What are your delivery charges in the UK?
We offer a number of different delivery options. The majority of our UK delivery methods are either FREE or charged at competitive rate and all are fully tracked. Full information about delivery services to the UK with estimated delivery times and costings can be found here.
Do you deliver overseas?
Yes, we deliver worldwide. Delivery charges are from £7.99 to Europe and from £9.99 to the rest of the world. Delivery to the Republic of Ireland is free. Full information about delivery services to the UK with estimated delivery times and costings can be found here. There are some restrictions on where products can be delivered to, details can be found at the checkout.
20% VAT is deducted on all orders outside the EU.
How long will it take for me to receive my order?
We aim to despatch all orders within 24 hours of their receipt. You will receive an email once your order has been despatched. Delivery times vary based on the delivery method/country. Delivery estimates are indicated at the checkout page. You can log into your account at any time to view the status of your order.
How do I track my order?
You will receive an email when your order has been despatched containing your tracking number. Tracking numbers can be used on the relevant courier's websites. There may be a delay of up to 24 hours in the tracking number being live from the time you receive it.
Can I have my order shipped to a different address?
Yes, there is the option at the checkout to specify a different shipping address. Please note we will carry out additional checks, where we deem it necessary to protect both ourselves and our customers.
Is it possible to change my delivery address once I've placed my order?
It may be possible to amend the delivery address on your order after your order has been confirmed but we cannot guarantee this. Please contact us by calling 0330 111 1213 as soon as you can to see if this is possible .
What happens if I am not in when my parcel is delivered?
If you are not in when your parcel our couriers will either leave you a card explaining where your parcel has been left or arrange a re-delivery of your parcel. If the courier is unable to deliver, your item may be taken to your local sorting/delivery office. There is the option at the checkout to leave instructions if you are not home such as a safe place to leave the parcel or to try a neighbour. Bells Shoes is not responsible for any items left in safe places.
I have only received part of my order?
If you order contains more than one pair we may need to split it into multiple parcels due to the weight restrictions with our couriers. If this is the case you will be notified when your order has been despatched. Please contact us if you don't receive your order within a reasonable time frame of taking delivery of your first item.
I haven’t received my order in the given timeframe, what shall I do?
We are very sorry if it is the case that you haven't received your order in the given timeframe. All of our delivery estimates can be used as a guide only. During busy periods delays can be expected. For any guaranteed services which haven't been delivered in the time frame they should have been, please contact us on 0330 111 1213 and we can help you further.
What should I do if I believe my item is lost in the post?
Unfortunately, this does happen from time to time. We will always try to choose the best services available for your chosen delivery address to avoid any problems with the delivery of parcels. If you have tracked your parcel and the information given suggests the item is being held at customs, a new delivery attempt is going to be made or if the information hasn't been updated for 5-10 working days, we kindly ask that you wait a further 10 working days before contacting us. If the courier we have sent the item with, has no record of the parcel or has notified you that they haven't received your item, please contact us here.
I chose to have my item sent to a Collect+ point but I haven’t heard anything since. What should I do?
We are sorry to hear this has happened. We'd be happy to help if you can please contact us here.
What should I do if the item I ordered was faulty or not as described on the website on arrival?
We have quality checks on all items before we send orders out to our customers and while we hope it is not the case, faults may go unnoticed. We also photograph and write descriptions for the majority of the products we sell ourselves. It however, may be the case that the item you receive differs from the information you've seen on our site and so you no longer want this item. We ask that in these situations you contact us within 7 working days of receipt of the order so we can work to rectify the problem. You can do so by clicking here.
Can I return my item if it is not suitable?
Yes, if an item is unsuitable please return it to us within 30 days for a refund. Returned items must be unworn and in their original packaging. Returns within the UK are free of charge using one of the prepaid labels provided. Returns from outside the UK are paid for by the customer. Bells Shoes do not currently offer an exchange service. This is to avoid disappointment if a requested exchange item has sold out by the time returned items arrive back with us. Instead, we advise customers to place a new order for the item/size that they require and return the original item to us for a full refund. This allows us to provide a more efficient service for our customers.
How do I return an item?
We will provide a pre-paid Royal Mail label to all UK customers. You are also able to download a pre-paid label from the Collect+ website here. Please follow the instructions on the returns form enclosed and take your parcel to a Post Office or Collect+ location retaining proof of postage until your return has been processed by our team.
When will I receive my refund?
We aim to process refunds within 48 hours of receiving the shoes back. You will receive an email confirming when it has been processed.
Can I request an exchange?
Please note that we do not offer an exchange service, should you wish to exchange your shoes for another size or style please place a new order and then send the original pair back to us along with your returns form and then we will refund you on receipt of the original pair. Details of how to make your return can be found here.
What payment methods do you accept?
We accept all major credit/debit cards and payments via PayPal and Amazon Payments for customers paying in GBP. We also offer a Pay later option with Klarna. Find out more about this payment options here. Unfortunately, we cannot offer payment by American Express.
Can I place my order over the phone?
If you would prefer to place your order over the phone please call 0330 111 1213 and one of our sales team would be happy to help you.
I have ordered the wrong size what do I do?
If your order has not yet been despatched it can be amended/cancelled. Please call us on 0330 111 1213 as soon as possible if you wish to amend an order.
What do calls to 03 numbers cost?
Calls to 03 numbers are charged at the national rate and inclusive in most pay monthly minute allowances. You can also call us on 01298 213318. The same charges apply for 02 numbers.