Browse F.A.Q. Topics
Do you deliver to locations other than the United Kingdom?
Currently we deliver to Ireland Ireland (Republic Of), Jersey, Guernsey, Belgium, Luxembourg, Netherlands, Denmark, France, Germany, Monaco, Italy, Spain, Greece and Portugal, Austria, Czech Republic, Finland, Hungary, Lithuania, Norway, Poland, San Marino, Slovakia, Slovenia, Sweden and Switzerland.
What are the Last Order dates for Christmas?
The last date for Royal Mail Standard Delivery in the UK is 16th December. Parcel Force Delivery in the UK is 20th December. For EU orders it is 16th December.
What do you charge for postage?
Standard delivery (Royal Mail 48) and handling is FREE if your order £35.00 or over! Any order totals under this amount we charge £3.50 irrespective of the number of items ordered (UK mainland/standard only). Delivery outside the UK mainland will require an extra charge. UK delivery takes between 2-3 working days via Royal Mail.
Please bear in mind that you may receive items in separate packages at separate dates and times, this is because we ship from multiple locations and it is not always possible to group items together within one package.
Delivery is £6.99 per item for the following countries: Jersey and Guernsey. Delivery is £9.99 per item for the following countries: Ireland (Republic Of), Belgium, Luxembourg, Netherlands, Denmark, France, Germany and Monaco. Delivery is £19.99 per item for the following countries: Italy, Spain, Greece and Portugal. Delivery is £24.99 per item for the following countries: Hungary, Lithuania, Poland, Finland, Czech Republic, Austria, Norway, San Marino, Slovakia, Slovenia, Sweden and Switzerland. Your goods will be shipped via Parcel Force EuroPriority and is trackable online. We endeavour to deliver the goods you have offered to purchase within 7-12 working days from the receipt of your offer.
Customs charges: Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and can't let you know how much they'll be. Policies vary from country to country so it would be a good idea to check your local customs for more info.
You can choose to have your order delivered to one of our stores for collection at a time that is suitable for you. This service is free of charge, but please phone us on 0800 635 0021 for this service. Most orders made before 1.00pm, Monday to Friday are dispatched the same day.
Where's my order?
You are able to track the progress of your order online. To do this, log in to your account by clicking on the "Account Login" button on the top toolbar.Once logged in, click on the "View Orders" button. You will then see an overview of all your recent orders. Click the view button against the order you wish to track and you will then get a detailed picture of your order with each item showing a status code. At the bottom of the page is an explanation of the meaning of all our status codes. If you wish to amend your order, email us onsales@tReds.co.uk. You can also telephone us on 0800 635 0021. Lines are open from 9 am to 5 pm. Please note that an order cannot be amended once it has reached status: Dispatched.
How long does delivery take?
It depends on what service you use at check out, but generally, we aim to deliver your goods within 48 hours after dispatch to all destinations within the UK, we aim to have the shoes sent out the same day! Parcel Force orders are usually received within 2-3 working days and Royal Mail within 2-5 working days.
When does your extended Christmas returns policy start?
Our extended Christmas returns policy starts on the 1st of November. This enables customers to return unwanted gifts bought in this period up to January 14th for an exchange or refund.
What is your online returns policy?
You have up to 14 days to return unwanted items for a full refund and up to 365 days for an exchange. You can return your goods to any tReds store, or you can send them back to our returns address along with the completed returns form (which is in the box). Package the shoes securely and post them to: tReds Website Returns, 48 Lynch Lane, Weymouth, Dorset, DT4 9DN, UK. If you have paid for a Collect+ returns label you can take your package to one of 4,500 local stores. If you didn't pay for Collect+ you can buy a label here. We will ensure that we keep you informed about your return. If you are returning the goods due to a fault, or if we have sent you the wrong order, then we will refund the cost of postage, however, if your goods are being returned because they are unsuitable or the wrong size then you are responsible for the postage cost.
What is your in-store returns policy?
If you are unhappy with the goods for any reason, please return them to us with some form of proof of purchase. If the item is full price and unused we will be happy to offer a refund or an exchange within 14 days of purchase. We do not offer refunds on sale items; unless they have a manufacturing defect. For the return of unused sale items, we offer either an exchange or a gift card within 1 year (365 days) of purchase. As tReds does not offer a fitting service, please ensure that your shoes are a suitable fit before purchase or use. This is in addition to and does not affect, your statutory rights.
How do I return an item with Collect+?
Online shopping is fast and fun, but we know it can often be a hassle when you need to send something back. If you purchase a 99p Collect+ label at checkout then returning an item couldn’t be easier.
Just label your parcel and drop it off at a time and place that suits you!
• 1. Wrap & label your item and take the parcel to any collect+ store.
• 2. The store will give you a receipt with an online tracking code.
• 3. Your return is collected and processed.
Over 4,500 local shops offer Collect+ services from early until late, 7 days a week and more are opening every month!
When will I receive my refund?
How can I contact tReds?
