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We have tried to answer some common questions below. If these do not help then please send us an email or give us a call and we will be happy to assist.
Our office will close for Christmas at midday on Friday 22nd December 2018. We will reopen on Wednesday 3rd January. Last date/time for online orders for Christmas delivery will be 1:30pm on Thursday 21st December, and items will be dispatched that afternoon with DPD for next-working-day delivery. Any order placed after this will be dispatched when we reopen in January.
If you purchase shoes or a backpack as gifts on our website from November 1st onwards, then these items can be exchanged after Christmas if required. This is assuming they are unused, unworn, and still with tags. This is not applicable for custom items such as uniforms and poms, and we cannot accept briefs or socks for hygiene reasons. They must be exchanged prior to January 31st 2018.
Shoes, bags, t-shirts and socks have a delivery timescale of 1-2 working days, depending on stock availability. Items that are custom-made will take longer due to the manufacture and delivery process; poms take 2-3 weeks, crops and briefs take 2-3 weeks (if not in stock in your required quantity/colour), and uniforms take 4-8 weeks. Timescales for manufacture may vary depending on how busy or quiet the factory is at the time of order – please ask if you require items sooner, and we will see what we can do.
Delivery timescales are for UK mainland only, and other locations will take longer.
We use DPD next-working-day delivery to dispatch all our orders. Orders must be placed prior to 1:30pm in order to be dispatched for the next working day. Orders placed after 1:30pm will be dispatched the following working day.
In the UK, the courier will require a signature upon delivery so we can ensure the item is received. If you will not be in on the day of delivery, when the item has been dispatched DPD will contact you with the option to have the package left in a safe place, with a neighbour, or rescheduled for a different day.
DPD deliver Monday-Friday only. If you require a weekend delivery, please contact us so we can upgrade your delivery where possible. This will be at an additional cost.
Yes. If you are located in the Highlands or Northern Ireland and wish to just order one or two pairs of shoes, we will post your order via Royal Mail 1st Class Signed For. If you wish to order multiple pairs of shoes, please contact the office first and we can arrange a shipping quote for you.
Yes, please email the office on firstname.lastname@example.org to place your order with us directly, and we can organise a quote for shipping for you, and remove any VAT costs.
Yes, we can deliver outside the UK if required. Please email the office on email@example.com to place your order with us directly, and we can organise a quote for shipping to you.
I want my order delivered to a different address to the one my card is registered to, what can I do?
Please email us as soon as you place the order with your name and unique order number, and provide us with a new address to send the item(s) to. Assuming we receive the email before the dispatch process begins, we should be able to change the address for you. You can also enter the address into the “order notes” box at checkout. We cannot change an address once the item has been dispatched.
Yes we can offer a discount for bulk purchases of these items. If you require 5+ bags/pairs of shoes, please get in contact with the office prior to ordering and we will see what we can do for you. Depending on quantity required we could offer you anything from free shipping to product discount.
We have an office/warehouse located in Bramhall, Cheshire, which you may visit if you are in the local area. Please call or email the office to arrange a day/time and to ensure the item you want is in stock.
Our returns/exchange policy can be found here. Shoes, t-shirts, and some crop tops can be exchanged for a different size if needed. Uniforms and poms however are custom made, therefore they are not exchangeable and cannot be returned unless faulty. Briefs and socks cannot be returned due to hygiene reasons.
I wish to exchange from a child size shoe to an adult size shoe, or vice versa. How do I go about the VAT payment or refund?
If this is the case we will contact you when your exchange arrives into our warehouse in order to sort out the additional VAT cost for the larger size/refund the VAT for the smaller size.
If you have ordered items on the website you can cancel the order prior to dispatch by emailing our office on firstname.lastname@example.org. If the order has already been dispatched however you will have to pay to send the item back to us once it has been delivered to you. Please be sure before you order.
If you have ordered uniforms/poms/custom items from us, you can cancel the order anytime up until payment, as once the items have been paid for and ordered with our factory then they will be put through for manufacture to your specific requirements. Unfortunately we cannot cancel orders that are currently in production without a charge.
Occasionally our website may incorrectly display an item as in stock, when in fact it is no longer available; this is usually when we have only one available, and multiple orders arrive for it around the same time. We will offer a full refund if this happens, or an exchange to a different size.
Our office is open Monday – Friday, 8:30am till 4:30pm. We are closed evenings, weekends, and bank holidays. If you place an order over the weekend it will be dispatched on the following working day.
If you cannot find the answer to your question, please contact us on email@example.com and a member of staff will respond within 24-working-hours.