We aim to dispatch your order on the same day that you place it, should the order be placed before 1pm. However please be aware that we do maintain a twenty-eight day delivery policy. Please also be aware that our courier does not operate over weekends, and so if you place an order on either Saturday or Sunday, the order will be collected and shipped on Monday for a delivery on Tuesday.
Please note, our delivery services require signature upon delivery. When there is a delay to items sent outside the UK it is often due to your local mail service, please take this into consideration when waiting for delivery of your order.
If, for some reason, items in your order are out of stock, we will contact you via email to organise a replacement. Alternatively you can choose to have us refund the price of the missing shoes. Should we not hear from you within five working days, we will send out all available items within your order and proceed with a refund for the missing pair.
If the shoes you order do not pass our quality check, and are the final pair of shoes available, we will send you photographs of the imperfections with a proposed discount. You can either accept the discounted price or choose to have the shoes refunded. If we do not hear from you within five working days, we will proceed with a refund for the order.
If the customer supplies an incorrect delivery address and the order is returned to us, French Sole will not refund any delivery costs. The same applies to overseas orders. If your local postal service are unable to find your address to deliver your goods and the package is returned to us, French Sole will not refund any delivery costs associated with the order. It is the customer’s responsibility to enter their address correctly and to make sure the address is known to their local postal service.
In most cases, any customs or import duties are charged once the parcel reaches its destination country. You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel. French Sole has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
EUROPEAN CUSTOMERS | UPDATE
As of 1st of January 2021, the United Kingdom is no longer a part of the European Union and therefore there is the unfortunate new reality of now having to pay duties upon arrival of your parcel into countries in the EU. We want to minimise the impact of this, so we have stopped charging VAT and adjusted our prices to make things a little bit easier on customers in these countries.
However, upon arrival into the EU, parcels will be subject to customs duty and import taxes, the payment of which is the customers’ responsibility.
If applicable, you will be required to pay such fees upon receiving your order. Please consult your local customs agency for more information.
If these payments are not met on delivery, the item does not clear customs and will not be delivered successfully, and the item will be sent back to French Sole. In this case, fees and import taxes will be deducted from your original order.
FREE DELIVERY PROMOTION
When buying 2 pairs or more of shoes French Sole offers free worldwide delivery. For UK orders using this service we aim to deliver the majority of your items within 2 working days, with a small minority within 3 working days. Orders for delivery to addresses outside the UK will be delivered in line with our normal service.
French Sole Limited reserve the right to adjust the delivery charges offered (pre-purchase) as and when necessary.
We will attempt to communicate with mail order customers by email. All relevant information about your order will be sent to the email address you have provided to us. If you have signed up to the French Sole Newsletter please make sure that you supply us with your correct country of origin. We make every effort to ensure that our Newsletter is not knowingly sent to any persons who reside in the USA, we reserve the right to remove any email address from our Newsletter if we suspect that they have entered an incorrect country of residence.