Delivery & Returns policy

Delivery Info

How and where do we deliver?
We deliver everywhere that we are able to, subject to the restrictions placed on us by the secure mail and payment services we have chosen to offer you a reliable service.

Europe: All member states of the European Union, Andorra, Channel Islands, Gibraltar, Iceland, Isle of Man, Norway, Russia, Switzerland and Vatican City as well as the UK and British Forces Overseas post boxes.

The rest of the World: Antigua, Australia, Bahamas, Bahrain, Barbados, Canada, Cayman Islands, Fiji, Hong Kong, Israel, Jamaica, Japan, Jordan, Korea, Kuwait, Malaysia, New Zealand, Saudi Arabia, Singapore, South Africa, United States of America, United Arab Emirates and Virgin Islands.

Countries to which we are unable to deliver: Belarus, Burma, Democratic Republic of Congo, Eritrea, Federal Republic of Yugoslavia and Serbia, Iran, Iraq, Ivory Coast, Lebanon, Syria, Libera, North Korea, Republic of Guinea, Somalia, Sudan and Zimbabwe.

Delivery in the UK
We use DHL or Royal Mail Special delivery trackable, signed for and insured delivery services. You should specify a delivery address at which you will be present to receive your order. The cost is £9.00 per pair of boots ordered and delivery is usually made within 5 working days of you placing your order for Sale & Clearance products, for Bespoke Boots this takes an average of 21 days but can take a little longer at certain times of year or for new products, orders for delivery during Christmas and New Year can take a few days extra due to slower postage and transport. An email will be sent to confirm dispatch.

Delivery in Europe
We use DHL an insured and trackable delivery service. You will need to specify a delivery address at which you will be present to receive your order. The cost in Western Europe is £15 per pair of boots ordered and delivery is usually made within 5 working days of you placing your order for Sale & Clearance products, for Bespoke Boots this takes an average of 21 days but can take a little longer at certain times of year or for new products, orders for delivery during Christmas and New Year can take a few days extra due to slower postage and transport. An email will be sent to confirm dispatch.

Delivery rest of the World
We use DHL an insured and trackable delivery service. You will need to specify a delivery address at which you will be present to receive your order. The cost is £15 to the USA and Canada. Australia, New Zealand and South Africa is £25 per pair of boots ordered and delivery is usually made within 5 working days of you placing your order for Sale & Clearance products, for Bespoke Boots this takes an average of 21 days but can take a little longer at certain times of year or for new products, orders for delivery during Christmas and New Year can take a few days extra due to slower postage and transport. An email will be sent to confirm dispatch.
 

Returns and exchanges

Our exchange policy exceeds the requirements of applicable UK law. There are slight differences depending on whether you have chosen our Bespoke or Sale and Clearance lines. In all cases please do not wear your boots before you are sure you are delighted with them. We are not able to accept returns of boots that have been worn unless it is due to a rare manufacturing defect.

Returns or exchange of Sale and Clearance Boots
For up to fourteen days from receipt by you of the boots or products supplied by us you can return them to us for any reason. As long as the boots or products supplied by us have not been worn we will arrange for a full refund or exchange for a different size. You will also have the option of us making you a pair Bespoke in which case we will ask you to pay the difference in cost.

Exchanges of Bespoke Fitted Boots
In the very unlikely event that your hand made Bespoke boots are not made to the sizes and specification that you gave us then your statutory rights apply and we will make another pair at no cost. If your measurements change or are supplied to us incorrectly we are usually able to make alterations, a charge of £20 plus handling and postage will be adequate in most cases. Please email us on bespoke@thebootmakers.com confirming your order details and describing why they do not fit. We will then check the dimensions and call you back to ensure we are able to get you the perfect fit. As ever please don’t wear your boots and try to keep the packaging until you are sure you are happy with them.

Where to send returns and correspondence
To ensure a speedy response and for all returns please contact us by email at first instance and we will advise you of the best way to return the product. In the UK we recommend returning goods using Royal Mail 'Signed For' delivery and we also recommend that you keep the receipt slip with the reference number.

Costs of postage and returns
At The Boot Makers we offer a fantastic product at exceptionally reasonable prices. We work hard to keep our prices low so we can't offer free postage or returns.

How long it takes to process returns
We process returns as quickly as possible and the return must be processed back via the card you used for your purchase. This can take up to 7 days although we endeavour to and usually are able to do this more quickly.