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.
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.
Do ensure the delivery address is correct before confirming the order and contact us immediately if you believe you made a mistake. Should your delivery address be different to your invoice address please provide us with both, as we need an address that matches your payment card in order to process the payment. If you provide us with the incorrect delivery address and your item is delivered to this address, we are not liable should the parcel not be retrieved.
Please allow between 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. We kindly request our customers provide us with a trusted delivery address where someone will be present to accept the parcel and sign for it. Our deliveries are to the address, not person in particular and therefore DPD drivers will allow whoever answers the door to take receipt of the parcel.
You can request your parcel be left in a safe place when ordering online. However, DPD have the liberty to decide whether the requested place is safe enough. If they decide it is not, DPD will take the parcel back to their depot and leave a calling card. If no one is available to accept the parcel, DPD will also leave a calling card and attempt another delivery the next working day. You do have the option to arrange an alternative working day to receive your delivery or to collect from your local depot. Simply contact DPD using the contact details provided on the calling card.
Please be aware that if you ordered multiple items, the products may be sent from multiple locations and could arrive separately so if you believe an order is incomplete please allow a little extra time before contacting us.
Methods of Payment
We accept the following Credit and Debit cards: VISA, AMEX, MASTERCARD, MAESTRO, VISA/DELTA and PayPal payments. Unfortunately we are unable to accept cheques as a method of payment for Mail Order.
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.
Registered customers: Go to your account and select RMA>Request New RMA. Indicate the order and item/s for return and then submit.
Guest checkout customers: Click here to submit a RMA request.
Once we approve the request (usually within 1 working day) please print the RMA label/number.
2. Please wrap the item securely using the original shipping material or suitable postage packaging.
3. Be certain to enclose your approved RMA label/number.
4. 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.