Frequently Asked Questions
What are your delivery charges?
What about returns?
What if I need to exchange my shoes or need a full refund?
What methods can I use to pay for my order?
What about credit/debit card security?
How does Bells Shoes use the information I provide?
Delivery
We aim to process and despatch orders within 24 hours on weekdays or on the next working day if placed at the weekend. For next day delivery orders must be placed before 1pm Mon-Fri and if in stock are guaranteed on the next working day by 1pm. If placed over the weekend they will be dealt with on Monday.
We will dispatch to a different shipping address from the billing address but will carry out additional checks, where we deem it necessary to protect both ourselves and our customers.
DELIVERY CHARGES |
UK | Collect in store | FREE |
Royal Mail Tracked Delivery* (Free Delivery and Exchanges) | FREE |
Royal Mail – next working day by 1pm (Free Exchanges) | £4.95 |
ROI | Royal Mail Intern Signed For – Airmail | £4.99 |
Royal Mail – Airsure | £7.99 |
ALL COUNTRIES IN THE EU | Royal Mail – Airmail Intern Signed For /Airsure** | £7.99 |
ALL EUROPEAN COUNTRIES OUTSIDE THE EU | Royal Mail – Airmail Intern Signed For /Airsure** | £7.99 |
USA & REST OF WORLD | Royal Mail – Airmail Intern Signed For /Airsure** | £9.99 |
** Please note where possible all overseas orders will automatically be sent via Royal Mail AirSure however, as this service is limited to just 30 worldwide destinations Airmail will be used for all other countries (excluding ROI who can choose from either service).
Sometimes we will choose a different courier service to the one you have selected depending on cost and the time of day that the order is placed. In these instances we will not charge the customer any more. The delivery method will always be Royal Mail or Parcelforce.
Returns FREE UK Delivery and Returns. In every order a prepaid returns label (UK orders only), returns form and mailing bag are included. If you use our prepaid returns label and require an exchange there will also be no additional postage costs.
Once you have read the exchanges/refunds terms and conditions please take to a Post Office and send to us making sure you obtain a proof of postage certificate. Please also include a completed returns form.
Please note for overseas orders costs involved in returning a product are paid for by the customer at the time of posting. If you require an exchange this pair will then be sent out free of charge.
We can accept all exchanges/refunds at either of our Bells Shoes stores in Buxton or Leek.
Exchanges/Refunds
If an item is returned for an exchange or refund please follow these guidelines.
1) Unworn items must be returned within 14 days of receipt. Please ensure shoes are only tried on indoors on carpeted surfaces.
2) A returns form must be filled in and included. Your receipt is printed on the reverse of this form.
3) Returned items must be unworn, in their original box with labels still attached. Please do not glue or tape the form/box.
4) Any damaged goods received must be highlighted to us within 10 days. Please contact us if your item is faulty.
5) If returning from within the UK for a refund you can use the prepaid returns label provided. If you require an exchange there will also be no additional postage costs.
6) If returning from outside the UK costs involved in returning a product are paid for by the customer at the time of posting. If you require an exchange, this pair will then be sent out free of charge. When returning items from outside the UK we insist you use Airsure if available.
7) When taking your parcel to the post office we insist you obtain a certificate for 'proof of posting' which is available ar the time of posting. This is your proof should any returned items go astray and should be kept in a safe place until you have received your refund.
8) There is no administration fee for any goods returned to us.
9) We will process your exchange/refund the same day if possible. Please allow up to 10 working days for the funds to show in your account
If you live locally we can accept all exchanges and refunds at either our Buxton or Leek stores.
None of the above affects your rights as a consumer.
Payment
We accept most major debit/credit cards including Visa, Mastercard, Visa Delta, Switch/Maestro, Solo or Electron Cards and American Express. We also accept payment via Paypal.
We do accept payment by cheque. Please contact us for details.
If you prefer to make payment and/or place your order over the phone please call 01538 373836. One of our sales team will be happy to assist you. All prices on the website are quoted in GBP and include 20% VAT. If you are shopping from anywhere outside of the UK, place your order and your credit/debit card will convert to your own currency on your statement.
We will automatically deduct 20% VAT at the checkout for Non EU orders. Please note that all prices shown on the site include 20% VAT. We know we have many customers from countries outside the EU, who can now shop VAT Free.
Credit/Debit Card Security
Your credit card details are encrypted by Nitrosell (our webstore provider) and held securely on their server. Encryption takes place both before processing and when stored on the database. Credit card details are never held in a clear text format.
We use REALEX Payments to manage our transactions and Alliance & Leicester to authorise them. Please be assured that when you insert your credit/debit card details on the confirmation page your transaction is 100% secure. We use 3D secure payment.
Terms and Conditions
Disclaimer
Bells Shoes reserves the right to alter without prior notice any content found within the website. Bells Shoes and any other party involved in making this site available to you are not liable for any direct, indirect, incidental, consequential or punitive damages arising out of it being accessed or used. Bells Shoes assumes no responsibility, and shall not be liable for any damage or viruses that may infect your computer equipment. We take great care with the descriptions of our products as they appear online. Every reasonable care has been taken to ensure that descriptions are accurate. Bells Shoes cannot be held responsible for discrepancies, either real or perceived. Wherever possible prices in our stores match pricing on our website. Occasionally we will promote items only on our website and vice versa.
Price Match Guarantee
Our price match guarantee only applies to full price products being offered for sale by other footwear retailers. We will not match prices on anything offered on any auction websites/clearance stores.
Security
This website is operated by Bells Independent Footwear Stores trading as Bells Shoes. All content you see here is owned by or licensed by us. It is not for commercial use and unless we specifically agree you cannot copy, distribute, publish or alter the web site content. You may only download content from this website that is required for the sole purpose of assisting you in placing an order. Such downloaded material may not be used for any other content. We guarantee to comply with procedures and requirements laid down in the UK Data Protection Act 1984. For security reasons we strongly recommend you do not send credit card numbers by standard email but use the secure facility on the website. At Bells Shoes we take security of your details seriously and have taken every precaution to make sure your transaction is secure. All your personal and account details are held securely and when you place your order you will be taken into a secure server. Look for the padlock symbol in the status bar of your internet browser. If you are still unsure about submitting your details over the internet, why not call us on 01538 373836.
Privacy Policy
Bells Shoes values your privacy and the information we collect. If you purchase from our website, upon order we will ask you to provide your title, initial, surname, full address details (and delivery address if different from the billing address), contact number, email address and billing address. We will securely store this information and only you will have access to it using your username and password. You should keep your user name and password safe at all times. Once you have registered, if you choose to order again then your personal details can be easily retrieved, ordering will be quick and easy. This will save you time not having to re-enter your personal details.
How we use your details
We will only use your details to keep you informed about our latest ranges and special offers if you tick the required field on the registration page. We will not contact you by telephone unless it is regarding an order. We will NEVER make your details available to any other companies or third parties.
In addition we will use your details to manage your purchase such as sending confirmation emails and delivering your goods. You can check the information we hold about you at any time by emailing us or logging on to your account. We will correct any errors promptly. All personal information is held securely on our database.
