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DELIVERY & RETURNS

SHIPPING INFORMATION

  • Please note that we only dispatch on weekdays Monday – Friday, excluding public holidays.
  • All orders need to be placed before 11:30 am GMT.
  • Orders placed after this will be processed the next working day.
  • Orders placed on Friday after 11:30 am will be despatched the following Monday. 
  • Orders can only be dispatched once payment has been approved by Sagepay, our payment gateway. We will contact you via email if the payment is rejected or unauthorised for any reason.
  • Once your order has been dispatched, you will receive an email confirmation and tracking number

 

UNITED KINGDOM

We offer three UK Delivery options:

Royal Mail Standard (3-5 working days) Free

Royal Mail Express (1-2 working days) £5.95

Royal Mail (Next Day) before 1pm £7.95

  

EUROPE

Europe Standard (3-5 working days) £12.00

For orders of multiple pairs of shoes to delivery addresses outside of the UK, please email us at hello@santewade.com and we can organise a shipping quote for you.

 

REST OF WORLD  **

Standard (5-7 working days) £15.00

On international orders, please note that the relevant delivery charge will automatically be added to your shopping bag when you input your shipping address. lf you don’t find your country listed, please contact us at hello@santewade.com and we can organise a shipping quote for you.

For orders of multiple pairs of shoes to delivery addresses outside of the UK, please email us at hello@santewade.com and we can organise a shipping quote for you.

Shipping times are estimates and not guaranteed. Orders will be fulfilled with a trackable courier to allow you to anticipate your delivery. Please wait 3 working days before contacting us about your order.

Please Note: We cannot deliver to a PO Box.  We can only deliver to a property address and cannot despatch your order without a local contact number for delivery.

  

DUTIES AND TAXES

Please note that we are not responsible for any import charges or local taxes for international deliveries. These charges are determined by your local customs authority and payment by the customer is necessary to release your order from customs. For more information, please consult your local customs office. 

  

RETURNS AND EXCHANGE

We strive to offer the best service possible to our customers and want you to be 100% happy with your shoes. In the unlikely event that you are not satisfied then you can return your items to us for refund or exchanged for a different size within 14 days of receipt.

Our shoes are delivered to you with a protective layer on the soles. This must not be removed unless you intend to keep the shoes. When trying on shoes, the protective layer on the sole of the shoes must not be removed – if you remove this we will not be able to accept the return. We strongly recommend you try the shoes on in a carpeted area and make sure they are suitable and that you intend to keep them before wearing them outside.

Items must be returned in their original condition, which means they must be unworn and undamaged and the original packaging must be in re-saleable condition. Shoes with clearly damaged soles and that are not in a re-saleable condition will not be accepted at our warehouse and will be returned to you.

Returns will be processed within 5 working days of receiving the returned items at our warehouse. The original purchaser’s credit card will be credited the sum paid, minus any taxes, duties and postal charges. It may take a further 5 working days for funds to appear in your account.

If you wish to return your item for an exchange please contact us at returns@santewade.com so we can set aside the correct style, size and colour you require. Items to be exchanged will only be dispatched after the returned items have been received and undergone a full quality control check. 


RETURNING VIA ROYAL MAIL

We offer free returns within the UK.  If you wish to return your shoes via Royal Mail, please click on the badge below to generate a prepaid returns label. You will need access to a printer in order to print the pre-paid label. We regret that you will not be able to benefit from this service if you are not able to print the label. We cannot refund the cost of return postage should you choose not to use our pre-paid service. If you do use our prep-paid service, you will need your order number, which can be found on your original order email, or on the enclosed delivery note. Please return all items to us along with the original paperwork that came with your delivery. We cannot process your refund if your name and order number are not included in your returns parcel.

Once we have received your returned item(s) at our warehouse, we will send you an email to confirm receipt of the returned goods.


  

RETURNING VIA COLLECT +

If you wish to return your shoes via Collect +, please click on the badge below to generate a prepaid returns label. You will need access to a printer in order to print the pre-paid label. We regret that you will not be able to benefit from this service if you are not able to print the label. We cannot refund the cost of return postage should you choose not to use our service. If you do use our prep-paid service, you will need your order number, which can be found on your original order email, or on the enclosed delivery note. Please return all items to us along with the original paperwork that came with your delivery. We cannot process your refund if your name and order number are not included in your returns parcel.

Once we have received your returned item(s) at our warehouse, we will send you an email to confirm receipt of the returned goods.


EU AND INTERNATIONAL RETURNS

We regret that we are unable to cover the cost of returns outside of the UK but we are happy to accept returns for a refund providing they are unworn and in a re-saleable condition (this includes unmarked soles, so please try on the shoes on a carpeted area). Please do not remove the protective seal on the soles of your shoes unless you plan to keep them, otherwise the shoes will be deemed to be worn and returned to you. You can return them for free within 14 days of receipt and obtain a full refund, or exchange them for a different size.

Once we have received your returned item(s) at our warehouse, we will send you an email to confirm receipt of the returned goods.

We are unable to accept responsibility for returned items until received by our warehouse and strongly suggest that you use a tracked mail service when returning items from outside of the UK and retain proof of postage. We also cannot accept responsibility for goods damaged in transit during their return to us. 

We will then inspect the returned item(s) and providing the order has been sent back as per our Returns Policy, we will process your return request within 5 days of receipt of the returned goods and will send you further email notification to confirm this.

If you paid for your order using Paypal, you may be eligible for their free returns service. For more information, please click here (please note this will take you to their external site). 

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