WHAT UK DELIVERY OPTIONS DO YOU PROVIDE ?
We offer 3 delivery options for the UK which will show when the item is checked out and you proceed to the Paypal Payment gateway - you can click to choose any one of these options.
*Royal Mail Tracked Service - Delivery estimate of 2 - 3 working days
*Royal Mail Tracked Next Day service - Delivery estimated at 1 - 2 working days
*Royal Mail Special Delivery Guaranteed before 1PM the next working day - purchases do have to be checked out and paid for BEFORE 3.30 PM on a working day to receive the item the next day.
We do not guarantee Saturday delivery with any postal option.
WHAT OVERSEAS POSTAL OPTIONS DO YOU OFFER?
The postal cost for shipping your item to your location is provided on the item listing.
We ship to most countires in Europe as well as the USA, Canada, Australia, New Zealand, Asia, Turkey & United Arab Emirates.
For all overseas shipping we use Royal Mail Contract Airsure or Royal Mail International Signed for Services.
International deliveries please allow 3-7 days for Europe and 7-14 days for the rest of the world.
We attempt to dispatch all orders within 1 working day from when the order has been placed.
A large percentage of orders get dispatched the same day when placed on a working day.
International shipping is charged on a flat rate basis, regardless of the weight of your parcel. Rates and delivery times vary according to destination.
Rest of Europe - We deliver to the following European countries:
Austria,Azores, Bulgaria, Belgium, Corsica, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Liechtenstein, Luxembourg, Malta, Madeira, Monaco, The Netherlands, Poland, Portugal, Romania, Slovakia Republic, Slovakia,Slovenia, Spain, Spitsbergen, Sweden.
If your country is not listed above, we don't currently deliver there.
WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?
Customs or import duties are charged once the parcel reaches the destination country. These charges must be paid by the customer. Unfortunately, we have no control over these charges, customs policies and import duties vary widely from country to country so we cannot give an exact figure of the fee you will incur. You may wish to contact your local customs office for current charges before you order, so you are not surprised by charges when your parcel arrives.
DO I NEED TO SIGN ON DELIVERY?
Yes - all our orders are tracked and do have to be signed for on delivery
WILL YOU SHIP TO AN ALTERNATIVE ADDRESS OTHER THAN THE ONE ON MY EBAY OR PAYPAL ACCOUNT?
To comply with eBay and paypal buyer and seller protection policy we will only to ship to the address provided by you on your eBay and paypal account. We will not ship to an alternative address.
WHAT IF IM NOT HOME TO RECEIVE MY ORDER?
If a courier has attempted to deliver to you but you were not in, they will leave a card providing details of when they will redeliver your parcel or if you can collect it from their sorting office. In some instances they may deliver to a neighbour. If no details have been left please email customer service team with full details and we will get back to you as soon as possible within office hours.
WHAT IF MY PARCEL IS LOST? WILL I GET REIMBURSED?
If you have not received your order, we will need to raise a full investigation with our couriers which can take up to 2 weeks to confirm with them that you have not received your parcel. Once we can confirm this, we can either refund you or re-dispatch your order (stock willing).
HOW DO I RETURN AN ITEM?
If you want to return your purchase it must be in condition with our no quibbles returns policy. You must notify us by the eBay messaging system before you make a return so we can send you the returns procedure.
You must await our verification before returning an item.
We will accept items back within 28 days of purchase and must be in the same condition as received. i.e.) Unworn except tried on for fitting purposes. ( When trying on footwear please try on a carpeted surface), Returned in ALL original packaging, original tags, original box with no writing on and please do not tape the box lid down or tape anything to the box.
Please request a refund through the Resolution Centre by completing a returns request form.
We will accept the request within opening hours of Mon-Fri 9am till 4.30 pm. This will then provide our returns address. Please post back to us within 72 hours otherwise we can't accept return.
You then need to return the package to a Post Office counter. Remember to return your item using a tracked service keep the receipt as this will act as your proof of delivery. We do not issue refunds for items we have not received back. If, in the unlikely event, the item does go missing in the postal system then your proof of posting will ensure you can claim compensation for the item. We cannot help you if the item goes missing in the post and the item is your responsibility until it has been received back by us.
