Terms & Conditions
1 About the Terms and Conditions
We may change these terms from time to time without notice to you. Changes will apply to any subsequent orders received.
2.1 Delivery Information and Costs
The time it will take your item to arrive is the order processing time plus the delivery time for your chosen delivery method to your address.
It can take up to 2 working days from the time your payment is accepted for your order to be processed for dispatch. If there is any delay in processing your order, you will be notified by email as soon as possible.
For information on the costs of delivery and destinations we deliver to, please see our Delivery page.
2.2 Delivery Times
All times quoted are Greenwich Mean Time (GMT) or British Summer Time (BST) (as applicable).
FAST & FREE UK Delivery: We aim to deliver all mainland UK orders in 1-3 working days. However, sometimes during sale periods or other busy periods, deliveries may take longer. If you have not received your delivery within 7 working days, please contact our Customer Services team. Deliveries to Northern Ireland and the Highlands and UK Offshore Islands may take longer to arrive. During busy periods, please allow up to 10 working days for delivery to Northern Ireland and the Highlands and Off Shore Islands before contacting Customer Services.
Our couriers typically deliver Monday to Friday, 8am – 6pm. Please note that Saturday and Sunday are not classed as working days. If you are not in when the delivery driver first tries to deliver the package, it may be returned to the local delivery office and a card left detailing how to collect or arrange re-delivery. The parcel will be held for up to 5 working days before being returned to us. If a parcel is refused delivery, if three attempts are made to deliver the parcel, or if a parcel is not collected from a pick up shop or depot, and no attempt is made to rearrange delivery, the parcel will be returned to us by the courier as undeliverable. When this happens a charge is levied upon the sender (Scorpio Shoes) by the courier. This charge will be passed on to the customer in the form of a reduction to the amount refunded for the undeliverable order. Please allow 7 working days from dispatch before querying your order. The courier will contact you via email or SMS (text message) with details of your delivery once we have released the parcel to the courier.
Next Day UK Delivery: Next Day UK Delivery is not available on all items as inventory is located across three premises. Please call Customer Services to enquire about the availability of stock for next day deliveries before placing your order over the telephone. We aim to deliver all next-day delivery orders within 24 hours for all orders received before 2pm, Monday-Friday (excluding Bank Holidays). Deliveries to the Highlands and UK Off Shore Islands may take longer to arrive.
International Delivery: We aim to deliver orders usually 5-7 Working Days for Europe, 7-10 Working Days for the Rest of the World. In unusual circumstances delivery may take up to 21 working days. During sale or other busy periods however, deliveries may take up to 21 days. If you have not received your delivery within 21 days of dispatch, please contact our Customer Services team. Please note that Saturday and Sunday are not classed as working days.
Your international order will be delivered to your address by DPD or DPD Local and their shipping partner companies. We unfortunately cannot guarantee a timeframe for delivery. The courier will contact you via email or SMS (text message) with details of your delivery once we have released the parcel to the courier. Please allow 10 working days before querying your order.
2.3 Delivery Areas
Scorpio delivers to all United Kingdom, Republic of Ireland, EU and International destinations listed below. All UK addresses must have a UK Postcode. Scorpio classes the United Kingdom as England, Scotland, Wales and Channel Islands.
Please note that we can only deliver to the following countries:
United Kingdom, Northern Ireland, Guernsey, Isle of Man, Jersey, Republic of Ireland
Andorra, Australia, Austria, Belarus, Belgium, Bolivia, Brazil, Bulgaria, Canada, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Greenland, Guernsey, Holy See (Vatican City State), Hungary, Iceland, India, Ireland, Isle of Man, Italy, Japan, Jersey, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, Pakistan, Poland, Portugal, San Marino, South Korea, Spain, Sweden, Switzerland, Turkey, United States Minor Outlying Islands, United States of America.
2.4 Delivery Address Options
We can deliver to an address other than the billing address for UK orders paid for by credit/debit card but not PayPal. All international orders must be delivered to the card/account holders address if paid for by credit/debit card, or to a PayPal verified address if paid for via PayPal. Unfortunately, we will be unable to change a delivery address once the order has been dispatched. If paying with PayPal please make sure that the delivery address you want to have your order delivered to is already available to select as an option during the PayPal payment process; to do this simply log in to your PayPal account, add an alternative delivery address and save it. For international customer's for whom PayPal cannot verify your address we may contact you to confirm your order and desired delivery address to ensure your security and help prevent fraud on your account.
