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FAQ : Your questions, our answers

How to place an order?

There are various ways to search for an item on Spartoo:
  • Type a product description into the search box: colour, size, price etc... refine your search using the filters to view all our online stock, which is updated regularly.
  • Search by style or brand:
    - Browse our styles using the department tabs or the search box: discover brands that match your personality and personal style.
    - Select your favourite brand and discover their latest collection.
  • Top 5 sales:
    See the top 5 sales on Spartoo or each style and brand.
Once you've chosen your item, select the size you need in the drop down menu on the product page. Click on "Add to shopping bag" to add the item to your shopping bag. Once you have finished shopping, click on "Pay Securely Now". 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 a Customer 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.

The order has now been registered. You will see a page showing your order and payment details.

We send a confirmation email to you as soon as your order is placed – this should arrive within a few minutes.
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Has my order been registered?

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.
Did you find the answer to your question?

Can I cancel or amend my order?

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.
If your order status is 'Awaiting Preparation', you can change your delivery address, the size of your product or cancel your order.
If your order status is 'Preparation in Progress', 'Order in Transit' or 'Order Shipped', no modifications can be made.
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How much does delivery cost and how long does it take?

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 can not be held responsible for any delay in delivery.

Spartoo offers 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.

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.

Products despatched from our UK warehouse

Hermes Standard delivery
Mainland: 2-4 working days
Northern Ireland: 3-5 working days
Cost of delivery: free

Hermes Express delivery
Delivery time: 1-2 working days for all orders registered before 12 pm, depending on the delivery postcode. The delivery time will be indicated on the payment page.
Delivery cost: £3.99

Products despatched from our French warehouse

UPS Standard delivery
Mainland: 3-5 working days
Northern Ireland: 4-6 working days
Delivery cost: £4.99 per order

UPS Express delivery
Delivery time: 1 to 3 working days for all orders registered before 1 pm., depending on the delivery postcode. The delivery time will be indicated on the payment page.
Delivery Cost: £12.99

Please note: from 1 January 2021, all orders dispatched from our warehouse in France above £135 in value will be subject to Customs Duty at delivery.

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


Did you find the answer to your question?

Can I ship to an alternative address?

You can choose to get your order delivered to an address other than your billing address. Just enter this address during the checkout process.

If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organisation in the address field, as well as the contact name to ensure your parcel is successfully delivered.

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).
Did you find the answer to your question?

Can I track the delivery of my order?

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.
Did you find the answer to your question?

What if my order does not arrive?

You can use the tracking number to view up-to-date tracking on your order.

We ask if you could patiently wait up to 5 days after the estimated delivery date to receive your parcel in case of a delay. We will do our best to get your parcel to you as fast as we can.

If you have still not received your order after this time, please contact us stating your order number and we will look into this for you.
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Where do you deliver to?

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.
Did you find the answer to your question?

Why do I need a Spartoo customer account?

  • Your Spartoo.co.uk customer account provides us with the necessary information to process your orders. Modify your personal data from your account or request to remove them by sending an email to dpo@spartoo.co.uk
  • On your Spartoo account you can:
    View and edit your information
    View and edit your delivery addresses
    Change your password
    Manage your newsletter subscriptions
    Sponsor your friends
    See your gift vouchers
  • You can change your details at any time using ‘My Account’ which is in the top right hand corner of the page. Once you’re logged in you can change your details, addresses, password and manage your newsletter subscriptions.
  • Get involved with Spartoo.co.uk: sponsor your friends, read customer feedback, leave product reviews, etc...
Did you find the answer to your question?

How do I register for My Account?

To create an account, click on 'My Account’ in the top right hand corner of the page. Then follow the procedure by filling out the form in the “New Customer, Create your account” space. If you encounter any difficulties do not hesitate to contact our customer service who will answer you as soon as possible. Alternatively, we’ll offer you the option to create an account as part of the checkout process when you shop with us online.

It's worth checking your account every once in a while just to make sure we have the right details for you.

Any changes you make to your account will not affect the details of any orders you’ve already placed.

If you would like to delete your customer account, we would invite you to login on the website and click on MY ACCOUNT on the left-had side of the page, then DELETE MY ACCOUNT. You will then be asked to enter your password and click on DELETE MY ACCOUNT.
Did you find the answer to your question?

Forgotten your password?

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!
Did you find the answer to your question?

Need to contact us?

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.
Did you find the answer to your question?

How do I sponsor a friend?

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 £50 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.
Did you find the answer to your question?

Loyalty programme

Spartoo has a loyalty points programme. Customers earn points for their purchases, which can later be exchanged for gift vouchers which give money off future orders. Your loyalty points are valid for 12 months.

For every pound you spend at Spartoo, you will be awarded 2 points. Each point is worth 1p. The number of points earned for each product is shown on the product page.

Points will be added to your total 30 days after your order was placed, so we can leave plenty of time for you to return items if you want to. Once 30 days have passed, points for the items you’ve kept will be added to your balance automatically. You can see your balance by clicking on 'My Account’ in the top right hand corner of the page. Your loyalty points are valid 12 months.

