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FAQ

FREQUENTLY ASKED QUESTIONS

 

PAYMENTS

IS MY PAYMENT INFORMATION SAFE?


Yes. We are a member of "Verified by Visa" and "Secure by Mastercard", providing additional security when using your payment cards online.

We use industry-standard encryption systems for potentially sensitive information such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it.

HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?

After you hit the Submit button you will receive a message confirming the Order ID. You will also receive an email as confirmation that the order has been placed. Please allow up to 30 minutes for this email to arrive. 

DELIVERY

WHAT UK DELIVERY OPTIONS DO YOU PROVIDE ?

We offer 3 delivery options for the UK which will show when the item is checked out and you proceed to the Paypal Payment gateway - you can click to choose any one of these options if you order before 4PM on a working day..

*Royal Mail Tracked Service - Delivery estimate of 2 - 3 working days

*Royal Mail Tracked Next Day service - Delivery estimated at 1 - 2 working days 

*Royal Mail Special Delivery Guaranteed before 1PM the next working day - purchases do have to be checked out and paid for BEFORE 3.30 PM on a working day to receive the item the next day. 

We do not guarantee Saturday delivery with any postal option.


WHAT OVERSEAS POSTAL OPTIONS DO YOU OFFER?

We ship to most countries in Europe as well as the USA, Canada, Australia, New Zealand, Asia, Turkey & United Arab Emirates.

The postal cost for shipping your item to your location is provided on the item listing.  

For all overseas shipping we use Royal Mail Contract Airsure or Royal Mail International Signed for Services.

International deliveries please allow 3-7 days for Europe and 7-14 days for the rest of the world. 

We attempt to dispatch all orders within 1 working day from when the order has been placed. 

A large percentage of orders get dispatched the same day when placed on a working day.

International shipping is charged on a flat rate basis, regardless of the weight of your parcel. Rates and delivery times vary according to destination.

Rest of Europe - We deliver to the following European countries:

If your country is not listed above, we don't currently deliver there.

WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?

Customs or import duties are charged once the parcel reaches the destination country. These charges must be paid by the customer. Unfortunately, we have no control over these charges, customs policies and import duties vary widely from country to country so we cannot give an exact figure of the fee you will incur. You may wish to contact your local customs office for current charges before you order, so you are not surprised by charges when your parcel arrives.

DO I NEED TO SIGN ON DELIVERY?

Yes - all our orders are tracked and do have to be signed for on delivery


WHAT IF IM NOT HOME TO RECEIVE MY ORDER?

If a courier has attempted to deliver to you but you were not in, they will leave a card providing details of when they will redeliver your parcel or if you can collect it from their sorting office. In some instances they may deliver to a neighbour. If no details have been left please email customer service team with full details and we will get back to you as soon as possible within office hours.

WHAT IF MY PARCEL IS LOST? WILL I GET REIMBURSED?

If you have not received your order, we will need to raise a full investigation with our couriers which can take up to 2 weeks to confirm with them that you have not received your parcel. Once we can confirm this, we can either refund you or re-dispatch your order (stock willing).

RETURNS

HOW DO I RETURN AN ITEM?

If you want to return your purchase it must be in condition with our no quibbles returns policy.

You must notify us ONLINE before you make a return so we can send you the returns procedure and your returns verification code.

You must await our verification code before returning an item, we will send you our returns procedure.

We will accept the request within opening hours of Mon-Fri 10am till 4 pm.

Please post back to us within 72 hours otherwise we can’t accept return.  

You then need to return the package to a Post Office counter. Remember to return your item using a tracked service keep the receipt as this will act as your proof of delivery.

We do not issue refunds for items we have not received back.

If, in the unlikely event, the item does go missing in the postal system then your proof of posting will ensure you can claim compensation for the item. 

We cannot help you if the item goes missing in the post and the item is your responsibility until it has been received back by us.

RETURNING FOR A REFUND

If you are returning for a refund you are responsible for the returns postage for the return of your parcel.

The item is your responsibilty until it has been received back by us.

We do not charge a restocking or adminstration fee.

Upon receipt of your return you will be notified of the refund being processed via email.


We will accept items back within 28 days of purchase and must be in the same condition as received. i.e.) Unworn except tried on for fitting purposes. ( When trying on footwear please try on a carpeted surface).  

We are happy to refund your items provided they are returned in their original box in NEW and UNUSED condition with all labels, internal tissue, plastic packaging and tags intact and NO stickers, tape or writing applied to the shoe box.

