Help
How long does delivery take?
The next day delivery service applies on orders placed before 3pm Monday-Thursday. Orders placed on Friday and Saturday will be delivered on Monday, and orders placed on a Sunday will be delivered on a Tuesday. Delivery times cannot be guaranteed.
Who will deliver my parcel?
We will post 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.
How much will it cost?
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.
What payment options do you accept?
Payment can be made using the following major credit and debit cards :- Maestro, Solo, MasterCard (debit & credit) and Visa (debit & credit) Cards. You can also use PayPal.
What is my three-digit security code?
Your three-digit security code can be found on the reverse of your credit/debit card, generally on the signature strip. Also known as a Card Security Code (CSC), or Card Verification Value (CVV), you are asked to disclose it when making online or telephone purchases to prove card verification and help prevent credit/debit card fraud.
What if the shoes don't fit me?
We stock lots of different brands and just like clothing they sometimes vary in their sizing. You can check our size conversion chart for guidance and we also have fitting tips available. If you receive the shoes and they're not an ideal fit, don't worry. You can return them unused to us and get your money back. See our returns information below on how to return the shoes to us.
What's your returns policy?
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.
- 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.
- Return by post
You can return any items to us, free of charge 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.
Has my order processed ok?
When you place your order, we’ll send you an email straight away to give you your order number. If you have an account, you can log in to check the status of your order at any time so you know when it’s been dispatched.
Some email accounts will ‘Junk’ any emails that are sent from addresses that are not recognised, so make sure you add mail@wjfrenchandson.co.uk to your address book so that we can get in touch with you about your order.
If you don’t receive a confirmation email within a couple of hours, email us or call us and we’ll check it out for you.
My goods have arrived faulty, how do I get a refund?
You can either take the items back to our Store in Southampton or return them via the Post Office. You will receive a full refund, including any delivery charge you might have paid, on faulty items.
I need to cancel/amend my order
If it’s not been dispatched, we can amend or cancel the order for you. If you have an account with us, you can check the status of your order or contact us quoting your order number and the changes you’d like to make and we’ll try to fix it as quickly as possible. If your order has already been despatched then we won’t be able to make any changes or cancel it. However, you can return the unused shoes to us for a full refund when you receive them. Check our returns policy for all the info you need to return your shoes to us.
Is your checkout secure?
We take your online security very seriously which is why we use PayPoint to process your card payment information. This is a secure browser and is one that supports a security measure called SSL (Secure Sockets Layer), which encodes and protects your data before it leaves your computer.
Can I use vouchers online?
Unfortunately gift vouchers can’t be used online. They can only be used in our shop.