Delivery & Return Policy
DELIVERY METHODS AND CHARGES
We aim to deliver to UK addresses within 3-4 working days of the order being placed (no orders are despatched during the weekend).
We will make every effort to fulfill your order, provided the goods are in stock. However, at some busy peak times like Christmas and during special promotions we may take slightly longer to deliver due to higher demand. You will be informed by email if this is the case.
Items that are marked as "in stock" will usually be shipped within 24 hours of receiving your order. For various reasons it is not always possible for us to guarantee that "in stock" items are actually available at all times. If this is the case, we will contact you and let you know as soon as possible. We will offer options and suggest alternatives and await your instruction before proceeding with the order.
If we are unable to accept your order for this or any other reason, we will inform you by calling or e-mailing you and you will not be charged for the product.
Orders are sent out via DHL. DHL is a tracked service, and delivery will be made within 48 hours of dispatch (NB. We do not ship items over the weekend and if you wish your parcel to arrive within 48 hours, please order by 1pm). You will receive an email confirmation from DHL with a tracking number. Please note that someone must be available to sign for the package at the delivery address. If this will not be possible, please enter an alternative address such as your work address to ensure that your order can be delivered.
We offer free delivery for all UK orders.
You can return any unworn MBT item that has been ordered online from SHOP.MBT.COM/UK/ within 14 days of shipment. Please note that shoes must be returned to us in the original MBT box.
Please contact us at +44 (0) 20 8133 4813, (Monday – Friday 8am-1pm & 2pm-5pm) or e-mail us at firstname.lastname@example.org should you wish to return or exchange any unworn product within 14 days of receiving it.
Once your return has been approved, you will receive an email with a “return authorisation” and instructions explained below:
- Print the "Return Confirmation" and place it inside one of the boxes with the shoes to be returned.
- Write the "Return Number" on the outside of the parcel, not on the shoe box.
Please also carefully read the following information:
Our warehouse uses the "Return Confirmation" to identify the parcels. Therefore, including this confirmation will help us process returned goods more efficiently.
If you have more than one return order to make, please ensure they are sent in separate boxes and that the content matches the return number written outside the boxes.
This "Return Confirmation" only includes the items that have been approved by MBT which means that only the items stated in the document will be taken into account for the refund.
Please note that we reserve the right to deny any refund or exchange if the merchandise does not meet our Return Policy requirements and/or is not included in the "Return Confirmation" issued. Items must be returned in new condition with all tags attached, in their original shipping carton or similar protective carton.
MBT will deduct the amount of £1 for each box or shoe labels that arrive damaged.
MBT will not be held responsible for storing, tracking or resending any product once it has been returned to the MBT warehouse.
The Return authorisation is only valid on orders placed through shop.mbt.com/uk/. If you have purchased your shoes through another retailer, you must return them to that retailer.
In all cases, except where an item is faulty, the item (s) returned must be in their original and saleable condition without having been worn outdoors. This includes all packaging and labelling. (If you’re trying them on for fit, we suggest you walk on a carpeted floor in your new MBT footwear.)
All footwear will be inspected on return.
The initial SHIPPING & HANDLING charge incurred in ordering the item (s) being returned IS NON-REFUNDABLE (unless otherwise stated).
Please indicate the REASON FOR RETURN, in the case of a fault or error on our part, please provide a full description. We appreciate your feedback and will use it to improve our service.
We process refunds for products within 14 days of receipt, and will notify you by email when your return has been processed.
In the unlikely instance that items have been shipped to you that do not conform to your original order, we will refund you both your shipping & handling charge incurred in ordering the Product(s) being returned and return postage.
Unfortunately, items purchased from shop.mbt.com/uk/ may not be returned via any of our retailer partners, as selections and styles vary from store to store.
You can EXCHANGE your order, just follow our online return process to return your product and place a new order for the product(s) you would like. This will give you the opportunity to order in-stock items in the color and size you would like, without waiting for your return to be processed.
Please note: When returning product and placing a new order, two separate transactions will be posted to your credit card – one for the new order and one for the refund of the original item(s) you are returning.
If you have additional queries regarding the returns service, please call us at +44 (0)20 81 33 4813 (Monday – Friday 8am-1pm & 2pm-5pm) or e-mail us at email@example.com.