Delivery & Returns
- Shipping & Delivery
- UK Delivery Charges (Including Northern Ireland and Channel Islands)
- Delivery to Europe, USA, Canada, Autralia and New Zealand
- Delivery to all other countries
- Returns
- Shipping & Delivery
- Most of the items we have for sale are in stock and we aim to send all in stock items within 24 hours of you placing your order, though this may take up to 48 hours over a weekend or bank holiday. If you have registered and created an account on the CheerfulSoles website then you can check the status of your order online in the my account section on the website. Instructions on how to do this are included in the Help Category.
- UK Delivery Charges (Including Northern Ireland and Channel Islands)
- Free Delivery Royal Mail Second Class Delivery Service, Royal Mail delivery aim is 3 - 5 working days though this could take longer. If you want your order delivered sooner than this then please use out recorded delivery option.
- Royal Mail Recorded Delivery, £10 for up to 3 items on all orders delivery aim is 1 working day
- If you need your order sooner we can offer a guaranteed next day delivery Service. Please note you will need to contact us directly by phone or e-mail if your require this service and the price will depend on the number of items you order. Next day refers to next working day. Items must be ordered before 4.00pm Monday to Friday to qualify for this service. Any orders received after this time will be dispatched the following day. On Saturday orders must be received before 12.00pm and will be dispatched for delivery on the following Monday.
- If you require something different then please ring Cheerful Soles to arrange on 01756 753858.
- All packages are sent using Royal Mail Service. For Special Next Day Delivery service, provider will change depending on best price and service available.
- Delivery to Europe, US, Canada, Australia and New Zealand
- Europe £14 for 1 pair, £28 for 2 pairs and £42 for 3 or more pairs. Delivery from 5 working days
- USA,Canada, Australia & New Zealand £22 for 1 pair, £44 for 2 pairs and £66 for 3 or more pairs. Delivery from 5 working days
- If you need your order delivering sooner than this, please ring CheerfulSoles to arrange on 0044 1756 753858, or e-mail,(price will depend on your location and Royal Mail charges).
- Please note that you will be responsible for any duty fees and taxes that will be applicable in your delivery location.
- All packages are sent via Royal Mail Small Packets Airmail service
- Delivery to all other countries
- We are happy to discuss dleivery to other Countries. Delivery rates will be discussed on an individual basis. Please email us initially to arrange posting your shoes to a location other than those listed above.
- Please note that you will be responsible for any duty fees and taxes that will be applicable in your delivery location.
- Returns
- We hope that you will be so impressed with your new shoes that you will not need to consider returning them, however we do understand that in some circumstances, you may need to. So, if your shoes are not what you hoped they would be or you simply don't like them please refer to our policy stated below.
- Please note, we only offer our free returns service for customers in the UK who are exchanging their shoes. If you are returning shoes for a refund then you will need to pay for postage when sending the shoes back to us.
- UK Free Returns and Exchange Service
- We recognise that you may need to swap the shoes you originally ordered for an alternative size or style. Therefore we will cover the cost for you to return your shoes to us and post your 1st exchange free of charge. Further exchanges will incur our standard delivery charge.
- Please note that if your return includes a mixture of shoes for refund and shoes to exhange, you can only use our free returns label for the shoes that you wish to exchange. You will need to pay for postage on any items that you are returning for a refund. If you used the free returns label to post items requiring a refund then we will deduct £3.50 postage fee per pair from your refund.
- Please email us to obtain a free returns label for the shoes that you would like to exchange.
- Standard Return
- You are entitled to a full refund under the Distance Selling Regulations. This is known as your statutory right to cancel your order. Distance selling regulations state that you must return your shoes to us within 7 working days from the date that you received your order, however we offer a no fuss returns policy for a period of up to 30 days from the date that you placed your order. In all instances you will be responsible for paying postage to return shoes to us.
- We aim to process all returns within 14 working days of receipt of the shoes you are sending back, however Please allow up to 30 days for your return and refund to be compelted.
- Refunds will be made using the same method of payment you chose for your purchase.
