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MAKERS OF FINE SHOES | HANDCRAFTED | LEGACY & HONOUR

DELIVERY & RETURNS

INTERNATIONAL SHIPPING GUIDELINES

 Our Rest of World website for your online orders. To ensure a smooth shopping experience, please review the following information regarding international delivery to the countries listed below.
AmericaLondonDenmarkSwedenEurope
NorwayU.A.ESaudia ArabiaQatarBahrain
kuwaitIndiaMalaysiaSingaporeAustralia

International Delivery Terms and Customs Guidelines:

To ensure a smooth shopping experience, please take note of our international delivery terms and customs guidelines: The prices displayed on this site do not include any taxes (VAT). Please be aware that customs clearance fees, including duty, tax, and other charges, are not the responsibility of Wilfred & Frazer . Depending on your country’s import laws, you may be required to pay additional fees. It is important to note that any customs clearance fees and associated charges are beyond our control. To understand and anticipate these potential costs, we recommend reaching out to your local customs office. If payment is necessary to release the goods, the courier will directly contact you, providing details on the payment process.

All online purchases are dispatched from our base in the UK, ensuring the quality and craftsmanship you expect from Welfred & Frazer.

DHL Express (3-5 Business Days): £16.00
Post (Royal Mail - Laces ONLY)
£8.00

 

If, for any reason, you choose to refuse delivery and the shoes are returned to us, any costs incurred during this process will be deducted from your refund. We appreciate your understanding in this matter.

All online purchases are dispatched from our base in the UK, ensuring the quality and craftsmanship you expect from Wilfred & Frazer

For any specific inquiries or further assistance regarding international deliveries, please don’t hesitate to contact our customer support team. Thank you for choosing Wilfred & Frazer for your footwear needs!

Shipping Restriction: Dangerous Goods

This decision is a result of the exceptionally high costs associated with ensuring the safe transport of such items through our shipping partner.

International Returns Policy - Rest of World

Your satisfaction is our priority at Wilfred & Frazer. If, for any reason, you find yourself unsatisfied with your purchase, we provide a hassle-free 30-day return policy for all products that remain unworn or unused. Please ensure the return is initiated within 30 days of the shipment date, as we are unable to process returns received outside of this timeframe.

Item Condition Guidelines:

To facilitate a smooth return process, kindly adhere to the following guidelines:All products must be returned in their original, unworn, and unused condition.Returns displaying any signs of wear or damage, such as creased uppers or scuffed leather soles, may not be accepted. In such cases, items will either be returned to you or incur a charge reflecting a loss in value, deducted from your refund.Shoes should be tried on with care on carpeted floors to maintain their pristine condition.

How to Initiate Your Return:

We’ve made the return process simple and convenient for you. Utilize our DHL returns service for a streamlined experience. Please note that this service incurs a charge of £30.00, which will be deducted from your refund.

Effortless Returns with DHL – Experience a seamless return process with our preferred shipping partner, DHL. Follow these steps for the quickest and easiest return:

1. Click on ‘Create Return’ in the despatch confirmation email or your account against the relevant order.

2. Enter your order number and email address.

3.  Choose your preferred day for ‘courier collection’ or select ‘drop off’ to locate your nearest DHL service point.

4. Once completed, download the return label, which needs to be printed.

5. Enclose a copy of your order or delivery note.

6. You are responsible for ensuring the products are in the same condition during transit.

Customer Support for Returns Assistance. If you encounter any challenges while creating your return label, our customer care team is here to assist. 

1.  Reach out to our customer care team and provide details of your order along with the products you intend to return.

2. A DHL shipping label will be promptly emailed to you upon resolution, ready for printing and attachment to the package.

3. Ensure goods are securely packed in their original packaging. Take responsibility for the condition of products during transit.

4. Take the package to your nearest DHL service point. Find your nearest service point here.

Exchanges:

We regret to inform you that we do not offer an exchange service. Please return the original purchase, and if replacement(s) are needed, kindly place a new order.

Returns to Store:

Unfortunately, returns or exchanges for online purchases cannot be processed at our retail stores.

Store Purchases:

For goods bought in-store, returns must be arranged directly with the store of purchase.

Faulty Goods:

If you suspect a product is faulty, contact our customer care team before trying on the shoes. Faults resulting from wear and tear may not be accepted. We may need to inspect the goods, and if deemed necessary, arrange a collection for a resolution discussion after review.

Stock Quality Assurance:

Products returned and reintegrated into stock undergo thorough checks. Minor creasing from trying on is not considered a fault. For further assistance or inquiries, feel free to contact our customer care team. We appreciate your understanding and cooperation.
Refunds will be issued through the same payment method used for the initial purchase. The refund will be processed in the same currency as the original transaction.The refunded amount will be less the initial outbound shipping costs and any subsequent return shipping costs. Details on return shipping costs can be found on our “How to Return Your Order” page.
Important Notice: Notify Us for Hassle-Free Refunds.

Cancellations:

For information on canceling your order, please refer to our comprehensive “Terms & Conditions of Supply” available on our website.

Customer Support: If you have any questions or need assistance, our dedicated Customer Care Team is here to help. Feel free to reach out for prompt and personalized support.

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