robert 1960 burnside

Questions and answers

What method of payment can I use?

We accept cards supplied by;

Can I order shoes in another leather or colour not shown?

We will be making new colours and leathers available in the near future. If you have a special request, please contact us and we will always try to please. If we cant make it yet, we will inform you as soon as it becomes available.

When will my payment be taken?

Your card will be debited when your order is accepted.

Is my data protected?

Yes. Any information you give us to process your order will not be given to ANY OTHER PARTY... THAT’S OUR PROMISE.

Can you send the goods to an address other than my home address?

Card and bank specific security policies sometimes means that we are only permitted to send shoes to the cardholders recorded address. If you enter an alternative delivery address AND your bank or card declines the transaction our e-commerce system will cancel you order.

Will I get a Confirmation of my order.

Yes an automated email will be sent confirming your order letting you know that funds have been transferred followed by a second email confieming the estimated despatch date.

What is the Stock Availability

A second confirmation e-mail will tell you approximately when your winkle.pickers will be dispatched. If the winkle.pickers are not in stock we will assume the order date quoted to you is acceptable if we do not here from you within 48 hours.

Are sizes in Continental, UK or U.S. sizes?

All winkle.pickers are in continental sizes. If you wish to check your size comparison, please go to our size chart.

What's the delivery time?

If your winkle.pickers are in stock we will endeavor to send them within 4 days of your order arriving. However if your size is not in stock it could take up to 30 days before we send them. If we are unable to ship your order without delay; you will of course be informed of the expected delivery date and can cancel or change your order without charge if you wish. For footwear we have in stock, the information below gives you a rough guide as to when you can expect to receive your winkle.pickers.

For UK deliveries please allow up to 7 working days from your order confirmation to receipt of delivery.
Western Europe: Please allow up to 10 working days from confirmation of order for delivery.
Rest of the world: Please allow up to 14 working days from confirmation of order for delivery.

What is the charge for delivery?

We charge a variable rate for shipping based on your location in one of four bands; UK, Europe, USA and ROW (Rest of the world).

What if my parcel gets returned to sender?

The courier company will normally make 3 attempts to deliver or leave you a card to collect. After this the parcel will be returned to us. If you should still want the winkle.pickers then a charge will be made for re-sending.

My parcel has been returned to sender and I no longer want the goods?

A refund will be made Less the cost of the delivery (shipping & handling) charges.

Do I have to pay Customs & Duties.

All EEC countries are FREE of Duties.

All other countries please check with your Official Government site.

For example: - U.S. Customs & Duty
U.S Custom’s duties are not assessed until arrival in the United States, and they cannot be paid in advance. We are informed that in normal circumstances, Duty is waived on personal items less than $200. As our goods are in excess of this amount they may be liable to duty.

Please note:- Our couriers will need to contact you to obtain your Social security number to clear your goods through customs. If you are not prepared to give these details to our couriers then please do not order.

All taxes and duties incurred are the responsibility of the customer and these costs cannot be reclaimed from us. THE ABOVE INFORMATION IS IMPORTANT PRIOR TO PLACING YOUR ORDER, as customers refusing to accept goods due to customs duty will only be refunded once we receive the goods back. Customers should be aware that this can take some considerable time. Any eventual refunds will be net of any costs incurred by us in recovering the goods.

How are your items delivered?

UK:- Will be registered post if sent from stock, or Courier if a forward order.
A signature will be required upon receipt of your package.

International: Will be sent by Courier.
A signature will be required upon receipt of your package.

What if I want to exchange for a different size or I don’t like the style.

We will always exchange the winkle.pickers for a different size or style if they are returned in an unworn condition within 7 days of receiving them.

We will not exchange goods where the soles are marked, so please ensure when trying your winkle.pickers, you do so on a carpet.

If soles are marked they are un-sellable!

If we exchange for a different size or style we will not charge extra for the despatch of the replacement pair. The customer however is responsible for the cost of the return of the original pair.

What if I want to cancel my order or have a refund

You can cancel your order without penalty provided the goods have not been despatched.

If a payment has already been made then a full refund will be made to you by the same method as you paid within 7 working days.

If the good have been despatched then we will refund upon receiving the goods back less any charges we incurred in sending the goods to you ( we will not accept the cost of returning the goods).

Specials

A cancellation cannot be accepted where a special size or colour has been put into production.
Except if: -
on checking with the factory the production has not started. In this instance a full refund will be made. Please allow us a few days to check the production status and get back to you.

Once a returned package has been received and the goods checked, we will normally issue a refund within 7 working days.

We cannot be held responsible for refunding postage charges unless we are at fault or this has been agreed by prior arrangement with us.

If a customer has refused goods, we will only refund once we have received the goods back. The refund will be net of any charges incurred by us to recover them.

What if my footwear is defective?

All winkle.pickers are inspected for defects prior to despatch to ensure a customer does not receive defective footwear.
If for any reason you are not happy with your winkle.pickers!

We will; ask you to send them back with a note of what’s wrong.

We will either send you a replacement pair or refund your money - whichever you prefer.

Please refer to returns procedure below.

We will refund postage if the winkle.picker has a manufacturing defect and the postage refund has been agreed prior to sending them back.

What is your returns policy

1. The goods must be in the same new condition as they were received – We will not accept scuffed/worn-in/damaged goods. (We therefore suggest you remain on carpet while trying shoes on).

2. You have to pay the cost of returning the goods ( except in special circumstances explained above) - we therefore recommend you use registered/traceable and insured postage. We cannot be responsible for lost packages.

3. No refund will be given if we do not receive them.

4. If we have incorrectly fulfilled your order, we will refund your postage in full. This must be agreed with us in advance.

How to return your shoes

1 CONTACT US within 7 days of receipt by email informing us of your intention to return your winkle.pickers. (If you do not hear from us within 48 hours then please call on +44 1993 822878

2 Returned goods must have the original despatch note. Please use the original packaging or the equivalent of.

3 Return Address - We will e-mail you the returns note number and where to send your footwear, plus other relevant information you will need.

Please DO NOT send shoes back to the UK unless we authorise it due to extra incurred non-refundable fees charged when clearing UK customs.