Cancellations and returns
CHRISTMAS Opening Times
You can buy from our website 24/7 over Christmas and New Year, however please note that we will be closed over the Christmas period including Friday 25th December 2020 and Monday 28th December 2020. 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. Any orders placed during these times will be dispatched as quickly as possible when we return. Handling time after receiving your order is usually 1-3 working days. Delivery times after dispatch is typically 2 working days for UK customers, 3-7 working days for European customers, and 5-10 working days for the rest of the world, however on occasion up to 21 days may be required.
We expect UK orders placed before Sunday 20th December 2020 sent using our standard FAST & FREE UK Mainland 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. Unfortunately, due to the sheer volume of mail at this time of year, we cannot guarantee that international parcels will arrive in time for Christmas.
Last post dates are as follows:
Friday 18th December 2020 - WORLDWIDE
Friday 18th December 2020 - EUROPE
Monday 21st December 2020. Order before Sunday 20th December 2020 - UNITED KINGDOM
All orders placed during the Christmas period from Sunday 1st of November 2020 up until Thursday 24th of December 2020 will be eligible for our extended returns up until Monday 11th of January 2021. Please note that we can only exchange goods to the same address as the original order or refund the original payment card/account.
CONTACT: How do I contact the Customer Service Team?
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, 10am - 4pm (GMT/BST) on the numbers below:
UK: (0)1388 814 148 (Option 1)
International: +44 1388 814 148 (Option 1)
We accept the following methods of payment on our website:
Visa, Visa Debit/Delta, Visa Electron, Mastercard, UK Maestro, PayPal and Amazon Payments.
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.
Next Day Delivery is available only to UK Mainland customers. We cannot offer Next Day delivery on all items as stock is located in two separate locations within the business, and only our Spennymoor warehouse deals with dispatching online orders. Therefore if you require next day delivery you will need to contact us (UK: (0)1388 814 148 (Option 1) International: +44 1388 814 148 (Option 1)) by telephone to ask if the item/size you want is available in our warehouse for same day dispatch. If it is, and you order before midday on Monday, Tuesday, Wednesday or Thursday, then we can process and dispatch your order the same day for next day delivery using our standard FAST & FREE UK Mainland Delivery.
We currently deliver to the following countries:
UK, Belgium, France, Germany, Guernsey, Ireland (Republic Of), Jersey, Luxembourg, Monaco, Netherlands, Switzerland. Andorra, Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Greece, Holy See (Vatican City State), Hungary, Italy, Latvia, Lithuania, Malta, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden. Australia, Canada, New Zealand, United States of America.
If you don't see your delivery destination listed above, we may still be able to deliver to your country. Please contact us to organise a quote based on the volume and weight of the parcel.
All orders placed before midday (Monday - Friday) are usually sent out the same day, however on occasion it can take 1-3 working days to process an order for dispatch. This time can be extended if our pre-dispatch checks find an issue with the item(s) you have ordered and we need to contact you about it. Once your order has been dispatched, your order will arrive within the timeframe shown below.
FAST & FREE UK Delivery: 2 Working Days
International European Delivery*: 5-7 Working Days
REST OF WORLD
International Rest Of The World Delivery*: 7-10 Working Days
* Please note that international deliveries to both Europe and the rest of the world can take up to 21 working days to arrive on rare occasions.
International orders may also be delayed by factors beyond our control including the local customs agency in the destination country or adverse weather conditions.
For full details about delivery costs please see our Delivery page.
For orders over £50: FAST & FREE UK Mainland Delivery - FREE
For orders under £50: Delivery costs £5.
Small items such as laces and polishes will be sent via Royal Mail.
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.
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 from DHL (also available in your order history). Your parcels can be tracked via the DHL website. 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 occasion 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 time frame (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, we will try our upmost to replace your order as quickly as possible.
UK: 5 working days (Free UK Mainland delivery)
Europe: 21 working days (Standard delivery)
Rest of World: 21 working days (Standard delivery)
Your right to cancel an order starts the moment you place your order and ends 14 days from the day you receive it. This 14 day period is the time you have to send the goods back.
During this period you may examine your goods and decide to keep them or cancel your order. Do not wear footwear outdoors during this period unless you have decided to keep them, as any cancelled orders must be returned in their original and unworn condition. You may of course try the footwear on indoors to examine if the fit is correct for you.
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.
The Old Waterloo
To return your order to us for an exchange or refund, please follow these instructions:
The Old Waterloo
Our dispatch team takes great care to carefully inspect each and every pair of footwear for damage/faults/quality issues and to ensure you receive the correct item according to your order, before actually dispatching your parcel. In the rare event that we do send out the wrong item, or the item you receive is damaged, faulty or of unsatisfactory quality or unsuitable for purpose, then get in touch with us immediately to let us know. We may ask you to send us some photographs of the item showing the issues you have identified. We will then normally ask you to return the item to us for inspection. Upon receiving your item we will inspect it to confirm your complaint. Upon confirming your complaint we may make an offer of an exchange or refund (including your original postage fees if applicable), and will offer to reimburse your return postage costs, so that you are not out of pocket due to an error on our behalf. If our inspection cannot confirm your complaint then this will be communicated to you and we will try to work with you to achieve a satisfactory resolution.
Cancellations & Returns are usually processed within 1-3 working days of us receiving the goods back. Scorpio Shoes will guarantee to process your refund to your original method of payment within 14 days of receipt of your accepted returned order. A returned order may not be accepted if inspection of the returned goods indicates that they have been worn outside or show excessive signs of wear, such as soles being worn down or creases in the leather, for example. I.E. The buyer has a responsibility to take reasonably good care of the goods whilst they are in their possession.
Returns: Who pays for the return postage costs?
The cost of returning an order to Scorpio Shoes is to be paid by the buyer in all circumstances except where Scorpio Shoes has made an error, incorrectly supplied goods, or supplied goods that were faulty, not as described, or not suitable for the intended purpose, in which case the buyer pays the cost of return postage initially but then Scorpio Shoes reimburses upon confirmation of a complaint.
Last updated: 7th December 2020.