ORDER AND PAYMENT
If you haven't received your confirmation mail, please check your spam filter and unwanted mails. Otherwise, you may have entered a wrong email address. Please contact us at email@example.com so we can confirm your purchase.
For technical reasons it is not possible to change an order that has been placed.
If you have any questions, please contact our customer service at firstname.lastname@example.org or call us on +45 38 40 04 44 and we will be happy to help.
You can always track your package on GLS/PARCEL FORCE's homepage. Your tracking number has been sent to your by mail, together with your invoice. In case you haven't received your track & trace number, please contact us at email@example.com, so we can inform you about the status of your package.
You choose the item(s) you want to purchase and add them into the "shopping cart". You can edit the contents of the shopping cart at any time and continuously check the content and price of the good(s).
1. When you are ready to place your order, click the shopping cart icon and then the "Checkout" button.
2. Enter your information and click "Go to Shipping Methods"
3. Select the shipping method you want and click "Go to payment method"
4. Then you will be directed to a secure payment page where you will enter your credit card information. You can cancel your order at any time until you confirm your payment information by clicking the "Finish payment" button.
The amount will first be deducted from your account once the item(s) leaves our warehouse.
Non EU customers. Please note that local charges (custom duty, sale tax) may be added to your order, depending on region and local custom duties. These charges are at the customer own expense.
SHIPPING AND DELIVERY
The delivery time is typically 4-8 business days and is free for orders above 60£. Orders below 60£ will be charged 4,5£.
SHOE THE BEAR will pay the import duty for your order.
Please be aware, when ordering, that further export duty costs will be added to return parcels, SHOE THE BEAR is currently paying these extra costs but we ask for responsible ordering.
NOTE: We reserve the right to cancel an order if the freight costs to remote areas exceed a certain size.
For returns, please note that the return shipping will not be reimbursed and parcels must be send to the warehouse return adress, never to parcel shops, it is not possible for us to pick-up return packages at a parcel shop. Note that your invoice must be on the front side of the return parcel for a swift handling at customs.
We ship all international parcels with GLS/PARCEL FORCE. We use insured parcel services, and you will receive a track & trace number when we ship your order.
The package will be shipped from our warehouse in Denmark. Orders placed before 12 am CET are packed and shipped the same day.
The delivery time is typically 4-8 business days and is free for orders above 60£. All other orders will be charged 4,5£.
All our online orders are shipped as insured parcels through GLS/PARCEL FORCE.
RETURNS & EXCHANGES
You have 30 days to return your goods when shopping online at SHOE THE BEAR. Your return right starts at the receipt of the goods. If you wish to change the item or return the item, you must complete the return form and follow the instructions. Note that your invoice must be on the front side of the return parcel for a swift handling at customs. If you would like a new item, you must submit a new order.
Upon return, drop the parcel off at the nearest post office and write down your tracking number. For returns, please note that the return shipping will not be reimbursed.
Please return the package in the same condition as you received it in. Please enclose your receipt and the completed return form.
How to make a return:
1. All international returns must be sent to the following address.
SHOE THE BEAR
MICHAEL DREWSENSVEJ 22
(Write "RETURN PARCEL / WEBSHOP" on the parcel)
Note: We do not accept any liability for the return package before it is in our possession.
2. Drop the return parcel in your local postal office.
3. Once we have received the parcel and reviewed for its content, the amount will be credited to the account used for the purchase.
Once we have received your return parcel, the refund process will take place within 3 business days. We will check the parcel for its contents and refund you the full amount you have paid to us upon purchase (excluding the original shipping cost). The amount is always transferred to the same account as you used for the purchase. Please note that refunds can take up to 14 business days to show in your account due to varying processing times between payment providers, we therefore kindly ask for your patience.
If you experience any delay in the handeling of your refund, please do turn to our customerservice team, who are standing by to help with custom issues or other inquieries regrading the refund.
If you want to exchange your item to another size or color, we kindly ask you to place a new order here on the website, which will be sent to you as soon as possible. As soon as we receive your return parcel, we will credit the full amount to the credit card used for the purchase.
Should you have any complaints regarding missing, wrong or damaged items, please submit a claim through the below link:
We kindly ask you to provide us with your documentation of the purchase, together with pictures and a short description of the claim cause when you submit the claim. This will shorten the process of handling the claim.Our customerservice team will get back to you as soon as possible with a conclusion and instructions on how to proceed.You must complain within "reasonable time" after you have discovered the defect. We recommend that you contact us as soon as possible, and within 2 months after the defect was discovered.
PAYMENT & SECURITY
SHOE THE BEAR accepts following payment solutions:
The amount will be deducted from your account once the purchased item(s) leaves our warehouse.
All purchases on www.shoethebear.co.uk are handled via an encrypted SSL connection (Secure Socket Layer). Therefore, we do not have access to your account information. Only NETS has access to your data. Your personal contact information is 100% confidential and will never be surrendered to anyone else.
Registration information for SHOE THE BEAR's newsletter will also be used internally. We use this information by ordering and marketing our products directly to you.
If you sign up to our newsletter, you will receive a promotion code within 5 minutes. If you have not received it, please check if it ended up in spam/unwanted emails. If that is not the coincidence, please do not hesitate to contact us at firstname.lastname@example.org.
The intro-promotion code can be used on all not discounted products. This means that it is not possible to use it on already discounted items.