Delivery & Returns/Exchanges

Delivery/Returns/Exchanges (Simple and Pain Free)

1.0 Delivery

1.1 Stocked goods will normally be dispatched within 1 working day and any estimated dispatch date is an estimate, which can change without notice.

1.2 We will normally deliver stocked goods within 2-3 working days of dispatch. Fast Lane made to order items take 7-10 working days to make and 3 days typically to arrive. “Made to order” page for non-fast lane items take approximately 4 weeks to make and 3 days to arrive.

1.3 We can deliver our products anywhere in mainland Great Britain and Northern Ireland and a range of countries worldwide.

1.4 We will deliver the goods to the premises you specify on your order. You must be at home to accept delivery of your order, which is normally between 9:00am and 6:00pm Monday-Friday.

We will not accept responsibility for loss or damage if you instruct the delivery company to leave the goods unattended.

1.5 Disposal of packing materials is your responsibility.

1.6 If there is no one to accept the order on the scheduled delivery date the goods may be returned to us and we reserve the right to charge you an additional re-delivery charge.

1.7 If you change the delivery address once the goods have been dispatched to you or made an error with regards your address we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery.

1.8 Please check the goods on delivery – any goods found to be missing or damaged should be notified to the delivery driver at the time of delivery or ourselves within a reasonable time.

1.9 If the goods are lost or damaged in transit, please let us know promptly.

1.10 You should tell us about any special delivery requirements or conditions when you place your order.

1.11 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible however we can’t be responsible where this causes a delay or failure in delivering your goods.

1.12 If incorrect details are supplied from the customer to Eves & Gray upon ordering, the customer is liable for any additional postage costs

1.13 Standard delivery cost to Mainland UK is £5.50 and is free on orders over £250.00.

2.0 Returns

2.1 This policy does not apply to goods ordered by those which are exempt form the Distance Selling Regulations, or the following goods which are exempt from the right to cancel: Any items which have been personalised or modified to your specification, such as custom made shoes made to non standard sizes, colours/styles outside of the options listed on our website. Due to the fact that “Made to Order” products are 100% individually custom-tailored and handcrafted just for you, we do not offer refunds. This is standard practice for custom-tailored products as there is no resale value. Thank you 

2.2 You can cancel your contract at any time up to 14 days after the day of delivery. To do this, please email or write to us.

2.3 You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.

2.4 If you cancel, you must return the goods within 14 days of cancellation, complete with the original packaging to us at your own expense. You must ensure that the goods are packaged adequately to protect against damage and your order number or details inside so we can identify the order.

2.5 You may properly examine the goods for 14 days, however you may not return any goods that have been worn or used unless they are faulty.

2.6 If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

2.7 We will refund all monies paid to us immediately  back to you upon receiving the item/s back

2.71 All items purchased that are refunded are to be sent back at the buyers cost.

2.8 Customers exempt from the distance selling regulations may not cancel an order without our mutual agreement.

This cancellation policy does not affect your legal rights – for example, if goods are faulty or mis-described.

3.0 Exchanges

One free exchange is available on all full price orders. For items purchased at a reduced price the customer is responsible for the return postage, this equally applies to orders which have a reduced price by using a code. Replaced items are delivered free. We will not be liable for any other postage costs incurred by the customer only our own supplier.

The shoes and box must be returned in the same saleable condition as received. Shoes will not be accepted where there are signs of wear on the sole: We suggest trying shoes on carpet only and lacing the shoes/boots to the standard in which they arrived.

In order for us to process your exchange or return please include the original dispatch note and complete the returns section where included. This is very important.


Eves & Gray Ltd C/O Hallmark Consumer Services Green Bank Saxby Road Melton Mowbray LE13 1FF (PLEASE INCLUDE YOUR NAME OR ORDER NUMBER IN THE BOX)

4.0 Delivery prices and details

Standard Delivery UK : 3-4 working days…5.50 🙂

Express 24 hour delivery (Mainland UK only) …£15.00*

Saturday delivery (Mainland UK only) …£28.00**

European Standard Delivery …£25.00

USA, Canada, Australia, United Emirates Standard Delivery…£40.00

*(Monday-Friday only). Must be ordered before 1pm for delivery the following day. This service is not available for the Highlands and Islands of Scotland or for the Channel Islands.

**Must be ordered before 1pm for delivery the following day if ordering on a Friday. This service is not available for the Highlands and Islands of Scotland or for the Channel Islands.

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