Help(FAQs)

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 Sisow to protect your credit card details from interception and so that we never see your card details. Sisow 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 KDZ Express, 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 35 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 £20 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

 

Our returns and 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.

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 you should first email us at orders@thebootmakers.com 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.

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 +31(0)40 842 22 99 or inform on ed@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 Limited Company based in Eindhoven. We make all our Bespoke and Calf Fitted products in small family owned factories in Portugal. We do not operate high street outlets, this allows us to manufacture fabulous high quality products at amazingly low prices.

Corporate data
The Bootmakers is our trading name. Our registered address for corporate correspondence is The BootMakers, P.O. Box 1471, 5602 JB Eindhoven, The Netherlands, registered in The Netherlands number 17197354. We are registered for VAT number 8172.32.746.B.01

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 ed@thebootmakers.com


The Bootmakers are different. We hand craft each pair of boots to your requested calf, ankle and height measurements - so why compromise. You have found the perfect solution whether you have slim legs needing narrow boots or are curvaceous and need a wider cut, indeed many of our customers are ‘average’ size who just want to take advantage of our fabulous quality boots made to their exact requirements in an unrivalled choice of colours. Your orders are processed and dispatched from our offices on London’s iconic King’s Road. Each pair is handcrafted in our family owned workshops in one of Europe’s leading centres for production of top quality footwear. Our boots are amazing value for money and will be delivered to your doorstep in just a few weeks. Like most good things in life they are worth waiting for.