Frequently Asked Questions and Sizing
FAQs:
How long will be order take?
Most orders are dispatched within 5 days of being placed, however, many items are available for immediate dispatch. If you require your item quickly we would advise calling on 01706 829955 to ensure that the item is available to send. Sale items are available for same day dispatch if you order before 4.00pm. If you require next day delivery on an item please give our sales team a call on 01706 829955
When do you take payment?
Payment is now processed once your order has been received. If the item you have requested is currently out of stock, payment should not be processed and you will be contacted by email with alternative options.
Can I send them back?
Yes, you can return your order within 7 days for either an exchange for a different size, colour or style or simply for a full refund. Please ensure the goods are returned in an unused condition. If your order is returned outside of the 7 days then we will be unable to offer a refund, just an exchange or credit and postage will not be refunded.
Please note: We are unable to accept any returns for exchange for a different size, style or colour on any of the Clearance & Sale items.
The boxes are part of your order and should be returned as supplied to you. When returning the parcel to us it is a good idea to turn the Parcelforce bag inside out and stick our address on the outside, rather than writing on the box.
Items returned outside of the 7 days may be liable to a £10.00 restocking fee.
What do I have to pay for when exchanging?
Items returned for exchange will be subject to a reshipping fee of £6.95, however orders which were not applicable for free delivery will not be charged a second P&P provided they are returned within 7 days.
Can you deliver to a different address or to a friend/as a gift?
Yes, we are able to deliver to a different address from that of the cardholder. Simply just tick the box which says 'deliver to a different address' when ordering online, or if you prefer to place your order over the phone then you will be asked the address where you would like your order to be sent.
Can I order online and pick up in store?
Yes, simply complete your order as usual and contact us telling us what you would like to do. We do now ask for a 50% deposit to be paid on items that are brought in from our warehouse especially for you.
What material are your boots and shoes made from?
Unless stated otherwise, all items have a man-made upper and man-made lower.
I don't like giving out credit card details online – can I place my order over the phone?
To order over the phone call our friendly sales team on 01706 829955. They should also be able to help with any queries you may have.
How would my order be shipped?
Orders are dispatched with Parcelforce. Once your order has been dispatched you should receive an email from Parcelforce with the tracking details so the delivery can be tracked online. Some smaller items, and free P&P exchanges are occasionally sent with Royal Mail. A signature will be required on delivery. All orders are discreetly packaged.
I need my order straight away, can you ship ASAP?
Most orders are dispatched within 5 days, but if you need your order sooner certain styles are available for immediate dispatch. We can offer a next day delivery service on all sale items if the order is placed before 4.00pm. It is best to give us a call on 01706 829955 if you require your item the very next day.
Sizing:
What size do I need?
If you have not bought shoes or boots from us previously then you may not be aware that most people need to increase their shoe size by one in high heels, and the broader foot sometimes needs to increase by two. If anything our footwear is on the small side so ordering a size up ensures a comfortable fit for most. Don't worry if you get it wrong the first time, just send them back and complete the returns form and post the order back to us. If at all possible come along and see us, if only to get your sizing correct for future orders. If all else fails then give our team a call.
Why are there two sizes on the shoes/boots?
This can be a little confusing, yes we know - one is a UK size, and the other is a USA size. Our conversion is two, so a USA ladies 8 is a UK 6.
I'm usually a size 5 in my slippers – would a size 6 be too big?
Probably not - most customers order a size larger than usual in high heels for a comfortable fit. You may wear your usual size in open toe sandals, but more than likely in court shoes and boots you will wear the next size up.
Can I order two pairs and send one back?
Yes you can – if you feel you don't have time to wait for an exchange pair to arrive if the pair you have ordered doesn't fit then you can order two pairs and return the pair that isn't required for a credit.
For Oversea orders, please see our International site: www.alternative-footwear.co.uk/international
If there is something else which we haven't answered for you here then please do not hesitate to contact us.
