FAQ : Your questions, our answers

1. Select and Bag
Once you’ve found your perfect item, choose your size from the dropdown menu and click "Add to Shopping Basket."


2. Secure Checkout
When you’re ready to finalize your selection, click "Pay Securely Now." Returning Guests: You’ll be prompted to log in with your email and password.
New Customers: You can easily create a Customer Account to streamline your checkout and track future orders.


3. Review & Confirm
We’ll guide you through a simple four-stage process to ensure your details are correct:
Delivery: Confirm your shipping address and order summary.
Payment: Choose your preferred payment method and verify your billing information.
Finalise: Securely enter your payment details to complete the transaction.


4. Order Confirmation
Success! Once placed, you will be directed to a confirmation page displaying your order details. We will also send a confirmation email to your inbox within a few minutes.

After confirming your order online, Spartoo.co.uk sends you a confirmation email with your order number. Follow the progress of your order at any time by going to the My Orders section of your Spartoo.co.uk account. We will also notify you by mail when your order has been shipped.

If your order hasn’t yet been despatched and the order status is «Awaiting Preparation», we’ll be happy to cancel/amend it for you.
To modify or cancel your order, please click here.
You can change your delivery address, the size of your products or cancel your order if it is awaiting preparation.
If your order status is 'Preparation in Progress', 'Order in Transit' or 'Order Shipped', no modifications can be made.

We offer delivery with Evri Standard shipping, which estimates delivery between 4-6 working days.

Delivery pricing

Orders less than £29.99 : £5.99

Orders £30 to £99.99 : £2.99

Orders above £100 : Free

We dispatch orders every Monday, Wednesday, and Friday based on the following schedule:

• Orders placed before 12:00 PM (noon): Typically shipped the same day (on dispatch days).
• Orders placed after 12:00 PM or on non-dispatch days: Shipped on the following dispatch day.
• Weekend orders: Dispatched on the following Monday.

Note: Dispatch days and delivery windows are estimates and may be subject to change during peak periods. In case of exceptional circumstances, Spartoo cannot be responsible for the delay of delivery.

*At this time, we are unable to deliver any orders to BFPO addresses, PO Box addresses or the Channel Islands.

Items marked "Partner Product" will have different delivery services and costs. Please consult the product page to see the delivery policy for the partner product.

YES! You are welcome to have your order delivered to an address other than your billing address. Simply enter your preferred shipping details during the checkout process.

Workplace Deliveries If you choose to have your parcel delivered to a business address, please ensure you include both the company name and the contact name in the address fields to ensure successful delivery.

Partner Products Please note that the above information applies to all items except "Partner Products." These items are subject to their own specific Delivery and Returns policies, which can be found directly in the product descriptions.

Once your parcel is despatched, Spartoo will send you an email with a link so that you follow the different steps of your delivery.
Click on this link to be taken to the website of the delivery company you have chosen. You can then see exactly where your parcel is at any time.

Every order shipped by Spartoo.co.uk includes a tracking number so you can monitor its progress. As soon as your order is despatched, we will send you a confirmation email containing a direct link to track your package.

1. If your order is still within the estimated delivery window:
   We kindly ask that you wait until the maximum delivery date has passed. If your tracking indicates that the parcel is "Pending at the Post Office" or "Available at a Relay Point," please collect it as soon as possible to avoid the package being returned to our warehouse.


2. If your tracking has stopped updating or the delivery date has passed:
   If your package status is not updating, or if the maximum delivery time has been exceeded, please contact our Customer Service team. We will launch a formal investigation with the courier to locate your parcel.


3. If your tracking says "Delivered" but you haven't received it:
   Please check with your neighbors or any "safe places" around your property. If the parcel still cannot be found, contact us so we can provide you with the necessary delivery dispute form.

Our delivery service includes:

• England
• Scotland
• Northern Ireland
• Wales
• Please note that we do not deliver to the Channel Islands, BFPO addresses or PO Box addresses.

What You Can Do in "My Account"

Your customer account keeps your information secure and helps us process your orders quickly. Located in the top-right corner of the page, My Account allows you to manage everything in one place at any time:

• Manage Your Profile: View and edit your personal information, delivery addresses, and password.
• Preferences & Rewards: Manage your newsletter subscriptions, check your gift vouchers, and sponsor your friends.
• Get Involved: Leave product reviews and share your feedback with the community.

Important Privacy & Data Info

• Order Impact: Updating your account details will not change the information on orders you have already placed.
• Data Removal: If you would like to permanently delete your account or request the removal of your personal data, please send contact our customer care team.

Creating an Account

You can create an account in two ways:

Before you shop:
Click My Account in the top-right corner of the page, then fill out the form under Registration

During checkout:
You will also have the option to quickly create an account while completing your online purchase.

