FAQs

Q?What if I want to return my items?
A.

Please read the following.

For UK customers:

If you are not happy with your purchase and wish to return it within 14 days, please email info@tivydale.com stating your reasons, and whether you would prefer to exchange it or would like a refund. Please state the name and colour of the product, size, order number, and when you made the purchase.

Remember to include your full name and address and a daytime telephone number so we can contact you. Once we have authorised a return and exchange/refund, please re-package the item (in the original or suitable new packaging) including a copy of your original order form, and send it to us at the following address: Tivydale Ltd, Red 04, The Sharp Project, Thorp Road, Manchester, M40 5BJ.

Please write your own/sender’s address on the outside of the parcel, and send it via the Post Office’s Recorded Delivery, keeping hold of your receipt as your proof of postage. Please email us again with the tracking number. Unfortunately, we cannot be responsible for items lost in transit.

Please note that items being returned must be unused, clean, and in a saleable condition. Once we have received the item in such an acceptable condition, we will process an exchange or refund, plus your postage costs, and contact you again.

For faulty items, please check your statutory rights under the Sale of Goods Act, and proceed as for unwanted items (above).

For customers outside the UK:

Please email info@tivydale.com to discuss the return of your item(s), along with your order number, date of purchase, etc. If a return is authorised by us, we would require you to pay for the return of your item(s) and we will cover the cost of sending out a replacement (if that is your wish). If you want a refund without a replacement, we will only reimburse you for the cost of the item(s) and not your postage.

Any item being returned must be in a suitable condition and packaged correctly as per the details for UK customers (above). If you are returning your item(s) from outside the UK, please keep a receipt of your postage method in case of any dispute. Thank you.

 

If you have any queries which are not answered here or elsewhere on our website, please contact us by any of these methods:

Email: info@tivydale.com
Tel: +44 (0)161 205 2306
Twitter: @TivydaleUK
Facebook: facebook.com/TivydaleUK

 

Post:
Tivydale Ltd
Red 04, The Sharp Project
Thorp Road
Manchester
M40 5BJ

Q?Can I change my order before dispatch?
A.

If you change your mind about your order and we have not yet emailed you to say your items have been dispatched, please either call 0161 205 2306 or email info@tivydale.com to say what alterations you wish to make to your order. We will try to accommodate your changes.

Q?When will I receive my goods?
A.

With the free standard UK delivery via Royal Mail, you should receive your goods within a couple of working days. This is not guaranteed, however, and may vary at different times of the year, depending on the volume of items being dispatched. If you do not receive your item(s) within 5 working days, please email info@tivydale.com with your name and order number and order date so we can make enquiries with Royal Mail.

For Royal Mail Special Deliveries to the UK, upon receipt of payment we will aim to send your item(s) within one working day and we email to say your items have been dispatched; you should receive your order the next working day. You will be able to track your order via Royal Mail with the tracking number we give you.

For European/worldwide customers choosing Royal Mail International Standard, delivery may be subject to any difficulties once your items have left the UK. If you do not receive your items within 10 working days, please email info@tivydale.com with your name and order number and order date so we can make enquiries with Royal Mail.

For European/worldwide customers choosing Royal Mail International Signed For, delivery should take 3-7 working days, depending on the location and upon particular customs/postage requirements in the receiving country. You will be able to track the progress of your goods with the tracking number we give you, but if you have not received your goods within 7 working days, please email info@tivydale.com with your name, order number and order date, plus tracking number, and we will make enquiries with Royal Mail.

Q?How do I know you have sent my goods?
A.

For Special Delivery and International Signed For, if you have ordered before 2pm, your item(s) will be dispatched the same day and we will email you to give you your tracking number.

For Standard 1st Class and International Standard deliveries, we anticipate that your item(s) will be dispatched within one working day of you placing your order.

Q?What are the shoes, boots and sandals made from?
A.

Every part of our range is made from synthetic or natural non-animal-based fabrics. These include polyurethane, microfibre, PVC, cotton and other man-made fabrics. As there is no leather, suede, animal glue or any other animal product in our range, our footwear is suitable for vegetarians and vegans. Of course, our designs have been created to appeal to any young woman, whether vegetarian/vegan or not.

Q?Will these materials allow my feet to breathe?
A.

Yes. The production of materials such as microfibre and polyurethane have been developed to offer many of the qualities of leather/suede including breathability, durability, elasticity, water-resistance and strength. The visual qualities of such products have also improved greatly in recent years so that they look like leather/suede/snakeskin, etc, but without the loss of life to any animal. Other prints and treatments can also be added to these materials to offer a wide range of visual styles.

Q?What sizes do you offer?
A.

Our sizes have been made to European standards. The conversion guide to UK sizes  and those of the USA and Australia, are as follows:

Europe 36 37 38 39 40 41
UK 4 5 6 7
USA 6 9
Australia 5 6 7 8
Q?Do I have to set up an account with you?
A.

No, the option is there for you at the checkout process, but there is no obligation. Registering with us however, will allow you to look back over previous orders, and gives us a greater scope to see who our clients are and what kind of preferences they have.

Q?Do you have a shop where I can try on the shoes?
A.

At present, we do not have a shop, but we are looking into supplying our range to retail outlets. We will make announcements via Twitter, Facebook and our website, if our footwear is to be sold in any stores.

Q?Do you offer discounts?
A.

We do periodically offer discounts, these will be highlighted on our website through sale options or promo code which can be used at the checkout.

Q?What forms of payment do you accept?
A.

We use WorldPay’s secure payment system which accepts the major debit and credit cards, including Visa, Visa Debit, Visa Electron, Mastercard, Maestro. This list may be added to or altered at any time. We also accept payment through PayPal. Payment options will be indicated at the checkout.

Q?What are your delivery charges?
A.

We offer free postage and packing on standard delivery for items sent to UK addresses. As shown on our Delivery & Returns section, additional delivery options are as follows:

UK

Royal Mail Special Delivery (signature upon delivery, tracking number, next working delivery if ordered by 2pm)

  • Shoes/Sandals £3.50
  • Ankle boots £3.50
  • Knee-high boots £6

(For additional items with Special Delivery, add £3 for shoes/sandals/ankle boots, and £5 for knee-high boots)

 

EUROPE

Royal Mail International Standard – all items £9

Royal Mail International Signed For (signature upon delivery) – all items £15

(For additional items, there will be a further charge of £5 for International Standard, and £6 for International Signed For)

 

REST OF THE WORLD

Royal Mail International Standard – all items £15

Royal Mail International Signed For – all items £20

(For additional items, there will be a further charge of £6 for International Standard, and £7 for International Signed For)