Before placing your order please read through our policies which govern the basis upon which the sale is made; if you do not understand any term it is important that you do not proceed without first seeking clarification; Once goods are supplied to you in accordance with your order a contract is made between you (the Consumer) and us (The Company); that contract is subject to these policies without exception.
Shipment & Delivery
Orders received Monday-Friday before 9am (UK time) will be processed the same day; we offer both Priority and Economy shipping and each option clearly states how long your parcel will typically take to arrive. On occasion, circumstances outside of our control may cause a slight delay so please send a 'Contact’ form to establish the timescales, should your Order be urgent.
The Company cannot be held liable for non-receipt, or delayed receipt, of items where a customer has entered incorrect delivery details. It is the Customer's responsibility to keep their account up to date with their address and contact details, and should take extra care where an item is ordered well in advance of estimated delivery date.
Deliveries made according to our Standard Terms will be insured against non-delivery; customers who advise additional delivery details which negate these terms, e.g. 'leave in the porch', do so entirely at their own risk.
Orders received after 10am on Friday may not be dispatched until the following Monday except on Bank Holidays when they will be dispatched on the first working day thereafter.
We send all packages on a 'signed for' service so, if there will be nobody available at your home address to receive your package please feel free to use an alternative address for delivery to avoid delays whilst our courier tries to contact you.
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. If you are ordering multiple items we advise you to group your items into one order as we cannot retrospectively group two distinct orders placed separately, and shipping fees will apply to each order, however; goods to the same customer and address, which are ready for dispatch at the same time, may be packaged and sent together by our nominated warehouse. Kindly note that no refund of shipping or handling fees will be made where these circumstances occur.
Please note we try to keep postage/shipping fees as low as possible; as such, we do ask that you pay a nominal fee towards the cost of any replacements you request. At this time we do not intend to artificially inflate postage/shipping charges to cover the cost of sending out the odd replacement as we feel this would penalise the majority of our customers who do not make returns.
If part of your order is an 'Advance Order', your whole order will be held and the items sent together; if you wish to receive the in-stock items separately there will be an additional shipping/postage charge in line with our additional costs, we are happy to advise this cost which will vary subject to the weight of your goods and the carrier used. Please contact us via your account if you require a quote.
Please check your delivery address carefully before confirming your order; if your shipping charge is too low because you entered the wrong country the shortfall in terms of shipping and/or Taxes will be debited from your card without notice. Paypal customers will be sent an additional payment request and their order will be placed on hold until we receive the shortfall.
Any and all package damages should be recorded with the carrier at point of signing for the parcel; any resultant claim will be subject to this record; any claims arising as the result of damaged, or open packaging that are not recorded with the courier, will be null and void. In case of parcel damage you may reject the item at point of delivery and the package will be returned to us at no extra cost to you.
Any goods received that are not as ordered, or are damaged upon receipt, must be notified immediately via the 'Contact Us' link on the Home page header; please state your name, the Unique Order Reference Number on your Invoice, and a brief overview of what you believe you ordered / what you received and how, if applicable, it is damaged. You will be called at our earliest convenience on the telephone number attached to your order.
Whilst our Web-store is open 24/7 we cannot deal with enquiries 'out of hours' or on Bank Holidays. Please message us via the 'Contact Us' link in the page header and we will respond as soon as our offices are manned.
We offer secure payment using both Stripe and PayPal using Visa and Mastercard; you can also pay securely using funds from your PayPal Account.
Payment is taken at point of order even if the order is made in advance of the product being available. Products made available for sale in advance will be clearly marked so please ensure you read all information given.
Overseas customers are able to pay in their home currency via both PayPal and Stripe; please note, the currency is converted via a system which updates at intervals throughout the day in line with prevailing exchange rates; you will be charged the exchange rate that prevails at the time your order is confirmed on the payment gateway.
Your Right to Cancel
Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a legal right to cancel the contract between you and us within 14 days of delivery without giving a reason unless the product is a custom order/ bespoke order, sometimes called 'Special Orders'.
The cancellation period will expire 14 days* from the day you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the Product you ordered.
To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement (e.g. a letter sent by post, or email). The easiest and most reliable way to do this is to contact us via our online 'Contact Us' form; please include your order reference or ID so that we can tie up your message to the correct order. Please note: only the customer in whose name the order was placed can make an amendment to, or cancel that order. We cannot accept such via any third party.
Returns under Consumer Contract Law
You must return the goods, at your own cost, within a reasonable time frame which, we deem to be 14 days from your notice of cancellation; you must also:
Enclose a copy of your Delivery Note, bearing your order number, which is provided with your goods; (a record of your order is preserved in your online Account for your reference)
Ensure goods are returned in a clean, unworn/unused/unaltered condition
Ensure all swing tags and/or labels are still in tact - removal of such is deemed to be your acceptance of the product
Ensure the packaging that the goods were supplied in, is included in the return parcel
CUSTOMERS RETURNING GOODS FROM OVERSEAS must ensure that they mark the item as a RETURN when completing their customs declaration; failure to do so will result in the fee for re-import being deducted from the refund amount due.
