FAQ : Your questions, our answers

The list of countries we deliver to

• England
• Wales
• Scotland
• Northern Ireland
• Offshore Islands

PLEASE NOTE WE DO NOT DELIVER TO THE CHANNEL ISLANDS or BFPO addresses

THE SPARTOO.CO.UK ACCOUNT: Respecting privacy

What is the SPARTOO.CO.UK account?

• Your SPARTOO.CO.UK account allows us to have the required information to process your orders. You have total control of your personal details: change them in your account or ask for them to be deleted by sending an email to cnil@spartoo.co.uk.
• Access your account to:
  • View and change your details
  • View and change your delivery addresses
  • Change your password
  • Subscribe to the newsletter
  • Track your Sponsor Account
  • Track your Gift voucher Account
• Your SPARTOO.CO.UK account also enables you to track your orders and returns online.
• You can take part in SPARTOO.CO.UK features: sponsorships, opinions, feedback etc...

How do I create my SPARTOO.CO.UK account ?

• To open an account:
  Click on "My account" at the top right of the home page. Then follow the steps by completing the section "New Customer - Create your account ". If you have any problems, do not hesitate to contact our customer service, they will get back to you as soon as possible.

How can I find my username and password?

• If you have forgotten your password which enables you to sign in, click on "My account" at the top right of the page then click on "Forgotten your password?". A new password will be sent automatically to your email address.

Services

How can I contact you?

• Got a question? Need information? SPARTOO.CO.UK Customer Service is there to help:

  - Our call centre will connect you to an expert who will answer all your questions at 02030 264358(local rate) from Monday to Friday 8:00 am to 5:00 pm.

  - You can also contact us by clicking "Help & contact" and sending us a message.

Can I keep my shopping bag for my next visit?

• You have made your selection but you do not want to validate it immediately? No problem! If the product is still available, you can come back to your shopping bag and the items you selected, next time you visit the site.

Products and stocks

Where can I find technical information about a product?

• When you are navigating the site, click on the products you like : you will have the option of viewing the product in 3D. Specifications will be listed nearby for information on features and materials used in the product.

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

• The products on display at SPARTOO.CO.UK are what we have available. However, the model you want may be out of stock in your size. Only available sizes are presented. If you can not find your size, you can request to be notified when it arrives by clicking "Size Alert". We will notify you by email.

What selection does SPARTOO.CO.UK offer?

• SPARTOO.CO.UK offers a wide selection of well loved and well known brands. Our aim is to offer you a non-stop range of brands and models of shoes at the cutting edge of fashion: trainers, flats, moccasins, derby, flip flops, sandals, boots... and even slippers!!!

My order

How do I place an order?

• Select the models that catch your eye: SPARTOO.CO.UK offers a range of search options:
  
  
  • Quickly find different models based on your criteria : Enter the keywords for your search (colour, size, price etc...) or use the different search filters available.
  • Two ways to search :
    • Visit different collections corresponding to your tastes: discover other brands which reflect your style.
    • Select your favourite brand: discover the latest "top sellers" in the sections dedicated to each brand.
  • Top 5 sellers :Discover the top five sellers at SPARTOO.CO.UK in each section and in each brand.

• Have you selected your item(s)? Select your size from the model's product info then click on "Buy Now" to place it in your shopping bag. When you have finished making your purchases, click on "Pay Securely Now" and follow the four steps of the ordering procedure:


1. Delivery information: View your order summary and the shipping address.
2. Payment information: Select your method of payment and your type of delivery as well as confirm the delivery address.
3. Confirm: Enter payment information.
4. End: The procedure is now complete. You will soon receive an email with your order number and summary.

How long does it take for my order to be shipped?

• All orders validated before 9:00 am are sent the same day for express delivery only. All other orders will be prepared within 2 business days. An email confirming the preparation and shipping of your consignment will inform you of the delivery times of your consignment.

How do I know if my order has been registered ?

• After validating your order online, SPARTOO.CO.UK will send you a confirmation email with your order number. Track the progress of your order in "My orders" in your SPARTOO.CO.UK account. We will inform you by email of the different steps of your consignment.

How can I change or cancel my order?

• You can not change the content of an order which has been validated. You will have to make a return request from your account and place another order.

Payment

Which methods of payment do you offer?

Select your method of payment on the "Payment information" page when ordering.

• Payment by bank card: You can pay for your purchases by bank card. Select this method of payment on the " Payment information " page and access the "Confirmation" page. Enter the number of your card, its expiry date and its security code, located on the back of your card.

