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Ordering & Shipping

Below is all the information you'll need to order from us and return items to us - either in person to our shop, or by post.

ordering3.jpgWe have been selling animal-free footwear and non-sweatshop apparel since 2005 and have a physical 'bricks and mortar' premises in London.

Every item that you see on our website is in stock and available to buy online (subject to the occasional mistake!). You can buy from us secure in the knowledge that we can send your order out to you promptly. In addition, you are welcome to visit us in person - to try things on and ensure they're just right. The vast majority of items shown on our website are available to see and buy at our shop although some may be packed away. If there is anything in particular that you want to see in person please feel free to contact us before you visit.  

PLEASE NOTE:

- We kindly request that you try footwear on indoors with socks as we regrettably cannot accept returns once they have been worn outside. Similarly, clothes must be 'as new' and resaleable, so free from marks and odours. Please don't try them on wearing lots of make-up or go out partying in your fancy new top before realising it's not right!

- You must let us know within 14 days of receiving your delivery if you wish to return goods, otherwise we will be unable to process your return or issue a refund.

Cost of Delivery

Footwear (pairs) & Bags
UK ZONE 1 ZONE 2
1
£4 £10 £16
2
£8 £17 £26
3
£12 £22 £32
4
£16 £25 £35
5 or more
£20 £28 £38
Clothing, Wallets, Belts & Gifts
UK ZONE 1 ZONE 2
1 - 3 items £4 £10 £16
4 - 6 items £8 £17 £26
7 - 9 items £12 £22 £32
10 - 12 items £16 £25 £35
13+ items £20 £28 £38

 

FREE DELIVERY on all clothing, wallets, belts, gifts & shoecare items when ordered with footwear.

FREE EXCHANGES. When you return an item for an exchange, we won't charge you for the postage costs to send the first replacement out to you (UK only).

Shipping Zones / Countries To Which We Deliver:

UK: England, Northern Ireland, Scotland, Wales,

ZONE 1: Belgium, Denmark, France, Germany, Ireland, Netherlands

ZONE 2: Finland, Italy, Spain, Sweden, Switzerland

For all other destinations, please contact us before ordering

Cost of Products

The prices of the products on our website are shown in GBP and are inclusive of VAT.

For orders made from (and delivered) outside the EU, please contact us. UK VAT (20%) on these orders will be deducted, although you may incur duty and VAT (or your local equivalent) on entry into your country. Please refer to your country's applicable import/customs regulations for more information. 

Currency Conversion

You are able to view the cost of products in GBP, EURO and USD but the prices in EURO and USD are only indicative, and are not binding. Your bank or credit card company will charge your account the GBP value of your order, minus their charges, and they will perform any necessary currency conversions according to their policies. Please contact them for further information.

Product Availability

Whilst we work hard to ensure our website is always accurate, errors may occur and sometimes we might not be able to fulfil your order.

Please note that sometimes colours and styles may vary slightly from the pictures shown.

If there is an item on our 'site that you would like to order but we don't have your size, please feel free to contact us and we can let you know when we get it back in stock.

Payment

We accept credit & debit card payments through our online shop via Worldpay's secure online ordering system. If you'd prefer to order over the 'phone, call us on 0203 620 2361 during our shop opening hours.

The following credit and debit cards are accepted: Visa Electron, Visa Delta, Maestro, Visa, Mastercard and American Express.

All orders are to be paid in UK pounds (GBP/Pounds Sterling). Orders will be converted to the currency of our bank or credit card account.

The address and phone number you provide must be the same as those your credit card company has on file.

Store Credit

Store credit cannot be redeemed for cash. A store credit, including any portion thereof, can only be redeemed within 3 months of its issue date, after which it expires. It can only be used by the holder of the store credit, being the person whose account is credited with that store credit. The holder cannot transfer or assign the credit.

