Terms & Conditions

Footasylum terms and condiditons
Shopping on footasylum.com

Welcome to the Footasylum website terms and conditions.

Please read through them carefully before placing your order. By using this website and/or placing an order you agree to be bound by the terms and conditions set out below. Please also read our Privacy Statement regarding personal information provided by you.

Before placing an order, if you have any queries relating to these terms and conditions, please click here to email our customer services team. We may change these terms from time to time without notice to you. Changes will apply to any subsequent orders received.

Once your order has been confirmed, we will not be able to make any changes to the delivery address provided.

In our dealings with you, we work on the assumption that all sales are to private consumers, you are at least 18 years old and are legally capable of entering in to binding contracts.

If you want to pay by Euros (€) or US Dollars (USD), you will need to change currency. Click on the flag in the header area above to choose your preferred currency. We cannot amend this after you have placed your order.

Please note that the recipient of any products shipped outside the European Union may also have to pay import duty or other taxes, fees and charges applied by customs or other authorities in the country of receipt. If you are unsure about whether these charges might apply to your order, you should contact your local tax or customs authorities.

Prices, offers and products are subject to availability and may change at any time prior to your order being dispatched.

The placing of a product on our website is an invitation to accept offers for products and is not an offer to sell at the listed price nor is it binding on us. We are under no obligation to accept your offer.

If a product you have orders is listed at an incorrect price due to an error on our part, we will notify you of the error and refund you for the price of the product (and the delivery charge if the order only contained that item). We will not dispatch the product to you.

How to order

Ordering from footasylum.com couldn't be easier! Just follow these simple steps:

  1. Find the product you would like to purchase using the Search box or browsing through our categories. To take a closer look at a product just hover over the product image with your mouse and it will show a close up image. Additional images show the detail of each product.
  2. When you’re ready to buy, select your size (and colour if applicable) and click on add to basket. Your selected options will be highlighted in green. Look out for any matching or complementary items underneath your selection.
  3. Continue browsing to add more items to your shopping basket or click on go to shopping basket (in the top right hand corner).
  4. If you’re happy with the item(s) in your basket, then proceed to checkout.
  5. You don’t have to be registered to shop, but if you do, you'll find that it makes shopping with us easier and faster. All your details will be saved securely in 'My Account' for you to amend at any time.
  6. Enter your email address and if you’ve not registered with us before, select no and click continue.
  7. Fill in your details, ensuring the billing address provided is the address your card is registered too, choose your delivery option and click continue.
  8. Check your order and enter any promotion code you may have.
  9. If you are paying by Footasylum Gift Card, enter the details here and click redeem. Alternatively, select your method of payment, enter the details then click on confirm and pay.
  10. Make a note of your order number. If you want to save your order details in your account, create a password now. You’ll be able to login to see the status of your order and shopping with us next time will be much quicker.
  11. We will send you an order confirmation email to confirm that we are processing your order and another one when your order has been dispatched to Royal Mail.
  12. If for any reason we cannot provide you with an item on your order, you will be contacted by email and a refund will be issued.

 

UK Delivery

We use Royal Mail Tracked 48, Tracked 24 delivery aswell as Royal Mail Special Delivery Guaranteed Service to ensure safe and efficient delivery of all our internet orders. You can choose between Royal Mail Tracked 24, Tracked 48 and Royal Mail Special Delivery Guaranteed Service to suit your needs.

Tracked 48 delivery is FREE on orders over £50.

Don’t forget, you can also have your orders delivered to any Footasylum store FREE and delivery to BFPO addresses is also FREE.

It’s important to us that your products reach you as fast as possible. All Special Delivery Guaranteed orders placed before 2pm are dispatched the same day (Monday to Friday excluding Bank Holidays). Please note if you order after 2pm on a Friday your order will not be dispatched until the Monday.

To ensure you receive your order as quickly as possible, please make sure you give us a delivery address where someone will be in. We will gladly deliver to a family member, neighbour or place of work if it is more convenient for you. Please enter your alternative delivery address when you place your order. Special Delivery parcels must be signed for and we will not be able to leave a parcel without a signature.

If Royal Mail are unable to deliver for any reason, they will leave a 'Sorry you were out' card to explain why they were unable to deliver and how to arrange redelivery or collection.

In no event shall we be liable for any damages or penalty for any delay in delivery.

For UK delivery times and costs, click here.

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Tracked 48 Delivery - £3.95

The estimated delivery time for Tracked 48 is 2-3 working days from the date of dispatch. However, sometimes during sale periods or other busy periods, deliveries may take longer. Tracked 48 deliveries to Northern Ireland, the Highlands and Islands may take longer to arrive. Please note that Royal Mail deliver until 6pm and the delivery will not necessarily arrive with your normal post.

