Delivery & Returns
Delivery to European Union countries.
For all deliveries to non UK addresses, UK VAT will be deducted from the advertised price during the checkout process. PLEASE NOTE that you will be required to pay VAT at your countries domestic rate, Customs Duty plus handling costs prior to your order being delivered. Cheerful Soles will pass on your contact details to our international shipping provider in order for them to contact you to arrange for this payment.
Delivery to Northern Ireland & Channel Islands
Delivery to Northern Ireland and the Channel Islands is £4.95 per pair. UK VAT will be automatically deducted for orders delivered to Channel Islands addresses.
All Orders Dispatched from the UK
All our prices include UK VAT. If you are a UK customer you will not pay any additional VAT or Customs Duty before you can receive your order.
PLEASE BE AWARE! If you order from an EU online store, unless UK VAT is included in the price then you will be expected to pay UK VAT before your goods can be released to you from customs. If your combined order and shipping costs are above £135, then you may also be required to pay Customs Duty if the shoes are manufactured outside the EU. For example - Joya shoes are manufactured in South Korea.
Free Delivery Service
We offer a free delivery service to UK mainland addresses (excluding Northern Ireland and the Channel Islands). Please allow up to 7 working days for your order to arrive. We use Evri (previously My Hermes) to fulfil our free delivery service. For smaller items (foot-beds), we use Royal Mail second class service. For some addresses in the Scottish Highlands we may use Royal Mail 2nd Class signed for service. For delivery to Northern Ireland, please select Royal Mail 1st Class Signed for Service at check out.
Royal Mail 1st Class Signed for Service (All UK Addresses)
Royal Mail 1st Class signed for service is available to all our customers (including Northern Ireland). Please allow up to 3 working days.
Delivery to countries outside of the UK
We are able to send shoes to addresses outside of the UK. Please refer to the table below to determine what the cost and estimated timescale for delivery is for your address. For all deliveries to non UK addresses, UK VAT will be deducted from the advertised price during the checkout process. PLEASE NOTE that you may be required to pay VAT at your countries domestic rate and Customs Duty plus other handling costs prior to your order being delivered.
Delivery Rates UK Addresses
United Kingdom (inc Northern Ireland & Channel Islands)
Service |
Availability | Cost | Delivery Aim |
Free Delivery, Evri (previously My Hermes) or Royal Mail 2nd Class |
All UK mainland Addresses (excluding Northern Ireland and Channel Islands).
|
£0.00 | Please allow up to 7 working days* |
| Royal Mail 1st Class |
All UK Addresses (including Northern Ireland and Channel Islands)
|
£5.50 per pair | Please allow up to 3 Working Days |
* 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.
Delivery Rates for Non UK Countries
|
Destination |
Cost |
Delivery Aim - Please note that in some instances these timescales may be longer due to customs clearance. |
|
Western Europe (inc Gibraltar & Scandinavia)
|
£13.50 per pair |
7 Working Days. Please note that shoes sent internationally need to clear customs and we cannot be held responsible for any delays within the destination country. |
|
Rest of Europe
|
£16 per pair |
7 Working Days. Please note that shoes sent internationally need to clear customs and we cannot be held responsible for any delays within the destination country. |
|
Rest of the World |
£30 per pair |
7 Working Days. Please note that shoes sent internationally need to clear customs and we cannot be held responsible for any delays within the destination country. |
NON UK CUSTOMERS **PLEASE NOTE** UK VAT will be deducted from the advertised sales price during the check out process. You may be required to pay handling costs, customs duty and VAT for your purchase at a rate which is determined by the country you reside in. It is your responsibility to make arrangements for this to be paid before your local customs will release your parcel for onward postage with your local postage service provider. We will not consider an item to be lost where we are able to prove that goods are waiting for your payment to release them from local customs authorities.
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 and exchanges 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.
- All returned shoes, whether being returned for refund or exchange must be sent in their original box in new, unworn condition (please try on your shoes on a carpeted area where possible). All returned shoes are inspected upon receipt. For items that we consider to have been damaged or worn to an extent other than what would be acceptable if you were trying them on in a shop, then no refund or exchange will be processed and the shoes will be returned to you.
- 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.
Step by step guide to completing your return
- 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
- PLEASE NOTE We do not offer free returns. You will need to make arrangments and pay for posting your items back to us for refund or exchange.
- The address to send your returned purchase back to is, CheerfulSoles, 29-31 Main Street, Grassington, North Yorkshire, BD23 5AD, England
- Customers Outside UK Please clearly mark the package 'RETURNED GOODS', and most importantly ensure that the 'Return Goods' option is ticked on the customs declaration form, to prevent any import charges and taxes being applied. Any charges Cheerful Soles incur to release returned goods from UK Customs will be deducted from your refund.
- 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
UK Exchange (Excluding Northern Ireland)
Exchanging for something that costs the same?
Please contact us to make sure that your exchange is possible. Call 01756 753858 email [email protected]. Once we receive the item you are exchanging, we will post your replacement free of charge via My Hermes. Please follow the step by step guide above to return the item you are exchanging.
Exchanging for something that costs less?
Please contact us to make sure that your exchange is possible. Call 01756 753858 email [email protected]. Once we receive the item you are exchanging, we will refund the difference in cost back to the method of payment you used to complete your initial purchase. We will post your replacement free of charge via My Hermes. Please follow the step by step guide above to return the item you are exchanging.
Exchanging for something that costs more?
We are sorry we are unable to offer an exchange. Please post your shoes back to us for a refund and order the alternative shoes you want online. Please follow the step by step guide above to return your item
All returned shoes, whether being returned for refund or exchange must be sent in their original box in new, unworn condition (please try on your shoes on a carpeted area where possible). All returned shoes are inspected upon receipt. For items that we consider to have been damaged or worn to an an extent other than what would be acceptable if you were trying them on in a shop, then no refund or exchange will be processed and the shoes will be return to you.
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.
