Delivery & Returns Policy

Delivery

All deliveries are subject to stock availability and authorisation of your payment.

We can deliver your order to the card holder's address only. The delivery address must be in the UK, and hold a valid postcode. We do not deliver to Eire or the Channel Islands or BFPO addresses.

Next Day Delivery

We will dispatch your order using Royal Mail, Recorded Delivery. Royal Mail aim to deliver to mainland UK and Northern Ireland in one working day. Please note that delivery is a proof of delivery service and requires a signature on delivery. There is no delivery charge for up to two pairs of shoes per order. A charge of £5.50 will be made per additional pair.

The next day delivery service applies on orders placed before 3pm Monday - Thursday. Orders placed on Friday will be delivered on Monday, and orders placed on a Saturday and Sunday will be delivered on a Tuesday. Delivery times cannot be guaranteed.

In the unlikely event that you receive the wrong order, please contact us as soon as possible so we can arrange for the item(s) to be returned and the correct one(s) to be dispatched to you.

If you have any questions about the delivery of your order, please call us on 02380 226542. Lines are open Monday to Saturday 9.00am to 5pm (excluding Christmas day, Boxing day, New Years day and Bank Holidays).

Returns

We make every effort to ensure that your order is carefully despatched to you, and we hope that you’re happy with your purchase. However, if you have any cause for dissatisfaction with your goods you may return them.

Items must be in their original condition, unworn and returned within 28 days of receiving them. You should follow the procedure below.

1. Direct to our Shop
   For an immediate refund, you can return the items to W.J French & Son Ltd in Southampton, within 28 days. You may also exchange your items in store.
   

   What to do:

   You MUST have:

   • Your receipt or despatch note and a completed returns note
   • The credit/debit card used to make the original purchase
   • If the item is in its original condition, we will process the refund for you.

    If you do not have the credit/debit card used to make the original purchase a refund will be given with a credit note.                                                                                                                                                                   
   
2. Return by post
   You can return any items to us, at any Post Office, within 28 days of receipt.

   What to do:

   • Complete the returns note and enclose it, together with your returned items, inside the original packaging. Goods cannot be returned without this information.
   • Take your parcel to any Post Office. Please use some form of registered post in case you need to track your parcel.
   • Address the parcel clearly to:
     W.J French & Son
     40 Bedford Place
     Southampton
     SO15 2DG

We will process your refund within 14 days of receiving your return.
If you experience any difficulties with returning goods please call us on 02380 226542.
All of this is in addition to and does not affect your statutory rights.

Right to cancel this agreement

Under the Distance Selling Regulations, you have seven working days starting the day after delivery (the ‘cooling-off period’) in which to cancel this agreement, if for any reason you are not happy with the goods that have been delivered.

If you wish to cancel this agreement, you must notify us, and return the goods that have been delivered to you (see Returns on how to do this). Goods are refunded within 30 days.

How you can cancel this agreement

Please contact us as soon as possible if you wish to cancel your order by writing to us, calling 02380 226542, or emailing us. Orders can only be cancelled before processing/despatch has begun.

Once your order has been cancelled, any sum debited from your payment card by us will be re-credited to your account as soon as possible. If cancelled orders are erroneously delivered to you, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.

How W.J French & Son Ltd can cancel this agreement

We reserve the right to cancel the order if:

• We have insufficient stock to fulfil your order
• We are unable to obtain payment
• We do not deliver to your area
• A product fault or an error in the product description has been identified