Promotional and Discount Codes

We may from time to time offer promotional discount codes which may be applied to purchases made though this Website. The conditions of use relating to any discount code will be specified at the time of issue. Unless otherwise stated:

• Only one promotional code can be used per person, per order

• Maximum order limit of £400 per order

• Regrettably, a promotional code can't be used after an order has been placed, nor can it be used in person at our shop premises

Delivery Time

With our standard delivery service, we aim to send orders out within 2 working days of the order being placed. Once the item has been posted, the approximate delivery times are as follows:

UK orders: 2-3 working days

European orders: 4-6 working days

Worldwide: within 9 working days

Working Days are as per our opening times.

International Delivery

Your domestic delivery company will require a signature at the delivery address, although this will not necessarily need to be the addressee. If no-one is available to sign for your order, it will be retained by the postal service for a subsequent delivery attempt, or for collection by you. You will need to rearrange the delivery or collect the parcel.

For orders made outside the EU, you may incur duty and VAT (or your local equivalent) on your order. Please refer to your country's applicable import/customs regulations for more information.

Order Cancellation

If your order has not left our premises, we can easily cancel it, so please contact us immediately on 0203 620 2361 during our shop open times.

Everything we send out is using a 'signed for' service, so when your order is signed for, that will be the start of the 14 day period in which you need to tell us of your intention to return the goods. This 14 day period is the time you have to inform us of your intention to return your goods. You then have a further 14 days to actually send the goods back.

If Your Parcel Hasn't Been Delivered

We aim to deliver your order in good time, but if you haven't received your order within the timescales shown in the 'Delivery Time' section, please contact us. Please remember to include your order number.

If no-one is able to receive your delivery on the first attempt, it will be retained by the delivery company for a subsequent delivery attempt, or for collection by you. The company SHOULD leave you a card telling you that they tried to deliver, and providing details for you to arrange re-delivery. it is your responsibility to rearrange delivery or collect your parcel.

If you haven't received your parcel or notification that your parcel has been delivered within the timescales shown above, then please contact us.

If an item has not been successfully delivered or collected within 21 days (although this can vary slightly), your parcel will be returned to us. If that happens, unfortunately you will have to pay an additional charge for re-delivery.

Lost Items

If we're unable to locate your parcel we will send you a ‘Missing Parcel Claim Form’ to sign and return, which will act as a declaration of your claim.

We will then happily send out a replacement order (subject to stock).

Where we are unable to issue a replacement or an alternative item that you feel is suitable, we will offer a credit-note or a full refund (including the postage price) to the credit/debit card used for your purchase.

Damaged Items

When your order is delivered, please inspect the package for any damage that may have occurred during shipment.

The package will suffer some normal wear and tear in transit (such as scuffs and marks), but should not be punctured or have any sizeable gaps in the outer packaging.

If the packaging is punctured, or has any gaps in the outer wrapping or parcel tape large enough to allow access to the items inside or for the items to fall out, please:

  • Do not refuse delivery
  • Write "damaged" when you sign to say that you have received the goods
  • Keep the damaged packaging and items in case they need to be inspected

Once you have opened your package, if there are any problems with your delivery, or any questions or queries, please:

  • Contact us promptly
  • Include your order number to help us locate your details and remedy the problem for you as quickly as possible

When Can I Return An Item?

Where an item isn't quite right, for whatever reason, you can just send it back to us within 14 days for a refund or an exchange.

If goods are faulty then you are entitled to return them for a repair, refund or an exchange (subject to availability).

Condition of Goods

The returned goods must be received by us in perfect saleable condition - unworn (other than trying them on indoors, at home), unmarked and odourless.

Please note that once you've worn footwear outside of your house, under no circumstances can we take them back unless they are faulty.

You should include all original packaging and labelling. Please do not post shoes back without an outer wrapping or box. The shoe box must be in saleable condition and not have shipping labels or tape attached.

We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

Exchanges

Where you have requested to exchange an item that you have bought for a different size, we will contact you by email to confirm that we are able to issue an exchange, and inform you when you can expect your replacement items.

