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Shipping & Returns

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Shipping
Shipping to UK addresses is free of charge on orders over £50.00.  Orders with a value of under £50.00 and shipped within the UK will be charged £3.90.  Orders will be sent by Royal Mail Second Class signed for.  Goods will usually be delivered to the UK within 3 working days. (However, this cannot be guaranteed).
Overseas Shipping
Please email us for shipping costs to Europe and beyond.  Packages will be sent to the delivery address entered on your on-line order.  Spencer’s Friends will not be liable for any delay in delivery.  Please also note that any import or customs duties incurred when returning your item is the responsibility of the customer.

Returns
Our Returns Policy does not affect your statutory rights.  Proof of purchase i.e. receipt, must be returned with the goods. Please email cerys@spencersfriends.com if you would like to return an item.
Parents please note:   We are aware of specific damage caused to children’s footwear by improper use/abuse.  An independent laboratory can be used to ascertain/test how the shoes have been worn, cleaned etc.  A charge may be made for testing if a claim is unfounded and the shoes have been found to have suffered unfair wear/abuse.
 
Shoes should not be worn home from the shop, but worn with suitable clean hosiery for short periods at home on carpet, as feet are liable to fluctuate in temperature and size throughout the day.
 
Faulty Goods
Shoes should only be worn for the appropriate occasion and be fit for that purpose e.g. school shoes are not football boots or brakes for bikes!  Faulty goods must be returned within a reasonable period of time (28 days of purchase) with proof of purchase.
 
If the fault is a justified manufacturing defect they will be repaired at our expense, or a refund of the amount paid may be offered in cash (if paid by cash) or credited back to the original credit/debit card (if paid by debit/credit card) or replacement pair (if available) offered.
 
Any offer of credit note/vouchers in part or in full, for goods returned outside of this policy but accepted by the proprietor, is at the discretion of the proprietor as a gesture of goodwill.  These must be used within 6 months.
 
Any disagreement regarding the fault may be referred to the manufacturer or independent laboratory without prejudice to test all components to ascertain wear, method of cleaning etc.  Please note the independent laboratory fee will be payable (approx. £70) if the claim is unjustified/unfounded.  
 The following cannot be deemed as a technical fault and will not be credited
• Decorative adjournments and beading coming off
• Leather peeling or scuffed toes (shoes are not supposed to be worn upside down!)
• Sole detaching in case of extraordinary or excessive use.

Non-Faulty Goods
Shoes returned must be in new condition i.e. without creasing to uppers and marks to the soles or uppers and in their original packaging with proof of purchase and with any purchase related gifts, within 14 days.
 
Purchased On-Line; Shoes deemed ill-fitting must be notified and returned within 48 hours of purchase (unless by prior agreement with the proprietor/staff). 
Purchased via Mobile Service; Shoes deemed ill-fitting must be notified within 48 hours of purchase and an appointment arranged to allow for a ‘fit assessment’.
We are not responsible for changing foot size/fitting due to: growth spurt, medical condition, foot injury, bandaging, swelling etc.  
 
We do not accept responsibility for your ‘change of mind’ regarding purchase. Any unworn return will be at the discretion of the proprietor within 24 hours of purchase and must be returned in new/resale condition complete with packaging and proof of purchase.
 
Sale Goods: 
Shoes bought during our sale period can only be exchanged for a credit note/voucher or another pair of shoes to the same value or less and used within 6 months.  No cash refunds will be given.

Please note ...
• Shipping costs are none refundable and are the customer's responsibility.
• Postage and packing charges paid for delivery of your order will not be refunded.
• The returning item is your responsibility until it reaches us. The cost of returning the item to us is your responsibility.
• For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
• We cannot provide refunds or exchanges on products that are lost in the post when being returned back to us.
Please send all returns to;
Spencer’s Friends
Rose House
Bluebell Lane
Neston
CH64 7UW

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