FAQs

You can buy from our website 24/7 over Christmas and New Year, however please note that we will be closed on 24th - 27th December and 31st Dec. - 2nd Jan. 2012. Any orders placed during these times will be dispatched as quickly as possible when we return.

You can buy from our website 24/7 over Christmas and New Year, however please note that we will be closed on 24th - 27th December and 31st Dec. - 2nd Jan. 2012. Any orders placed during these times will be dispatched as quickly as possible when we return.

All UK orders placed up to 22nd December on our Free or Standard Delivery services will arrive in time for Christmas.

For other destinations, you must have placed your order no later than the relevant last post date listed below and have chosen the Express Delivery option. Unfortunately, due to the sheer volume of mail at this time of year, we cannot guarantee that International Standard Delivery parcels will arrive in time for Christmas.

Last Post Dates

• UK - 22 Dec. 2011
• Western Europe - 14 Dec. 2011 @ 10am
• Eastern Europe - 14 Dec. 2011 @ 10am
• USA and Canada - 11 Dec. 2011 @ 10am
• Rest of World - 11 Dec. 2011 @ 10am

All orders placed after 15 Nov. 2011 can be returned to us up until 06 Jan. 2012 for an exchange or refund. You will need to complete the returns form that was included with the order invoice when we dispatched your item. Please note that we can only exchange goods to the same address as the original order or refund the original payment card/account.

If you have a question about a specific product on our website, the best way to contact us is to use the 'Ask A Question' link on the product page.

For more general enquiries you can contact our Customer Service Team using the form on our Contact Us page here.

Alternatively, you can telephone us Monday - Friday, 9am - 5pm (GMT/BST) on the numbers below:

• UK: (0)1388 814 148 (Option 1)
• International: +44 1388 814 148 (Option 1)

Not all the items on our website are available for next-day delivery at this time, however those that are, are clearly labelled next to the sale price and 'Add To Basket' button.

Please note that sometimes only particular sizes of a shoe are available for next-day delivery so be sure to select your size to see if next-day delivery is available for the item you're after.

We accept the following methods of payment on our website:

Visa, Visa Debit/Delta, Visa Electron, Mastercard, UK Maestro, PayPal, and Google Checkout

Verified by Visa and MasterCard SecureCode follow the same principles as Chip and Pin, by helping to protect your card against unauthorised use when you shop via the Internet.

How it works: If your card provider is part of the Verified by Visa or Mastercard Securecode scheme, it will appear as an extra step during the checkout process after entering your payment card details. If you have already enrolled with either scheme you will be prompted for your security password, otherwise simply sign-up for the service by following the onscreen instructions. This step is completely secure and only between you and your card issuer. Once your card issuer has confirmed your identity, and you have set up a personal password you can continue with your purchase.

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

Please note: Depending on your card issuer, if you choose not to enroll during the checkout process we may not be able to process your order and a different method of payment will be required to complete your purchase.

We currently deliver to the following countries:

United Kingdom, Andorra, Australia, Austria, Belarus, Belgium, Bolivia, Bulgaria, Canada, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Greenland, Holy See (Vatican City State), Hungary, Iceland, India, Ireland (Republic of), Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, Pakistan, Poland, Portugal, Russian Federation, San Marino, South Korea, Spain, Sweden, Switzerland, Turkey, Ukraine, US Minor Outlying Islands, United States of America.

Unfortunately we cannot, at this time, deliver goods to any country not on this list.

All orders placed before 2pm (Monday - Friday) are usually sent out the same day, however on ocassion it can take up to 5 working days to process an order for dispatch. Once your order has been dispatched, your order will arrive within the timeframe shown below.

UNITED KINGDOM
FREE UK Delivery: 3-5 Working Days
Next-day Delivery: 1 Working Day

EUROPE
International Standard European Delivery: 5-7 Working Days*
International Express European Delivery: 2-5 Working Days

REST OF WORLD
International Standard Worldwide Delivery: 7-10 Working Days*
International Express Worldwide Delivery: 2-5 Working Days

* Please note that International Standard deliveries to both Europe and the rest of the world can take up to 21 working days to arrive on rare ocassions.