You will earn points on shoes, clothing, bags and accessories. The only exclusion to earning points are delivery charges.

Once your balance reaches 500 points, you'll be able to exchange those points for a gift voucher – £5 for every 500 points - which you can use against your next order. You can also save up your points.
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What is 'My Favourites'?

If you've added something to your shopping bag, it will be reserved for 2 hours. After 2 hours it will be removed so other customers can buy it.

You're able to 'save' items for later in your 'My Favourites' list. So if you're browsing the website and aren't ready to buy anything straight away, you can 'save' the item in your Favourites list ready for when you want to buy - and you can keep tabs on your must have items in the meantime.

Once an item is added to your Favourites list, you'll be able to see if an item has reduced in price since adding it to your Favourites list, or if the item is out of stock in your chosen size. The item will be removed from your Favourites list if it is completely out of stock.

The 'Add to favourites' button is on each product page underneath the 'Add to shopping bag' button. To view your saved items list, just click 'My Favourites at the top right hand side on any page of the website.

Please note, saving an item for later does not reserve the item for you - items placed in your saved items list can still be bought by other customers. Items can only be reserved for you for 2 hours, once they're added to your shopping bag.
Did you find the answer to your question?

Premium Service

SPARTOO.CO.UK offers you a subscription service called Spartoo Premium.
The Premium Service is a subscribed service for a period of 12 months which costs £14.99 at registration. If you wish to continue to enjoy the benefits of this subscription after 12 months, you may renew the subscription by ordering the service on the website for an additional 12 months for a total of £14.99.
The Premium Service advantages do not apply to partner products, displayed with the icon "Partner Product".

The benefits of the Premium Service are:

  • United Kingdom

- 10% immediate discount on all full price items (not valid during the Summer and Winter sales periods)
- 5% extra discount on all sale items during the Summer and Winter sales periods (specific dates apply)
- Payment in 3 instalments at no extra charge
- Free Express delivery on orders registered before 12 pm
- Exclusive offers: additional price reductions during Premium days reserved for our Premium customers

  • Conditions for the application of price reductions:

- Conditions for the application of 10% price reduction: this price reduction cannot be combined with other discounts and does not apply to brands excluded from our promotions (see conditions of current offers). - Conditions for the application of 5% price reduction: this reduction can be combined with the promotion indicated on the site during sales. It cannot be combined with promotions other than the price reduction indicated on the site during sales.

Did you find the answer to your question?

How can I find out more information about a product?

We try to give you as much useful info as we can about all our products, including a detailed description and photos. We also have a 3D image available for some products.

There is a description box on each product page just below the product photo where you can find details on the material. There is also a link to our size guide on each product page.

If you can't find the information you need about a product, please don't hesitate to contact us and we'll try our best to help you.
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Stock availability

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?
  • Did you find the answer to your question?

    Tell me more about Spartoo

    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!
    Did you find the answer to your question?

    How can I pay for my order?

    You can use any of the payment types listed below to pay for your order:
    • Debit/credit card
    • Payment in 3 instalments
    • Paypal
    • Klarna
    • 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.
    Did you find the answer to your question?

    Is it safe to order online?

    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.
    Did you find the answer to your question?

    How do I use my Spartoo.co.uk credit note or gift voucher?

    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.
    Did you find the answer to your question?

    How do I use a promotional code?

    Once you've reached the payment stage, enter your promotional code into the 'Promotional Code' box, enter the code exactly as it was given to you, without any spaces and click 'OK'. If the code is valid, your discount will be applied! You'll be able to check this underneath the items as the discount value will have been removed and the price amended.

    If you find that your promotional code isn’t working then please check the below:
  • You can only use one discount/promotional code per order.
  • As our discount/promotional codes vary, so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website.
  • You can also check out our general terms and conditions regarding promotional codes by looking at the "Conditions of our current promotional offers".
  • Some codes will only work for specific people. If you’ve received the code in an email from Spartoo then the code may also be locked to that email address. Make sure you’re trying to use the code using your Spartoo account that has the same email address as we sent the code to.
  • Did you find the answer to your question?

    Did you find the answer to your question?

    Do prices on the website include VAT?

    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.
    Did you find the answer to your question?

    What is the returns policy?

    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.
    Did you find the answer to your question?

    How do I return an item?

    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 Collect+
    Drop your parcel off at any Collect+ drop off point near your address.

    We recommend you obtain proof of postage.
    Did you find the answer to your question?

    Whats happening with my return?

    Need to return an item? It's quick, simple and free!

    Login to your customer account and complete a return request

    Print out your pre-paid returns label

    Prepare your returns parcel and stick on your pre-paid label

    Drop your parcel off at a Collect+ point.

    Based on your choice, we will process your exchange or refund!

    *Return procedure valid for the United Kingdom only. For other countries, please refer to your Terms & Conditions.
    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.


    Did you find the answer to your question?

    What is a partner product?

    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.
    Did you find the answer to your question?

    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. 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.

    Did you find the answer to your question?

    How does the delivery of a partner product work?

    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.
    Did you find the answer to your question?

    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 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.
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