Returns, Exchanges, and Warranty

  • How long will it take for my order to be delivered?

    Your order will usually arrive within 2-3 working days of being placed.

  • Do you offer insurance options?

    Insurance is included as part of our standard delivery service. If you experience any problems with your order please contact us at 0808 234 2388

  • What kind of shipping methods do you use?

    We ship orders by courier, a signature will be required on delivery.

    Standard delivery is priced at £4.50 (FREE for all orders over £40)

    Deliveries will usually be made within 2-3 working days after your order is placed.

    Please note that we currently only deliver to mainland UK. We are unable to deliver to Channel Islands, Isle of Man or Scilly Islands. We unfortunately do not deliver to Eire at this time. We do not deliver to BFPO addresses or postal boxes. For more remote locations, please allow a little longer for delivery.

  • How do I make a return?

    Returns are permitted within 30 days of the original invoice date, providing the customer purchased the goods through our website.

    You may return goods and receive an exchange or a refund provided that the goods have not been worn, damaged, washed or altered (we cannot refund or exchange items of which you have not taken reasonable care).

    Exchanges can be made for a different colour or size of the same style only and shipping charges are not refundable.

    Please return goods using the returns form enclosed with your order and be sure to send your return via a trackable method, such as Royal Mail or Collect+.

    For more information, please see our Return Policy.

  • Who do I have to contact if I encounter problems on your Web site?

    If you encounter a problem with our website please contact us at 0808 234 2388 and we will be happy to assist you with any problem that you may experience.

  • When will I be charged for the order?

    You will not be charged for until your order has been despatched.

  • I don't see the product that I want. Where can I purchase this item?

    Unfortunately, if the product is not found in the Online Store the item may currently be unavailable. We do update our website as and when stock becomes available so you may want to check back regularly to see if the item comes back into stock. You may also want to check with local stockists to see if the item is available.

Other Questions

  • How do I find my correct size?

    To ensure you order the correct size, please review our sizing information .

  • How do I pay VAT charges?

    VAT Charges are determined by your government and are paid to the courier at the time of delivery.

  • What is a Credit Card Identification number?

    For Visa, MasterCard, and Discover this number is the last 3 digits on back of your card on the signature strip. For American Express this number is the 4 digits above card number at the right on the front of your card. If you have questions about our credit card policies, please call us at 0808 234 2388

  • How do I track my order?

    You will find a DPD parcel code in your shipping confirmation email to follow the status of your shipment. If you no longer have your confirmation email you may also track the status of your shipment by visiting my account and clicking on "Track Packages"

  • What happens if my order is damaged in shipment?

    If you receive your order and the products are damaged. Please contact us at 0808 234 2388 and we will be happy to assist you in correcting this situation.

  • How do I find my order status?

    You may check your order status by logging into "My Account" and click the order status link. This site will provide you with the most up to date information on your order. You may also check your order status by email or call us at the following number 0808 234 2388

  • How do I cancel my order?

    It is our priority to ensure that you receive your order quickly. Therefore, it is often the case that the order has already been shipped, so that we cannot make any further changes.

    To cancel an order you may login to your online account and click on "manage my orders" then select the order number you would like to cancel. Within the order screen if you are able to cancel your order a "Cancel Entire Order" button will be present. Please send us an e-mail at or call us at the following number 0808 234 2388 If your order has already been shipped, we ask you to refuse the delivery

  • Do you price match?

    No, we do not price match with other retailers or website offers.

  • How do I know an item is in stock?

    An item will appears as available if the colour and size selected are displayed in the drop down boxes on the product pages. If the item is unavailable the colour and or size will be unavailable to select on the site.

  • Who do I contact if there is a problem with my order?

    If you encounter a problem with your order please contact us at 0808 234 2388 and we will be happy to assist you with any problem that you may experience.

  • How long does it take for my returns to be processed?

    Please allow 10 working days from the date you return the parcel for us to process your exchange or refund request.

  • How can I modify my profile or my personal data?

    You may modify your profile and personal data by visiting our My Account section. When inside My Account click on My Personal Information to edit your details.

  • How do I subscribe to the emailing lists?

    To subscribe to our email lists please visit the Email Sign Up section located at the bottom of our site.

  • How do I know if received my order?

    You will receive a confirmation email from Teva that your order has been received after submission. Upon shipment you will receive an email shipping confirmation that we have given your parcel to DPD.

  • Will I be notified if an item in my order becomes out of stock?

    If an item within your order becomes out of stock after your purchase an email notification will be sent to your email notifying you of the problem. Items that are out of stock at the time of purchase will display backorder information denoting the expected shipment date of your item.

  • Will my credit card and personal details be protected when I make purchases on

    We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software which encrypts information you input. We reveal only the last four digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.

    It is important for you to protect against unauthorized access to your account, to your password and to your computer. Be sure to log out of your account when finished, especially when using a shared computer.

  • Will share my personal data with third parties?

    Information about our customers is an important part of our business. We share customer information only as described below.

    Agents: We employ other firms to perform functions on our behalf. Examples include fulfilling orders, delivering packages, sending postal mail and e-mail, removing repetitive information from customer lists, analyzing data, providing marketing assistance, providing search results and links (including paid listings and links), and processing credit card payments. They have access to personal information needed to perform their functions but are contractually obligated to protect personal information.

    Trading Partners: Deckers Consumer Direct Corporation's product lines are offered internationally in conjunction with select international trading partners. Any personal information shared with these trading partners is protected and may be used according to the guidelines contained herein.

    Protection of Deckers Outdoor and others: We release account and other personal information when we believe release is appropriate to comply with the law; enforce or apply our Conditions of Use and other agreements; or protect the rights, property, or safety of Deckers Consumer Direct Corporation, our users, or others. This includes exchanging information with other companies and organizations for fraud protection and credit risk reduction. Obviously, however, this does not include selling, renting, sharing, or otherwise disclosing personally identifiable information from customers for commercial purposes in violation of the commitments set forth in this Privacy Notice.

    With your consent. Other than as set out above, you will receive notice when information about you might go to third parties, except as provided below, and you will have the opportunity to choose not to share the information. The exception to this is if Deckers Outdoor is ordered to produce such information through valid subpoena or court order. In those situations, Deckers Outdoor will comply with the subpoena and/or court order and will not be required to provide you with any notice.

  • What is Teva's privacy policy?

    The Deckers Consumer Direct Corporation family of product lines (UGG Australia, Teva, Tsubo, Sanuk, Ahnu and Mozo) and accompanying domestic (, and and international websites takes the protection and proper use of your personal information seriously. We respect your privacy and take great care to safeguard information in our possession. Your preferences for use of your information are our highest priority. For More Information Privacy Policy

  • What should I be paying attention to when trying a shoe on?

    When you receive your new shoes, please test them on a clean and preferably carpeted indoor surface for a minimum of one hour to ensure that they fit comfortably. You should not have excessive room in front of your toes, nor should your toes be pushed against the front of the shoe - these may be signs that you require a different size. Try on both shoes: most people have one foot slightly larger than the other.

  • What happens if I am not available when DPD delivers the package?

    If you are unavailable at the time of delivery, the courier will leave a note with information about the next delivery attempt. This will occur two times. You can also arrange a specific delivery time from the by contacting the phone number provided on the note. It is possible that your package can be received by a neighbour.