See frequently asked questions below for queries on product, orders, payment, delivery and returns.

Ordering

How do I place an order?

Once you’ve found the product you’d like to buy, select a size from the drop-down menu and click ‘Add To Basket’. Repeat this for any additional items you’d like to purchase.

To complete payment, click on the basket icon in the top right-hand corner or click ‘Checkout’ from the pop up once the item has been added to your basket. Confirm your selection and sizes are correct, and proceed to checkout.

You’ll then be prompted to enter your personal information, including email address, postal address, payment details and your preferred delivery method. Once this has been done and payment has been completed, you’ll receive an email to confirm that your order was successful.

Can I change my order?

Occasionally, orders can be changed. Please call us on (+44) 0333 003 8567 as soon as possible, and we’ll do our best to accommodate your request. All orders placed before 5pm are dispatched the same working day, and therefore we aren’t always able to make changes to orders. We can only make changes that do not increase the value of your order.

Can I add an item to my order?

Once payment has been processed, we’re unfortunately no longer able to add items to your order. If you’d like to purchase anything else from us, this will have to be ordered separately. If you place two separate orders on the same day and contact us to let us know (quoting both order numbers), we’ll do everything we can to make sure they’re sent out together. Any additional postage costs incurred will then be refunded to you as soon as possible.

Can I cancel my order?

We appreciate that circumstances could arise in which you may need to cancel your order. This is possible, but please be quick to request cancellation. Unfortunately, once an order has reached a certain point in the dispatch process, it can no longer be cancelled, Please email customerservice@loyaltifootwear.com or phone us on 0333 003 8567 as soon as possible, and we can try to help accommodate your request. Please note that all orders placed before 5pm will be dispatched the same working day.

Do I have to order online?

Yes, orders can only be placed online.

Can I place an order by telephone?

No. For security reasons, orders can only be taken online. If you encounter any problems when placing an order online, please get in touch with us via email or phone 0333 003 8567 and we’ll do our best to resolve the issue.

Payments

What payment methods do you accept online?

We accept the following credit cards for online orders:

  1. Maestro/UK Maestro
  2. MasterCard
  3. Visa
  4. Visa Debit/Delta
  5. Visa Electron

You can also pay for an online purchase using PayPal.

Can I pay with PayPal?

Yes, we accept payment via PayPal

You have asked me to confirm my address, why?

When you pay using PayPal, we receive a notification to advise us if the delivery address provided is confirmed on your PayPal account. If they advise us that the address provided is unconfirmed, we need to receive confirmation from you in writing to allow us to send your order. Simply reply to the email we send you to confirm that the delivery address is correct and we'll dispatch your order as soon as we can. If we don't get a reply to the email within 7 days, unfortunately we'll have to cancel your order and process a full refund.

When you pay using your credit/debit card, various checks are carried out to protect your card from fraudulent activity. The most common check is to ensure that your billing address accurately matches that held by the card issuing bank. If some of the details match, but not all, we will email the email address provided to ask you to confirm. If none of the details match, then your order will simply be cancelled and refunded and you will receive an email to confirm this.

When will the payment go out of my account?

As soon as you place your order, the payment will be taken from your account. We won’t process your order until we receive the payment.

Why has my card been charged but my order didn't go through?

Please contact us if you think this is the case, however in most circumstances we have not charged you and it is what is known as a "shadow transaction" showing on your account.

When you attempt to confirm and pay we send an authorisation to your bank/card issuer and they reserve the funds by placing a shadow transaction on your account. This ensures that you cannot spend this money elsewhere. If the payment fails or you abandon the payment, we will not request these funds and so your bank will release them back to you. This shadow transaction may remain on your account for up to 6 days and unfortunately this is completely out of our control.

What currency do you use?

All products sold on our website are currently in GBP. Orders made from outside the UK will automatically be converted to your national currency by your card provider/Pay Pal at the current exchange rate.

What is 'Verified by Visa' and MasterCard 'SecureCode'?

Verified by Visa and MasterCard SecureCode are services to help protect your card details when shopping online. They allow you to create your own password and you will be asked to use this every time you shop online with one of these cards. For more information about these services, visit Verified by Visa or MasterCard SecureCode.

Do your prices include VAT?

Yes. Any items purchased from loyaltifootwear.com are inclusive of VAT. This is a UK registered website and we have no legal obligation to offer VAT free shopping to customers outside of the EU.

Delivery

How much is delivery?