You have a duty of care to look after any items you are thinking of returning to us.  By removing tags, or continuing to use an item that you have purchased or you believe to be faulty you are accepting the item and will not be entitled to a refund. 

Please wrap the shoe box in suitable packaging. If you do not wrap the box up then a deduction will be made from the refund. 

If the item is not returned to us in the above condition we reserve the right to refuse a refund on the item or deduct up to 50% of the original selling price from the refund amount.  If we decide not to refund an item it will be returned to you at your cost.

The refund will be for the amount paid for the item.

Please note: You are liable for the postage costs both ways and we do not refund any postal costs.


HOW DO I RETURN AN ITEM FROM OVERSEAS?

EU & REST OF WORLD CUSTOMERS: In order to make a return please follow our returns procedure but you will have to pay for the returns cost yourself.

Once received we will refund back to your account minus postage originally paid. Please note it is customers’ responsibility to get the item safely back to us and we can’t reimburse the postage.  We can only refund for items that have been received back to us.

International returns please note: If you are returning anything to us from outside the EU you must complete a customs declaration indicating that the package contains 'returned goods' or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty in order to receive back our products.

HOW LONG WILL IT TAKE FOR MY RETURN TO BE PROCESSED?

Returns are normally processed within 72 hours of us receiving the item back. You will be notified once your return has been processed via email. We do not refund for items not received back to us.

In the event that we do not receive your returned goods after 10 working days, we will ask you to provide the tracking number from the Post Office as proof of postage and delivery. We reserve the right to refuse a refund if you are unable to provide the tracking number for your return.

We will refund any money received from you by the original payment method.

HOW DO I EXCHANGE MY ITEM?

If you would like to exchange your item, we can try our best to exchange the item for you in a different size or style but we cannot guarantee we will have the item you need in stock. We only carry a certain amount in each style as fashion is changing constantly so please bear this in mind to avoid disappointment.

Any exchanges agreed are at our discretion and we cannot do an exchange if the size you now require has already been unlisted or the listing has ended and we have no more in stock. Please include the name and size of the item you wish to exchange for within the return package.

All exchanges are subject to additional postage costs to be paid by you in order to return the item back to you, the additional postage charge should be placed in the box with the shoes. If you need to exchange an item please message us online for the correct exchange procedure.


WHY HAVENT I RECEIVED MY REFUND?

Have you included our returns form and / or invoice so we know who the package is from? 

If the answer is no, you haven't followed procedure we find it very difficult to process the return and this causes a delay until customer gets in touch.

I'VE SEEN A PRODUCT BUT IT SEEMS THAT IT IS NO LONGER IN STOCK?

We understand how frustrating it is when you have your heart set on a particular item and when you go to purchase you are informed that the item is out of stock, unfortunately fashion moves at a fast pace at Perfect Me Shoes and our most popular products do sell out very quickly. We add new items to the site every week so if your chosen product is no longer listed on site you may be able to find a similar item by browsing through the categories listed at the top of the homepage.

HAS MY ORDER BEEN SHIPPED OUT YET?

As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it's on its way and the status will change to dispatched on your transaction. From there it should be delivered within the timescale advertised within our store. 

All orders are trackable so if you would like to check the progress please message us and we will send you your tracking number.

CAN I COME AND COLLECT MY ORDER FROM YOUR PREMISES?

As we are online only we do not offer collection facilities.

DO YOU HAVE A CATALOGUE?

No we dont have a catalogue.  As stock can change overnight we are not able to provide an up to date and accurate catalogue.

CAN I CHANGE MY ORDER?

If you wish to change your order please contact us straight away, if the parcel has not been shipped we can change your order.

WHICH PAYMENT METHODS DO YOU ACCEPT?

We accept debit, credit card payments as well as PayPal. 

HAVE YOU RECEIVED MY RETURN?

Please allow 72 hours for us to process the refund after we have received your return and a further 7 - 10 business days for the funds to clear back into your original funding source.

WHAT CAN I DO IF THERE IS SOMETHING WRONG WITH MY ORDER?  

Unfortunately mistakes can happen - we are only human :-). If there is a problem with your order please contact Rebecca in our customer service team via the online system, we will try to rectify the mistake as quickly as possible.

HAVE RECEIVED A FAULTY ITEM.

We want all our customers to receive top quality products so if you have received an item you believe to be faulty with please email us at perfectmeltd@gmail.com with as many details as possible of the fault with the item. We aim to resolve any issues with faulty items as soon as we can within office hours but we need you to inform us of any faults before the product has been worn so that we can resolve the issue for you.