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Tracked 24 Delivery - £6.95

The estimated delivery time for Tracked 24 is 1-2 working days from the date of dispatch. However, sometimes during sale periods or other busy periods, deliveries may take longer. Tracked 24 deliveries to Northern Ireland, the Highlands and Islands may take longer to arrive. Please note that Royal Mail deliver until 6pm and the delivery will not necessarily arrive with your normal post.

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Special Delivery Guaranteed (Next Day before 1pm)- £9.95

Orders Placed on the Royal Mail Special Delivery Guaranteed Service will be delivered before 1pm the day after dispatch. Orders placed before 2pm will be dispatched the same day and Orders placed after 2pm will be dispatched the next working day. This service requires a signature upon arrival so please ensure there will be somebody present at the address.

*Please note the Special Delivery Guaranteed option will be automatically disabled from 2pm Mon-Thurs as the Special Delivery Guaranteed option would not be fulfilled. This option will not be available Fri-Sun as we cannot guarantee your order will be delivered within the time frame set.

In no event shall we be liable for any damages or penalty for any delay in delivery.

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FREE Delivery to Store

You can now choose to have your order delivered to any of our stores for FREE. When placing your order choose delivery to store and select your preferred store from the drop down menu. All orders that are placed on our website have to be paid for at the time of ordering, payments cannot be made in store for internet purchases. Delivery will be made to your chosen store within 3 working days.

When your order is ready for collection, a member of staff from the store will contact you, so please ensure you provide a valid daytime contact number.

Your order will be held at your chosen store for seven calendar days, after which we will return your order and refund via your chosen payment method.

What to take?

For payments by Credit/Debit Card
You will need to show the card used to pay for the order with.

For payments by PayPal
You will need to show two forms of ID (bank card, driving license, bank statement or recent utility bill).

Please note a passport does not contain your address

If you do not take these items to the store when you are collecting your order you will NOT be able to take your goods away. You cannot send a family member or friend to collect your order from our store.

Click here for estimated store delivery times.

In no event shall we be liable for any damages or penalty for any delay in delivery.

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International Delivery

If you want to pay by Euros (€) or US Dollars (USD), you will need to change currency. Click on the flag in the header area above to choose your preferred currency.

European Delivery

We offer delivery to selected European countries via Royal Mail. We estimate that delivery will be made within 3-5 working days and a signature will be required upon receipt. International delivery is charged at a flat rate depending on your location.

Click here for delivery destinations and cost.

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Rest of World Delivery

We offer delivery to selected International destinations via Royal Mail. Delivery will be made in an estimated 5-7 working days and a signature will be required upon receipt. International delivery is charged at a flat rate depending on your location

Click here for delivery destinations and cost.

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All overseas orders

Any order that is being dispatched outside of the UK can only be delivered to the billing address.

All orders are subject to checking by Customs which may delay the delivery of your order. Any additional duty or customs charges applicable in the destination country are payable by the recipient. The import and duty policies vary from country to country and we cannot advise you how much duty will be applied to your order value, please seek advice from your countries relevant governing bodies before placing your order.

As an additional security measure, customers outside the UK may be asked to provide proof of their billing address such as a utility bill etc. This will need to display the name and address of the person who has placed the order with us before the order is dispatched with Royal Mail.

Can't find your country? We're sorry, but this means we do not ship to your country right now. However, you can still browse our site and sign up for our newsletter to keep up to date and be the first to know when we do expand our international delivery service.

In no event shall we be liable for any damages or penalty for any delay in delivery.

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Tracking your order

UK Deliveries

When we dispatch your order, we’ll send you a dispatch email. The email will contain a unique number to track your parcel with Royal Mail. You can either click the link in your confirmation email or follow the steps below to track your parcel.

Go to http://track2.royalmail.com/ and enter the tracking number provided in your dispatch email.

If you are not in when our couriers try to deliver and they cannot find a safe location to leave the package, they will leave a card and take the parcel to your local delivery office. Please follow the instructions on the card left by the courier.

In no event shall we be liable for any damages or penalty for any delay in delivery.

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International Deliveries

Unfortunately, we are unable to offer order tracking on international orders at this time. However, when we dispatch your order, we will send you an email to confirm this.

Most orders will be delivered by your national postal service and so will arrive with your regular mail. If you are not home when the delivery is made, a notice card will be left by the postal service to advise on how your delivery can be collected.

In no event shall we be liable for any damages or penalty for any delay in delivery.

