FAQ : Your questions, our answers

How to place an order?

Choose the models you want: various search options are available on Spartoo.co.uk :
  • Make a rapid selection according to your criteria: enter the keywords of your search (colour, size, price etc…) or use the different filters available to you.
  • Got more time on your hands?
    Take a look at your favourite styles and discover the brands that suit you.
    Select a brand and browse their latest collection on a page especially created for their brand.
  • The top 5 sales :
    Explore the top 5 sales of every style and brand on Spartoo.co.uk. You’ve made your choice? Select your size on the product page and click on "Add to bag" to place it in your shopping basket. Once you have finished shopping, click on “Pay Securely Now” and we’ll guide you through the four stages of the ordering process.
    If you are not logged in, you will be asked to log in with your email address and password. If you do not have an account, you will be asked to create one.
    Delivery information: Check your order summary and your delivery address.
    Payment information: Choose your payment method, delivery and billing address.
    Confirm: Enter your payment information.
    All done: The procedure is now complete. You will soon receive an email with your order number and summary.

How do I know when my order has been registered?

After confirming your order online, Spartoo.co.uk will send you a confirmation email with your order number. Track the status of your order at any time by going to the "My Orders" section on your Spartoo.co.uk account. We will notify you by email of the different stages of your package.

How do I change or cancel my order?

If your order is "awaiting preparation"
You can log on to your Customer Account > My orders > View my last order to edit your delivery address. You cannot modify the delivery method or the product (size, colour, model) nor request the cancellation of an order. Please contact our Customer Service to request the cancellation of an order or to modify the delivery method or product (size, colour, model). Our team will carry out the desired modifications.

If your order is "preparation in progress"
You cannot modify your order in your Customer Account. Please contact our Customer Service to request the cancellation of an order or to modify the delivery address, delivery method or product (size, colour, model). Our team will request the warehouse stop preparing your order to make the desired modifications, without guarantee. In some cases, it is possible that the requested modifications cannot be taken into account. In this case, our Customer Service will inform you on how to proceed. This usually happens during sales periods.

If your order is "in transit" or "shipped"
No modifications can be made.

What is a SPARTOO.CO.UK customer account?

  • Your SPARTOO.CO.UK account enables us to access information that is necessary to process your orders. You are free to choose the personal data disclosed: modify them in your account or ask for them to be deleted by sending an email to adriana@spartoo.co.uk
  • Access your account:
    View and edit your information
    View and edit your delivery address
    Change your password
    Subscribe to the newsletter
    Track your sponsor account
    Track your gift vouchers
  • Your SPARTOO.CO.UK account allows you to track your orders and make returns.
  • Become a part of SPARTOO.CO.UK with sponsoring, reviews, testimonials etc…

How do I create my Spartoo.co.uk customer account?

To open an account:
Click on the tab "My Account" which appears on the top right of your screen on the homepage. Fill out the form in the section "I am a new Customer". If you encounter any problems, please do not hesitate to contact our Customer Service team who will reply as soon as possible.

How do I find my log in and password details?

If you have forgotten your password, click on "My Account" which appears at the top right of your screen, and click "Forgot your password?". A new password will automatically be sent to your email address.

How can I contact you?

A question? Need help or information? SPARTOO.CO.UK's Customer Service team is here for you:
  • Our Call Centre will put you in contact with a specialist who can answer all your questions at 02030 264 358 (price of a local call) from Monday to Friday, from 8:00 am to 5:00 pm.
  • You can also contact us by clicking on "Customer Service" to send us a message.

Can I save my shopping bag between visits?

You've made your selection, but you don't want to register an order right now? No problem! If the product is still available, you will find your selection in your shopping bag the next time you visit.

Premium Service

Spartoo also offers its Premium Service to customers.
The Premium Service is a subscribed service for a period of 12 months which costs £12.90 at registration. If the customer wishes to continue to enjoy the benefits of this subscription after 12 months, they may renew the subscription by ordering the service on the website for an additional 12 months for a total of £12.90.
The Premium Service advantages do not apply to partner products, displayed with the icon "Partner Products".

The benefits of the Premium Service are:

  • United Kingdom :

- Pay in 3 instalments at no additional charge.
- An immediate 10% discount on more than 100 brands and 5,000 stylish shoes.
- An extra 5% discount during the sales.

  • Conditions for application of discounts:

- Purchase conditions for the 10% discount: this discount cannot be combined with any ongoing discounts and it does not apply on brands excluded from our discounts. This discount is valid on full-price items available on our website.