2.5 Tracking your Order
Once we have released your order to the courier service, they will contact you via email and/or SMS (Text Message) with details of your delivery. You should expect to receive a tracking number and a website address and / or telephone number that can be used to track your parcel.
We use DPD http://www.dpd.co.uk/content/how-can-we-help/index.jsp courier services to deliver your orders.
3.1 Payment Options
We accept Visa, Visa Delta, Maestro, MasterCard, Solo, PayPal and Amazon Payments. Please see www.paypal.com for information on PayPal payments. All prices are inclusive of VAT (where applicable) at the current rate and are correct at the time of entering the information on to the system. The total cost of the order is the price of the products ordered plus the delivery charge.
Further information for International customers: Prices can be displayed on our website in British Pounds (GBP), Euros or US Dollars. All orders are placed in British Pounds and the Euro/Dollar amounts shown are estimated values based on the exchange rate (updated twice daily) for your convenience. International orders will be subject to the exchange rate and any charges applied by the customer's credit or debit card company of which we have no control or liability. Customers outside the United Kingdom will also be liable for any import duty, quotas, permits, product restrictions, and other local requirements. You are advised to check the latest applicable local requirements before placing an order.
3.2 Credit Card Validation
3.3 Verified by Visa & MasterCard SecureCode
Online shopping made safer. Scorpio is working together with Visa and MasterCard to offer you a safer shopping experience when using your credit card online. 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. If your bank or card issuer is already a part of this scheme, then you might have already noticed the Verified by Visa or MasterCard SecureCode page appear when you last made a purchase with a participating retailer on the Internet. If your bank is yet to introduce this security measure then the following information will explain how it works and the added protection benefits of registering.
Online Protection Benefits:
Shop online with added security and peace of mind
Your personal password is linked to your card only, and not to your computer
This security scheme will help to prevent unauthorised purchases
How it Works: When you reach the checkout process at Scorpioshoes.com (or any participating retailer) you will have the opportunity to register for either Verified by Visa or MasterCard SecureCode. Simply sign-up for the service following the online instructions that are linked directly to your card issuer, set up your new personal password once your card issuer has confirmed your identity, and continue shopping. 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. Alternatively you can contact your bank directly to register, or visit Verified by Visa or MasterCard SecureCode for more information. Please note: If you choose not to register during the checkout process, depending on your card issuer, we may not be able to process your order. A different method of payment will be required to complete your purchase.
If you wish to cancel an order you may do so by using the CONTACT US form to initiate the cancellation process. You may also contact our Customer Service Team during office hours on (+44) 01388 814 148. You may even write to us at RETURNS, Scorpio Shoes, The Old Waterloo, High Street, Spennymoor, County Durham, DL16 6DB, United Kingdom, being sure to include all your order details and the reason for wishing to cancel your order.
General Cancellations & Returns Policy
Returns to Store
At this time, orders made on the website cannot be returned to our Newcastle or Durham store and must be returned by posting back to our Spennymoor warehouse address.
Please note that any items purchased from a retail store cannot be returned to the website and must be taken to one of our retail stores for refund or exchange.
Returns by Post
It is important that you follow the steps below to enable us to process your order efficiently and to ensure that you do not incur any unnecessary costs:
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). The packaging is part of the product being sold and needs to be in a re-saleable condition
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 traceable delivery service to return your securely wrapped goods to us 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.
The Old Waterloo
Processing Cancelled Orders
Upon receipt and acceptance of your cancelled & returned order Scorpio Shoes will process your return usually within 1 to 2 working days and guarantee to process it within 14 days.
We cannot refund any money if we do not receive the returned items. Please note that it may take 2-3 working days for the refunds to show in your credit/debit card bank account, whereas Paypal refunds are usually immediate. You will be refunded onto the card/account that the goods were purchased with, or into the same Paypal/Amazon/Amazon Payments account. If your card expires before we process your refund please contact our Customer Services team with your order number, and new card details.