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Delivery Problems

If you have any problems tracking your delivery or any other problems with your order, please email us with your order number and your full name. One of our Customer Service team will get back to you within 24 hours (Monday to Friday).

Alternatively, you can call us on 0844 2090804 (calls charged at local rate) between 9am and 5.30pm Monday to Friday and between 9am and 4.30pm Saturday to Sunday.

In no event shall we be liable for any damages or penalty for any delay in delivery.

If you have not received your order after 15 working days or if you have tracked your order and it shows that it has been delivered, but you haven’t received it, please check with your neighbours first to see if they have taken it in for you as this is usually the case in these situations. If your neighbours don’t have it either, then please email us and let us know.

We will raise a claim with Royal Mail for the missing parcel and they will send you a letter asking you to confirm that you haven’t received the parcel. Please return this to them as soon as possible and they will notify us so that we can process your refund or where possible send a replacement.

Please be aware that a Royal Mail Claim(s) can take upto 30 working days to finalise. Footasylum (Drome) will not be able to take any action until the claim(s) have been finalised by Royal Mail.

If you have any other queries about your delivery, please visit our FAQs page

Payment

We accept Visa, Visa Debit, Visa Electron, Maestro, MasterCard, Footasylum gift cards and PayPal. Please note that we do not accept American Express.

You will be charged when you confirm your order.

Credit card validation

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment then you will be notified of this immediately at the checkout stage and there is nothing we can do to override this.

In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud and we may disclose your address and postcode details to check against our Fraud Prevention Scheme. At all times where we disclose your information it will remain secure.

Once we receive your payment, it will be subject to further security checks. If there are any problems with your order after you have placed it and received confirmation, we may request further information from you by email. Alternatively, we may cancel your order and refund you in full. Again you will be notified by email.

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Verified by Visa and MasterCard

We work together with Visa and MasterCard to offer you a safer shopping experience when using your credit card online.

Verified by Visa and MasterCard SecureCode are collectively referred to as 3D secure and can be thought of as an online Chip and Pin service. They help to protect your card against unauthorised use when you shop online.

Online Protection Benefits:

  • Shop online with added security and peace of mind.
  • Your personal password is linked to your card only and not to your computer.
  • This security scheme will help to prevent unauthorised purchases.

 

If your bank or card issuer is already a part of this scheme, then you might have already noticed the Verified by Visa or MasterCard SecureCode page appear when you made a purchase with a participating retailer on the Internet.

How it works: When you reach the checkout process at footasylum.com (or any participating retailer) you will have the opportunity to register for either Verified by Visa or MasterCard SecureCode. Simply sign-up for the service following the online instructions that are linked directly to your card issuer, set up your new personal password once your card issuer has confirmed your identity, and continue shopping.

This is a one-off registration process, so you will be able to use the same password for all future purchases you make with us and participating retailers.

Alternatively you can contact your bank directly to register, or visit Verified by Visa or MasterCard SecureCode for more information.

Please note: If you choose not to register during the checkout process, depending on your card issuer, we may not be able to process your order. A different method of payment will be required to complete your purchase.

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PayPal Confirmation

If the delivery address provided is not confirmed in your PayPal account, we will send you an email (to the PayPal registered email address) asking you to confirm that the delivery address provided is correct. If we do not receive a reply to that email confirming the address within 7 working days, we will cancel and refund your order in full. Please note that we cannot accept confirmation over the phone. We will not be liable for any delay or non-delivery of the product(s) you have ordered in these circumstances.

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Returns

We guarantee to refund any item you are not completely happy with when you return it to us in an unused and saleable condition within 14 days of receipt. Refunds will be at the original purchase price excluding the initial delivery charge and will be made to your original method of payment. If replacement goods are required, these should be re-ordered directly from our website as replacements will not automatically be sent.

Returns by Post

Returning an item(s) to us couldn’t be easier! Simply fill out the returns information below and post it back to us. Please ensure you item(s) are securely packed and properly labelled. Enclose the item(s) with your completed returns form in the delivery bag. Should you have any issues, please contact us via email at customerservices@footasylum.com, and we will be happy to help.

UK Customers
Please return using the returns label on the reverse of your shipment notice. The cost of returning item(s) to us is £2.50. You will not have to pay at the post office to return the parcel, but £2.50 will be deducted from the amount we refund to you (unless you are returning a faulty item which is free of charge). If you choose to use any other returns method, you will be liable for the full cost and you will need to claim from the postal courier you choose should the returned item(s) be lost in transit. Please retain the receipt provided until your refund has been processed.

International Customers
Follow the returns by post instructions above and return parcels using your local postal services to the address on the reverse of your shipment notice. You will be responsible for the cost of returning the item(s) to us. Please retain the receipt provided until your refund has been processed.