- Purchase conditions for the 5% discount: This discount can be combined with marked down or sale items during the sales period. It cannot be combined with other promotional codes, other than the sale price indicated on the website. This discount is only available on sale items.

How does the sponsorship programme work?

Your sponsor must enter your email address when registering at Spartoo.co.uk. You can also invite your friends to become your sponsor by completing the form in the 'member sponsorship' tab on the top right hand corner of your Customer Account.
For the first order of your sponsor, you will earn £10. This is credited 30 days after the date of order for orders of £50 or more that are not subject to any returns. Your sponsor will also earn £10 for their first order.
You can sponsor up to 100 people and earn up to £1000. Your earnings are issued in the form of a gift voucher, valid for 1 year. You can cumulate your earnings and request a gift voucher from £20 onwards.

How does the loyalty programme work?

For every order placed on SPARTOO.CO.UK, you earn loyalty points.
£1 purchased = 2 loyalty points
Each point has a value of 1p.
The number of points earned for each product is shown on the product page. Get loyalty points on all your purchases!

With each order, your account is credited with your loyalty points within 30 days, excluding items subject to return. You can view your loyalty points at any time by logging into your Customer Account.

Once you have cumulated a minimum of 500 points, you can request a gift voucher payment, valid on your next order.

Where can I find technical information on a product?

When browsing, click on the products you like: you'll be able to see them in 3D. A description will appear with the characteristics and composition of the product.

How do I know if an item I want is available?

The products shown on Spartoo correspond to real time availability. However, the shoe you want may be temporarily out of stock in your size. Only available sizes are displayed. If you do not find your size, you can request to be informed when it arrives by clicking on "Receive an email when my size is in stock." We will keep you informed by email.

What choice does SPARTOO.CO.UK offer?

SPARTOO.CO.UK offers a large variety of popular brands. Our goal is to continually provide brands and models of shoes that are in fashion: shoes, ballerinas, moccasins, derby, flip flops, sandals, boots ... and even slippers!

What are the payment methods?

Choose your payment method on the page "Payment information" when ordering. The following payment methods are accepted on Spartoo:
  • Payment by VISA or MASTERCARD debit card
  • Payment in 3 instalments
  • Payment by American Express
  • Payment by Paypal
  • Payment with Spartoo gift voucher

Is online payment secure?

Shop with confidence at SPARTOO.CO.UK with guaranteed maximum security! SPARTOO.CO.UK pays full attention to safety issues regarding payments on the Internet. Your bank details are transmitted to our server in encrypted form using SSL (Secure Socket Layer) and transferred in a completely secure manner to our bank, CIC, based in France. No bank details are kept.

How do I use my SPARTOO.CO.UK credit note?

Use your credit note/gift voucher in 3 easy steps when placing your next order:
  • Make your selection and place them in your shopping bag
  • Place your order
  • On the "Payment" page, enter the code of your credit note/gift voucher in the appropriate box.
If the amount of your gift voucher is greater than the value of your purchase, the balance is re-credited to your gift voucher account. This gift voucher will automatically be suggested when placing a next order, on the "Payment" page.
If the amount of your gift voucher is less than the value of your purchase, complete the payment by debit/credit card.

My coupon code does not work: what should I do?

Be sure to check the validity date of your promotional code:
  • Discount vouchers are valid for 3 months.
  • Credit notes are valid for 1 year.
  • The codes are case sensitive, be sure to match the case and enter your code without spaces.
  • If your code works, a text will appear telling you that your coupon has been taken into account.
  • The codes are not cumulative: if you have several, only one can be used per order.

Is VAT included in the price?

The prices shown on the product pages and in the shopping bag are VAT inclusive, calculated by the current French VAT rate.

How long for delivery, and at what price?

Delivery times given are in reference to the order date, and presented in working days (Saturdays, Sundays and bank holidays are not taken into account for calculation of delivery time). In case of force majeur, Spartoo.co.uk can not be held responsible for any delay in delivery.

Spartoo offers two different delivery services which are automatically selected depending on the products in your order.
You will find the available delivery services for your desired product(s) on the product page and on the payment page.

For any one order which contains multiple products and two different delivery services, you will receive two separate parcels upon delivery.

Product delivered with Hermes

Mainland: Next Day Delivery for all orders registered before 2:00 p.m.
Northern Ireland and Offshore Islands: 2-3 working days
Cost of delivery: free

Product delivered with UPS

UPS Standard Delivery
Delivery time: 3 Days
Cost of delivery: free

UPS Express Delivery
Delivery time: 1 to 3 days for all orders registered before 12 p.m., depending on the delivery postcode. The delivery time will be indicated on the payment page.
Delivery cost: £5

* At this time, we are unable to deliver to BFPO addresses or PO BOX addresses.
* Please note that SPARTOO.CO.UK does not deliver to the CHANNEL ISLANDS at this time.