International orders may also be delayed by factors beyond our control including the local customs agency in the destination country or adverse weather conditions.

UNITED KINGDOM
(Engalnd, Scotland, Wales, Northern Ireland, Isle of Man, Jersey, Guernsey, and the Scottish Islands)

We offer a flat rate per order no matter how many pairs of shoes you buy!

For orders over £50:

• FREE UK Delivery - FREE
• Next-day Delivery - £4.95

For orders under £50:

• Standard UK Delivery - £5.00
• Next-day Delivery - £9.95

EUROPE AND WORLDWIDE

The cost of delivery is dependant on the country your order is being delivered to. You can find the cost of postage for your destination on our Delivery page here.

Please note that there may be Customs charges applied to your order when it enters the destination country and must be paid by the customer/recipient; we advise that you contact your local Customs Agency for more details before purchase.

As your order is processed you will be sent status updates to the email address you supplied during checkout. You can also view these updates on your order history by logging into the 'My Account' section, clicking on 'My Orders' and selecting the order you're interested in.

Once dispatched, you will be emailed the tracking information for your order (also available in your order history). For UK orders and those sent by International Standard Delivery, your parcels can be tracked via the Royal Mail website (www.royalmail.com). International Express Delivery orders can be tracked on the Interparcel website (www.interparcel.com).

If you have not received your tracking information within 24 hours of your order being dispatched, please contact our Customer Service Team who will be happy to help.

The vast majority of our orders arrive within the stated delivery time (see below), however on ocassion a parcel may be delayed or lost in transit. You can keep track of your parcel online throughout it's journey using the Tracking Number emailed to you when your order was dispatched. This can help, particularly if a delivery has been attempted, but the postman has not left a card as they should do.

If you receive a card or the tracking states the parcel is awaiting redelivery or collection, simply contact your local delivery office to arrange a time for redelivery or visit them during their opening hours to collect your parcel. The options available to you may vary from country to country.

If the delivery timeframe (shown below) has been exceeded, please contact our Customer Service Team who will first attempt to locate your parcel and if we cannot find it, will try their upmost to replace your order as quickly as possible.

DELIVERY TIMES

UK: 5 Working Days (Free UK Delivery), 1 Working Day (Next-day Delivery)
Europe: 21 Working Days (Standard Delivery), 5 Working Days (Express Delivery)
Rest of World: 21 Working Days (Standard Delivery), 5 Working Days (Express Delivery)

If an item of footwear does not fit or you simply change your mind you have 14 days from the date you receive the parcel to return the item to us provided it is in its original condition and box.

At this time, website purchases cannot be returned to any of our stores for an exchange or refund. All returns must be posted back to us at the address below.

Scorpio Shoes
RETURNS
The Old Waterloo
High Street
Spennymoor
County Durham
DL16 6DB
United Kingdom

To return your order to us for an exchange or refund, please follow these instructions:

1. Detach the Returns Form from your original order invoice.
2. Fill out the Returns Form being sure to complete all the fields.
3. In the case of a fault or error, please provide a full description with your reason for return in the space provided.
4. Place your completed Returns Form with the returning item(s) (either in the original shoebox or just inside the packaging if the item was loose to begin with).
5. Wrap the item(s) securely in the original or suitable packaging with all tags, and accessories pertaining to the returned goods. Do not apply tape or labels directly to the branded packaging/box.

Post the item to us at the address below. We strongly recommend that you use a recorded or insured delivery service to return your securely wrapped goods as we can not be responsible for goods that have not reached us because your chosen carriers have failed to deliver the goods back to us safely.

Scorpio Shoes
RETURNS
The Old Waterloo
High Street
Spennymoor
County Durham
DL16 6DB
United Kingdom

Returns are usually processed within 1-2 working days of us receiving them back.