Shipping & Returns
DELIVERY & RETURNS
ALL PAID ORDERS RECEIVED BY 14.00 ON A WORKING DAY WILL BE DESPATCHED THE SAME DAY.
TRACKING YOUR DELIVERY
You can log onto your account on our web site and view your order. The despatch details show the dispatch date, the carrier and the tracking reference. In the case of most UK deliveries, track the delivery progress of your order by going to the Royal Mail Track & Trace web page and entering the tracking reference.
In the event of dispatch via a carrier other than Royal Mail, a similar tracking facility will usually be available via the carrier's web site.
Our carriers will normally attempt to deliver your order during their working hours, typically 09.00 to 18.00 Monday to Friday (excluding Bank Holidays). If there is no one available to receive the delivery, the carrier will leave a card explaining what has happened. Sometimes the carrier may attempt to leave the parcel with a neighbour, otherwise it is likely to be sent to a local post office, sorting office or carrier's depot.
If you have questions about, or are experiencing difficulties with your order, please email [email protected] or telephone our customer support team on 0191 500 2020 . Please remember to tell us your name, post code, order number, contact details and the nature of your problem. We will endeavour to resolve the issue as a matter of urgency.
DELIVERIES TO THE UK
STANDARD DELIVERY to mainland UK addresses usually takes 2-3 working days and costs £3.99. Deliveries to the Isle of Man and some areas of the Scottish Highlands and Islands may take longer.
SPECIAL DELIVERY service is available for guaranteed next working day delivery within the UK, for orders received by ExpressTrainers.com by 14.00 on the date of order, at a cost of £6.99.
We regret that for overseas sales we can only deliver to the address at which the debit/credit card is registered.
CHANNEL ISLANDS Delivery to Jersey, Guernsey, Alderney and Sark costs £6.99 and normally takes up to 3 working days from date of dispatch.
EUROPEAN UNION COUNTRIES Deliveries to Member States of the EU normally take up to 4/5 working days from the date of dispatch and cost £9.99.
OTHER OVERSEAS DESTINATIONS Orders for destinations other than the United Kingdom and EU Countries cost £19.99 and can take from 5 to 10 working days to arrive. Please note that orders for these countries may be subject to import duties, taxes or clearance charges, which are your responsibility. The policy regarding these charges will vary from country. If you are unsure about whether or not duty will be applied to your purchase on importation we recommend that you contact your local customs office before placing your order.
ORDER TRACKING To check your order status, just click on the My Account link at the top of the page, sign in and then Order History.
If your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please contact us via the contact page or by phone.
VAT / IVA
We are obliged to charge VAT on all orders.
We offer various ways for you to pay for your order, including: Visa; MasterCard; Delta; Maestro; Solo;ExpressTrainers gift vouchers and Paypal. You may use a combination of gift vouchers and any credit cards that we accept to pay for your order.
Can you send my order to an alternative address
Yes if you are a UK based customer (credit card billing address is in the UK), otherwise we can only deliver to the billing address.
If the shoes are faulty, or we have sent the wrong product, you will be entitled to a no-cost replacement or refund.
If you wish to exchange the shoes for a different pair, or do not wish to keep them, then you may return them. You will be liable for the shipping charges for any returns except where the goods are faulty or we have sent the wrong item.
RETURNS / EXCHANGES
The receipt enclosed with your order acts as your returns and exchange note. Please keep it safe. If you are returning any order, whether for a refund or exchange, you must enclose the receipt. Failure to do so may result in delays in refunding or exchanging your order. Kindly return the item to the address shown on the receipt, together with the receipt itself. Please write in the box at the bottom of the receipt, letting us know the reason for the return and stating clearly what you would like us to do when we receive your returned item (e.g. issue refund, replace with different size, etc.). Include your current e-mail address and mobile number, as this will allow us to contact you quickly if there are any problems.
If you request a refund, the value of the item will be refunded to the PayPal account or payment card used for the purchase. If you request an exchange please state which size you require and if you choose a different item please let us know the manufacturer's code, our code, a brief description and the size. If the exchange is cheaper in price then we will refund the difference, if the item is more expensive then we will contact you to request payment. All exchanges will be shipped at the following subsidised prices:
UK: No Charge EU: £7.50 Non EU: £12.50 (Payment for shipping charges can be made via PayPal only)
If your shoes are faulty or we have delivered the wrong product, you will be entitled to a no-cost replacement or refund, including shipping costs where applied.
PLEASE NOTE: Returns and exchanges will only be accepted if the goods are in the same perfect condition as delivered, complete with tags attached, tissue packing paper, the box undamaged and the shoes unworn. Boxes, when being returned, must not be taped in any way. Any damage or sign of wear to the returned item may result in an exchange or refund being refused, with the cost of returning the item falling to the customer.
We regret that expresstrainers.com does not offer a free returns service, however we would suggest when you return your order you do so with a recognised postal operator or carrier, as the order is your responsibility until it arrives back at our central warehouse. Where possible, ask for a service that is "tracked" and ensure you parcel is adequately covered for compensation in the unlikely event of your parcel going missing.
We aim to process returns and exchanges within 5/7 days of the goods being received back at our central warehouse. Please allow up to 14 days for your exchange or refund to be completed in busy times.
DON'T FORGET TO ENCLOSE THE RECEIPT IN YOUR RETURN PACKAGE
If you have mislaid your receipt, simply enclose with your returned item a covering letter showing your full name, address, contact telephone number and email address, together with your requirements, and send to:
EXB, Unit 89, North East BIC, Alexandra Avenue, Sunderland, SR5 2TH, UK.
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