We will dispatch your first exchange delivery to you free of charge in the UK. Overseas customers will have to pay the postage costs for the replacement item. Subsequent exchanges will incur delivery at our normal rate.

How To Return Your Goods

1. Log into your account, then go to My Account.

2. Go to 'Completed Orders', then click 'Return Item(s)' next to their item.

3. Fill out the following items on the return request:

  • Quantity to return
  • Return reason
  • Return action optional
  • Comments optional

 4. Click Submit Return Request.

You must also FULLY complete the 'Returns' form that came with your goods, and include the form with the goods that you send back to us. If you do not have a form, please contact us for another one. Please note that incomplete forms will delay your refund or exchange.

Please note, if a product is faulty or damaged, you must wait until we give you a "Returns Authorisation Number" which should then be included on the returns form. 

If returning goods from outside the EU, you must fill out a customs declaration form, and affix this to the outside of the box. You should state on the form that the goods are a returned/unwanted item. If you do not do this, the goods may incur Duty, VAT, handling and/or other charges for which you will be responsible. If necessary, we will deduct any charges from the amount you are credited.

You are responsible for all costs for returning unwanted goods to us, including postage and any related charges (such as VAT and Duty). We suggest that you get 'proof of posting' or insurance so that you are able to follow up with your delivery company should the goods not be delivered. Regrettably, we cannot be held responsible for goods lost in transit.

You can of course return your goods to us in person at our shop. If you do this, please still bring along your fully completed form, with your Returns Authorisation Number.

For faulty goods, we will refund the cost you were originally charged for delivery from us to you. We will email you a label to print out and attach to your goods to send them back to us.

Refunds

Where you have requested a refund and we have agreed to do so, we will refund the full value that you paid us for the goods you return, including the cost of postage you were charged by us to deliver the goods to you. We will 'pro-rata' the postage amount refunded where only part of your order is returned.

Please note that a deduction may be made from the amount you are credited for your refunded purchases if the value of the goods has been reduced as a result of you handling the goods more than was necessary (i.e. causing damage or wear to the goods or packaging). As such, please take extra care when trying on clothing and footwear. Please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark.

You should get a refund within 7 days of returning the goods to us. The refund will be made to the same card or account used to purchase the goods.

As you are responsible for the cost of any duty, VAT or other charges associated with the original delivery of goods from us to you, regrettably we cannot refund these costs. As you are also responsible for all costs associated with the return of goods from you to us, except where the goods are faulty, regrettably we cannot refund your return postage costs.

Errors

If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.

If in any doubt, just contact us!

 

Know your rights!

UK law changed in June 2014. The new "Consumer Contracts Regulations" apply to items bought online. These are your rights - not a goodwill gesture from retailers.

Here's a link to the "Which?" consumer rights page:

http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

Summary of the UK's "Consumer Contracts Regulations":

  • You have to be given information about the seller, including their geographical address and phone number. (This is so you know exactly who it is that you are dealing with, and where they are based.)
  • Your right to change your mind and cancel an order starts the moment you place your order and ends 14 days from the day you receive it.
  • This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.
  • You should get a refund within 14 days.
  • A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary (i.e. causing damage or wear).
  • The trader (in this case The Third Estate) has to refund their basic delivery cost of getting the goods to you in the first place, but if you opted for enhanced service eg guaranteed next day, the trader only has to refund the basic cost
  • Unless the trader (us again) agreed to pay the return costs, you must do so. However, this is reliant upon the trader making this clear.
  • If you receive faulty goods and wish to return them, The Consumer Contracts Regulations are in addition to your other legal rights.
  • So, if your goods are faulty and don’t do what they're supposed to, or don’t match the description given, you have the same consumer rights under the 'Sale of Goods Act' as you have when buying in a shop.
  • Any terms and conditions that say you must cover the cost of returning an item wouldn’t apply where the goods being returned are faulty.