About us

shoes at last are completely dedicated to your satisfaction. If you have any suggestions or comments please email us using the contact page.

Contact details

shoes at last
81 Maple Road
Surbiton Surrey
KT6 4AW United
Kingdom
Phone: 0208 390 5673
Email: sarah@shoesatlast.com

Company No 4610265
VAT No 817 903 125

Making A Purchase

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on ‘Checkout’ and you will be asked for a few details that we need to be able to complete the order.

Credit cards accepted: Visa Credit, Visa Debit, MasterCard Credit, JCB, MasterCard Debit & Visa Electron

We accept credit card payment via World pay. If you are shopping from North America or anywhere else, place your order and your credit card company will convert the transaction to US Dollars or your own currency.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Shipping And Handling Our shipping charges are as follows:

UK
All parcels must be signed for
Free postage on orders over £150.00 (UK only)
Standard change of £10.00 per parcel on orders under £150.00

Overseas
Overseas
£20.00 standard postage charge
Delivery Schedule We aim to deliver your order as quickly as possible. We will normally send your order to you within 3 business days. International orders are generally received in under 5 days.
Back Orders Because our stock is unique and custom made, we are unable to provide a back ordering service. We apologise for any inconvenience this may cause.
Tax Charges For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.

Credit Card Security

When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Our returns policy

We want you to be delighted with your purchase but if you are not you can return any item within 30 days of receipt provided that the products are returned complete, in perfect condition, unused, unwashed and with its original packaging.

Our returns policy does not affect your legal right to cancel (see below) or your legal rights in relation to faulty or misdescribed products.

We will be happy to make a refund which will go onto the card which was used when you made your purchase. We are not able to refund any postage charges.

Send purchase back to 81 maple road Surbiton Surrey kt6 4aw

Your legal right to cancel

For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below.

You have 14 days after the day you (or someone you nominate) receives the products to change your mind, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receive(s) the last delivery to change your mind about the products.

You may cancel your order by following the procedure set out under the How do I return something? section. To meet the cancellation deadline, you must notify us by post, email or telephone that you wish to exercise your right to cancel before the cancellation period has expired. Where applicable, please keep a copy of your cancellation notification for your own records.

If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your order to us. You will have to bear the direct cost of returning the products to use.

If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the products and any applicable delivery charges to the credit or debit card or other payment method that you used to pay. We will process the refund without delay and in any event not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back or you have supplied evidence of having returned the products to us (whichever is the earliest).

If you are exercising your right to change your mind:

We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

How do I return something?

You can return an item to our store as long as you have your receipt or delivery note

Alternatively, you can send your return by post. The delivery note that came with your parcel has clear instructions of how to do this. Please complete the reverse side of the delivery note with the details of the items you are returning and enclose the note with your returned parcel.

Please always include a daytime telephone number and your email address in case we need to contact you about the return.

If you no longer have your delivery note, please include a letter with your name, address, email address, daytime telephone number and customer number if possible. Please let us know what you are returning and why.

Make sure your items are securely wrapped and send your return to:
Returns Department
shoes at last 81 Maple Road Surbiton Surrey KT6 4AW

Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received back. Items lost in transit will not be treated as returned.

What if the item is faulty?

We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item. If it is more convenient for you.

If a fault develops outside of the 30 day return period, or the item is difficult to package and return, contact us on 020 8390 5673 (Monday – Friday 10.30am to 7pm, Saturday 10am to 5pm, Sunday 11am to 5pm) before you return the item so we can discuss the fault with you and agree the best way forward.

Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift voucher to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.

Can I return an item to store?

You can return an item to our store as long as you have your receipt or delivery note

Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift voucher to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.

Can I return an item I bought in store by post?

Yes, just make sure you enclose your original receipt and your name, address, a daytime telephone number and email address in case we need to contact you.

Can I return an item I received as a gift?

An item that was received as a gift can be returned for an exchange or gift vouchers. An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit or debit card on which the gift was purchased. This does not affect the purchaser’s legal rights.

Guarantee

We guarantee your satisfaction. All of our products come with a 10 day no quibble guarantee.

Reaching Us

If you need to reach us, please email us using the link or form on the Contact page, alternatively, you can call on 0208 390 5673 (International +44 0208 390 5673) or write to us at 81 Maple Road Surbiton Surrey KT6 4AW United Kingdom

Privacy Policy

shoes at last do not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.