You can call Customer Services between 9am and 5pm (GMT/BST), Monday - Friday (excluding UK bank holidays):
UK customers: 01388 814 148 (calls charged at normal network rate)
International customers: +44 1388 814 148 (calls charged at network rate)
For security reasons, we cannot accept this information via email. If you experience any difficulties with the returns process please contact our Customer Service team on (+44) 01388 814 148.
Who Pays for Return Postage
The cost of postage to return cancelled orders is at the customers own expense 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.
Returning goods bought as special offers
If you return a single item bought as part of a multi-buy discount offer (for example 'buy 2 for £20.00') you will be refunded the full price of that item less the total discount given in the offer. If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value. For combination purchases ("buy one get one free" or "get the lowest priced item free"), you must return any free items or vouchers back for us to process a refund.
Returning goods which are of unsatisfactory quality, faulty, not as described or unfit for purpose
Scorpio Shoes will guarantee to refund the costs of goods that are of unsatisfactory quality, faulty, not as described or unfit for purpose.
Returned goods will be subjected to inspection to confirm the complaint is genuine before processing a refund to the buyer. In the event that the inspection does not confirm the complaint is genuine then a refund may be withheld or a reduction in the amount to be refunded may be made. Scorpio Shoes reserves the right to distinguish between a genuine fault and accidental, intentional or unintentional damage, or improper usage or care of a product.
You can return these items to us with a completed Returns Form at:
The Old Waterloo
Refunding the Original Delivery Costs
If we have made a mistake on an item sent to you or it is faulty, damaged, of unsatisfactory quality or unfit for purpose, we will refund the delivery charges you have paid to receive that item unless it was sent to you with other items which you are not returning.
Reimbursing Return Postage Costs for Goods which are of Unsatisfactory Quality, Faulty, Not as Described or Unfit for Purpose
Scorpio Shoes will guarantee to reimburse the costs of returned goods that are of unsatisfactory quality, faulty, not as described or unfit for purpose. Returned goods will be subjected to inspection to confirm the complaint is genuine before making a payment to the buyer. The buyer must present Scorpio Shoes with the proof of the cost of the return postage before a payment can be made to the buyer. In the event that the inspection does not confirm the complaint is genuine then reimbursement may be withheld.
Your statutory consumer rights and rights under the Sale Of Goods Act are not affected by our returns policy.
5.1 Product Information
We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor or device, we cannot guarantee that your screen's display of any colour will accurately reflect the colour of the product on delivery.
All sizes and measurements are approximate, however we do make every effort to ensure they are as accurate as possible. Unless otherwise stated, sizes indicated are UK sizes. Please refer to the size guide for clarification. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system.
We reserve the right to refuse orders where product information has been mis-published, including prices and promotions. Prices are subject to change without notice. Prices are inclusive of VAT (where applicable).
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 shall notify you as soon as possible and you will be refunded for the out of stock items.
We continually update our online store. From time to time our retail stores may run special local promotions (which may not be available on our web-site) or we may offer special discounts online that are not available in the retail stores. Some website promotions may not be available to customers in particular jurisdictions.
5.2 Purchase of Products
When you place an order on our website we shall email you an acknowledgement. Our acceptance of an order does not take place until dispatch of the order, at which point the purchase contract will be made. Once you have checked out and your order has been confirmed you will not be able to make any changes to your order so please make sure that everything is correct before clicking the confirm button. Any discounts triggered by the entry of a promotional code will be applied when the order is placed and will be valid so long as it has not expired when you place the order. We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following:
The product ordered being unavailable from stock
Our inability to obtain authorisation of payment
The identification of an error within the product information, including price or promotion
If there are any problems with your order we shall contact you. We reserve the right to reject any offer to purchase by you at any time. We will take all reasonable care, in so far as it is within our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website. Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations. If the item has been dispatched simply return the goods to us for a full refund less postage costs.
For more information, please see our Cookies Page.
Copyright © Scorpio
This website is owned and operated by:
Durham Footwear Distributors Ltd. trading as Scorpio Shoes
Registered in England
Company No. 1221501
The Old Waterloo
Last Updated: May 23rd 2018