Shipping, Import Taxes, Returns & Exchanges

DELIVERY INFORMATION

We use Royal Mail 48 Hour Tracked service for all our UK deliveries but please note this can sometimes take longer than 48 hours. If your package has not arrived in timely fashion please contact us to track the parcel.

LAST POSTING DATES FOR CHRISTMAS

Europe International Tracked 6th December

UK 48-hour tracked Friday 20th December

UK 24-hour tracked or Special Delivery (guaranteed). Please call us to arrange this. Saturday 21st December

Tel: 01307 819488  [email protected]

Royal Mail is generally very reliable, but occasionally there are random packages which take longer than usual. We cannot be held responsible for postal delays, this is beyond our control. 

Please provide us with any useful additional delivery information on your order such as 'leave in porch' or where to leave the package if you are out. If your shoes are urgent please tell us and we will send them out 24-Tracked.

EU International Tracked £15

Rest of World International Tracked £25

Express /overnight UK delivery can be arranged by calling the office on Tel: 01307 819488. There is not an option to select Express Delivery online, please call us to organise. This service requires a signature and it is the customer's responsibility to ensure arrangements are in place to receive the package. The cost is by weight but is generally around £10.

RETURNS

We will extend the returns window for Christmas.

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. This also applies to Sale items.

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 a small business and regret we are not able to offer free shipping or returns. However we will post out exchange items free of charge.

We try to be as flexible as is reasonably possible over returns, 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.

CUSTOMS DUTIES

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!