Standard home delivery is charged at £3.95. Next day delivery is charged at £4.99

With our standard delivery option you can expect to receive your goods within 2-4 working days of placing your order. The service used for our standard service also includes door to door tracking. Standard UK delivery is FREE for orders over £100.

Please note that all orders placed before 5pm will be dispatched the same working day.

Our Next Day delivery service delivers your order the following day to UK mainland addresses providing that the order is placed before 9pm Mon-Fri, or 9pm Sun. Orders placed after 9pm Friday, or on Saturday, will be despatched on Sunday. Our Next day service is not available for customers in the Scottish Highlands, Northern Ireland, Isle of Man and Isle of Wight.

Delivery to Europe is from €11.50 and from $20 to the Rest of the World.

Do you deliver to the Channel Islands?

Yes, simply select your country at checkout. Unfortunately, we can’t provide next day delivery to the Channel Islands at present.

Do you deliver overseas?

We offer international delivery, but unfortunately we can’t delivery to all countries.

We are unable to accept bulk purchases, therefore a maximum of three items are permitted per international order. For a comprehensive list of countries we deliver to, please click here. For security reasons, all international orders must be delivered to the billing address, and additional security checks may be administered. If this is the case, we will contact you by email. Failure to reply to these emails may result in your order being delayed or even cancelled.

How long will delivery take?

With our standard delivery option, you can expect to receive your goods within 2-4 working days of placing your order. With our UK Next day delivery service, orders placed before 9pm Monday to Friday will be delivered Next Day. Orders over the weekend (before 9pm on Sunday) will be delivered the following Monday (excluding Bank Holidays).

European delivery: delivered within 3-10 working days from placing your order.

Rest of World delivery: delivered within 3-10 working days from placing your order

Can I select the day I want my order delivered?

Sorry, we can’t schedule delivery for a particular day.

Can I get my order delivered on a Saturday?

Unfortunately, we can’t offer this service at present.

When will my order be dispatched?

When you place your order online, you will receive a confirmation email. When your order has been picked and dispatched, you will then receive another email confirming dispatch and providing you with your tracking number.

Which courier do you use?

All parcels are delivered via DPD.

Can I track my order?

Yes, this possible for both UK and international deliveries. Once your order has been dispatched, you’ll receive a confirmation email with a tracking number which can be used on the courier website to track the progress of your delivery.

I still haven't received my order, where is it?

If your estimated delivery timescale has passed and you still haven't received your order, please contact our team by emailing customerservice@loyaltifootwear.com or phoning (+44) 0333 003 8567. We will then investigate this for you.

I've tracked my order online with the courier and it is showing as delivered but I haven't received it, what should I do?

Please contact us immediately by emailing customerservice@loyaltifootwear.com and we will process a denial of receipt claim with the courier.

Unfortunately, we are unable to issue a refund or send a replacement order until the courier has completed their investigation.

I missed my delivery. What should I do now?

If, for any reason, you weren’t around when the courier attempted to make your delivery, they’ll leave a card to let you know.

If the courier has tried several times and is still unable to deliver your order, they will return your delivery to us. Upon receipt of the returned order, we will process a full refund. Unfortunately, we will not be able to resend your parcel to you, so a new order must be placed if you would still like the items.

Can I change my delivery address?

Once an order has been placed, we are unable to change the requested delivery address. This is a result of various security checks, including checks on the delivery address provided. Changing the delivery address would invalidate these checks.

If you’ve entered an incorrect address, please let us know via email (customerservice@loyaltifootwear.com) or phone (+44) 0333 003 8567 and we will cancel the order so that you can place another with the correct address.

Cancellations, refunds & exchanges

Can I cancel my order?

We appreciate that circumstances could arise in which you may need to cancel your order. This is possible, but please be quick to request cancellation. Unfortunately, once an order has reached a certain point in the dispatch process, it can no longer be cancelled, but if you can email (customerservice@loyaltifootwear.com) or phone us (+44) 0333 003 8567 as soon as possible, we can try to help you. Please note that all orders placed before 5pm will be dispatched the same working day.

Why has my order been cancelled?

All orders go through various security checks. If an order fails any of these, it may be cancelled. These checks are necessary to screen orders for fraud, and the most common process is to ensure that your billing address matches that which is on file at your card issuer.

In the situation that your order is cancelled, you will receive an email to inform you of the cancellation, and a full refund will be issued.

How do I return my order for a refund?

If you've paid by PayPal, credit or debit card, you can return your items to us by post, The address is:

  • Loyalti Limited,
  • Point 62,
  • Touchet Hall Rd,
  • Stakehill Industrial Estate,
  • Manchester,
  • M24 2RP
  • United Kingdom.