You can contact us via phone on: 0800 635 0021* or via the form on the contact us page. Alternatively, you can write to us at: tReds Website, 48 Lynch Lane, Weymouth, Dorset, DT4 9DN. *Calls are free from landlines, from mobiles there may be a charge. Lines open 09:00-5:00 Monday-Friday. Please note we aim to respond to all customer emails within 2 working days.
What are your VAT and Company Reg numbers?
Our VAT number is: 692 9959 54 and our Company Registration number is: OC336836
What are your store opening hours?
Our stores have different opening hours depending on their location. These can be found using our online store locator. Many stores have late night shopping at least once a week.
What if the shoes I want aren't available in-store?
In-Store you can order any pair of shoes that is not available directly from any other store or our warehouse and have it delivered to your home or ordered to the store so you can try them on. The sales assistant in-store will be able to advise you on the procedure but it is incredibly easy. Alternatively, why not buy them now? Our on-line shop is full of the latest styles, secure and delivery is quick and easy. Don't want to buy on-line but know the style code of the shoe you want? Telephone us on 0800 635 0021 and order them over the phone.
What methods of payment do you take?
We take several different credit and debit cards, Mastercard, Visa, Solo, Switch, Visa Debit and Visa Electron.
My card keeps being declined?
Your card may be declined for a few different reasons, please see below for an explanation.
- Invalid postcode: The postcode you entered for the billing address at checkout doesn't match that of the card. Please check the postcode is correct or contact your bank and confirm the address details.
- Invalid security code: The 3 digit security code you entered may be incorrect, please check the card and make sure you have entered the right code.
- Invalid house number: Please double check your billing address is correct, alternatively contact your bank and confirm the address details.
- Invalid card number: Please double check your card number is correct, and remove all spaces when submitting.
- Invalid 3d-secure password: Please check that you have entered the correct password for your card.
What is the Card Security Code that you ask for on the payments page?
For Visa and Mastercard the Card Security Code is a 3 digit code printed on the signature strip on the back of the credit card. The value will be the last 3 digits of the printed number at the top of the signature strip. The number at the top of the signature strip will in most cases be the full credit card number followed by the card security code but in some cases, only the last 4 digits of the card number followed by the card security code may be shown. For American Express, the code is a four-digit number on the front of the card above the account number. This code helps us to confirm that the person using the card has it in front of them, as the code is never held or written anywhere else.
I can't find the shoe I want online, is it available?
We always try to stock as wide a range of footwear in each of our locations as possible, but there are a number of reasons why a product may not be available online. Although we stock products from a large range of manufacturers we do not always have the full range supplied by any one brand. If you have not seen the product on our website or in our stores it is likely that we do not stock the particular style that you are looking for at the moment.
Can I use Gift Cards, Discount Vouchers or Student Discounts online?
Unfortunately, at the moment, we do not accept Gift Cards online, we also cannot accept Gift Vouchers online YET, we will be working on this feature for our customers very soon. Online discounts can be used at checkout by entering the code into the redemption box. Discount Codes cannot be applied to sale items and are only redeemable against full priced goods. We do accept Student Discounts online, you can get your discount code here.
I can find the shoe I want but why is my size not available?All Ladies styles range from sizes 3 to 8, and all of our Men's styles range from sizes 6 to 12. Some of our styles are supplied in Junior sizes, which range from 3 to 5. Some Junior styles are available in size 6. If you are unable to select the particular size that you are looking for in a style, this will mean that we have no stock left in that style, or the range does not extend to the size of your choice.
Why do you not list the width fittings for the shoes on the website?
Our manufacturers only produce their footwear in one width fitting. However, as is the case with clothing, different production techniques can mean that customers will find that sizing can vary from one manufacturer to another. Some manufacturers produce their footwear with generous width fittings, whilst others can be relatively narrow. It very much depends on the design of the footwear and the general sizing of the particular manufacturer. Unfortunately, we do not hold details of the exact width measurements of any of the styles. However, if, having purchased the footwear, you find them to be unsuitable, we will be happy to offer a full refund providing that the shoes are still in perfect condition.
Do you sell bags or other accessories online?
Yes. We have a great selection of bags online from large bags for Uni or work to small bags for your phone and camera on a night out.
How many shoes can I order?
You can order as many pairs as you like!
Why is my basket empty?
Why have some products disappeared from my basket?
These are products that we have limited numbers of available; when the product is out of stock it will no longer be in your basket for purchase.
Why have the amounts in my basket changed?
These are products that we have limited numbers of available, the number in your basket will have gone down to reflect how many of the product we have left. We may have more available at a later date, but the amount in your basket relates to how many you can actually buy.
My item(s) were out of stock?
Unfortunately, your items were out of stock. We make every effort to fulfil every order that is placed with us, however, occasionally we find that items may be unsuitable for sale or unavailable at the time of picking. In this case, your order will be cancelled and a refund will be issued through our payment service provider (Secure Trading) and your monies will be available in your account within 3 working days.
Do you have a Sale Section online?
We have an extensive range of sale items within our online store, so you can pick up a bargain while shopping this season's must have items. Just click the Sale menu at the top.