• Payment by Paypal: With PayPal your financial information is never communicated to Rubbersole.co.uk. PayPal encrypts and protects your card number once and for all. Pay online by simply indicating your email address and your password.

• Payment by SPARTOO.CO.UK gift voucher: Enter the code of your gift voucher on the "Payment information" page or select your gift voucher directly in the drop-down menu and validate.

Is online payment secure?

• Rubbersole.co.uk purchases are guaranteed maximum security! Rubbersole.co.uk takes Internet payment security very seriously. Your bank details are encrypted and sent to our server using the SSL protocol (Secure Socket Layer) and transferred to a totally secure environment in our bank, the CIC(a leading French bank). They are never stored.

How do I use my Rubbersole.co.uk gift voucher or money-off voucher?

• 3 steps to using your gift voucher/money-off voucher when you place your next order:
  
  
  1. Make your selection and add to your shopping bag,
  2. Place your order,
  3. On the "Payment" page, enter your gift voucher/discount voucher in the special field.

• If the amount of your gift voucher is higher than the amount of your order, the balance is transferred to your gift voucher account. It will automatically be proposed during a future order on the "Payment" page.


• If the amount of your gift voucher is less than the value of your purchase, you will need to complete payment using your bank card.

My promotion code is not working: what should I do?

• Check the expiry date of your promotion code:
• Money-off vouchers are valid for 3 months.
• Gift vouchers are valid for 1 year.

The code is also case sensitive and does not include spaces.

• If your code works, a message is displayed to inform you that your voucher has been registered.
• Codes may not be combined: if you have several codes, only one may be used with your order.

What are guaranteed prices?

• Rubbersole.co.uk is committed to selling its models at market prices.

Is VAT included in the price?

• VAT is included in the price of items and services sold at Rubbersole.co.uk. Rubbersole.co.uk will not be held responsible for refunding the VAT on purchases made from customers placing an order from the Channel Islands.

Shipping

My consignment to my address, how long does it take and how much?

• All orders validated before 9:00 am are sent the same day for express delivery only. Delivery times therefore depend on when you place your order and your selected delivery method.

FREE DELIVERY with YODEL : maximum of 6 days from the date the item is shipped (average time) for England and Wales from despatch date; for Scotland, Northern Ireland, and offshore islands, this period may be 2 days longer .

STANDARD DELIVERY with UPS at a cost of £4.00 (tax included): Your estimated delivery time is indicated on the payment page, and is calculated with regards to your postcode. The delivery times can be between 3 to 5 working days from despatch.

EXPRESS DELIVERY with UPS at a cost of £11.00 (tax included): Your estimated delivery time is indicated on the payment page, and is calculated with regards to your postcode. The delivery times can be between 1 to 3 working days. The delivery times are valid for any order registered on our website before 9:00 a.m. For orders placed after 9:00 a.m., please add an extra working day to your delivery time.

Please note that SPARTOO.CO.UK does not deliver to the CHANNEL ISLANDS or BFPO addresses at this time

Can my consignment be delivered to an address other than my home address?

• Your SPARTOO.CO.UK allows you to save up to five addresses... Perfect for sending gifts to friends or receiving your consignment at your holiday destination!

How can I track my consignment?

• Once your parcel is despatched from our warehouse, you will receive an email from Spartoo with either your YODEL tracking information or your UPS 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?

Standard delivery with YODEL

The tracked package is delivered by YODEL in five to six days (from the date the item is shipped) if you live in England and Wales and seven to eight days (from the date the item is shipped) if you live in Scotland, Northern Ireland, or an offshore island. It will require a signature at the delivery address as indicated in your order form. If you selected express delivery with UPS, you will receive your parcel within 1 to 3 working days (from the date the item is shipped), depending on your location and the time that you placed your order. Your delivery time will be calculated for you directly on the payment page.

• If you are not in, YODEL will leave a calling (absence) card, explaining how you can collect your consignment. You will be required to contact your YODEL courier by calling the telephone number on the calling (absence) card and arrange a time for delivery within the hours of 7:30 a.m. to 9:00 p.m. The time limit for collecting your consignment is 7 days. If you cannot find this card, you can also contact YODEL directly at 0844 248 0555 to reschedule a delivery time.
• Different situations may arise:
  1. If your consignment is labelled "RETURNED TO SENDER", our customer service department will contact you on the day we receive the consignment in order to return it to you or process a refund depending on your request.
  2. If your consignment is labelled "AWAITING FURTHER INSTRUCTIONS", you will need to contact your YODEL courier to arrange a suitable delivery time or complete the information for delivery.
  3. If you have not received your tracked package after 7 days and you have not received a failed delivery slip, check the status of your consignment at www.yodel.co.uk and contact us HERE.

