Frequently Asked Questions
How will I know if my order has been received successfully?
At the end of your shopping experience the final page will thank you for your order. Within a couple of minutes you will receive an order confirmation from us. Please check that all of the details on this confirmation are correct.
How long will delivery take and what is the charge?
Assuming that everything you have ordered is in stock then it usually takes three to four working days for your order to reach you. Our standard Delivery charge is £3.95 (for orders with a value of £20 or less) and £4.95 (for orders over £20). Heavy items are marked with the lorry symbol ( ) and are despatched via specialist couriers at varying charges from £6.95 to £24.95. Please visit our delivery charges page for more details.
How do I pay for my order on-line?
You can pay for your order on line with a valid debit or credit card. We accept Switch / MasterCard / Visa / Solo / Visa Electron). We are sorry but we do not currently accept American Express. Authorisation or your card will be taken a point of order but money will not leave your account until the goods are despatched from our warehouse. The payment will appear on your statement as TRINITY MIRROR.
Do you offer credit facilities?
Sorry but we do not offer credit. All orders are to be paid for at point of order.
Do you despatch outside UK?
Yes, we are able to ship shoe and clothing items internationally. Select your country in the shopping basket and the delivery charge will automatically update. A list of prices can be found on our delivery page - click here for more details.
What do I do if I have not received my order within the stated time?
In the unlikely event that you do not receive your order within the delivery time stated please contact us one of our customer service team on 0843 922 5001, where one of our friendly operators will be happy to help you, or email email@example.com. Calls cost 7p per minute plus your phone company's access charge.
How do I cancel or alter an order made on line?
Once your order has been confirmed, to cancel or change your order in any way you will need to call one of our customer service team on 0843 922 5001 who can alter the details of your order providing it hasn't yet been despatched. Calls cost 7p per minute plus your phone company's access charge.
Can I exchange my shoes for a different size?
Yes you are able to exchange the shoes for a different size. Please click here to see how to return an item.
How do I return a Home and Garden item if I am not entirely satisfied?
We take every care to ensure that you receive the correct goods in perfect condition. In the unlikely event that you ever need to return any item to us and it is within our 30 day warranty period then please call 0843 922 5001 for a returns authorisation number. Calls cost 7p per minute plus your phone company's access charge. Our customer service team will then provide you with our returns address. All goods must be returned via recorded, insured method at your own cost. We cannot be held responsible for returns parcels lost in transit. It is the sender's responsibility to ensure parcels are adequately insured. If the goods exceed £36 in value we strongly suggest that take out additional insurance. In order that we can satisfy your requirements promptly we will need your full instructions, explaining the reason for the return and the action you wish us to take. Please click here to see how to return an item.
How do I return a Shoe or Clothing item if I am not entirely satisfied?
You may return any shoe or clothing item to us within 30 days of purchase. Please click here to see how to return an item.
If I have returned items for an exchange when can I expect my replacement parcel?
Replacements are usually processed with 2 days of the parcel being received by us, but please allow a further 3 days for receipt of your exchanged item.
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*Excludes Aerotek, Aeroboard and Aerobike ranges