FAQ’s – old

Customer Services

How do I order?

Just visit the online 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 Stripe, Paypal & Klarna which are all secure payment sites 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 [email protected] 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.

What size should I order?

Most of our styles come up true to size so we recommend ordering your usual size unless advised otherwise on the product’s page. If you are in between sizes, we suggest opting for the half size up.

If you have any further questions about sizing or require any measurements please contact us at [email protected]

Do you have a store?

Currently we are exclusively selling directly through our website so we are not stocked anywhere apart from here at terrydehavilland.com.

Do you have an email newsletter?

Yes! Subscribe to our mailing list to receive all the latest news in the world of TDH, limited access to new collections & our biannual Sample Sale, as well as exclusive promotions.

The item I want is out of stock. What do I do?

If the item you’re after is out of stock, please click your size and subscribe with your email address so you are alerted when it arrives back in stock.

Please note that here at TDH we only tend to re-stock a few styles. Some styles we will only stock for a limited period of time so once they’re gone, they’re gone! Drop us an email at [email protected] to see if the style you are after will be returning.

Do you have a sale?

From time to time we have sample sales and other exclusive promotions. We suggest signing up to our mailing list in order to access these promotions first and be up to date with all the latest TDH news.

How do I contact your Press Team?

Please email us at [email protected] for any PR enquiries.

Delivery

How long does delivery take?

All UK orders made before 1pm will arrive the next working day.

International orders vary in time.

How much does it cost to send my order?

For orders over £250 UK next day shipping is free. For other countries we will advise you of the shipping costs at checkout. All orders are insured in transit until you sign for them.

Where do you ship to?

We ok will ship anywhere in the world! We can ship to the following countries on a Delivery duty paid basis. • European Union • United States • Australia If you wish to to ship to a Delivery duty unpaid country then please drop us an email at [email protected] and we will advise you further.

Returns

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 [email protected] 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.

Please email [email protected] with your order number, name & reason for your return. You will then receive an automated response from DHL with your return label attached. Please attach this to the carton and drop it off at your local DHL drop off point. If you require us to arrange a courier to come and collect from your address, please include this in your email.

Can I Exchange my Order?

Of course you can! Just drop us an email at [email protected] stating your order number and the style and size you wish to exchange your order for. We will then reserve the pair for you and once we receive your return, we will send out your exchange for you.

How do I return a faulty item?

If you have a faulty item then email [email protected] 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.

Klarna

Pay later in 3 interest-free instalments

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Pay later in 30 days

Please click here to read the FAQ’s for Pay later in 3 interest-free instalments.