Frequently asked questions
Q: HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will receive an email containing your Tracking Number to track your package.
If you have a registered account, you can also check the status of your order by signing into your account and selecting 'My Account', followed by 'My Orders', clicking into your order where you can see your orders 'Item Status'
Q: WHY HAS MY ORDER BEEN SHIPPED IN 2 SEPERATE DELIVERIES?
Your order will be shipped in 2 seperate orders if you have ordered a 'Special Order 6-8 weeks' boot. Your boots are not held in stock and are being made to order.
Please note: All ‘Special Order 6-8 weeks’ boots purchased after the 13th of November will not be shipped before Christmas, please allow 8-10 weeks for delivery.
All 'In Stock' orders will be shipped within 5-7 business days.
Your order confirmation email will show the number of shipments required to fulfil your order, identified by 'Delivery 1' & 'Delivery 2' you will recieve an email containing your Tracking Number to track your package(s). If you have a registered account, you can also check the status of your order by signing into your account and selecting 'My Account', followed by 'My Orders', clicking into your order where you can see your orders 'Item Status'
Q: CAN I STILL PAY WITH CASH IN STORE?
Yes, you can still pay with cash, however we are asking customers to keep it cashless. For the time being we would prefer non-cash payment transactions.
Q: HOW WILL YOU BE KEEPING YOUR STORES COVID-19 FRIENDLY?
The health, safety and wellbeing of our staff and customers is our priority during this time. To ensure our stores are a safe as possible, we have implemented additional hygiene practice in all stores. Stores will have hand sanitiser stations as you enter, we will be increasing the frequency with which we sanitise high touch areas, counters, seating, change rooms and our boot display area. There will also be 1.5M guides in-store, to adhere with social distancing guidelines.
Q: NOW THE STORES ARE OPEN, CAN I GET MY BOOTS BACK I PUT IN FOR REPAIR?
We’re currently working through all boot repairs, however due to social distancing guidelines we aren’t running at full capacity just yet. This means you might have to wait a little longer to get your boots back. As soon as your boots are ready, our retail staff or customer service team will be in contact. You can place your Boot Repair order online in the meantime - please check cut off dates and information on the product page.
Q: NOW THE STORES ARE OPEN, WILL I BE ABLE TO COLLECT MY ‘Made To Order’ BOOTS
We’re currently working through MTO orders, however due to social distancing guidelines we aren’t running at full capacity just yet. This means there might be a delay in your boots being handcrafted, but once your boots are ready to be picked up, our store staff or customer service team will be in contact.
Q: CAN I ORDER ‘Made To Order’ BOOTS OR PUT MY BOOTS IN FOR REPAIR?
We are accepting MTO orders and boot repairs in all stores that are open. Please be aware, due to social distancing guidelines the workshop isn’t running at full capacity just it. This means that there might be a delay in receiving your MTO order or your boots in for repair back.
