Frequently Asked Questions

Q. How can I pay?

A. We accept Paypal, postal orders and cheques from UK purchasers. You can also phone us on 07852 689475 or 07852 689476 and pay by credit or debit card. Paypal only from overseas purchasers however International Postal Orders are accepted from some EU countries - please check first.

Q. When is payment due?

A. Payment is required within 7 days of purchase.

Q. Who do I make cheques/postal orders payable to?

A. L Moore & K Burnel

Q. Where do I send my payment?

A. Bootsnshoesnstuff, Unit 5 Headley Park Nine, Headley Road, East, Woodley, Reading, Berks RG5 4SQ.

Q. How long do you allow for cheque clearance?

A. We must allow 7 full days for a cheque to clear.

Q. Do you offer special discounts for bulk orders?

A. Sometimes - just email us and ask.

RETURNS QUESTIONS

Q. If it doesn't fit, can I return it?

A. We operate a No Quibble 14 Day Refund/Exchange Policy. A full refund will be given providing goods are posted back within 14 days of receipt, as new, in original undamaged packaging and the buyer pays the return postage costs. More information on the Returns Procedure can be found on our Terms and Conditions page.

Q. Where do I send my return?

A. To Bootsnshoesnstuff, Unit 5 Headley Park Nine, Headley Road East, Woodley, Reading, Berks RG5 4SQ. Please enclose the Packing Slip with your return indicating your requirements. If you have thrown this away, please enclose a note giving your full name and email address. When returning an item it is strongly recommended that the Recorded Delivery (Signed for) service is used as we cannot take responsibility for undelivered items. In the event of loss of a returned item, it is the sender's responsibility to pursue a claim through Royal Mail.

Q. How will you refund my money?

A. If you paid by cheque or postal order, we will send you a cheque. If you paid by Paypal or credit/debit card, we will refund directly into your account.

Q. How long will it take to get my refund?

A. Refunds are made the same day that a return is received.

POSTAGE QUESTIONS

Q. Do you post to (country)?

A. We will post most of our items worldwide. If the shipping price is not quoted, please email us.

Q. When will you dispatch my item?

A. Items are dispatched either the same or the next working day after payment has cleared.

Q. Is my parcel trackable?

A. All UK orders are trackable online. If you require a Tracking Number for an overseas order please purchase the International Signed For postage service.

Q. Do you offer a postage discount?

A. We charge a flat rate for UK first class postage. Other services are also available (see item description). Our overseas rates are also very competitive and therefore we do not offer further postage discounts.

Q. What happens if my item gets lost in the post?

A. We obtain a generic Proof of Postage Certificate for all items sent. Normal UK delivery times are 1-3 working days for First Class.

However, Royal Mail "do not consider parcels to be lost until 15 working days after the expected delivery date (this does NOT include Sundays and Bank Holidays) & 25 working days for overseas mail , 10 working days for Special Delivery parcels".

Therefore, in the event of non-delivery, we cannot pursue a claim with Royal Mail and/or replace or refund an item until the relevant amount of time has elapsed.

In the meantime, please contact your local Royal Mail Sorting Office to see if your item is being held as an undelivered package as we often find this to be the case when the postman has forgotten to leave a card!

Q. How long will my item take to arrive overseas?

A. We do not use Surface Mail. All overseas items up to 2kg are posted via Air Mail which takes 7-10 working days depending on country.

GENERAL QUESTIONS

Q. Can I collect?

A. Collections are welcome from our warehouse at Unit 5, Headley Park Nine, Headley Road East, Woodley, Reading RG5 4SQ. Our opening hours are:

Mon, Thurs, & Fri	10am-2pm
Tues	9.30am-12.30pm
Weds	1pm-4pm
Sat	10am-1pm
Sun	Closed

The reception is unmanned at certain times at the weekend so you may need to phone on arrival - 07852 689475 or 07852 689476

Q. What is my equivalent UK/EU/US shoe size?

A. Please see the Size Conversion Chart page.