Delivery

WELL PACKAGED using some recycled materials
We want to ensure your shoes etc arrive in good condition after they have made the journey to you so we package everything really well. We are mad about recycling and reuse loads of materials that come through our door, even the plastic wrappers on magazines, to lovingly wrap your goodies for transit while not using more of the earth's valuable resources than we have to.

FAQ

- Quick overview of the important bits
- Postage & packing charges. Where we ship to
- What if I'm out when my parcel is delivered
- Delivery time & fraudulent transaction checks
- Non receipt of items
- Failure to receive an item as a result of non-collection
- Availability

Quick overview of the important bits
The postage and packing charge is per order and not per item.
Orders, once accepted by us, will be sent out on the next working day (i.e. Monday to Friday), often same day, unless we need to make fraud checks which is rare.
Orders are sent 'signed for' 1st class to the UK (unless a free 2nd class delivery with no tracking number offer is running) delivery and 'international signed for' priority handling or 'standard airmail' (slower and no tracking number) to overseas - you will be emailed a tracking number if/when available, which can be input into Royal Mail's Service.
UK customers - in our experience most UK 'first class signed for' gets there the next day or within 3 days in the backlog after adverse weather conditions (the odd one goes astray for even over a week, especially if going to London) but if you definitely need goods for a particular date, do go for the special delivery option.
International customers - in our experience for example most USA 'international signed for priority handling' gets there within 6 to 10 working days but this can obviously vary as we have no control over shipment times once they have left us. Shipping times can be longer at busy postal times such as Christmas or when bad weather causes problems. International Airmail takes longer and you should allow up to 42 days.
We do not ship to PO boxes (never in the UK) unless it is a PO box abroad where it cannot be delivered to your home address because it is too rural.
We are a green minded company and where possible we recycle packaging materials but please let us know if you'd rather we didn't on your order.
Overseas orders home country's customs departments may add sales tax and import duties on the order as it will be treated as an import - this does not apply to EC countries.
There is a 2kg limit on standard international shipping weights. If you wish to place an order that is heavier than this limit, please email us with your query as our system will not calculate the shipping automatically in this case.
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Postage & packing charges. Where we ship to:
UK & BFPO
Any order value - from £3.70 charge for 1st class Royal Mail 'signed for' which gives you a tracking number to check if it has been delivered or is left at your sorting office or has been sent back because was not collected etc. Typical costs as a guide are 2nd class packet from £2.65 for a single pair of shoes, shoelery, or one or two tops/uppers and £5.20 for two pairs of soles - be they Lindsay Phillips SwitchFlops or Onesole shoes. Actual cost is based on the weight of the order and can be displayed on the 'shopping bag' page.
Next day guaranteed - any order value
- price based on weight and available in shopping bag.
Next working day delivery if order placed Monday to Friday before 2pm.
Next day Saturday guaranteed costs extra and is only available for purchases made on a Friday.
Europe airmail 'signed for' with priority handling, or standard airmail (slower without any tracking)
Price based on weight and available in shopping bag.

We ship to all of Europe including the Russian Federation. Please note that orders going to Cyprus, Italy or Malta may arrive many weeks later.

There is a 2kg limit on standard international shipping weights. If you wish to place an order that is heavier than this limit, please email us with your query as our system will not calculate the shipping automatically in this case.

Worldwide airmail 'signed for' with priority handling, or standard airmail
We have a great deal of customers based in the USA and Australia who order from us. Price is based on weight and is available in the shopping bag page - just select your country to get the postage cost. Worldwide shipping costs from the UK we find are extremely reasonable and it can be cheaper/faster than getting items shipped from a US website to a different US state. You may be charged sales tax and import duty by your own country's customs authorities.

There is a 2kg limit on standard international shipping weights. If you wish to place an order that is heavier than this limit, please email us with your query as our system will not calculate the shipping automatically in this case.


What if I am out?
For the UK we normally use Royal Mail so that if you are not in to sign for the package or it is too big, you can collect it at your convenience from the nearest Royal Mail premises where it will be kept safely for you. Customers find this more convenient than couriers who may hold the item for collection in a location some miles away after the second failed delivery attempt.


Delivery time & fraudulent transaction checks
Our orders, once accepted by us, are sent out on the next working day (sometimes same day) via Royal Mail, the regular UK postal service, and for the UK, 1st class usually take 1-3 days to arrive because it can take longer if not on the mainland or during/after adverse weather conditions. London deliveries we find can take a week even when sent 1st class. Overseas orders depend on that country's postal service but when the INTERNATIONAL PRIORITY HANDLING is chosen then 6-10 working days to most places, however to Cyprus, Italy, Malta or the US it can take weeks - to the US it can take longer if there has been a security scare and they decide to search every package coming in to the country.

You will be emailed when your order is dispatched with a tracking number (if using a signed for service - none available on standard International Airmail which is a slower service or 2nd class UK untracked if that was chosen by you) you can use at the Royal Mail Track and Trace page. This tool will show when it has left the UK for international orders and for all orders when they have been successfully signed for. For UK customers it is useful to check if it has been returned to the sorting office collection because no one was in (and you have not seen a card through your letter box advising of this) or to look at the signature to help track down who signed for it in a place where a number of people may have signed for it.

However if there is anything raised by the checks Sage Pay make for fraudulent transactions, we reserve the right to send out your goods once we have taken steps to ensure it is not a fraudulent transaction. You will be advised immediately that your order is on hold - note we are pleased to say that to date this has not been necessary for any orders.

We encourage all customers to protect themselves against fraud and use something known in the industry as 3D secure (if operated by their card company e.g. Verifed by Visa and Mastercard Secure) where you assign a secret password to verify that you are authorising the online transaction - this means if someone steals or copies your card they won't know the password and the order will be declined.


Non receipt of items
Please check the estimated delivery time and then for the UK add three days in case of delays in transit. Once this delivery time has passed you should contact your local Royal Mail depot giving your house number and postcode as cards are not always left. After you have followed these steps and the Royal Mail have confirmed they do not have your order, you must contact us within 14 days in writing/email stating order number and date of order. Note that Royal Mail does not deem a 1st class UK parcel to be lost until 18 working days have passed from the dispatch date which is their 15 working days plus their 1 to 3 day expected delivery time. Overseas orders can take up to 42 days to arrive so please wait until this time has elapsed before contacting us.

Replacements and refunds will not be given if you have given us the wrong postal address to send your order to, or if the Royal Mail tracking information indicates successful delivery.


Failure to receive an item as a result of non-collection
If you fail to collect or arrange collection of an item when notified by the Royal Mail that they were unable to deliver to you, it will usually result in the item being returned to us as non-deliverable after approximately ten days of non-contact from you. When this happens, we will notify you immediately for your instructions. In these circumstances you will be responsible for any additional cost incurred by us to re-send the item to you.


Availability
If in the unlikely event an ordered item is found to be out of stock we will contact you for your instructions immediately and may offer you an alternative which you do not have to accept. Swap Top Shoes will pay the cost of a consumer returning any products supplied as substitutes if the goods originally ordered were not available.