Help & Frequently Asked Questions

PAYMENT

Q: What Payment methods do you accept
A: We accept credit card and debit card payments from VISA, MASTERCARD, MAESTRO, DELTA, SOLO, and VISA ELECTRON.
We also Accept PAYPAL

Q: What Currency do you accept
A: We only accept UK Sterling (GBP)


DELIVERY CHARGES

Q: What are your delivery charges within the UK?
A: DELIVERY AND POSTAGE CHARGES TO: UK Mainland, Northern Ireland, The Channel Islands and the Scottish Islands are as follows:

Free Delivery
For special next day delivery £7.00 (Orders to be placed before 4.00pm)

Q:What are your delivery charges for the rest of the world?
A: DELIVERY AND POSTAGE CHARGES TO: The rest of the world are as follows:

Please note that due to many fraudulent transaction we have decided not to deliver within the following countries:

• Nigeria
• Malaysia

DISPATCH TIMES


Q: How long will it take before I receive my order
A: All goods will be posted the same date of the order, if the order is place before 1.00pm.

All Orders placed after 1.00pm will be sent the following day
On Saturdays we will post orders that are received up to 11.00am
All our goods are posted by first class recorded delivery.

Q: How do I know you sent the order
A: A confirmation of delivery will be sent to you by email, as soon as the order has been dispatched, together with a tracking code. All goods are sent by recorded delivery.

Q:I live abroad, how long will it take before I receive my order
A: All Orders will be posted the same date of the order, if the order is place before 1.00pm.
All Orders placed after 1.00pm will be sent the following day
On Saturdays we will post orders that are received up to 11.00am. Please allow 5 to 14 days to receive your order. As we are not in control of the delivery companies, we cannot be held responsible for any delay in delivery.
 
Q: How do I know you sent the order
A: A confirmation of delivery will be sent to you by email, as soon as the order has been dispatched, together with a tracking code. For overseas deliveries the recorded delivery method is not provided by Royal Mail, instead a signed for service is provided.  Please allow 5 to 14 days to receive your order. As we are not in control of the delivery companies, we cannot be held responsible for any delay in delivery. 


DELIVERY COMPANIES


Q: Which companies do you use for deliveries
A: For UK deliveries we use the Royal mail, and for overseas deliveries we use Parcel Force


SHOP


Q: Do you have a shop
A: Yes we do, and the address is: Tip Top Shoes, 39 High Street, Hoddesdon, Hertfordshire, EN11 8TA

Q: Can I call you
A: Yes you can between 9.00am and 5.30pm Monday to Saturday. Our telephone number is 01992 444122

Q: Do you have an email address?
A: Our email is: info@tiptopshoesuk.com

Q: Can I visit your shop
A: Yes you can. Our visiting hours are 9.00am to 5.30pm, Monday to Saturday inclusive. We are closed on Sanday.


PRODUCTS


Q: Do you have a catalogue
A: We do not have a catalogue. All products shown in our website are current products, and are available as indicated.

Q: Can I buy any of your products?
A: You can buy any product. The only exception is FitFlop products where we cannot sell to the Republic of Ireland or outside the UK

Q: Do you re-stock sold out items
A: The nature of our business dictates that some items will be out of stock. However, where enough demand exists, we may well re-order certain items. The best thing to do is to register your interest for the particular product. Please send us an email at  info@tiptopshoesuk.com  to contact customer care team quoting product name/code, colour, size. We recommend that you visit our website from time to time to see if your desired item becomes available again.

Q: I would like more information about a product
A: We would be more than pleased to answer any question you may have, regarding our products. Please either call us on 01992 444122 with any question you may have, or send us an email at info@tiptopshoesuk.com quoting the name, reference number of the product, followed with your question, and we will reply with the answer.


ORDERS


Q: Can I order by phone
A: Yes you can, we may need to verify your address, and we would only send items to the address, your credit or debit card is registered.

Q: Can I change my order
A: Once your order has been confirmed, you will not be able to change it. Please refer to the 14 day cooling off period for more details.


RETURNS


Q: Can I return my order and receive a refund?
A: Tip Top Shoes  take pride in offering high quality footwear. Our goods are checked for quality before they are packaged and sent to our customers. In the unlikely event that you are not completely satisfied with your purchase, please return purchased footwear unworn within 14 working days. Please ensure that you keep the goods in its original packaging . In accordance with your rights we will be pleased to exchange or refund where goods are found to be defective. Unfortunately we are unable to provide refunds if the goods have been worn and you have changed your mind, or if the goods have been damaged after purchase.
We will not refund the cost of postage and packaging, and you will be responsible for the expense of posting the goods back, unless the goods are defective.
If the returned item is found to be used, damaged or the packaging (internal or external) not suitable for re sale - then any refund or exchange will be refused and the items will only be returned to the customer once all shipping costs are paid.

Q: I received a wrong or faulty item
A: In rare cases, if this happens, please call us on 01992 444122 or send an email to info@tiptopshoesuk.com quoting you order number, and a brief message. We will call you back, and we will give you full instructions as to how to return the product.
In the event that the order was wrongly sent to you, or if it was faulty, prior to your receipt, we will be happy to refund the cost of postage and packaging.

The Sale of Goods Act 1979 (as amended) states, in respect of 'faulty' unworn goods that; consumers are entitled to a reasonable time to reject unsatisfactory goods and demand an exchange or full refund.
Our products are manufactured to very high standards and therefore bear full manufacturer’s warranty. Customers will not be liable for basic defects arising in workmanship and/or failure in use. Repairs, exchange and full refunds will be given should the product experience manufacturing defects or failure in use. That said, we do not offer any guarantees against standard wear and where this is the case (for seeking an exchange or refund), Tip Top Shoes reserves the right to seek advice from an independent body.
In so doing, should the returned product be found to bear no manufacturing defects or failure in use, but due to wear and tear, we would not reimburse the cost of postage to the customer.

Q: When shall I expect to receive my refund
A: Returns will be processed immediately once we receive the goods, and the refund should take 2 to 5 working days to reach your account.
A refund confirmation email will then be sent to the same email address to which your initial order confirmation was sent.
Any refunds will be made via the original method of payment.
Whilst you can get the full value of returned items refunded, unfortunately, the original cost of delivery you paid to have the items delivered to you are non refundable, unless we were at fault.


IMPORT CHARGES


Q: I live abroad, do I have to pay import charges
A: Any customs or import duties are charged once the package reaches its destination country.(Applies to countries outside the European Union) These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country. Please contact your local customs office for further information.