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FREE Returns to Store

Credit/Debit card – if you have paid for your online order by credit/debit card you can return your order to any Footasylum store for an exchange or refund within 14 days. Please remember to bring your shipment notice along with you as proof of purchase along with the card you used to pay for the order with. Please note, the cardholder will need to be present and no returns number will be needed.

PayPal – if you have paid for your order by PayPal you can return your order to any Footasylum store for a refund back to your PayPal account within 14 days. Please note that the refund will not be actioned in our stores, the order will be sent back to our Head Office and the refund will be processed. Please note that we cannot offer exchanges for orders paid for by PayPal in store.

Please note that orders purchased on eBay cannot be returned to store and must be returned by post following procedures above.

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Faulty Returns

If we have made a mistake on an item sent to you or it is faulty, damaged or unfit for purpose, please return them to us following the Returns procedure above.

Upon receipt, they will be examined by Footasylum Ltd to determine any fault. If the product is found to be incorrect, defective or damaged, we will refund the price of the product and the delivery charges you have paid to receive that product unless it was sent to you with other items which you are not returning.

UK customers should return the product(s) to us using the prepaid label at the bottom of the returns form and we will cover the costs of return. If you choose to use any other returns method, you will be liable for the full cost of returning the product to us and you will need to claim from the postal courier you choose should the returned item(s) be lost in transit.

International customers should return via your local postal service and we will reimburse you reasonable costs of return. You will need to claim from your local postal service should the returned item(s) be lost in transit.

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Your right to cancel

Under the Distance Selling Regulations, EU customers may cancel an online order at any stage before and up to seven working days after receipt. Order cancellations must be made in writing to Customer Services quoting your order number.

If you cancel before we have dispatched your order, we will provide a refund to you for the full value of the payment made to us.

If you cancel after your order has been dispatched, you must return the cancelled order to us. It is your responsibility to ensure that we receive it within 14 days from the date of delivery and you are responsible for the cost of return. We will provide a refund to you for the full value of the payment made to us upon receipt of the cancelled order. If you use the prepaid returns label on the reverse of the shipment notice, we will deduct £2.50 from the amount we refund to you. If we do not receive the order back, we may arrange to collect it from you at your cost. Please follow our Returns by post procedure above.

Refunds

Refunds will be at the original purchase price and will be made to your original method of payment. We aim to process all refunds within 7 working days, however during busy periods, this may take longer.

We guarantee that all refunds will be made within 30 working days of our confirmation in writing to you that your order has been cancelled (where products have not yet been dispatched) or of the return of the products to us (where products have been dispatched).

Please note that it can take between 5 and 7 working days for the funds to show back in your account and that this time is dictated by your bank and is completely out of our control.

Store & Product Information

Store Information

We currently have 28 high street stores in the UK

Click here to find a UK store using our store locator

Product Information

We have made every effort to display as accurately as possible the colours of products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.

All sizes and measurements are approximate; however we do make every effort to ensure they are as accurate as possible. Unless otherwise stated, sizes indicated are UK sizes. Please refer to the size guide for clarification.

All prices on the Footasylum website include VAT but exclude delivery charges. If a delivery charge applies, you will be notified of this before you proceed to payment. Prices and delivery charges are displayed, charged and settled in Pounds Sterling (GBP), Euros (€) or US Dollars (USD) depending on the option selected in the header area of the website.

Please note that the recipient of any products shipped outside the European Union may also have to pay import duty or other taxes, fees and charges applied by customs or other authorities in the country of receipt. If you are unsure about whether these charges might apply to your order, you should contact your local tax or customs authorities.

You can choose the currency you pay in by clicking on the relevant flag in the header area above. We cannot amend this after you have placed your order.

Prices, offers and products are subject to availability and may change at any time prior to your order being dispatched.

The placing of a product on our website is an invitation to accept offers for products and is not an offer to sell at the listed price nor is it binding on us. We are under no obligation to accept your offer.

If a product you have orders is listed at an incorrect price due to an error on our part, we will notify you of the error and refund you for the price of the product (and the delivery charge if the order only contained that item). We will not dispatch the product to you.

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Complaints Procedure

In the event that we fail to meet our high standards of customer service, please do not hesitate to contact us

Please put your complaint in writing and send it to us by post to Footasylum Customer Services, Sandbrook House, Sandbrook Park, Sandbrook Way, Rochdale, OL11 1RY or by email to customerservices@footasylum.com.

We aim to provide an initial response to a complaint by email within 24 hours (Monday to Friday 9am to 5.30pm) and to postal complaints within seven working days of receipt.


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