HOW DO I RETURN AN ITEM FROM OVERSEAS?
EU & REST OF WORLD CUSTOMERS: In order to make a return please follow our returns procedure but you will have to pay for the returns cost yourself.
Once received we will refund back to PayPal account minus postage originally paid. Please note it is customers' responsibility to get the item safely back to us and we can't reimburse the postage. We can only refund for items that have been received back to us.
International returns please note: If you are returning anything to us from outside the EU you must complete a customs declaration indicating that the package contains 'returned goods' or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty in order to receive back our products.
HOW LONG WILL IT TAKE FOR MY RETURN TO BE PROCESSED?
Returns are normally processed within 24 hours of us receiving the item back. You will be notified once your return has been processed via email. We do not refund for items not received back to us.
In the event that we do not receive your returned goods after 10 working days, we will ask you to provide the tracking number from the Post Office as proof of postage and delivery. We reserve the right to refuse a refund if you are unable to provide the tracking number for your return.
We will refund any money received from you by paypal.
HOW DO I EXCHANGE MY ITEM?
If you would like to exchange your item, we can try our best to exchange the item for you in a different size or style but we cannot guarantee we will have the item you need in stock. We only carry a certain amount in each style as fashion is changing constantly so please bear this in mind to avoid disappointment.
Any exchanges agreed are at our discretion and we cannot do an exchange if the size you now require has already been unlisted or the listing has ended and we have no more in stock. Please include the name and size of the item you wish to exchange for within the return package.
All exchanges are subject to additional postage costs to be paid by you in order to return the item back to you this will be requested through Paypal. If you need to exchange an item please DO NOT fill in a returns request form, please message us through the eBay messaging system to obtain the procedure for exchanges.
WHY HAVENT I RECEIVED MY REFUND?
Have you included our returns form and / or invoice so we know who the package is from?
If the answer is no, you haven't followed procedure we find it very difficult to process the return and this causes a delay until customer gets in touch.
I'VE SEEN A PRODUCT BUT IT SEEMS THAT IT IS NO LONGER IN STOCK?
We understand how frustrating it is when you have your heart set on a particular item and when you go to purchase you are informed that the item is out of stock, unfortunately fashion moves at a fast pace at Own The Floor and our most popular products do sell out very quickly. We add new items to the site every week so if your chosen product is no longer listed on site you may be able to find a similar item by browsing through the categories listed at the top of the homepage.
HAS MY ORDER BEEN SHIPPED OUT YET?
As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it's on its way and the status will change to dispatched on your eBay transaction. From there it should be delivered within the timescale advertised within our store.
All orders are trackable so if you would like to check the it's progress please message us and we will add the tracking to your transaction details.
CAN I COME AN COLLECT MY ORDER FROM YOUR PREMISES?
As we are online only we do not offer collection facilities.
CAN I CHANGE MY ORDER?
If you wish to change your order please contact us straight away, if the parcel has not been shipped we can change your order.
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept debit, credit card payments as well as PayPal. Please message us Via the Ebay messaging system for the procedure on how to pay by card. The ebay system does not accept card payments. All card payments have to be done directly with us.
HAVE YOU RECEIVED MY RETURN?
As soon as your return has been received by us we will process your refund via paypal.
The return status will change to closed once the return has been refunded.
WHAT CAN I DO IF THERE IS SOMETHING WRONG WITH MY ORDER?
Unfortunately mistakes can happen - we are only human :-). If there is a problem with your order please contact Rebecca in our customer service team via the eBay messaging system, we will try to rectify the mistake as quickly as possible.
I HAVE RECEIVED A FAULTY ITEM
We want all our customers to receive top quality products so if you have received a item you believe to be faulty with please message us within 7 days of receiving your order via the eBay messaging system with as many details as possible of the fault with the item. We aim to resolve any issues with faulty items as soon as we can within office hours but we need you to inform us of any faults before the product has been worn so that we can resolve the issue for you.
DO YOU HAVE A CATALOGUE?
No we dont have a catalogue. As stock can change overnight we are not able to provide an up to date and accurate catalogue.