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FAQs

Delivery & Orders
  • How do I track my online order?
    Sign into your online account with us and view the progress of recent orders immediately or otherwise select 'My Orders' where you will be able to view all your order history.
  • How long will it take for my order to arrive?
    It depends on the item you have ordered. Some items may take longer to dispatch depending on their availability and location. We normally quote up to 3 to 5 working days for delivery. However, it may take up to 7 or more days during our busier 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 dispatching 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.
  • Who do I contact about my online order?
    You can contact our Mail Order team, who will be happy to help with your query. Please quote your order number so we could access your details.

    By e-mail:
    [email protected]

    By phone:
    During regular office hours 9am to 5pm Monday to Friday on 0800 132 194.

    By post:
    Mail Order Team
    The Natural Shoe Store
    1 Addison Bridge Place
    London W14 8XP
Payment
  • What will appear on my credit card or bank account statement?
    The name that appears on your credit card or bank account statement when we charge you will be 'The Boot Tree Ltd'.
Returns
  • Can I return items without proof of purchase?
    Unfortunately we do require some form of proof of purchase for all returns even those gifted. We run as an independent retail company both within the UK and internationally and we can only accept returns for goods bought directly. 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 purchaser and we will do our best to help. In instances 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.
  • How long does it take to process my return?
    We will always try and process your return as quickly as possible, usually the same day we receive the goods. 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 who you bank with. With regards to an exchange, please allow a few working days for the new order to be processed and dispatched. All products are subject to availability, and we will let you know if an item is not available for exchange.
  • I am going away for a month. Can I return the item when I get back?
    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.
  • What is the address for returns?
    If you are returning goods for refund or exchange please send them to:
    The Boot Tree Ltd
    The Natural Shoe Store Mail Order
    1 Addison Bridge Place
    London W14 8XP
Privacy & Security
  • Why do you want my personal details such as telephone number and e-mail?
    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.
Fit & Sizing
  • I'm confused about sizing, how do I know my size?
    We recognise that sizes and widths can vary from brand to brand and even style to style within the same brand. The website provides a Size Guide to assist with international conversions and can be found for every footwear selected. Remember, we do accept returns should a fit not be suitable.
  • What happens if I don't like the item or they do not fit?
    Please follow our Returns Policy available to view 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 if the item is in stock, or receive a full refund. Terms and conditions apply.
Repairs
  • Can you repair my Birkenstock's purchased from you?
    From 1st January 2018 The Natural Shoe Store is unable to assist with Birkenstock repairs and advise that you contact instead either the Birkenstock manufacturer directly or visit your cobbler. Our subsidiary wholesaler no longer supply Birkenstock and therefore we are regrettably unable to provide branded replacement parts.
Weatherproofing
  • What is the difference between water-resistant and water-repellent?
    Water-resistant products have the lowest level of resilience offering some water protection. Sometimes the material has been coated with a very light substance making water penetration more difficult and is usually able to withstand a light rain shower.
    Water-repellent products provide greater protection than those that are water-resistant but not sufficient to be labelled waterproof. Water-repellent products are usually coated with a more resilient substance to make water penetration even more difficult.
  • Why does "waterproof" sometimes penetrate water?
    There is currently no established industry standard for classifying a waterproof product. Leather footwear is not able to be 100% waterproof but the manufacturer makes them as waterproof as the material will allow whilst still enabling the foot to breathe. Some products are constructed with a limited number of seams and use waterproof thread to reduce the chances of water getting in.
    To enhance water resiliance and durability apply a suitable protector before wearing and after each clean.