01756 753858

Delivery & Returns

 

Free UK Delivery

Delivery is FREE to all UK addresses. Please allow up to 7 working days for your order to arrive.

 

Special Delivery

If you want your shoes sooner, we also offer a Special Delivery Service:

  • Next Working Day Special Delivery Service for all brands except Joya & Waldlaufer
  • 2 Working Days Special Delivery Service for JOYA Footwear
  • We are unable to offer a Special Delivery Service for Waldlaufer Footwear

 

Delivery Rates

Please Note - Due to trade licenses and agreements, we are unable to process orders we receive for Joya footwear from customers who do not reside within the UK or Ireland.

United Kingdom (inc Northern Ireland & Channel islands)

Service

Availability

Cost

Timescale

Free Delivery

All UK Addresses

£0.00

Please allow up to 7 Working Days*

Next Working Day Special Delivery

All UK Addresses

 

(excludes Joya & Waldlaufer Footwear)

£15.00 - Per Pair

Next Working Day **

2 Working Days Special Delivery Service

All UK Addresses

 

(Joya Footwear Only)

£15.00 - Per Pair

2 Working Days from Date of Order.

 

*Delivery should take approximately 7 working days from the date of collection, however outlying areas such as the Highlands & Islands of Scotland, the IOM & IOW may take slightly longer. Please allow 8 working days from the date of your order before querying a delivery.

**Orders must be received before 2pm to guarantee next working day delivery, your goods. Orders placed after 2 pm will be guaranteed for delivery on the next working day after tomorrow. For special delivery orders received on a Friday please note although you may receive your shoes on Saturday, we can only guarantee delivery by the following Monday.

 

Delivery Rates for Non UK Countries

 

Destination

Cost

Timescale

Western Europe (inc Gibraltar & Scandinavia)

£9.50   – 1 Pair

£19.00 – 2 Pairs

£28.50  - 3 Pairs

7 Working Days++

Europe

£16.00 – 1 Pair

£32.00 -  2 Pairs

£48.00 – 3 pairs

7 Working Days++

Rest of the World

£20.00 – 1 Pair

£40.00 – 2 Pairs

£60.00 – 3 Pairs

7 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).

If you don't see your country listed at checkout then contact us for a delivery quote.


 

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. All returns are subject to the following terms:

If your shoes are not what you hoped they would be or you simply don't like them you have up to 30 days to let us know from the date you placed your order to return them 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.In all instances we reserve the right to deduct part or all of the purchase price if the goods or packaging are damaged.

Complete the returns form included with your purchase indicating the reason for the return and place it in the shoe box. Pack the shoes up carefully in their original box and a secure an outer wrapper

The address to send your returned purchase back to is, CheerfulSoles, 29-31 Main Street, Grassington, North Yorkshire, BD23 5AD

You are responsible for paying postage if you are returning items for a refund. If you use a free return postage label in error, we will deduct a £5 postage fee from your refunded amount. Free return labels are issued on the basis that an exchange for an alternative size or style has been agreed with Cheerful Soles

You must obtain proof of postage when returning items to us as we accept no liability for goods lost in transit when sending them back to us

Please note, You must take reasonable care of your purchase and we ask that you return items at your expense. We will not consider that you have taken reasonable care if shoes have been used to an extent other than what would be acceptable if you were trying them on in a shop. 


 

UK Exchanges

Exchanging for something that costs the same?

If you would like to exchange your shoes for an alternative size or colour then please contact us and we can check stock availability and issue you with a free return postage label if the alternative shoes are available. Once we have received the pair you are sending back, we will post out your replacement pair free of charge. UK customers only. 

Exchanging for something that costs less?

If you would like to exchange your shoes for a different style that costs less than you originally paid then please contact us and we can check stock availability and issue you with a free return postage label if the alternative shoes are available. Once we have received the pair you are sending back, we will refund you the difference in cost via the method of payment you initially used. We will then post out your replacement pair free of charge. UK customers only. 

Exchanging for something that costs more?

If you would like to exchange your purchase for an alternative style that costs more money - this is not a problem. Simply order the new pair online and contact us with you order reference number. We will then issue a free return postage label to you so that you can send the pair back that wasn't quite right to us. Once we have received the pair you are sending back, we will issue a refund via the method of payment you initially used. UK customers only. 


 

Returns & Exchanges Rest of the World

Customers within European Union

Customers within the European Union, please refer to the returns process above. If you would like an alternative product then you will need to re-order as we are only able to offer the free exchange service to customers in the United Kingdom.

Customers outside European Union

Due to Customs Duty and Import VAT implications, we DO NOT accept returns or exchanges from outside the European Union.


 

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*. 

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.

For UK Customers, contact us for a free postage label. 

Once received we will assess your claim and, depending on what you have requested, we will repair, exchange or refund your purchase.

If we agree with you that your shoes are faulty we will refund you the purchase price and any 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.

*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.

Special Note Regarding the Use of Orthotics - Please note. Wearing orthotic insoles which have not been specifically designed to fit a shoe can cause damage to the interior. We describe some of our shoes as suitable for orthotics due to removable insoles. We will not consider a shoe to be faulty where we can reasonably determine that damage has been caused by the use of orthotic insoles that were not sold or manufactured for that specific shoe.


 

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, here's what to do:

Items dispatched using our Free Delivery Service via Hermes*

My Hermes will try to deliver you package for up to 3 times and should leave a card for you to be able to contact them and arrange a more convenient delivery time if they missed you. If you didn't receive this calling card then please allow up to 8 working days from the date you placed you order before contacting us on 01756 753858 or email so that we can investigte further on your behalf.

 

Items dispatched via Royal Mail to UK Addresses*

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 via Royal Mail 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

*Please Note we are unable to send replacement shoes or issue refunds until this due process of investigation been completed to our satisfaction.