- If you return shoes to us after 30 days from date of purchase then we will be happy to issue a credit note to the value of your purchase providing the shoes are returned in a re-salable condition
- In all instances we reserve the right to deduct part or all of the purchase price if the goods or packaging are damaged.
- The address to send your returned purchase back to is, CheerfulSoles, 29-31 Main Street, Grassington, North Yorkshire, BD23 5AD
- Standard EU Overseas Return (up to 14 days from date of purchase)
- To return goods for exchange or refund from outside the UK, you will need to pay for postage as we are only able to offer a free returns service for exchanges to UK residences in accordance with our contract with the UK Royal Mail Services. You can return your purchase for a period of up to 30 days from the date you placed your order. We will be happy to exchange or give you a full refund as long as we receive your purchase in unworn condition and the packaging is not damaged.
- If you return shoes to us after 30 days from date of purchase then we will be happy to issue a credit note to the value of your purchase providing the shoes are returned in a re-salable condition
- In all instnaces we reserve the right to deduct part or all of the purchase price if the goods or packaging are damaged.
- Once received we will assess your return and, depending on what you have requested, we will:
- Returning Shoes for a Refund - Refund you the purchase price of the shoes you return, less any delivery charge
- Exchanging Shoes for alternative style / size - We recognise that you may need to swap the shoes you originally ordered for an alternateive size or style. Therefore we do not charge postage on your 1st exchange
- We aim to assess and process all returns within 14 working days of receipt .Refunds will be made using the same method of payment you chose for your purchase.
- If you want to return goods that fall outside of this time period then you will need to give us a call on 0044 1756 753858 and we can discuss how to proceed.
- The address to send your returned purchase back to is, CheerfulSoles, 29-31 Main Street, Grassington, North Yorkshire, BD23 5AD, England.
- Returns Rest of the World
- Due to Customs Duty and Import VAT implications, we DO NOT accept returns or exchanges from outside the EU.
- Returning Faulty Goods
- If your shoes are faulty then we will be happy to exchange, refund or repair them free of charge as long as we receive them within 30 days from the date you received them*. Please include clear instructions on the returns form in order to let us know what you want to happen next.
- Complete the returns form indicating that you believe your purchase was faulty together with a description of the fault and place it in the shoe box. Pack the shoes up carefully in their original box and follow either the UK or Overseas step by step guide below.
- Once received we will assess your claim and, depending on what you have requested, we will exchange or refund your purchase. If we agree with you that your shoes are faulty we will refund you the purchase price and the original delivery charge.
- We aim to assess all faulty returns within 14 days of receipt at which point we will contact you and agree a way forward. Refunds will be made using the same method of payment you chose for your purchase.
- *For faulty items returned outside this time period then you will need to give us a call on 01756 753858 and we can discuss how to proceed.
- Step by Step Guide to Completing your UK Return - Exchanging your Shoes
- email us or ring to discuss your exchange and to obtain a Free Returns Label
- If you are returning a mixture of shoes for exchange and shoes for refund then only use the free exchange label for the shoes you are exchanging.
- Print your free returns label ready to fix to your package.
- Complete the returns form included with your purchase and place it in the shoe box. Pack the shoes up carefully in their original box and a secure an outer wrapper.
- Fix the free returns label and send them back to us.
- The Royal Mail may reject any package that is not adequately wrapped. 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). Please note that we are not liable for goods lost in transit.
- Step by Step Guide to Completing all Standard UK Returns
- Notify us in writing by email to state that you will be returning your shoes for a refund
- Complete the returns form included with your purchase and place it in the shoe box. Pack the shoes up carefully in their original box and a secure an outer wrapper.
- Clearly write our address on the package; CheerfulSoles, 29-31 Main Street, Grassington, North Yorkshire, BD23 5AD.
- You will need to pay for postage for your return
- The Royal Mail may reject any package that is not adequately wrapped. 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). Please note that we are not liable for goods lost in transit.
- Step by Step Guide to Completing your European Return
- Notify us in writing by email to state that you will be returning your shoes for a refund or exchange
- Complete the returns form included with your purchase and place it in the shoe box. Pack the shoes up carefully in their original box and a secure an outer wrapper.
