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Frequently Asked Questions

Prices

All prices include VAT at the current rate (20%).

All orders for Worldwide, Non EU and Channel Islands customers are exempt from VAT. VAT will be automatically deducted from your order at the checkout when selecting the relevant delivery option.

Product Availability

Occasionally, a particular shoe is not available for immediate despatch. In the event that we cannot meet our normal delivery times, we will notify you of the expected delivery date by e-mail, and give you the option to cancel your order.

Delivery Service

All items are shipped by 1st Class Royal Mail or Interlink Express.

For overseas deliveries, items are shipped by Royal Mail Airsure.

Delivery - How Quickly Will My Order by Despatched?

  • Orders confirmed before 1pm will be usually despatched the same day.
  • Orders confirmed after 1pm will usually be despatched on the next working day (Mon - Fri).

Occasionally, a particular shoe is not available for immediate despatch. In the event that we cannot meet our usual delivery times, we will notify
you of the expected delivery date by e-mail, and give you the option to cancel your order.

Delivery Times - How Long Will it Take to Receive My Order?

  • For delivery within the UK, please allow 5 - 7 working days for delivery.
  • For deliveries to Europe, please allow 7-10 working days for delivery.
  • For deliveries to the rest of the world, please allow 10-12 working days for delivery.

Please note that these delivery times are estimates, and delivery may take longer. Whilst we make every effort to despatch your order promptly, delivery may take longer than the times quoted above due to circumstances beyond our control.

Missing Delivery

If you think the delivery of your goods is overdue, please contact our deliveries department.

It may be worthwhile contacting your local postal sorting office as it is possible that they have already tried to deliver your goods but were unable to.

Changes to Delivery

If you wish to change the address on your order once it has been processed this can be done but will incur a charge of £7.50 and can only be done through www.coastalshoes.co.uk

Non Delivery

If the courier is unable to deliver after several attempts to the address given on the order and the goods are returned to us then there will be a charge of £13.00 which will be debited from your account.

Delivery Cost

Destination

Cost / £

UK Orders over £35 : FREE POSTAGE
Orders under £35 : £5 (inc. VAT) flat rate
Europe £10 (inc. VAT) for first item
£5 (inc. VAT) per additional item
Channel Islands £8.00 (ex. VAT) for first item
£4.00 (ex. VAT) per additional item
Rest of World £20 (ex. VAT) for first item
£15 (ex. VAT) per additional item

90 Day Returns Policy

eccomailorder.co.uk operates a 90 day returns policy. All we ask is that your shoes are sent back to us in the original packaging, unworn and re-sellable as new.

Please enclose your returns note when returning your shoes.  Please click here to print a copy.

Once your return is received and checked, your refund will be processed and a credit will be automatically applied to your credit card or original payment method.

Our returns policy does not affect your statutory rights.

Incorrect or Damaged Goods

If you have received incorrect or damaged goods, we will give a full refund. In the case of a refund for damaged goods, we reserve the right to an independent opinion on whether the goods qualify for a refund.

In the case of incorrect or damaged goods, we will reimburse the cost of you posting the goods back to us as long as the cost has been agreed with our Customer Services Department first. We strongly advise that you use a recorded delivery service. If a recorded delivery service is not used and the goods do not reach us, we cannot be held responsible for the cost of the goods.

Unsuitable Goods - your right to cancellation

If you feel the goods are unsuitable for you, we will refund the cost of the goods provided they are returned to us within 90 days of your receipt date and the goods are in a new and unused condition, with all their original packaging.

In the case of unsuitable goods, you must bear the cost of returning the goods to us. We strongly advise that you use a recorded delivery service. If a recorded delivery service is not used and the goods do not reach us, we cannot be held responsible for the cost of the goods.

Returns Procedure

Please follow the below procedure to return goods to us:

  1. Print out and complete our Returns Note

  2. Please provide a full description of the reason for return in the space provided.

  3. Wrap the items in their original packaging with all tags and labels etc relating to the returned goods.

  4. Send the package with the completed Returns Note to:
    Coastal Shoes
    40 High Street
    Lymington
    Hampshire SO41 9AF

    Please note, we strongly advise that you use a recorded delivery service. If you do not use recorded delivery and the goods do not get delivered back to us safely, we cannot be held responsible.

  5. Please allow 14 days for us to process your return. We will notify you by e-mail when we have processed your return. No returns can be processed unless these conditions are adhered to.

Exchanges

If you wish to exchange your goods, you may do so within 28 days of your initial receipt of goods. You will be responsible for the cost of returning the goods to us unless otherwise agreed with our Customer Services Department.

We strongly advise you to use a recorded delivery service to return the goods. If you do not use recorded delivery and the goods do not get delivered back to us safely, we cannot be held responsible.

Customs Charges

When ordering goods from us for delivery overseas, you may be subject to import duties and taxes which are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be.

Customs policies vary widely from country to country, so you should contact your local customs office for further information.

Additionally, please note that when ordering from us, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

Price Promise

coastalshoes.co.uk is pleased to offer a price promise, this price promise ensures that you will always be getting the lowest prices.

If you find the item at a lower price we will match the price. If you find the item cheaper elsewhere all you need to do is fill in the price promise form below of the item you are looking to match. We will then check the details and e-mail you a code to use for your purchase. We will aim to give you a response within 24 hours (Mon-Fri)

Your Name Your Email
Price Found Website of Product
    Product Code
     

Terms & Conditions

  • The item must be identical including size and colour.
  • The item must include delivery to your door.
  • The item must be in stock and available for immediate delivery
  • The item must not be a members only price
  • The company must ship from Europe and be able to supply a valid V.A.T number

The price promise applies to online retailers only.

Privacy Policy and Data Protection

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice. We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. We do not disclose your information to third parties (except for delivery purposes). The type of information we collect about you includes:

  • Your name
  • Address
  • Phone number
  • E-mail address
  • Date of birth

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by e-mailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy, the law and the Which? Web Trader Code.

Temporary Browser Cookies are used on this site, but only to maintain the contents of your shopping cart, and the cookies are deleted once you have completed your order or close your browser window. Data collected by this site is used to:

  • Take and fulfill customer orders.
  • Administer and enhance the site and service.

Competitions

We will occasionally run competitions through our website, and on our twitter, Facebook and Google+ pages.

The prize value for all competitions will be up to £80 unless otherwise stated.

We reserve the right to withdraw the competition at any time.

If the prize has not been claimed within 14 days of notification the prize will be withdrawn.

No cash alternative to the prize will be offered.

Complaints

Should you have cause to complain, please contact us by email and we will endeavour to reply within two working days.

I've Forgotten My Password

If you have forgotten your account password, click here and follow the instructions to reset it.

If you require help, please call us on 01590 718649.

Shoe Size Conversion Chart

Euro

36

37

38

39

40

41

42

43

44

45

46

47

UK

3 - 3.5

4 - 4.5

5 - 5.5

6

6.5 - 7

7.5

8 - 8.5

9

9.5 - 10

10.5

11 - 11.5

12 - 12.5

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