Can I have my parcel delivered to a different address?

The following information applies to all products except "partner products".
"Partner products" are subject to their own Delivery and Returns policies (see details on the product descriptions).

Spartoo offers different ways to have your parcel delivered to an address other than your home address.
  • Hermes and UPS allows you to have your order delivered to your work address or to a friend or family member's address.
  • How can I track my consignment?

    Once your parcel is dispatched from our warehouse, you will receive an email from Spartoo with your tracking information. Simply click on the link inside the email to track your parcel directly online.

    I have not received my order... what should I do?

      Parcels dispatched by Spartoo all have a tracking number that allows you to follow your delivery. Spartoo will send you an email once your parcel is dispatched that includes a link so that you can track your parcel. The first step to find out about your delivery is to get more information by clicking on the link made available by Spartoo to get your delivery details.

      - If your parcel is out for delivery and the maximum delivery time stated by Spartoo has not passed: we would kindly ask that you wait until your order is delivered.

      - If your parcel does not appear to be out for delivery and the maximum delivery time stated by Spartoo has passed, please contact our customer care centre right away.

    Spartoo.co.uk delivers to:

    We deliver to the following locations:
    • England
    • Wales
    • Scotland
    • Northern Ireland
    • Offshore Islands
    • PLEASE NOTE WE DO NOT DELIVER TO THE CHANNEL ISLANDS, BFPO addresses, or P.O. Boxes.

    What are the conditions for returning an item?

    The following information applies to all products except "partner products".
    "Partner products" are subject to their own Delivery and Returns policies (see details on the product descriptions).

    All items purchased on Spartoo may be returned for an exchange or a full refund. For your return to be accepted, your return should meet the following conditions:
    - The product should not have been worn outside. It should be in new condition.
    - The product should be returned in its original packaging and in good condition (shoebox not damaged), returned in a closed outer box.
    - The product should be returned within 30 days of delivery of your order.
    - It is important to follow the return procedure, and the first step is to make a return request in your customer account.

    Who pays for my return?

    The following information applies to all products except "partner products".
    "Partner products" are subject to their own Delivery and Returns policies (see details on the product descriptions).
    • United Kingdom: Collect+ or Royal Mail. Free with Spartoo.

    How can I return an item?

    All products purchased on Spartoo can be returned for either an exchange or a refund.
    The customer has 30 days to request an exchange or a refund, starting from the date on which they received the parcel from the courier.
    The return of one or more items during this time frame must follow this procedure:

    Step 1: Customer Account
    Sign in to your Spartoo customer account with your email address and your password and go down to the section "my returns" to complete a return request.

    Step 2 : Receive label
    - Your return is pre-paid by Spartoo: you'll receive an email with a link that you can click on to print out your shipping label.

    Step 3 : Drop off your parcel at the selected location
    Drop off your parcel at the location you chose when completing your return request.
    Please remember to keep your proof of postage receipt.

    What is a partner product?

    A partner product is an item sold by a professional merchant via Spartoo.co.uk. All merchants are qualified and are carefully selected by Spartoo for their product quality and service. Your payment will be safe and secure when you make your purchase.

    Products are marked with an icon 'Partner Product' on the product page.

    View information about the merchant, its delivery policy and returns policy on the product page.

    What are the payment, delivery and return policies for partner products?

    Payment
    You can pay by debit/credit card or PayPal. All payments are secure and fully managed by Spartoo. Your payment details are never transmitted to the merchant.
    Delivery and returns
    The delivery and returns policies are shown on the product page. By clicking on the links on this page, you can view more information.

    We strive to work with partners that offer the same free delivery and free returns service as Spartoo. However, partners are free to determine their charge for delivery and returns policy.

    How does the delivery of a partner product work?

    Once you've placed your order on Spartoo.co.uk, the partner merchant is requested to ship your delivery within 48 hours.

    Following the shipment of your order, you will receive an email with the name of the courier service and your tracking number. You can track the progress of your delivery on the courier's website directly.

    How do I return a partner product?

    You can return products purchased from a partner merchant within the time frame given for your return. This period is specified in the returns policy on the product page.

    Complete a return request by logging in to your Customer Account on Spartoo.co.uk under "My Returns".

    The return is at your expense. You will receive an email with the returns address, and a return code to put inside your parcel.

    Once your product has been received, the merchant will notify Spartoo. Spartoo will then refund the price of the product(s) returned.