We are happy to extend the normal return period for up to one month if the goods you are purchasing are for a gift for a third party; this MUST be arranged and agreed with us at the point of order; we cannot apply this extension retrospectively.
PLEASE NOTE: Boots can be expensive to return however we have found MyHermes offer the cheapest option. Customers opting for their service should book them into the 2-5kg weight range with MyHermes.
The customer has a statutory duty under consumer law to exercise due care of all goods in their possession, which they intend to return. Soiled goods will not be accepted for return; without limitation this includes goods that are soiled by animal hair and/or excretions, mud, human excretions, ink or make-up. Cleaning or laundering of such goods prior to return will render them illegible for return.
Goods returned not in accordance with these terms will be sent back to the customer without further notice, and the cost of postage debited from their credit/debit card; such goods paid for using a PayPal account will be held for a maximum of 30 days pending payment of postage by the customer and a new PayPal request for payment will be issued. Should the return postage not be settled within 30 days Plus In Boots reserves the right to dispose of the goods at their discretion.
We strongly suggest you obtain a receipt for your return parcel from your chosen carrier as you will need it if your parcel goes missing or becomes damaged in transit, to track it's progress through their delivery network, or to make a claim against your chosen carrier for any failures in their service to you. Customers are free to use whichever carrier or mail service they choose provided goods arrive with us in a reasonable time frame; we deem this to be 14 days from notice of your intention to make a return. Any such returns form a Contract in Law between you and your nominated carrier; as such, non-delivery of your return must be resolved directly by you. Should packages be received in an imperfect state we will notify the carrier on receipt; we will be happy to support any claim you may make against the carrier accordingly.
Once your goods are received back into the warehouse we have up to 14 days to refund or replace the goods however; we endeavour to process all returns fully within 7 working days of their receipt by us.
We accept no liability to pay any monies to the customer by way of compensation, other than to refund the amount paid by you, for the goods in question.
PLEASE NOTE: Where discounts have been applied that are subject to a qualifying order value, your invoice and refund will be adjusted according to the residual order value.
Claims against 'Merchantable Quality' & Goods Considered Not 'Fit For Purpose'
Whilst every effort is made to accurately describe products offered for sale on this website, colour representation is only as accurate as the web design process and customer screen calibration will allow, therefore; goods returned that are not the exact shade or colour that was expected will be processed under the Terms of your 'Right to Cancel' (see above) and are subject to the same 14 day cancellation period. From time to time fabrics may alter slightly depending upon availability at time of manufacture, however; the stretch, wear and wash properties will remain the same. If you wish to know the precise make-up of the fabric used please contact us via the 'Contact Us' link in the header of the Home page.
Product faults or damages must be notified within 24 hours of receipt via our online 'Contact Us’ Form, found in the home page header. Please quote your unique Order Reference Number and name in all correspondence.
We make every effort to ensure all goods offered for sale on this website are fit for purpose however; from time to time a product will develop a problem within the first 6 months of use. If you have a product purchased from this website which, you believe has developed a problem that is not of your causing then, in the first instance, please message via our online 'Contact Us' form giving brief detail of:
When the item was purchased
What you consider the problem to be and how you believe it developed
The name used to place the order and/ or Unique Order Number if you still have it
If possible, please also include a photo clearly showing the problem along with a second photo showing the overall condition of the product ( in the case of footwear please also send a photo showing the soles to aid identification of the batch)
In most cases we are able to diagnose the problem from this information however we may ask you to return the product to us for closer inspection.
To keep in line with prevailing Consumer Law, where a customer claim against Merchantable Quality is upheld within 6 months of purchase; either a full refund or replacement will be issued; in addition we will reimburse the cost of such a return - whilst customers are free to choose a carrier or mail service of their liking, the amount refunded in respect of the return will be calculated at either My Hermes or Royal Mail Second Class rate, whichever is the cheaper. We therefore strongly recommend you use one of these services or risk being 'out of pocket' in respect of postage charges.
PLEASE NOTE: any Boots being returned should be booked into the 2-5kg weight range with MyHermes.
Please do not return damaged or unfit goods without being asked to do so by a member of our team; often we are able to resolve the issue without the need of a physical return. the cost of postage of goods received without prior agreement to return may not be refunded.
Where a customer claim against Merchantable Quality is NOT upheld the customer will be provided with a report detailing the reason for rejection; please keep this for your records as, should you decide to issue court proceedings as a result of the rejection, it will be used as evidence. Where a Merchantable Quality Query is raised and rejected you are responsible for the collection of your property and should do so as soon as possible; goods will be kept for three months and, by this time, if no collection has been processed your goods will be destroyed.
Only goods returned in a CLEAN condition will be accepted regardless of the basis of the return; under HSE guidelines, we cannot and will not deal with soiled goods which are deemed a health risk to our staff.