Terms & Conditions
Returns & Refunds Policy
Please phone us or e-mail us (contact information below) regarding any faulty goods, detailing the faults. If returning the item, you will be required to pay for return postage, however we will fairly assess the fault and make good as required. This may include a full refund or replacement. This does not affect your statutory rights.
If the item you have bought is the wrong size, it may be exchanged, where possible, for a different size or a refund. The customer is liable for the return postage, however we will pay for postage on the replacement item. Please return goods to the address above within 14 days of purchase.
Customers have 14 days to return items without giving a reason to obtain a refund. We may offer to pay for return postage if you contact us and cite a reason. We uphold this right if we believe the reason to be insufficient.
We do our best to ensure that photos and descriptions are a correct representation of the product. However it is worth noting that leather is a natural product and as such, can vary from shoe to shoe. This is particularly evident for any burnished footwear, as this is a hand finishing item. In addition computer monitors will vary on how they display a photo, it will also depend on how they are adjusted with the contrast, colour and brightness. Do not tape, deface or write on the shoe/boot box. Return in original sale condition. Please wrap up in original box packaging. If you are unsure about anything mentioned above, please don't hesitate to contact us.
Stock and Order Cancellations Policy
While we try our very best to ensure that everything we have listed on our website is in stock and available to be dispatched to you as soon as possible, it is not always viable to stock all variations of every shoe we can supply. However, we place regular orders to our stockists who are able to get the required stock to us in order to fulfil your order. Although we appreciate that this may cause some inconvenience, we try our very best at Sowerbys to put you, the customer, first, and what we lack in speed we more than make up for in friendly, good old-fashioned customer service. What's more, please do not hesitate to contact us regarding any issues or queries you may have with your orders. Please see below for contact details.
In the unlikely event that we are forced to cancel your order due to stock being unavailable both in store or through the means of our stockist, we aim to inform you of the matter within 24 hours of your order being placed, and a full refund, including postage, will be issued to you within 3 working days.
Postage and Collections Policy
We offer three types of postage: Royal Mail Second Class (standard), Royal Mail First Class (faster) or Click & Collect (in store). We try our best to keep as much in stock as we can (see Stock and Order Cancellations Policy above) however it is not always viable to keep all of our listings in permanent stock, therefore on some orders we have to first get them in from our suppliers. This process can take up to five working days, and therefore our delivery times on our products are subject to the stock being available. Hence, that is to say that should an order be placed on an item that we do not have in stock, your order may not arrive for up to five working days + the estimated delivery time stated on your order. We appreciate that this may cause issues, but please do not hesitate to contact us should you require something especially quickly. We are dedicated to helping our customers find the right hat or pair of shoes and and more than welcome and telephone or e-mail enquiries you may have.
If you select Click & Collect, we will notify you via e-mail when your item is ready to collect from our store on Stourbridge High Street. Just come into store any time after we send you the aforementioned e-mail and we will be able to supply you with your pair of shoes.
Quality of Goods Policy
Here at Sowerbys we pride ourselves on quality shoes and accessories which are comfortable, durable and well-made whilst also being stylish and slick. However, if you are, for whatever reason, unsatisfied with the quality of the product you receive, please do not hesitate to contact us. If it is a refund or exchange you require, please see our Returns & Refunds Policy above. To lodge a formal complaint, please contact one of the team by e-mail (see below).
If you have any queries or issues with your items, or wish to know more about any of our products listed, the please contact us on one of the following:
Telephone: 01384 394326
Facebook: Sowerbys Shoes