Managing Your Details

Keep it updated: We recommend checking your account occasionally to ensure your information is up to date.

Existing orders: Please note that updating your account details will not change the information on orders you have already placed.

Deleting Your Account

If you would like to delete your account, please follow these steps:

• Log in to the website.

• Click My Account on the left side of the page.

• Select Delete My Account

• Enter your password and click Delete My Account to confirm.

Need help? Contact our customer service team, and we will assist you as soon as possible.

Just go to 'My Account’ in the top right hand corner of the page. Click on the 'Forgot your password' link and enter the email address you registered with. You will receive a link by email that will allow you to reset your password.

You’ll be up and running again in no time!

A question? Need advice? Our Customer Service team is here to help:

• Our call centre is here to answer all of your questions 02033182709 (local call rates apply) from Monday to Friday between 8am and 4pm.
• You can also contact us by clicking on Help & Contact to leave us a message or email us at adriana@spartoo.co.uk.

Recommend a friend to Spartoo and you’ll both receive £10 off.

Your friend must be new to Spartoo and place a first order of £60 or more to qualify for the offer using the same email address you use to recommend them. Once your friend has shopped, your sponsor account will be credited with £10 (credited 30 days after the date of order for orders of £50 or more that are not subject to any returns). All introducers must be existing account holders.

You can sponsor up to 100 people and earn up to £1000.

Conditions:
- Your earnings are credited 30 days after the date of order for orders of £50 or more that are not subject to any returns.
- Your earnings are issued in the form of a gift voucher, valid for 1 year.
- Cumulate your earnings and request a gift voucher from £20 onwards.

Loyalty Points Programme

Earn points every time you shop at Spartoo and exchange them for gift vouchers to get money off future orders.

How to Earn Points

• Earning Rate: You earn 2 points for every £1 spent. Each point is worth 1p.
• Eligible Items: Points are awarded on shoes, clothing, bags, and accessories. Delivery charges are excluded.
• Product Pages: You can see exactly how many points an item is worth directly on its product page.

Managing Your Balance

• Pending Period: Points are automatically added to your balance 30 days after your order date (excluding any items you choose to return).
• Check Your Balance: Log in and click My Account in the top-right corner of the page to view your total.
• Expiry: Your loyalty points are valid for 12 months.

How to Redeem

• Threshold: Once your balance reaches 500 points, you can exchange them for a £5 gift voucher to use on your next order.
• Save or Spend: You can choose to spend your points as soon as you hit the threshold or save them up for a larger voucher.

Shopping Bag & My Favourites

Shopping Bag (Reservations)

• 2-Hour Reservation: Items added to your shopping bag are reserved for 2 hours.
• Automatic Removal: After 2 hours, items are automatically removed from your bag so other customers can purchase them.

My Favourites (Save for Later)

• Save for Later: If you aren’t ready to buy straight away, you can keep track of your must-have items by saving them to your My Favourites list.
• How to Save: Click the Add to Favourites button located on any product page, right underneath the "Add to shopping bag" button.
• How to View: Access your saved items anytime by clicking My Favourites in the top-right corner of any page.

Important Details About Favourites

• No Reservation: Saving an item to your Favourites does not reserve it. Other customers can still buy it. Items are only reserved once they are in your shopping bag.
• Live Updates: Your Favourites list will show you if an item has dropped in price or if it is currently out of stock in your selected size.
• Out of Stock: If an item sells out completely in all sizes, it will be automatically removed from your Favourites list.

Spartoo Premium Subscription

Spartoo Premium is our annual membership service designed to give you exclusive discounts and delivery perks all year round.

• Cost: £14.99
• Duration: 12 months
• Renewal: Subscription does not auto-renew. You can manually renew for another 12 months for £14.99.
• Exclusions: Premium benefits do not apply to marketplace items marked with the "Partner Product" icon.

Member Benefits

• 10% Off New Arrivals: Valid all year round on non-discounted products.
• Extra 5% Off Sale Items: Valid all year round on top of existing sales.
• Flexible Payment: Option to pay in 3 instalments at no extra charge.
• Exclusive Access: Special price reductions during members-only "Premium Days."

Discount Conditions

• 10% Off Discount: Cannot be combined with other promotional codes and excludes certain brands (see current offer conditions for details).
• 5% Off Discount: Can be combined with active sales prices displayed on the website.

When browsing, click on the products you want to see: you will then be able to see the model in 3D. A description will appear nearby to inform you about the characteristics and composition of the product.

Our website will always show the most recent information about available items, sizes and colours.

The item you want may be temporarily out of stock in your size:

You can ask to be notified when it arrives by email by clicking on the "Size alert" button, which can be found on the product page. Simply enter in your email address and the size you are looking for, and you will be immediately notified by email if/when your size becomes available.

