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Tracking my order>>

Orders

Do I need to have an account to place an order?

You can choose to use our guest checkout to place an order or you can create an account during purchase. By creating an account you can check out faster, track your orders, update your profile information for future orders.

I have forgotten my password

It happens. Just go to My Account, click on the 'Forgot your password' link and enter the email address you registered with. You will receive an email shortly reminding you of your password.

I can’t log into My Account

If you are having problems logging in to your account, make sure that you have typed the correct email address and password. If you are still can’t log in give us a call on 08450 580 777.

How can I pay?

We currently accept the following credit and debit cards: American Express, Maestro, Master Card and Visa.

All payment card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery. In addition, in the interests of preventing fraudulent use of credit, debit and charge cards, Office will validate the names, addresses and other information supplied during the order process against commercially available records (e.g Electoral Roll data, Credit Reference Services). A third party may also be instructed to complete these checks. By ordering from the www.office.co.uk website you consent to such checks being made. We may need to contact you by telephone or email to verify details before we are able to process and dispatch your order or we may be unable to accept your order. Any information given may be disclosed to a registered Credit Reference Agency which may keep a record of the information. All information provided will be treated in accordance with the Data Protection Act 1998. These measures are taken as extra protection for you, to ensure your online shopping experience with us is as safe and secure as possible.

What sizes are used on the site?

All sizes are UK sizes unless stated otherwise. All sizes and measurements are approximate; we do make every effort to ensure they are as accurate as possible.

Why are the prices different online and in store?

From time to time our stores may run special local promotions not be available on our website or we may offer special discounts online that are not available in stores. Some website promotions may not be available to customers in particular jurisdictions.

How will I know you received my order?

We will send you a confirmation email within 24 hours of your order being placed. If you have not received this email, check your junk mail folder. If you still can’t find your confirmation email please give us a call on 08450 580 777. Your order is not finalised until your credit/debit card has been debited and your shoes have been sent.

When will payment be deducted?

We will send you a dispatch confirmation email to let you know your shoes have been shipped then your card will be debited for these items.

How do I redeem a promotion code?

You can redeem your promotion code by entering your code in the promo code field in your basket and then click the ‘apply’ button. You can only use one promotion code per order.

Can I change an existing order?

Once you have received your confirmation email, we can’t change the details of the order (product, quantities or delivery address). Please ensure you review all your details before you complete the checkout process.

Can I cancel an order once it has been placed?

You can cancel your order before it’s been dispatched from our warehouse. Please contact us at sales@office.co.uk or on 08450 580 777 If your order has already been dispatched, you can return it within 28 days of purchase.

Why was my order cancelled?

Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we will let you know as soon as possible and you will not be charged.

Delivery

Free delivery offer: Free delivery on selected full price orders, UK and German (limited time only offer) deliveries only.

Offer excludes the following products: Havianas, Selected Mel, Flossy, Hunter, Bedroom Athletics, Birkenstock, Kids products, Shoe laces, Shoe care and Kids accessories and Office Elated Lace.

Office reserve the right to end this offer without any notice.

Our couriers will be delivering Monday – Friday 8am to 8pm. To ensure you get your item, please select a delivery address where you know someone will be available to sign for your item. We will contact you by email as soon as your item has been dispatched. This email will allow you to track the progress of your delivery.

What are the delivery charges?

New LOWER delivery charges for Ireland, Northern Ireland, France, Italy, Spain and Australia!

UK *	*Including Northern Ireland, Hebrides, Shetland & Orkney	£ 3.50
Southern Ireland	Special offer price - usually £9	£ 5.00
France, Italy, Spain	Special offer price - usually £15	£ 5.00
Western Europe**	**Including Channel Islands, Austria, Belgium, Denmark, Finland, Greece, Lithuania , Luxembourg, Netherlands, Portugal, Sweden	£ 15.00
Australia	Special offer price - usually £25	£ 12.00
Rest of the world***	***Including Mainland U.S.A Croatia, Norway, Romania, Serbia, Slovakia, Slovenia, New Zealand, Poland, Switzerland, Turkey, Ukraine, Canada, Japan, South America, Minor Outlying Islands	£ 25.00

Delivery to EU countries: Deliveries are currently taking 5-7 working days and will be delivered by a local courier.

Rest of World includes Switzerland, Norway, Croatia, Romania, Slovakia, Poland, Serbia & Iceland due to the high customs charge.

Any taxes or duty fees incurred to ship abroad are the responsibility of the customer and these costs cannot be reclaimed from Office.

We reserve the right to change our delivery prices without notice.

Where does Office NOT ship to?

Due to various problems with overseas shipping, we do not send orders to the following destinations: Africa, Russia, and Malaysia. We also do not deliver to PO Box Addresses. We reserve the right to add/remove from this list at any time.

How long do deliveries take?

The timings below are given as reference and deliveries might take a little longer during sale and other busy periods. If your order has not arrived in the time specified, please call our team on 08450 580 777

Standard Delivery UK: We aim to dispatch your order within a maximum of 5 working days, but please allow up to 7 working days from confirmation of order for delivery. We'll email you to let you know how the delivery is going, or you can check the status of your order in the 'My Office' section of our website.

