Quick links:

Quick overview of the important bits

• The postage and packing charge is per order and not per item.
• Orders, once accepted by us, will be sent out on the next working day (i.e. Monday to Friday), sometimes same day, unless we need to make fraud checks which is rare.
• Orders are sent 'signed for' 1st class to the UK and 'international signed for' to overseas - you will be emailed a tracking number which can be input into Royal Mail's Track and Trace Service.
• UK customers - in our experience most UK 'first class signed for' gets there the next day (the odd one goes astray for a day or even a week, especially if going to London) but if you definitely need goods for a particular date, do go for the special delivery option.
• We do not ship to PO boxes.
• Where possible we recycle packaging materials but please let us know if you'd rather we didn't on your order.
• Overseas orders home country's customs departments may add sales tax and import duties on the order as it will be treated as an import - this does not apply to EC countries.

Postage & packing charges. Where we ship to:

UK & BFPO

• Any order value - from £1.95 charge for 1st class Royal Mail signed for. Typical costs are £1.95 for light shoelery, or one or two tops/uppers and £3.95 for one pare of soles. Actual cost is based on the weight of the order and can be displayed on the 'shopping bag' page.
• Next day guaranteed - any order value
   - price based on weight and available in shopping bag.
  Next working day delivery if order placed Monday to Friday before noon
• Collection - FREE
  pre-arranged collection from the Swap Top Shoes Bournemouth office
   - simply select this option in the shopping bag page before you checkout.

Europe airmail 'signed for'

price based on weight and available in shopping bag

We ship to all of Europe including the Russian Federation but excluding Cyprus, Italy and Malta as a high percentage of packages go missing in transit or arrive many weeks later.

Worldwide airmail 'signed for'

price based on weight and available in shopping bag

• Australia
• Canada
• Japan
• New Zealand
• United States

Cardholder’s/delivery address only – What if I am out?

Please note that to prevent fraud we can only ship to the same address as where the card is registered and the recipient should be the owner of the credit card. If this is a problem because it is a gift item, let us know and we can use plain labels with no logo - see end of page for more information.

For the UK we normally use Royal Mail so that if that you are not in to sign for the package, you can collect it at your convenience from the nearest Royal Mail premises where it will be kept safely for you. Customers find this more convenient than couriers who may hold the item for collection in a location some miles away after the second failed delivery attempt.

Delivery time & fraudulent transaction checks

Our orders, once accepted by us, are sent out on the next working day via Royal Mail, the regular UK postal service, and for the UK usually take 1-3 days to arrive because it can take longer if not on the mainland. You will be emailed when your order is dispatched.

However if there is anything raised by the checks SagePay make for fraudulent transactions, we reserve the right to send out your goods once we have taken steps to ensure it is not a fraudulent transaction. You will be advised immediately that your order is on hold - note we are pleased to say that to date this has not been necessary for any orders.

We encourage all customers to protect themselves against fraud and use something known in the industry as 3D secure (if operated by their card company e.g. Verifed by Visa and Mastercard Secure) where you assign a secret password to verify that you are authorising the online transaction - this means if someone steals or copies your card they won't know the password and the order will be declined.

Non receipt of items

Please check the estimated delivery time and then for the UK add three days in case of delays in transit. Once this delivery time has passed you should contact your local Royal Mail depot giving your house number and postcode as cards are not always left. After you have followed these steps and the Royal Mail have confirmed they do not have your order, you must contact us within 14 days in writing stating order number and date of order. Overseas orders can take up to 14 days to arrive.

Replacements and refunds will not be given if you have given us the wrong postal address to send your order to.

Failure to receive an item as a result of non-collection

If you fail to collect or arrange collection of an item when notified by the Royal Mail that they were unable to deliver to you, it will usually result in the item being returned to us as non-deliverable after approximately ten days of non-contact from you. When this happens, we will notify you immediately for your instructions. In these circumstances you will be responsible for any additional cost incurred by us to re-send the item to you.

Availability

If in the unlikely event an ordered item is found to be out of stock we will contact you for your instructions immediately and may offer you an alternative which you do not have to accept. Swap Top Shoes will pay the cost of a consumer returning any products supplied as substitutes if the goods originally ordered were not available.

Gifts

If you wish to order a gift for someone living in the same address the package is going to, please contact us by phone or email after placing your order online, and we will ensure we send your order out covered in plain packaging with no return address and no invoice included. Small items will be wrapped in tissue paper with Swap Top Shoes security tags plus there will be instructions for refunds/exchanges that include the order number. You can also specify a gift message during the checkout process.