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Faq Frequently Asked Questions

Shopping

  • When your order has been picked and packed you will receive an email with your tracking information. You can track the progress of your shipment through the link you receive.

  • If you want to cancel an order before it is shipped then please e-mail us and we will do this for you. We do pick and pack the orders quite quickly so please make sure you contact us as soon as possible.

  • Yes. All payments are handled by 3rd party payment sites including Stripe, Paypal & Klarna. These are all secure payment sites and we do not hold any credit card details.

  • If you wish to enquire about an order or just have a question then please contact us by clicking here.

     

    Please quote any order 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.

  • Most of our styles come up true to size so we recommend ordering your usual size unless advised otherwise on the product’s description. 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 here.

  • Currently we are selling almost all the TDH collection directly through our website. We do however occasionally have pop up stores and collaborations with retailers so please contact us here to get any information on the latest TDH news.

  • 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 once a style is sold out we do not tend to re-stock it. The ICONS collection are the only styles that are regularly re-stocked, every other style is limited quantities & for a limited period of time so once they’re gone, they’re gone!

     

    Contact us here to see if the style you are after will be returning.

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

     

    Enter your email address in our footer to subscribe to our VIP mailing list.

  • Unfortunately at the moment we do not do half sizes. If however you are in between sizes we suggest taking half a size up. We do find that this works for a majority of our customers.

  • Occasionally we offer some products for pre-order so please look out for this on certain products.

     

    The predicted dispatch date for pre-orders will appear on the products page when you are about to place an order.

     

    Our team will update you if there are any delay’s with the pre-order. If the order will no longer arrive in time for you, you can of course cancel your order by contacting us.

Delivery

  • We do our utmost to ensure all UK orders made before 1pm will arrive the next working day. There may be a few circumstances where we experience slight delays but our customer team will notify you if there is a delay.

     

    International orders vary in time but we aim to deliver all worldwide orders within a maximum 7 days from your order date. More precise shipping estimates are below for a few regions.

     

    USA – 2-4 days

    Ireland – 1-2 days

    Rest of EU – 2-5 days

    Australia – 3-7 days

    Rest of World – 2-7days

  • Destination

    Orders under £250

    Orders over £250

    UK – NEXT DAY

    £7.50

    FREE

    EUROPE – 2-5 DAYS

    €29.00

    FREE

    USA – 2-4 DAYS

    $30.00

    FREE

    AUSTRALIA 3-7 DAYS

    AU$50.00

    AU$50.00

    REST OF WORLD 2-7 DAYS

    Calculated at checkout

    Calculated at checkout

     

    Almost all International destinations with be delivered duties paid. These duties are included in the price of the style and paid before shipping so you will have no extra charges on delivery.

     

    Should you be delivering to an area where Delivery Duty paid is not possible, you will be notified at checkout.

     

    Please make sure you have selected the correct shipping location in order to view the correct pricing and shipping costs for your delivery address.

     

  • We can ship to anywhere in the world!

     

    We can currently ship to almost anywhere on a Delivery duty paid basis.

     

     

Returns

  • If your goods have been  received and you wish to return your order please notify us within 14 days of receiving the order. You then have a further 14 days to return the goods to us. Returns outside this time frame will be at the discretion of Terry de Havilland.

     

    Please email [email protected] with your order number, name & style you wish to return. You will then receive your DHL return label via email. Please print & attach this to the carton and drop it off at your local DHL drop off point. Your nearest DHL drop off point can be found at https://locator.dhl.com/.

     

    If you require a courier to come and collect your return, please arrange this through DHL – here (this is only possible for some addresses and regions).

     

    UK orders are eligible for free returns but all international returns will have the shipping cost deducted from their refund. The negotiated DHL shipping rates are:

     

    UK – Free

    Europe – €25

    USA – $25

    Australia – AU$50

    Rest of World – Calculated based on shipping rate (£20-£30)

  • We currently only offer exchanges on UK orders and these are free of charge.

     

    *Each order can only be exchanged once for a product of the same value only. So if you wish to purchase a style which is a different value we recommend beginning a returns process (see returns section) and placing a new order.

     

    For international orders, we recommend that you begin the returns process for your order and purchase a new size. If however your order is faulty we can of course send a replacement pair free of charge.

     

    If you fit the criteria for an exchange please contact us here stating your order number and the 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.

  • We photograph and check all orders to make sure your order is in perfect condition. However if you do receive a faulty product then please contact us here  quoting your order number and details of the fault. We recommend attaching any photos so our team can easily see the issue.

    We will provide you with a free returns label. All items returned as faulty will be inspected. If possible we may repair the shoes and if not we can exchange them for you. Any items deemed subject to fair wear and tear will not be accepted.

     

    Any orders deemed faulty will not incur shipping costs to exchange the product.

Other

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

    Subscribe to our mailing list in the footer or through the pop up.

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

  • Sole – When you are happy with your new pair of TDH’s please remove the protective plastic covering on the sole. We put these on to protect the shoes in transit and to allow you to try them on at home.

     

    Most of our heels and boots have high quality leather soles so they are susceptible to dirt and damp conditions. We recommend that you wipe down the sole after each use and should it come into contact with water we suggest using a soft dry cloth to help prevent the formation of stains. You can also lightly sand the leather sole if areas become marked. We only suggest you do this as a last resort.

     

    Upper – We use a lot of stand out, unique metallic and printed leathers which require a lot of time and care to manufacture and cut into a TDH silhouette. To avoid damage to them, please avoid contact with abrasive surfaces. Due to the metallic finish on a lot of our shoes scuff marks may be more visible so please take extra care when strutting around in your TDH heels.

    If the upper does get dirty we suggest softly using a damp cloth on patent and metallic leathers/materials to remove any dirt.

    For suede leather, please do not use water to clean it but lightly use a rubber suede brush to get out any dirt.

     

    Because of the daring leathers we use please note that occasionally some leathers will have modest natural anomalies which is perfectly normal. Every pair of TDH shoes will differ very slightly making them unique to each TDH owner.

     

    If you have any further questions about care for your TDH’s then please contact us here.

     

    We want your TDH shoes to last a lifetime so we are happy to help and offer repair solutions should you need assistance.

  • We advise keeping the shoes in the original shoe box with the original interior packaging  and storing them away from areas of damp, strong light and heat fluctuations.

     

  • All our shoes are made in Spain using the highest quality leathers, materials & fabrics.

     

    We only source materials from the best approved leather & fabric traders.

Klarna

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

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