Why not look for an alternative in our New Arrivals section?

Spartoo is a leading European e-commerce company active in the in-season fashion retailing business.

There is more choice than you could ever imagine, from trainers to ballerinas, loafers, derbies, flip flops, sandals, boots and even slippers!

You can use any of the payment types listed below to pay for your order:

• Debit/credit card
• Paypal
• Spartoo gift voucher

We take security seriously, and your payment details are safe with us.

We're committed to ensuring we keep our customers safe. In order to do this, we perform identity checks on some orders. If we're unable to validate your identity, we may get in touch to ask for a little more information from you.

Safer than it's ever been.

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.

This technology includes the following features:
- Authentication: this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
- Encryption: this encodes the data, so that it cannot be read by anyone other than the secure server.
- Data Integrity: this checks the data being transferred to ensure it has not been altered.

In the unlikely event of unauthorised use of your card, you must report the transaction immediately to your card provider in order to qualify for security protection and please contact us too.

If you have a credit note or gift voucher, enter its code in the special box on the payment page.

The promotion will be applied directly to the amount of your shopping bag if the conditions of the voucher apply to the item(s) purchased.

If your gift voucher or credit note is directly linked to your customer account, you can select your voucher in the drop down menu in the "Promotional Code" section. If the amount of your gift voucher is higher than the amount of your order, the balance is transferred to your gift voucher account which is located directly in your customer account. It will automatically be offered during a future order on the payment page.

If the amount of your gift voucher is less than the amount of your purchase, you will need to pay the extra amount by another means of payment.

The promotion will be applied directly to the amount of your shopping bag if the conditions of the voucher apply to the item(s) purchased.

How to Use a Promotional Code

Once you reach the payment stage, enter your code exactly as shown (with no spaces) into the 'Promotional Code' box and click 'OK'.

If the code is valid, your discount will apply automatically. You will see the total price updated and the discount value displayed right beneath your items.

Why Isn't My Promotional Code Working?

If your code isn't applying, please check the following:

• One Code Per Order: You can only use one promotional code per order.
• Exclusions & Expiry Dates: Every code has unique terms. It may only apply to specific items, and most codes have an expiration date. Check the original email or the webpage where you found the code for its specific rules.
• Account & Email Restrictions: Some codes are locked to specific customers. If you received the code via email, make sure you are logged into the Spartoo account associated with that exact email address.
• General Exclusions: Some brands or products are excluded from general promotions. For full details, please review our "Conditions of our current promotional offers" page.

All prices are listed in Pounds Sterling (£GBP) inclusive of VAT for the United Kingdom, excluding delivery cost.

For more information please refer to our Terms & Conditions.

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 page).
All items purchased on Spartoo can be returned for an exchange or a refund.The time a customer has to return an item for an exchange or a refund is 30 days from the date that the customer has received his/her order. Returns must follow the procedure below:

-All items must be unworn and in new condition.
-All items must be returned in their original packaging, also in good condition (shoebox not ripped for example). The shoes and shoebox should be parcelled up in a separate box.
-All items must be returned within 30 days of delivery.
-It is very important to follow the return procedure. The first step is to complete a return request in your customer account.
-Your return will be processed within 5 working days.

All Partner Products benefit from the legal warranties owed by the seller under the applicable law, in particular the 24-month legal guarantee of conformity. See the General Terms and Conditions of Sale

The following information is only valid for non "partner products"
"Partner Products" have their own delivery and return procedures (see details on product pages)

• Please follow the process below for returning your parcel to us.
  
  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
  You'll receive an email with a link that you can click on to print out your shipping label.
  
  Step 3: Drop your parcel off at Yodel
  Drop your parcel off at any Yodel drop off point near your address.
  
  We recommend you obtain proof of postage.
  

It can take up to 5 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and completed.

We’ll send you an email as soon as we’ve completed your return, letting you know whether a refund or exchange has been processed. This is usually done within 1-2 working days of receiving your return into our warehouse.

Any refund will automatically be issued to the payment method you used to place your original order. This typically takes 3-5 working days, depending on your payment method issuer.

A partner product is an item sold by a professional merchant via Spartoo. 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.

Payment

You can pay by debit/credit card or PayPal. All payments are secure and fully managed by Spartoo. Should you purchase a Partner Product 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 set their own delivery charges and choose wether or not to offer a free return.

The partner is required to ship the order that you placed on Spartoo within 48 hours.

Once your order has been despatched, you will receive an email with your tracking information.

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 under "My Returns".

Depending on the seller's return policy, the return is either free or at your own charge. The seller's delivery and returns policies are shown on the product page. If the return is at your charge, you will receive an email with the returns address, and a return code to put inside your parcel. If the seller offers free returns, you will receive an email with your pre-paid return label.

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