How can I pay for my boots?
How we process payments
How and where do we deliver?
Delivery in the UK
Delivery in the EU
Delivery rest of the World
Countries to which we can't deliver
What do I do if I want to return or exchange my boots?
Returns or exchange of Sale & Clearance Boots
Returns and exchanges of Bespoke Fitted Boots
Where to send returns & correspondence
Costs of postage and returns
How long it takes to process returns
Compliments and Complaints
Who are we?
Company information
Corporate data
Customer relations
How can I pay for my boots? back to the top
How we process payments
We use Sage Pay to protect your credit card details from interception and so that we never see your card details. Sage Pay encrypt your card details before they are sent from your computer to theirs. You will see a confirmation that your connection is secure, usually a closed padlock at the foot of your screen though some browsers may differ.
As a result we are able to accept online payment in a secure environment with Visa and Mastercard credit cards, as well as Solo, Maestro, Visa Electron and Visa Debit cards.
Customers outside the UK
We are able to deliver to and accept credit card payments from most places in the World but our prices are shown and charged in UK £ Sterling. If your card is charged or denominated in a currency other than UK £ Sterling we suggest you contact your card operator to ensure you understand the amount that you will pay in your currency. Unfortunately there are a few countries to which we are unable to supply our products, please see below.
For customers placing orders in and for delivery in the EU the prices are inclusive of UK VAT at 20%.
If your delivery address is outside of the EU, we will not charge VAT (UK sales tax) but you may have to pay import duties and taxes once your order reaches your country. You will be liable to pay any additional charges for customs clearance. Customs policies vary widely from country to country so we recommend that you contact your local customs office for further information.
How and where do we deliver? back to the top
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 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 the EU
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.
What do I do if I want to return or exchange my boots? back to the top
Returns and exchanges
We have a no quibble returns and exchange policy which 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 7 Day Calf Fitted or 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.
Exchanges of Bespoke Fitted Boots
In the very unlikely event that your hand made Bespoke boots do not fit to the sizes and specification that you gave us, we will make you another pair at no extra cost, taking into account the necessary alterations. 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 correspondenceTo ensure a speedy response and for all returns you should use our PO Box address below. Please contact us by email orders@thebootmakers.com prior to returning your boots we may be able to speed up the process and give you even better service We recommend returning goods using Royal Mail 'Signed For' delivery and we also recommend that you keep the receipt slip with the reference number. The exchanges and returns address is also printed on the form which will be enclosed with your boots.
The Boot Makers
Bywater Street
London
SW3 4XD
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.
Compliments and Complaints back to the top
In the event of you having a complaint or problem with any aspect of our service or the products we offer, please telephone us on +44 (0) 20 7193 8621 or inform our Managing Director on stephen@thebootmakers.com We take all complaints extremely seriously and we will try to rectify any problem quickly and effectively.
We aim to acknowledge complaints within one working day and will be resolve them as soon as possible. We will always keep you informed throughout the process of resolving your complaint and we will keep the details of your complaint confidential.
We always welcome feedback from our customers and are continually looking at ways to improve our service. We will also welcome any compliments!
Who are we? back to the top
Company information
We are a UK Limited Company based in Chelsea, London. We make all our Bespoke and Calf Fitted products in small family owned factories in Portugal. If a sale product is not made in the EU the product description will say so. We do not operate high street outlets, this allows us to manufacture fabulous high quality products at amazingly low prices.
Corporate data
The Boot Makers is our trading name. Our registered address for corporate correspondence is The BootMakers, North Bailey House, New Inn Hall Street, Oxford OX1 2EA registered in England number 7033040. We are registered for VAT number 994 0756 77
To ensure speedy response and for all returns you should use Royal Mail signed for delivery.
The Boot Makers
Bywater Street
London
SW3 4XD
Customer Relations
If you have any comments with regards to the service you have experienced in placing orders on, or using this website, please contact our Managing Director stephen@thebootmakers.com