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1. When will my order arrive?
Check the status of your order here - Where we have processed an order we proved an estimated delivery date.
You should receive a 'completed' email when your order has been picked and processed. We aim to despatch all orders placed before 2pm Monday to Friday on the same day. Orders placed late Friday or over the weekend will be collected on the Monday. The delivery time will depend on the type of delivery you selected:
Royal Mail 1st Class Delivery: we normally expect first class mail to be delivered within 1-3 days. This is not a guaranteed service though and may very occasionally take up to 7 days. As such we ask that you wait 10 working days before contacting us regarding undelivered orders.
Next Working Day: all next day orders placed before 2pm Monday-Thursday are guaranteed to arrive the next day by 1pm. Next day orders placed on Fridays are guaranteed to arrive by 1pm Monday but may arrive on the Saturday. Next Day orders placed late Friday or over the weekend are guaranteed to arrive on the Tuesday. Please select a delivery address where someone will be available to sign for the package.
2. How do I return my goods for a refund or exchange?
On the reverse of the invoice (attached to the front of your order) you will find a returns/exchanges slip. Please fill in the slip with details of the goods you are returning and reason (e.g. dissatisfied with item/faulty item/wrong item ordered/wrong item sent).
Package up the goods along with the slip and post them back to us. We recommend you obtain a proof of postage certificate from the post office, so that we can complete your request in the event of items being lost in transit. You should keep this certificate until you have received your refund or replacement.
Once we have received the goods we will process your exchange or refund the appropriate amount to your card.
3. What is the returns policy?
You have the right to return any unused items in a re-saleable condition (unworn in original packaging with tags attached) for a refund or exchange within 28 days (Christmas gifts purchased during December may be returned up until the end of January). Tights and underwear must be returned in original unopened packaging.
4. I have placed my order but not received a confirmation email
When you place an order you will be sent an automated confirmation email directly to the email address supplied in your order. Please check your junk email inbox as emails from unknown senders are often treated as spam. If you cannot find the confirmation email please contact us and we will verify that your order has registered on the system.
5. Where do I find my invoice?
You will find your invoice in the Documents Enclosed envelope on the front of the package. It is the folded paper with your delivery address on. This is not a VAT invoice so please contact us if you require one of these with your order.
6. I think you've sent me the wrong shoe size
The size on the box may be the American or European size of the shoes rather than the UK size. Different manufacturers use different conversions so it is best to try the shoes on to check for fit.
Some shoes may have a UK size printed on the tongue label that is different to the size you ordered. This is because the manufacturerÕs conversion between US and UK sizes is incorrect, so we have supplied you with the shoes that we know most accurately reflects the UK size ordered. However, we will gladly exchange shoes when they don't fit.
7. What should I do if the items enclosed do not match my order?
All orders are double checked but on the rare occasion we may make a mistake with your order. Please contact us for a freepost label to post the goods back to us and we will send out the correct item for you as soon as possible. You will need to fill in the returns/exchanges slip on the reverse of your invoice and include it in the package.
8. Will I be charged for postage again if I need to exchange an item?
No, we post out all exchanges for free so there's no need to worry about paying extra to try a different size! We do, however, ask that you pay for the postage to return items to us.
If you exchange an item for another that attracts higher postage rates, you will be charged the difference. You will receive an email to let you know how much extra will be charged. For example, if the item you have returned was £36.95 (current postage rate: £3.50) and you wish to exchange it for an item costing £47.95 (current postage rate: £4.95), we would charge your card an extra £11.00 for the difference in price, plus an extra £1.45 to cover the extra postage costs.
9. How do I pay for goods if I want to exchange my original item for a more expensive item?
If you wish to exchange your item for a more expensive item we will charge the difference to your card, so there is no need for you to send extra payment. You will receive an email to let you know how much extra has been taken from your card. For example, if the item you have returned was £47.95 and you wish to exchange it for an item costing £54.95, we would charge your card an extra £7.00.
10. How will you refund me if I want to exchange my original item for a cheaper item?
If you wish to exchange your item for a cheaper item we will refund the difference to your card. You will receive an email to let you know how much extra will be credited to your card. For example, if the item you have returned was £54.95 and you wish to exchange it for an item costing £47.95, we would refund your card £7.00.
11. I want to exchange the item I ordered. Can you send out the item I need before I've sent back the original item I ordered?
Unfortunately we are unable to post out additional goods without payment, so we would have to wait until your original item had arrived before sending out another item. If you need it urgently we recommend that you place a separate order and post the original item back for a refund instead of an exchange.
12. Are my credit card details safe?
Your credit card details are very safe. All orders go via our secure online system, and transaction details are only stored by out payment provider Protx - a worldwide renowned online payment service.
13. I have ordered several items but you have only sent me some of them. Are you going to charge me more postage for the remaining items?
No, we will only charge the postage that was originally quoted. For example, if you ordered two items for a total of £35, postage will be charged at £3.50 even if we send your order in two separate packages. You should also receive an email quoting delivery time for the out of stock item(s).
14. What does my order status mean?
You can check your order status here
Here is a summary of the different order status's your order can hold:
Pending: Your order has been received on our system and is waiting to be processed.
Completed: Your order has been picked and processed and is ready to be collected by Royal Mail. We aim to despatch all orders placed before 2pm Monday to Friday on the same day. Orders placed late Friday or over the weekend will be collected on Monday.
Partially Completed (Items on Backorder): If part of your order is out of stock we may occasionally send part of the order to you first and then send the remaining items when they arrive in stock. Normally we will quote an expected delivery time for the remaining items. We will not charge more postage than is originally quoted on your order.
Holding for stock (customer informed): Your order is out of stock, we will hold your order and send it out when the item(s) are available. Please contact us if you wish to alter or cancel the item.
Size Exchange used: We have exchanged an item(s) from your original order. No extra postage is charged for your first exchange, but an additional postage fee will be charged for subsequent exchanges.
Items refunded: We have refunded items that have been returned to us. Your card has been credited accordingly.
Other: If you received an email with this status there should be some accompanying text to explain whatÕs going on!
Cancelled: This means that your order has been cancelled.
15. What size should I order?
For all dance shoes and items of dancewear on our site please order your normal UK size. If the item is manufactured by a non-UK supplier we will use our own sizing conversion to select the appropriate size as specified on your order.
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