Frequently Asked Questions

Below are our frequently asked questions. If you dont find the information you are looking for please contact us.

Customer Services

How do I order?

Just visit the on line store and follow the instructions on the screen. Once you place an order we will e mail you a confirmation. If for any reason we cannot complete your order as the item is out of stock we will contact you straight away.

Is your site secure?

Yes. All payments are handled by SagePay secure payment site and we do not hold any credit card details.

How do I contact you?

If you wish to enquire about an order or just have a question then please e mail us at Please quote any reference number you have been given. If you would rather we called you back then please include your telephone number and we will as soon as possible.


How much does it cost to send my order?

For the UK shipping is free. For other countries we will advise you of the shipping costs. All orders are insured in transit until you sign for them.

Where do you ship to?

Your order will be sent by courier. We will ship anywhere in the world as long as a courier can get there! We can ship to the following countries on a Delivery duty paid basis. • European UnionUnited StatesCanadaJapan If you wish to to ship to a Delivery duty unpaid country then please drop us an email at and we will advise you further.


How do I return a faulty item?

If you have a faulty item then email quoting you invoice number and details of the fault. We will provide you with a return label and provide information on how to return the shoes. When returning the shoes please include your despatch note in the box. All items returned as faulty will be inspected. If possible we may repair the shoes if they are deemed faulty. Any items deemed subject to fair wear and tear will not be accepted.

What is your Returns/Cancellation Policy

If you want to cancel an order before it is shipped then please e mail us and we will do this for you. If your goods have been shipped please see how to return goods below. We will accept any return as long as you notify us within 14 days of receiving the goods. If you wish to return an item, email quoting your invoice number within 14 days of receiving your order. Returns outside this time frame will be at the discretion of Terry de Havilland. Customers are expected to meet the cost of returning items, except in the case of faulty or damaged goods (This is due to the free International Delivery we offer). We advise all customers to return any item via a traceable method, as we accept no liability for items that may become lost during transit. When returning the shoes please include your despatch note in the box. Terry de Havilland cannot accept returns for shoes that show signs of wear or if any tags have been removed. All shoes must be returned with all the original packaging. Our returns address is: STUDIO 006, HOULTS YARD, MAILING EXCHANGE, WALKER ROAD, NEWCASTLE UPON TYNE, NE6 2HL, 0191 691 0229