Standard delivery with UPS

The tracked package is delivered by UPS within 3 to 5 working days (from the date the item was shipped), depending on your location and the time that you placed your order. Your delivery time will be calculated for you directly on the payment page.

• If you have selected our express delivery service with UPS and you are not in when the UPS courier tries to deliver your order, your courier will try to leave your parcel with a neighbour. In this case, your courier will leave a notification slip in your letter box to notify you of this.
• If your UPS courier is neither able to deliver to you nor to a neighbour, the courier will leave a delivery notification slip in your letter box. This form shows the time and day when delivery was attempted as well as the UPS contact information. You will need to call this number and contact your local UPS courier in order to schedule a suitable delivery time.

Express delivery with UPS

The tracked package is delivered by UPS within 1 to 3 working days (from the date the item is shipped), depending on your location and the time that you placed your order. Your delivery time will be calculated for you directly on the payment page.

• If you have selected our express delivery service with UPS and you are not in when the UPS courier tries to deliver your order, your courier will try to leave your parcel with a neighbour. In this case, your courier will leave a notification slip in your letter box to notify you of this.
• If your UPS courier is neither able to deliver to you nor to a neighbour, the courier will leave a delivery notification slip in your letter box. This form shows the time and day when delivery was attempted as well as the UPS contact information. You will need to call this number and contact your local UPS courier in order to schedule a suitable delivery time.





Return

What are the return options?

You have three options available:
1. Exchange: all SPARTOO.CO.UK items can be exchanged for another size (not colour), depending on stock availability.
2. Credit note refund: If you would like to exchange your item for another model or if you do not want to place a new order at the moment, SPARTOO.CO.UK can credit your online account with a gift voucher for the full price of your order. This credit note will automatically be proposed as a payment method during your next order and it can be kept in your customer account for up to a year.
3. Full Refund: If requested, SPARTOO.CO.UK can refund your order. We will credit your credit/debit card account or PayPal account for the amount of your order.
4. The 30-day moneyback guarantee offer does not affect the right to cancel.

Who pays for my return?

• Not entirely satisfied with your purchase? At SPARTOO.CO.UK, you have 30 days from the date your consignment is received to return the item(s) in question.
• If you live in the UNITED KINGDOM, SPARTOO.CO.UK will cover the cost of your return(s).
• We would kindly ask you to return your item(s) in new condition and with their original packaging.
• If the consignment is returned at the customer's expense, we strongly recommend you keep your post office receipt.

How do I make a return?

1:UNITED KINGDOM:

1a. Conditions for all products available on Spartoo.co.uk


Step 1:
Sign in to your SPARTOO.CO.UK customer account with your Email address and password and go to the "My returns" section to fill in the returns request form.
Step 2:
Please select all of the items you would like to return, select a reason why you are returning them, and indicate whether you would like an exchange or a refund following your return. You will also be prompted to select either the Collect+ returns service or the post office to drop off your return parcel.
Step 3:
After completing your return request, please press "continue". You will then see your return instructions, including a link to print out your pre-paid return label. You will also receive all of this information by email.
Step 4:
Once you have printed your pre-paid return label, please simply attach this label to your parcel. Post your consignment at your nearest post office or Collect+ shop (depending on the returns service that you chose). You will not be required to make a payment!

Step 5:
Please remember to ask for a proof of postage receipt from either the post office or your local Collect+ shop. If you returned your product through the post office, you will need to enter the barcode reference number (in the format AA000100019GB) from your proof of postage receipt into your Spartoo customer account in order to process your return. If you returned your product through Collect+, your proof of postage receipt will contain a return tracking number, which you can then use to track the progress of your return item online here.

All returns which have not followed this procedure will require transport to be paid for. In this case, the seller will not refund the return charges.


If you have problems making a return, please contact us here.
1b. Instructions for making a paid return


Step 1:
Sign in to your SPARTOO.CO.UK customer account with your Email address and password and go to the "My returns" section to fill in the returns request form.
Step 2:
If you have chosen to make a paid return: Following the first step, please call our SPARTOO.CO.UK customer service department at 02030264358 (cost of a local call), to validate your return request. An email will be sent to you to give you a return reference that must be noted on the parcel if possible.

Step 3 :
Once your request has been verified, you can return your item to us at the following address:
SPARTOO c/o Parcelroute Services Ltd. - Gatehouse Close - AYLESBURY - HP19 8DE.

Step 4 :
Keep your proof of postage and contact Customer Service once again to supply the Royal Mail barcode.


If you have difficulties making a return, please contact us here.