do have an alternative item in stock, or have a full refund. Terms and conditions apply. Please read the Returns policy for more information, or contact our mail order line on 0800 132 194.
Q: What is The Natural Shoe Store's address?
A: If you are returning goods for refund or exchange please send them to:
The Natural Shoe Store Mail Order
1 Addison Bridge Place
London W14 8XP
Q: I am going away for a month. Can I return the item when I get back?
A: Our Returns Policy for mail order states that goods should be returned within 30 days of receipt. It is at our discretion to accept goods outside the Returns Policy. Please contact us in advance, and we will let you know how we can help. Please note that goods purchased at one of our Retail stores must be returned within 14 days of purchase.
Q: I’ve been bought some shoes as a gift but they don’t fit, can I return them without proof of purchase?
A: Unfortunately we do require some kind of proof of purchase for all returns. We run as an independent retail company both within the UK and internationally and we can only accept returns for goods bought directly from our mail order or Retail Stores in London. Please contact the person you received your gift from, and we are sure they will be happy to assist you. We do have access to all mail order sales records, and even if you cannot provide us with the actual Packing slip as proof of purchase, please quote the mail order number or at least provide us with the contact details of the buyer, and we will do our best to help. If your gift was purchased from one of our Retail stores, however, we will require the original receipt or a copy of it. In cases where the original payment card cannot be provided, any refund will be at the discretion of the manager. However, we will be happy to process an exchange for the same amount.
Availability, Styles and Brands
Q: Why are you sold out of the product I want?
A: We are very sorry if an item you would like to order is sold out or is delayed. We do try and make sure that as many items as possible are in stock. Our buyers are dedicated to trying to predict sales and how many of each colour and each size of each individual product we should order. Unfortunately sometimes some products do better than others and it's not always predictable. We do sincerely apologise if an item that you want to order is out of stock and hate this problem as much as you do.
Q: Why don't you order more stock?
A: We try and hold a realistic amount of stock that works well for our business and our customers, as we've mentioned before some items surprise us in their popularity.
Q: Why don't do you more styles and colours?
A: After 25 years in the business we have realised that as try as we might, we can't please everyone. We endeavour to have a good range of styles and sizes that will suit the majority of our customers - and that will also sell!
Q: Why don't do you do more vegan styles? A: We know that there is growing demand for both vegan and ethical styles. We have recently had some vegan styles specially made by Birkenstock for the UK market, and if they do well we will be expanding this range. In the meantime, we're also looking at other suppliers and if they live up to our high standards of quality and comfort we hope to be increasing our range in the future.
Q: Why don't you do my favourite style anymore?
A: We apologise if we are not carrying a "favourite" of yours - if it's no longer available it's generally because the manufacturer has discontinued it, or it simply did not sell as much as we'd like.
Q: Why does it sometimes take so long to get more supplies of an item?
A: If it looks like an item will run out, we do try and re-order in plenty of time but footwear can still take some time to arrive with us. Please call our order line 0800 132 194 for more information.
Q: Why can you not guarantee the item is in stock if it is showing there is 1 or 2 in stock?
We advise our mail order team to warn customers that there is a chance that an item might not be available if there are fewer than three showing as "in-stock". Although we do regular stock-takes and the level should be accurate, there is occasionally a small discrepancy. Human errors are sadly unavoidable in this area. We'd rather warn you sooner than have disappointment later.
Q: Why don't you always offer free returns when other mail order companies do?
A: Unfortunately we are a small company and to offer free returns would require price rises in the products. We try and avoid hidden costs.
Q: I forgot to include something in my order placed earlier today. Can I add to it?
A: If the order hasn’t been dispatched yet, you may add/remove items. Please contact our mail order line on 0800 132 194 as soon as possible and we will let you know how we can help.
Q: How long does it take to process my return?
A: We will always try and process your return as quickly as possible, usually the same day we receive the goods back. However, please allow up to 2-3 working days. Please note that it may take another 3-5 working days for a refund to show on your statement (depending on the bank. Also, in case you require an exchange, please allow a few working days for the new order to be processed and despatched. All products are subject to availability, and we will let you know in case an item is not available for exchange.
Privacy & Security
Q: Why do you want personal details such as my telephone number, e-mail address etc.?
A: We ask for these details so we could contact you in case there is a problem with your order. For example, we run out of stock, we are unable to take payment, or there is a delivery problem. We might also contact you via e-mail with special offers and information. We do not make e-mail addresses or telephone numbers available to other companies.
Q: How secure are my details?
A: Our secure-server software encrypts all your personal information including credit or debit card number and name and address. The encryption process takes the characters you enter and converts them into bits of code that are then securely transmitted over the Internet. We use Secure Sockets Layer (SSL) software, which encrypts information you input. We reveal only the last four digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing. We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information. Our security procedures mean that we may occasionally request proof of identity before we disclose personal information to you. Here are some precautions we recommend you take: if using a public computer (such as in a library or Internet café) always log out when you have finished shopping on www.thenaturalshoestore.com. Keep your passwords to yourself. Anyone who knows your password can access your account. Try not to write down your passwords. When creating a password, use at least eight characters - a combination of letters and numbers is best. Do not use dictionary words, your name, your partner's name, your e-mail address or other personal information that can be easily obtained. You should change your password frequently. Avoid using the same password for accounts on different websites.
Fit and Sizes
Q: What happens if I don't like the products or they do not fit?
A: You can return your order back to us and get an exchange or a full refund if you follow our Returns Policy.
Q: I'm confused about sizing! How do I know my size?
A: Sizes might vary from brand to brand and from style to style even within the same brand. A lot also depends on the shape of each individual’s feet. However, some styles might be more generous than others. If you have a query about a certain style, please do not hesitate to contact us for more information. Remember, that we do accept returns, in case a product does not fit.