Shipping and Returns
Mary Shoes Ltd offers delivery to the UK, USA, and Canada.
All deliveries are subject to stock availability and authorization of your payment.
We can only deliver your order to an address of your choice. Once a transaction has been successfully processed, delivery times are as follows:
UK Standard Tracked Delivery: 3 working days - £4.85
UK Next Working Day Delivery: 1 working day - £7.60
FREE Standard Delivery for ALL UK orders over £50.00. Please allow 24h for your order to be processed.
USA/Canada Express Tracked Delivery: 2 - 3 working days - from £20.00 (based on vol. weight)
DELIVERY to Europe - SUSPENDED.
Due to various Brexit disturbances, increased delivery times, and charges to our customers, Mary Shoes is suspending ALL Europe deliveries until further notice. We apologise for the inconvenience.
INTERNATIONAL DELIVERY:
Deliveries to the USA & CANADA are calculated based on a number of factors, including the number of purchased items, the weight of the items, and the postal code of the destination country. Customs charges for delivery to various countries may also apply. Please note that the consignee/recipient is responsible for these charges. Most items arrive within 5 business days after receipt of your order. A shipping timeline specific to your destination can be viewed as part of the checkout process. Shipping windows are estimates and delivery dates cannot be guaranteed but we will always do our very best so you can receive the order as soon as possible.
Once you have placed your order, please allow at least 24 hours for your order to be processed
(this may be longer on weekends and public holidays).
NOTE: We cannot offer free shipping or free returns on international orders. Also, we cannot offer exchanges for orders returned to us by post. If you want to exchange an item, please return the item and re-order it again in the size or colour desired. You can exchange an item free of charge in our London store.
In the unlikely event that you receive the wrong order, please contact us as soon as possible so we can arrange for the item(s) to be collected and the correct one(s) to be dispatched to you.
If you have any questions about the delivery of your order, please call our customer care team on 0207 392 8898.
IN-STORE COLLECTION:
For items ordered for collection in-store, there is no delivery charge. Delivery to the store will be within 1 working day. You will receive an email that your order has arrived, and it will be held at the store for 5 working days for your collection. After this time, the shoes will cease to be reserved for you and will return to general store stock.
Please allow at least 1 working day for your transaction to be processed. Working days are considered to be Monday to Friday. If you wish items to be sent to multiple addresses, please place separate orders for each address. We are unable to deliver to PO Box addresses and freight forwarding addresses.
RETURN POLICY
We make every effort to ensure that your order is carefully despatched to you, and we hope that you're happy with your purchase. However, you can return any unwanted items within 7 working days from the day you have received them. To do so you must inform us in writing within 7 working days from the day after receipt of your order to Mary Shoes Ltd, 16 Wentworth Street, London, E1 7TF or by email at customerservice@maryshoes.co.uk . Returning any item within 7 working days will also be taken as notice of cancellation of your order (or part of your order). Please quote your order number on all correspondence. If you contact us by telephone you will need to follow this up with confirmation to us in writing either by e-mail or post.
If you choose to return the products, then you must return the Product(s) to us at your cost and risk and we advise you to ensure the Product(s) are adequately insured during the return journey. You must ensure that you take reasonable care of the Product(s) including the original box supplied with the Product(s) if any. Please try on any footwear you have received from us indoors with socks. As set out in the “Damaged or Defective Product(s)” section, you have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
If you have not returned the Product(s) within 7 working days of cancellation or when requested by us to do so, whichever occurs first, we can collect the Product(s) from you at your cost.
For UK orders:
You can return any item for a free exchange in-store or a refund within 7 working days of purchase. Returned items must be returned to us unworn and in the original condition you received it from us and accompanied by the invoice. You should follow the procedure below:
1) Direct to Mary Shoes store
For an immediate refund or exchange, you can return the items to Mary Shoes store, (with the exception of the products specified as non-refundable), within 7 working days with a valid proof of purchase.
What to do: take your items to be returned to Mary Shoes store. You MUST have your despatch note and/or the invoice. If the item is in its original condition, we will process the refund for you.
2) Return by post
You can return your items by post.
What to do: complete and detach the returns note and enclose it, together with your returned items, inside the original packaging. Goods cannot be returned without this information.
We cannot offer exchanges for the items you return to us by post. If you want to exchange an item, please return the item to us within 7 working days for a refund and re-order it again.
For International orders:
You can return any item for a refund within 7 working days of receiving it. Returned items must be returned to us unworn and in the original condition you received it from us and accompanied by the invoice. Please email us at customerservice@maryshoes.co.uk if you need any assistance.
What to do: complete and detach the returns note and enclose it, together with your returned items, inside the original packaging. Goods cannot be returned without this information.
We cannot offer exchanges for the items you return to us by post. If you want to exchange an item, please return the item to us within 7 working days for a refund and re-order it again.
Refunds policy:
If you return a Product to us for any reason, we will examine the item and notify you of your refund via email within a reasonable period. Refunds will be processed shortly after, but the funds could take up to 21 days to return to your payment card, depending on the payment provider. When we return funds to you, we will be using the same means of payment as you used for the initial transaction.