FAQs
WHAT IF I CAN’T FIND THE ITEM I’M LOOKING FOR?
Whitbycobbler.com offers a wide selection of products from both our core and seasonal collections and the catalogue is updated regularly with new arrivals. If the item you are looking for online is not currently available, you can contact our customer service by email at thewhitbycobbler@gmail.com or by telephone at 01947 821119, stating the product name, colour and size and a member of our team will be happy to help you locate the item you are looking for.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We currently accept both PayPal, and all major credit and Debit cards as indicated at checkout.
We also accept other payment methods such as Klarna, Apple and Google pay. We can process an order over the telephone on 01947 821119 if you prefer? For more information please contact our Customer service team at thewhitbycobbler@gmail.com
IS IT SAFE TO USE MY CREDIT OR DEBIT CARD?
Whitbycobbler.com features the most advanced security systems to protect your payment details, guaranteeing absolute security for all transactions.
CAN I SHIP TO AN ALTERNATIVE ADDRESS?
We are happy to ship your order to the destination of your choice (permitting we ship to your country) however, we do need your billing address to match the card address you are purchasing from as we do carry out anti-fraud checks on your card.
HOW DO I KNOW MY ORDER HAS BEEN SUCCESSFUL?
After completing your order, the payment will pass through a security check. On successful completion of these checks, an order acknowledgment will be sent to the email address provided on your order form.
Once the order has been dispatched you will receive a shipping confirmation, if you require a tracking number please contact us at thewhitbycobbler@gmail.com with your order number and we will respond during business hours.
The order confirmation email will contain a confirmation and summary of the order, such as: product description and information as well as the total price of the order, including taxes and any shipping costs.
CAN I MODIFY MY ORDER?
For security reasons, we cannot change the items in your order or the shipping. If you notice any mistakes in the information provided, please contact our Customer Service department at thewhitbycobbler@gmail.com
If you would like to cancel your purchase, please contact us as soon as possible. Once the order has been prepared for shipping, delivery can no longer be canceled. However, you may still request a return once you have received the order.
If you do not receive an email acknowledging your order within 24 hours from completion, please contact us to verify if the order was correctly received.
HOW DO I KNOW WHICH SIZE TO CHOOSE?
All our brands have different size guides, widths and last shapes, its sometime difficult to decide the size based on the item description so if you are unsure and require some guidance please contact us at thewhitbycobbler@gmail.com and we will respond as soon as possible with all the information you need to find that perfect fit, alternatively you can contact us in the store on 01947 821119 during business hours where our experienced team will assist you.
HOW & WHEN WILL MY ORDER BE DELIVERED?
The Whitby Cobbler works with The Royal mail to deliver fast, secure transit of all orders. If the item(s) is(are) available we aim to deliver your items within 2-4 business days from the moment the order confirmation e-mail is sent by Whitbycobbler.com. Once the package is shipped, you will receive a confirmation email once the order has been dispatched.
Please be reminded that the courier delivers during business hours, Monday to Friday. As the courier will require a signature, we recommend you choose a shipping address where you or someone you trust is available during the day.
We have multiple shipping options, our standard service is 2-4 day 2nd class recorded delivery but we do offer faster shipping methods such as first lass recorded delivery and next day special delivery before 1pm. All the options are available on the checkout page of our website.
CAN I TRACK MY ORDER?
All our orders are trackable, should you require a tracking number please contact us at thewhitbycobbler@gmail.com with your order number and we will respond as quickly as possible during normal business hours.
HOW CAN I RETURN AN ITEM?
We hope that you are delighted with every order you receive from The Whitby Cobbler, but if for any reason you are not satisfied with the items purchased on our website, you may return them within 30 days from your order completion date. Any return after 30 days will not be accepted, we believe 30 days is a relaxed returns policy and is long enough to process a return. The return has to be new, unused with original box, tags and packaging.
Please add your receipt, order number or name to the return. Unidentified parcels will only delay your refund.
Overseas returns: Please note, we are not responsible for any Duty/Tax fees. If you wish to return a overseas item please take this into account before completing your purchase. You will be responsible for paying the fee.
HOW LONG WILL IT TAKE TO RECEIVE A REFUND?
Once the package is received, we will verify the condition of the items before accepting your return and authorising the refund.
The refund will be issued directly to the same credit card or other payment method used for the original purchase, and in the same currency, within 4 days for receiving the return. Please note, some Banks do take longer than others to clear a refund. We are not responsible for any Bank delays.
If the item is faulty you will received a refund within 14 days of the return delivery date. Faulty items need to be assessed and evaluated by us or in some cases the manufacturer.
We will send you a confirmation email as soon as we have authorised the refund. The duration in which the refund amount will appear in your account is subject to the conditions of the payment method used and your selected bank.
CAN I EXCHANGE AN ITEM OR SIZE?
You’re more than welcome to exchange a product or size, to do this please contact us at thewhitbycobbler@gmail.com with your order number and returns request and we will work as quickly as possible to resolve the issue. All exchange requests have to be processed and complete within 30 days of the order completion date.
If we have the potential exchange item in stock, we will arrange for the unwanted item to be collected from your original shipping address free of charge. You will not need to print a label, but you will need to wrap the item securely. Once the collection has been arranged and confirmed the exchange can not be cancelled.
WHAT ARE THE CONDITIONS OF RETURN?
The items must be returned in the same condition in which they were delivered. Please make sure that they are intact and complete, never worn outside or on rough ground, used or damaged in any way and that they are returned in their original package with all tags attached.
Returns are only accepted if the return is received within 30 days of your original purchase date.
For any further information regarding returns are detailed in our Returns Policy. We recommend reading this before requesting a return.
IS IT FREE TO RETURN MY ORDER?
I’m afraid not, at The Whitby Cobbler we have taken the decision to offer FREE UK Delivery on all orders over £50.00, as most orders are not returned this works in the customers favour overall as there are no extra fees added to your order. Should you decide to return an item we recommend the Royal Mail 2nd class recorded delivery service. You are responsible for the return until the return is signed for by a staff member of The Whitby Cobbler.
We do NOT provide return labels for any overseas orders. We will refund postage fees on any faulty item after the item is returned and the fault is confirmed by us or the manufacturer. This process can take up to 14 days of receiving the return. Please note: We are not responsible for any duty/tax fees. Please consider this before completing an overseas order.
HOW LONG WILL IT TAKE TO DISPATCH MY ORDER?
We attempt to dispatch all orders the same business day if placed before 2pm (UK time). Unfortunately during business peaks, we may not be able to ship your delivery until the following business day. Please note we do not dispatch any orders on Sundays or UK public holidays.
I AM LOOKING FOR A PRODUCT YOU DO NOT HAVE LISTED ON THE WEBSITE
If you require a specific product, style or size that we do not have listed and it is made by one of our reputable brands then we will do our very best to source the item for you. Please send us an email at thewhitbycobbler@gmail.com or call us on 01947 821119 with your query and our team will act as quickly as possible to find you that perfect pair of shoes, we can provide a secure payment method for items that are not listed on our website.
