We aim to despatch orders within 2-5 working days from receipt of your order however, should a product not be in stock at the time of order and we are unable to despatch within 10 working days, we will contact you to agree a revised despatch date or offer a refund.
We are unfortunately unable to deliver to British Forces Post Office (BFPO) addresses and we apologise any any inconvenience this may cause.
UK - Free secure delivery by courier on orders over £100 via a next day service for UK Mainland and a standard service for UK Non Mainland/Northern Ireland. £6 delivery charge on orders less than £100 via a secure courier service.
EU - Secure delivery by courier at a flat rate of £25 plus your local tax rate with delivery estimated in 3-5 days.
ROW - Secure delivery by courier at a flat rate of £40 with delivery estimated in 4-6 days.
EU - Your order will include the delivery charge and local sales tax (VAT), we will therefore arrange all paperwork and taxes to clear customs on your behalf. Please note that we will not be able to supply a VAT invoice as taxes are paid direct to customs on import via our courier.
ROW - Your order will exclude sales tax (VAT) when you select the country of delivery and the recipient is responsible for payment of any customs related charges. Please note that we are unfortunately unable to offer specific advice regarding customs related charges.
If, when you receive the shipment, the package has been opened or has been damaged in any way, you must record this clearly on the shippers note when you sign to confirm receipt and you must also notify us immediately by email or by fax. We are unable to accept reports of damaged goods at a later date.
When you receive your shipment, please examine the product(s) carefully to ensure that they meet your expectation. We recommend trying on the footwear on a clean soft carpet to avoid damaging the soles and if possible, please use a shoe horn to avoid misshaping the footwear. Avoid creasing or bending the footwear until you are fully satisfied that you do not wish to return or exchange them.
All items are thoroughly checked before being despatched and should reach you in perfect condition however, if for any reason you are not completely satisfied with your purchase you may return your product(s) to us within 60 days for a refund or exchange.
We will not accept returns of any product for refund or exchange which has been worn, creased, marked or otherwise in a condition which makes it unsuitable for immediate resale (unless the return is for a complaint of failure in wear).
Return costs are at the customers expense and we suggest that you obtain proof of delivery as we are unable to accept responsibility for goods lost or damaged in transit.
We aim to process returned products within 10 working days of receiving the returned items. Please be aware of any factory holidays, public holidays or weekends that may potentially delay delivery of your return/processing time.
In all cases, the products must be returned to us in its original packaging and in perfect condition together with the delivery note (or photocopy of the same). Please be sure that you enclose your name and address, your contact details and the reasons why you are returning your products.
When returning products from overseas, please ensure that the shipping documents are completed correctly and that the parcel is clearly marked with 'GOODS BEING RETURNED TO COUNTRY OF ORIGIN, NO DUTY DUE'. Failure to do so may result in import duty charges for which we may hold you liable.
Returns address: Returns Dept. Sanders & Sanders Ltd. Spencer Road, Rushden, Northamptonshire, NN10 6AE, United Kingdom
When returning products for a refund you can expect to receive a confirmation e-mail when the refund has been issued. We unfortunately have no control over the time frame for refunds as this is dictated by your bank/card issuer therefore please allow up to 30 days for the refund to appear in your account.
UK - Refunds will be issued via the original payment method less the shipping charge (if applicable).
EU - Refunds will be issued via the original payment method less the shipping charge and local sales taxes (VAT).
ROW - Refunds will be issued via the original payment method less the shipping charge.
UK - Product(s) returned for exchange of a different size will be sent free of charge as soon as possible after receiving your returned order. Alternatively, you may place a new order online and return your order for a refund. If you are returning your product(s) for an exchange of an alternative product and there is a price difference, we will contact you to arrange the additional payment or refund. Should the alternative product(s) not be in stock and we are unable to despatch within 10 working days, we will contact you to agree a revised despatch date or offer a refund.
We are unfortunately unable to offer an exchange service for EU and ROW customers therefore please return your order for a refund and place a new order for the replacement product(s).
In the rare event that your product is faulty or has been incorrectly supplied, please contact us as soon as you notice the issue (before trying the shoes on if possible) and a member of our team will get back to you as soon as possible.
We are unfortunately unable to accept responsibility if the shoes have been worn and/or the reported fault is deemed to be a result of normal wear and tear.