Shipping, Import Taxes, Returns & Exchanges
We use Royal Mail second class 'signed for' service for all our deliveries. This generally takes 3 to 5 days. If your package has not arrived in timely fashion please contact us to track the parcel. Tel: 01307 819488. Due to recent and ongoing industrial action at Royal Mail deliveries are currently a little inconsistent, with some taking longer than usual. Please provide us with any useful additional information on your order such as 'leave in porch' or where to leave the package if you are out.
UK standard signed for delivery £5.95
EU International Tracked £15
Rest of World International Tracked £25
Express /overnight delivery can be arranged by calling the office on Tel: 01307 819488. There is not an option to select Express Delivery online, please just call us.
No quibble, no reason to hesitate! If you do not look and feel fabulous in your Mandarina Shoes or Boots you can return them to us for a full refund or exchange, providing they are unused and in re-saleable condition.
Goods must be returned to us within 30 days for a refund, after that a credit note will be issued. If the shoes are a Christmas or birthday gift, or you are an overseas customer, we do understand that this process may take a little longer.
We regret we are not able to offer free shipping or returns. However we will post out exchange items free of charge.
We are currently operating an extended returns policy due to ongoing industrial action with Royal Mail. We will be as flexible as is reasonably possible, however no items can be refunded until returned.
IMPORTANT FOR OVERSEAS CUSTOMERS
Please ensure your package is clearly marked RETURNED GOODS in order to avoid import duty or any undue customs delays back in the UK.
If you would prefer us to despatch your items using a Courier service such as FedEx or DHL rather than ordinary airmail this is based on the specific volumetric weight of the parcel. We will be happy to obtain a quote for you - please contact us.
Import duties are completely beyond our control and are the customer's responsibility. We do try to mitigate the cost by declaring our packages at a low value. There is a random approach to duty tax amongst EU member states at present and also into the USA. Some of our packages have been intercepted for customs fees, but the majority are getting through duty free. If applied, the average import duty levied is in the region of Euros 30 / US$40 depending on the value, but it can be more or less.
A NOTE ON QUALITY:
We take every care inspecting and packaging your goods and pride ourselves on the quality of our shoes which are all individually hand-made. In the unlikely event that you should receive faulty goods, please let us know immediately by e-mail mailto:[email protected] or by calling +44 (0) 1307 819 488. We will either send out a replacement free of charge (if stock is available), or arrange for repair or refund.
Textile shoes require a multi-layered bonding process during manufacture. Inevitably there can be some residual chemical smell when the shoes are first unpacked, although we endeavour to give them sufficient airing prior to despatch. This odour will dissipate and is not harmful.
When you do try on your shoes, please wear them on a clean carpeted surface to avoid marking the soles. We will not refund returns that have been scratched or stained. Textile shoes feel rigid at first but they will, like most shoes, 'give' and soften with wear.
We cannot accept liability for any goods posted by customers which are lost or damaged in transit. It is the responsibility of the sender to ensure that any parcel is adequately insured and the correct postage paid. We recommend the Royal Mail 2nd Class 'Signed For' service for returns. Regular air mail post is sufficient for overseas returns.
Any questions - please get in touch at +44 (0) 1307 819488 or [email protected]
Our signature orange boxes are recyclable!