Delivery and Returns
DELIVERY COSTS AND LOCATIONS
We offer FREE DELIVERY on all of our kids shoes to the UK, Northern Ireland, Guernsey, Jersey and the Isle of Man for orders over £40.00 in value. If your order is below £40.00 in value then we charge a flat fee of £5.00 per order. We also offer a FREEPOST returns service. We also offer postage to most countries in Western Europe and charge a flat rate of £10 for parcels up to 1kg.
EXCHANGES AND RETURNS
All of our kids shoes and other items can be returned within 14 days of delivery. All returned shoes must be unworn and in their original condition and box. To obtain a refund or exchange, a proof of purchase (receipt, dispatch email etc.) must be accompanied with the item you wish to return or exchange.
We offer a FREEPOST returns service which is aimed at simplifying the process for you. However, customers should note the following terms:
- If the shoes are returned because they are defective or faulty in any way, then we shall either issue a full refund or replace the items at your discretion, and provided we have the stock available.
- If the shoes are of the wrong size and you wish to replace it with a different size, then subject to the requested size being available we will post the replacement shoes to you. Customers shall not be charged for the return or the shipping of the replacement shoes provided this is only requested one time with each new order and the replacement is retained by the customer. In the event that a customer wishes to exchange the size on a second occasion then an additional £10.00 charge shall be levied each time for orders to the UK, IoM, Jersey or Guernsey.
- If the shoes are returned for any other reason, then we will provide a full refund less a £10.00 charge to cover the cost of outbound and return postage from within the UK, Ireland, IoM, Jersey or Guernsey.
- Sale shoes are NON refundable, unless the item was found to be defective or faulty.
The above is in addition to your statutory rights, which remain unaffected, but we shall not be liable to you or any third party for any indirect or consequential loss or damage.
We guarantee to process and ship your order within the next working day. Delivery usually takes between 2 and 3 working days to UK destinations. Delivery times to Northern Ireland and other remote UK locations may take a little longer. Customs agencies may also perform security checks from time to time and unfortunately this is out of our control. Deliveries to countries in Western Europe typically take 4-6 days but can be as long as two weeks occasionally. As soon as we dispatch your order we will send you an email to let you know your shoes have been posted. If you have not received this email after 2 working days of placing your order then please contact us by email at [email protected]
HOW DO I RETURN AN ITEM?
If you need to return a pair of kids’ shoes for any reason then please complete the form contained within the package that your shoes arrived in. This form enables us to understand the reason for your return. Once you have cut off the address section at the bottom of this form please place your completed form back into the mailing bag and seal it up. You must also enclose your proof of purchase. Attach the address to the front of the bag using Sellotape. You may then post the mailing bag back to us. All items should be returned to the following address:
Shoes for Children (Sole Mates Ltd)
24 Commercial Arcade
St Peter Port
Once we receive the shoes, we shall refund the cost of the goods to the original account charged, subject to the terms above. Refunds will usually be made within 48 hours of receipt of goods.
Your item(s) must be unworn and returned in their original condition. We are not liable for your item whilst it is in transit back to us and customers will be responsible for processing any claims if returned items are lost in transit. We will notify you by email when your refund or exchange has been processed.
CUSTOMS AND TAXES
kids shoes are not subject to VAT in the UK and therefore all of our prices therefore exclude VAT. Where an item is subject to VAT in the UK then this will have been paid by us at the point of dispatch (e.g. junior or toddler foot gauges). Please note any shoes sizes classed as adult sizes under UK VAT rules will include tax in the price you pay and we will pay this on your behalf at the point of dispatch. our order should therefore not be liable to any import duties or taxes. It is your responsibility to settle any taxes and customs charges which may be levied by the jurisdiction to which the goods have been supplied. We recommend checking with your local customs office for full details of these charges as they may be subject to change from time to time.
LOST PARCEL POLICY
All shoes are posted using the local postage service and a receipt will always be obtained by us. In the rare event that a parcel goes missing we will assist in filing a claim on your behalf through Guernsey Post/Royal Mail. You may notify us of any lost deliveries at [email protected]. We cannot accept responsibility for lost parcels.