Delivery Details and Returns Policy
Delivery - UK
All deliveries are subject to stock availability and authorisation of your payment.
We shall endeavour to deliver the Goods you have offered to purchase within 4 working days after we receive your offer, however, we are normally able to get UK deliveries to you in 1-2 working days. If there are any delays we will notify you of such delay as soon as possible.
We can either deliver your order to the billing address for the card you use to pay for your order, or you can specify an alternative address such as a workplace or friend/family address at the checkout. The alternative delivery address must be in the UK (i.e. has a Royal Mail postcode).
UK Standard Delivery is FREE over £30 and a charge of £3 will be made for any item or items under £30.
UK Standard Delivery is FREE for up to two pairs of shoes per order over £30.
Your order will be delivered to you Monday to Friday. We are unfortunately unable to specify the time at which the goods will be delivered to you.
A signature will be required on delivery of the goods to you. Receipt of a signature at the delivery address will be proof that the order has been delivered to you. A signature may be obtained from any person at the given delivery address. If no person is present at the delivery address you have provided, the courier may attempt delivery with a neighbour who will be asked to sign on your behalf. Alternatively, your parcel may be delivered to a local Post Office, or returned to the courier’s depot and delivery will be attempted at a later date.
Deliveries to Europe
The title of goods ordered passes to you at the time the item is despatched from us in the UK. We will act as an agent to arrange delivery on your behalf with our courier and collect a delivery charge, as detailed below, from you during your transaction which is passed to our courier as payment for delivery. The delivery charges detailed below includes postage and packaging costs and any shortfall in the amount we collect from you to pass to the courier when arranging your delivery is covered by us. If you would prefer to make your own delivery arrangements, please contact our Customer Service Team via email at firstname.lastname@example.org or 02380 226542.
International delivery to Europe costs £12.00 for the first pair of shoes. Each additional item in your order will cost £5.50.
We endeavour to deliver the goods you have offered to purchase within 7 working days from the receipt of your offer. If there are any delays, we will notify you of such a delay as soon as possible.
We make every effort to ensure that your order is carefully dispatched 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. However we are extending our returns period during the November 2020 lockdown. Any purchase made either in store or online, between 31st October and 24th December 2020 can be returned for a full refund up until 15th January 2021.
If the item is faulty, or if we’ve made a mistake with your order, we will be able to offer a refund or an exchange and reimburse your postage costs if applicable. We’re really sorry, but we’re unable to take back used goods which are unsuitable or don’t fit, or reimburse the postage costs incurred returning unused/unsuitable items to us. This is in addition to, and does not affect, your consumer rights.
If you would like to return an item 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.
You MUST have:
Your receipt or dispatch 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.
Return by post
You can return any items to us, at any Post Office, within 28 days of receipt.
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. We recommend you 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
We will process your refund within 14 days of receiving your return.
All of this is in addition to and does not affect your statutory rights
We accept the following methods of payment:-
· VISA Delta
· VISA Debit
· VISA Electron
We also accept PayPal
Payment may be made by any of the methods above and will be pre authorised when we receive your order. The total amount you pay is the same, regardless of the payment method you use.
Payment will be processed using the services of Secure Pay and PayPal.
Our prices in the European Union include VAT where applicable.
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).
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 14 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/dispatch 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