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FREE UK RETURNS SERVICE
Valid via Collect Plus Only

Delivery & Returns

Standard Delivery in the UK

Standard delivery service will either be by Royal Mail recorded service or for larger parcels Parcelforce or UKMail, however, you should allow 3-5 working days for delivery to allow for packing, dispatch and weekends. For this service we charge £5.95. We do our very best to dispatch all orders received before 2pm the same day (subject to availability)

This is a fully traceable service and will require a signature upon delivery, therefore, if you are likely to be out please use the alternative delivery options facility when placing your order.

Express Service

We also provide a 24 hour service at £7.95. Orders must be received before 1pm (during the working week). Orders received after this time on Friday and over the weekends will not be dispatched until the Monday. Please note that we do not operate a Saturday delivery service, Friday orders (placed before 1pm) will be received Monday.  Emergency requirements can be catered for but an additional £15 charge is made due to the massive premiums the couriers impose on us.  Please call 0845 263 8925 if need your shoes for Saturday!

Please note that the service does not operate at weekends.

Delivery Overseas

We can now deliver to anywhere in the world using Royal Mail Small Packets, signed for service. This facility is now totally automated so just shop as normal by adding items to your basket then complete the information as fully as possible at the checkout.  Its vital that you give as much postal address information as possible to ensure no delays are incurred. As a guide a pair of shoes to EU countries is approximately £9.50 and boots £15. Shipping to the Rest of the World would be £13 for shoes and £22 for boots.

Returns

We operate a 14 day money back guarantee (date taken from when you received the goods as this is a trackable service)

If for any reason you are not happy with your purchase then please complete the returns form provided and return the unworn shoes within 14 days.

FREE and convenient returns with CollectPlus

You can now use CollectPlus to return your parcels to us!

CollectPlus is a convenient way to return parcels via local shops, petrol stations, universities and shopping centres, and it is a service trusted by thousands of busy people every day. There are over 5,800 CollectPlus stores, open from early in the morning until late in the evening, 7 days a week.

Simply visit https://www.collectplus.co.uk/returns/new/katielongshoes  to find your local CollectPlus store and to obtain your returns label.

Enter your order number and your email address, then print and attach the label to your parcel, ensuring any outbound delivery labels are removed or covered.  Drop off your parcel in your chosen store, where you will be given a receipt with a tracking code. You can track your parcel yourself, at https://www.collectplus.co.uk/track/new

Please note, you must obtain and stick your returns label to your parcel before taking your parcel into a CollectPlus store. CollectPlus will not accept responsibility for parcels handed into a store without a CollectPlus returns label.

You can return parcels with cabin baggage dimensions 60 x 50 x50cm and up to 10 kg using CollectPlus

You can find your nearest CollectPlus store by clicking here https://www.collectplus.co.uk/store_locator and use the ‘Find a store’ search at the top of the page. Alternatively, you can text COLLECT and your postcode o 84555 (e.g. COLLECT WD17 1HP). Texts from 84555 are free to receive. Texts to 84555 are charged at your standard network rate. Full terms and conditions can be viewed here http://www.collectplus.co.uk/smsterms

Please note Collect Plus is for UK returns ONLY we do not operate a FREE returns service for overseas clients.  If you return your parcel by other means you will not be reunded for your return costs.  FREE returns is ONLY  available via COLLECT PLUS

All monies owed will be refunded in the same way they were paid for, within 5 working days of receipt of returned goods. 


Items returned after 14 days will be accepted at our discretion, and if they have since entered the sale may only be refunded at the sale price.

Goods returned to us which have clearly been worn or damaged in transit due to bad packaging will be returned to you.

Please note this does not affect your statutory rights under the Sale of Goods Act.   We pride ourselves on sourcing quality products but should you need to reject goods arising from manufacturers defects etc we will of course look to replace, repair or refund the cost of the goods including return postage. 

Exchanges

We are happy to exchange your shoes for an alternative size should they not fit.  Shoes should be returned, using the form on the back of your invoice, within the 14 day period as with returns above. Please take care in packaging the goods so that they are received in a re-saleable condition.

UK exchanges are free of charge (on the first exchange, subsequent exchanges will be charged at the standard rate) but for overseas exchanges there is a second delivery charge, due to the cost of shipping.  In this case you should include your payment card details on the returns form so that we can take payment quickly an easily and dispatch your replacement shoes as soon as possible.