Clearly write our address on the package; CheerfulSoles, 29-31 Main Street, Grassington, North Yorkshire, BD23 5AD, England.- Your Postal Service may reject any package that is not adequately wrapped. Make sure that you get proof that you have sent the package. Please note that we are not liable for goods lost in transit.
- What to do if you haven't received your shoes
- From time to time items can get lost or delayed in the post. Though we are pleased to say that this rarely happens we are able to work with Royal Mail to investigate what may have happened to your package. There is a waiting period of up to 15 working days, (commencing after the date your parcel was due to arrive by), during which we have to allow the package to be re-directed or returned to us following any delivery problems. Once this time has expired we are able to submit an application to to the Royal Mail on your behalf and they will commence proceedings to find out what has happened. Please Note we are unable to send replacement shoes or issue refunds until this due process of investigation been completed to our satisfaction.
- Here's what to do if you think that your shoes may have been lost in the post:
- Items dispatched to UK Addresses using Free Delivery Service
- The Royal Mail will only consider a package to be lost after 15 working days have expired following the delivery due date of the package (this is excluding weekends and bank holidays). This is to give the package a chance to reach you or be returned to us following any delivery problems.
- Items dispatched by CheerfulSoles to UK customers using our Free Delivery Service can take up to 3 working days to be delivered (this is the due date). You should wait until this time has expired before considering that your shoes may have been lost in the post.
- Once this initial 3 working days timescale has passed check with your local sorting office that your package has not been re-directed there. Usually if there is no one in at the time of delivery you would expect to see a card posted through your letter box indicating that there is a package awaiting collection at your local sorting office, however, this is not always the case so it is always best to check first.
- Contact us via Phone 01756 753858 or email to let us know that there is a problem and we will keep in touch with you and advise you of the date when we are able to commence investigation with the Royal Mail.
- Once we have received a reply from the Royal Mail we will be in touch with you let you know the outcome and to discuss next steps
- Items dispatched to UK Addresses via Recorded next Day Delivery
- The Royal Mail will only consider a package to be lost in this instance after 10 working days have expired following the delivery due date of the package, this is to give the package a chance to reach you or be returned to us following any delivery problems.
- Please check with your local sorting office that your package has not been re-directed there. This should not have happened unless requested by you however if there was no one in at the time of delivery this could be the case so it is always best to check first.
- Please contact us immediately if your package has not arrived via Phone 01756 753858 or email and we will keep in touch with you and advise you of the date when we are able to commence investigation with the Royal Mail.
- Once we have received a reply from the Royal Mail we will be in touch with you let you know the outcome and to discuss next steps
- Items dispatched to European Addresses
- The Royal Mail will only consider a package to be lost in this instance after 20 working days have expired following the postage date of the package, this is to give the package a chance to reach you or be returned to us following any delivery problems.
- Delivery to European addresses can take up to 5 working days. Please allow for this before considering that your package may have been lost in the post. We would also ask that you contact your local mail service provider after this initial 5 working days period has ended to make sure that your shoes are not awaiting collection at your local sorting office following any delivery problems.
- Contact us via Phone 0044 1756 753858 or email to let us know that there is a problem and we will keep in touch with you and advise you of the date when we are able to commence investigation with the Royal Mail.
- Once we have received a reply from the Royal Mail we will be in touch with you let you know the outcome and to discuss next steps
- Items dispatched to Rest of the World
- The Royal Mail will only consider a package to be lost in this instance after 25 working days have expired following the postage date of the package, this is to give the package a chance to reach you or be returned to us following any delivery problems.
- Delivery to overseas addresses can take up to 5 working days. Please allow for this before considering that your package may have been lost in the post. We would also ask that you contact your local mail service provider after this initial 5 working days period has ended to make sure that your shoes are not awaiting collection at your local sorting office following any delivery problems.
- Contact us via Phone 0044 1756 753858 or email to let us know that there is a problem and we will keep in touch with you and advise you of the date when we are able to commence investigation with the Royal Mail.
- Once we have received a reply from the Royal Mail we will be in touch with you let you know the outcome and to discuss next steps
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