Delivery to Northern Ireland: Deliveries are currently taking 5-7 working days and will be delivered by a local courier.

Delivery to Eire: Deliveries are currently taking 5-7 working days and will be delivered by a local courier.

Delivery to EU countries:Deliveries are currently taking 5-7 working days and will be delivered by a local courier.

Delivery to Rest of World: Deliveries are currently taking 7-10 working days and will be delivered by a local courier.

How are my shoes being delivered?

UK: Your items are sent by Home Delivery Network between the hours of 0700-2100 Monday-Friday (excluding Bank Holidays). On receipt of the goods a signature will be required. If nobody is available at the address specified, HDNL will attempt to have the parcel signed for and left with a neighbour, a card will be left giving you the location of your goods.

International: Your items are sent by DPD. On receipt of your products a signature will be required.

O F F I C E cannot guarantee that the sale and delivery of its goods to your particular country or location is allowed, so please take note of your own import restrictions before placing an order.

Has my order been dispatched yet?

When we dispatch your order, we will send a dispatch confirmation email to let you know your shoes are on their way. If you have not received this email after 7 working days after placing an order please give us a call on 08450 580 777.

An item is missing from my order

Sometimes we don’t ship everything at the same time. Please check your dispatch email and delivery note to see the items included in your delivery. If the delivery note says there should be an item in your parcel but isn’t please contact our sales team on 08450 580 777. If an item is missing we will then begin our missing parcel investigation which can take up to 5 working days to complete before refunding/exchanging the goods.

Can I track my order?

Once your order is on its way, you will receive a dispatch email with a link to track your order (UK only). If you have given us your mobile number, you will receive a text message telling you when to expect your shoes. You can also log in to check the status of your order and to view up to date tracking.

Can I ship to an alternative address?

You can chose to get your shoes delivered to an address other than your billing address. Just enter this address during the checkout process. We are unable to change the address once the order has been placed.

Do I need to sign for my order?

All orders being delivered within the UK require a signature upon delivery. Please ensure you enter the delivery address where someone will be present to sign for the delivery.

There’s something wrong with my order

If your order is not as you hoped it would be, please call us on 08450 580 777 where one of our advisors will be happy to assist you.

Returns

How long do I have to return my shoes?

You can return any item for an exchange or refund within 28 days of purchase if you are not completely satisfied with it. Returned items must be returned to us unworn and in the original condition you received it from us and accompanied with the invoice.

How do I return an item?

If for any reason you wish to return your unworn/unused footwear, please send, along with your invoice, to:

OFFICE MAIL ORDER DEPARTMENT
Loading Bay 1-8
Gatehead Road
Moorfield Industrial Estate
Kilmarnock
KA2 0BA

To make your return quicker please:

Return your shoes in their original condition as they will be inspected upon return. Send them back via a guaranteed delivery service, such as Royal Mail Special Delivery, or get proof of postage. Office is not liable for goods in transit until they reach our warehouse.

Tell us if you require an exchange or a refund. Once your goods are accepted back into stock you will be issued with an exchange or refund. We will refund the card originally used for payment.

We'll refund the delivery charge on unwanted goods where you notify us, other than by telephone, within 7 days of receipt of your intention to cancel. If notification is received later than 7 days after receipt, then we'll refund the delivery charge only if the goods are damaged, faulty or incorrect.

Returning via Collect+

If your order contained a Collect+ form (orders received by customers after 3rd August 2012) simply complete your returns form, which will be enclosed with your order, wrap your item and put the Collect+ returns label, also included with your order, onto the front of your package. All you then have to do is visit one of the Collect+ stores, drop your item and collect your receipt. It couldn’t be easier.

Your footwear will then be returned to us for processing within 2-5 working days and all this for just £2.50 – which will be charged to your original method of payment upon receiving your footwear back. We'll be in touch by email when we have your item back with us. To find out more about Collect+ click here

Can I return/exchange my shoes to a store?

You can return or exchange your shoes in any Office store, where we will be happy to accept the goods. Just make sure you bring your invoice. Returns cannot be accepted at our concession stores.

How long does it take for a return to be processed?

Returns can take up to 15 working days to be credited back to your account. Once we have processed your returns/exchanges, we will send you a refund confirmation email to let you know it has been processed. If we are unable to provide you with an exchange, we will automatically refund you and send you an email to notify you. If you have not received this email after 10 working days, please call our team on 08450 580 777.

Returning your Order to store

You can choose to return your order to one of our stores (except concessions) and request a full refund which will be credited back to your card within 10 working days. Alternatively, you may choose to exchange your shoes or to get a gift card credited with the value of your shoes. If you choose to get an exchange or a gift card then store policy will apply.

Store returns policy

If for any reason you’re unsure about your full price item and looking to return, we’re happy to offer a refund, exchange or gift card on unworn items. All items must be returned in their original condition and with valid proof of purchase. You will have 28 days from the purchase date to return your item to any of our stores, excluding concessions.

The colour of my shoes differ from the colour on the screen

We have made every effort to display as accurately as possible the colours of our products on the website. However, please note that the colour of products depends on the settings of your monitor.