1. When will my order be delivered?
In stock items will normally be despatched within 72 hours and delivered within 7 days of receipt of your order. During peak period’s despatch can be delayed due to the number of orders received.
For out of stock items an e-mail will be sent to advise you of the estimated despatch date. |
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2. What do you charge for postage & packing?
We can currently only accept orders for delivery to UK postcodes. Postage will be charged at the following rate:
£1.95 – Any 1 pair of slippers
£2.95 – Any 1 pair of Trainers, Boots, Wellies or Shoes
FREE – Any 2 pairs |
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3. Do you deliver to locations other than the UK?
We can currently only accept orders for delivery to UK postcodes. |
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4. What methods of payment do you take?
We accept most major credit and debit cards, these are listed below
Credit Cards
Debit Cards
- Maestro \ Switch
- Solo
- Electron
- Delta
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5. What is the Card Security Code that you ask for on the payments page?
The 3 digit security code is the final group of numbers printed on the back of your credit \ debit card, typically in the signature panel. This code helps us to confirm that the person using the card is in possession of it. |
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6. How do I know it is safe to use my credit \ debit card?
All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted by Streamline to capture the payment. They are not held in clear text on any web site. Your credit card details are completely safe when ordering from Kids Shoe Factory. Streamline is a service provided by National Westminster Bank Plc. |
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7. How do I ensure any promotional offers / discounts are applied to my order?
Kids Shoe Factory will occasionally offer discounts and promotional offers. Online promotional offers and discounts will automatically be picked up when you enter a valid code at the checkout page. |
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8. What is the Exchange \ Refund Policy?
Kids Shoe Factory are happy to offer a refund or exchange on unworn products up to 21 days after your order has been delivered. All that we ask is that you send them back in the condition that you received them in the original box and packaging. Please follow the returns procedure shown below. Returns will be processed within 28 days. Please note any refund will be excluding the delivery charge. |
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9. What should I do if my footwear is faulty?
If your footwear is faulty please follow the returns procedure to return the item to us. The footwear will be checked and if deemed faulty either a full refund of the price of the merchandise will be given or we will send you a replacement product. This is not limited to 21 days. This does not affect your statutory rights. Returns will be processed within 28 days. |
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10. What is the Returns Procedure?
a) Detach the ‘Returns Form’ from the ‘Order Summary’ sheet enclosed with your order. Fill out the form in BLOCK CAPITALS and place inside the package you are returning. |
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b) For refunds Step 1 should be completed on the form, for exchanges Step 1 and Step 2 must be completed.
c) Ensure that all returned items are sent to us complete, including the original box, packaging and accessories.
d) Please get proof of postage when sending products back to us, in case the parcel is lost in the post.
e) Please use the supplied Returns Address Label when returning items to us. The Returns Label is a peel able address label located at the bottom of the returns form.
f) If you have any questions please contact our customer service team. |
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11. How long will it take to receive a refund or exchange for items returned?
Returns will be processed within 28 days.
Please note any refund will be excluding the delivery charge. |
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12. Can I Cancel My Order?
You can cancel your order at any stage up until it is despatched.
Further, under the UK’s Distance Selling Regulations, you have the right to cancel your agreement to purchase any Goods within a period of seven working days “the cooling off period” if for any reason you are not happy with the Goods which have been delivered to you. This cooling off period begins on the day after the day you receive the Goods from us.
If you wish to cancel the agreement, you must notify us of this fact in writing and send your notification to us by e-mail or post. Full contact details are set out below.
On cancellation, you must return the Goods that we have delivered to you. On our receipt of the returned Goods, we will exchange the Goods or we will refund to you the price you paid for the Goods. Please note that you will be responsible for the costs of returning the goods to us (unless we delivered the item to you in error or the item is faulty) and we will not re-imburse you for this.
You should return such Goods to us at the following address:-
Kids Shoe Factory Returns Dept,
Bottomboat Road, Stanley,
Wakefield, W.Yorks
WF34AY
- Goods must be adequately sealed in the original packaging.
- Fully complete the returns form included with the delivery package, this will ensure that you receive your refund or replacement goods promptly; please make sure that you have addressed the package clearly with the above address. Make sure that you get a certificate of posting from the Post Office as proof that you have sent the package (the Post Office do not charge for issuing these certificates).
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13. How many shoes can I order?
You can order as many pairs as you want. |
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14. Do you have a sale section online?
Yes - the latest sale items will be shown in the ‘Sale’ section of the site. |
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