FREQUENTLY ASKED QUESTIONS AND ANSWERS
- Select the product you would like to view
- Select the size you would like to buy
- Select “Add to basket”
- Select “Checkout”
- Enter your relevant Shipping and Billing address details (Make sure to fill in all lines under the Shipping/Billing details). Please make sure the delivery address is available between 8:00 and 17:00 during weekdays as this is the time our couriers deliver.
- Select your payment method
- Select “Proceed to Payment” and you’re good to go!
Tips
- If you create a profile on our website, you won’t need to enter all your shipping/billing details every time you order. You can also view your past and current orders.
- Please note that we cannot deliver to a P.O Box. If you would like it delivered to a PostNet service, please use the “click & collect option” upon checkout.
You will receive an email confirming your order and that your order is now processing. (Check your spam folder as they sometimes end up in there)
Your order will be shipped to you within 7-10 working days from placing your order.
You will receive an email with tracking details as soon as your order is picked up by our trusted couriers. Once picked up your order should be delivered within 2 – 4 business days, depending on where you are located.
You can reply to any mail sent to you regarding your order and our ecommerce coordinator will contact you asap. You can also select “Contact Us” in the footer of every page. We will then come back to you via email within 24 hours. Alternatively, you can contact our sales team by emailing query@boltonshoes.co.za
We try our absolute best to ship all orders within 7-10 working days from the day your order is placed and paid for. Once your order is picked up by our trusted courier, your order should be delivered to you within 2 – 4 days, depending on where you are located.
Major cities such as Johannesburg, Cape Town, Pretoria and Durban should take 2 days to be delivered once shipped, outlying areas might take a day or 2 longer. If we do run into any unexpected delays, we will contact you.
Your order is our responsibility until it is delivered to your door and you are completely satisfied with your order. We will do our absolute best to ensure that your package is delivered as soon as possible. If you are having any issues, please contact us rather than the couriers. We have direct contact with a team of couriers who will give direct guidance, so you don’t need to deal with call centres.
Please take note that we simply cannot guarantee that your parcel will be delivered at a certain time. We will co-ordinate with the courier as much as possible and try meet your time, please rather give a 2-hour delivery window. If you are nervous that you may not be at home, rather add a place of work where someone will be at all times as your delivery address.
When tracking my parcel, it says that it is delivered but I do not have it. Ok wow, we know this can be scary but do not stress. The courier will be liable if they cannot trace the parcel and redeliver it to you.
If your order is not shipped yet, you can contact us and we will assist with cancelling your order and arrange for a gift card / refund.
If an item is out of stock, it should reflect as such on our website.
Unfortunately, due to the digital nature of online shopping there is an opportunity for an order to go through for an item that is out of stock. If for whatsoever reason the item you ordered is out of stock, our sales team will immediately notify you.
For any grievance or issues, you can send us an e-mail at query@boltonshoes.co.za
Once your order has been scanned and packed by our delivery partners we’ll send you an e-mail with tracking details.
Products must be returned within 30 days of receiving your order.
Products must be unworn and unwashed with all tags still attached (if your item had tags when you received it).
Exchanges must be done WITHIN 30 DAYS OF RECEIVING YOUR ORDER. Exchanges can also only be made for A DIFFERENT SIZE OF THE SAME ITEM, not a completely different item.
Exchanges are FREE, so please discount the price shown on our returns system, as this is for our internal refund process only.
You can return ALL ITEMS from your order.
Please note that returns registered separately CANNOT BE RETURNED IN ONE PACKAGE, even if they are from the same order. Combining the returns into the same package will slow down the refund process!
* Please also note that In order to receive a full refund, all items must be returned to us UNWORN/UNUSED and in the same condition you received them with their original packaging. If an item is returned to us damaged, worn or in an unsuitable condition, we won’t be able to give you a refund. All items are inspected on return *
You’re still waiting on your refund, right? We know this can be annoying!
Depending on the country you’re from & the returns courier you choose when returning your item(s), delivery times back to our warehouse can vary, so please bear this in mind before contacting our team.
*Please note that once your items have been RECEIVED BY THE WAREHOUSE, it can take up to 7 days for your order to be processed and your refund to be actioned.
It can then take 5 days for your refund to appear in your account after the refund has been processed.
If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund.
But if you need to get in touch with Customer Support about your return, please include in your message:
The tracking number
Your order number
We’ll then get back to you as soon as we can!
In the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
Your order number
The name of the item you did not receive
Once we’ve received the above info, our Customer Support team will get this sorted for you ASAP!
ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
Your order number
The name of the item you did not receive
The name of the item you received in it’s place
A clear photograph of the item you have received, including logo
Once we’ve received the above info, our Customer Support team will get this sorted for you ASAP!
You may be asked to return the incorrect item back to us through our returns process.
ALL CLAIMS FOR ORDERS ARRIVING WITH AN INCORRECT ITEM MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