Simply complete the returns form included in your parcel, repackage the items you want to return and follow the instructions on the returns form.

How do I return my order for an exchange?

To exchange any item, simply fill out the exchange section of our returns form and send everything back by post, or contact our team who will be happy to help you. You can email us at (customerservice@loyaltifootwear.com) or phone us (+44) 0333 003 8567

Do I have to pay to return my order?

The cost of returning item(s) to us is £2.50. You won’t have to pay upfront return the parcel, but £2.50 will be deducted from the amount we refund to you (unless you are returning a faulty item or returning for an exchange which is free of charge). If you choose to use any other returns method, you will be liable for the full cost. Unfortunately, in the case of returns from overseas, the buyer is responsible for any charges incurred.

How long can I keep my order before returning it?

We ask you return your items to us in an unused and saleable condition within 14 days of receipt. Our full returns policy can be found here.

How long will it take to process my return?

We aim to process all returns as soon as we receive the goods back to us. However, please make sure that fill out your returns form in full before sending it back to us as this will help to avoid any delays with identifying and processing your return.

You will receive an email to confirm when your refund has been processed. Please allow up to a week for refunds to show on your account. Unfortunately, this timescale is outside of our control and dependant on the card issuing bank/PayPal. Once we have processed a refund to you we are unable to do anything to make this appear in your account any quicker.

I've lost my receipt, can I still return goods?

Your shipping notice will act as your receipt for your Loyalti web order. If you think you have lost this then we will also accept other forms of proof of purchase. For example, you could use your credit or debit card statement showing the purchase.

Unfortunately, we're unable to accept a return without some form of proof of purchase. We apologise for any inconvenience caused.

Why haven't I been refunded the whole amount?

Unfortunately, you are responsible for delivery costs incurred when returning an item. This cost will be deducted from the amount refunded to you.

Can sale/discounted items be returned?

Yes, all items can be returned for a refund within 14 days. You will be refunded the price you paid for the item.

How long will it take for you to refund me?

We aim to refund you as soon as your return has been received by us and we will email you when your refund has been processed. The money may take 3-6 working days to show in your account. Unfortunately, these timescales are dependent on your card issuing bank/PayPal and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back in to your account any quicker.

You've emailed me to say you've processed my refund, but it's not showing in my account, why?

Refunds may take 3-6 working days to show in your account. These timescales are dependent on your card issuing bank/PayPal and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back in to your account any quicker.

How do I return an order placed through one of your stockists?

If you have placed your order through one of our selected stockists then your item(s) will need to be returned directly to them following their returns policy. Please contact the stockist directly.

Product information

Can I buy Loyalti Gift Cards online?

At present, Loyalti Gift Cards are not available online.

Why can't I select the size I want?

This means that we unfortunately no longer have your size in stock.

However, we may be expecting a delivery, so please send us an email at customerservice@loyaltifootwear.com to check. In the case of reduced items, it’s very unlikely that we will be receiving a restock and only the sizes displayed will be available.

Is there any more information available on a product?

We do everything we can to tell you all you need to know about our products. If there’s something you want to know about a particular product that isn’t show, please contact us via email at customerservice@loyaltifootwear.com or phone 0333 003 8567 and we’ll do our best to help.

Are the sizes shown UK or US sizes?

All products on the website are shown in UK sizes. Size guides are specific to each brand and are detailed on each product page. These should help you to choose the size you want and will also help you to convert our UK sizes in to the equivalent US and EU sizes if required.

Feel free to contact us via email at customerservice@loyaltifootwear.com or phone 0333 003 8567 if you have any questions about sizing and we’ll do our best to help.

I placed my order and now the item I bought is in the sale, can you refund the difference?

We are unable to let you know in advance if a product is about to be reduced or reimburse you the difference after you have already placed your order.

Faulty and missing items

What should I do if the item I received is faulty?

If you think the item you received is faulty please get in touch with us via email at customerservice@loyaltifootwear.com or phone 0333 003 8567 and we’ll do our best to help.

Part of my order is missing, will it get sent separately?

On rare occasions we are unable to send all of your order.

This is usually because we have checked the item you have ordered and found it to be faulty or if we have had an issue with stock availability. If for any reason we are unable to send all items on your order, we will email you to let you know and issue a full refund for those items. It is rare that we send items separately and we would normally notify you if this was the case.

You've sent me the wrong items/size, how can I get the right item?

Get in touch via email customerservice@loyaltifootwear.com or phone 0333 003 8567 and we’ll advise you what to do. You should find some handwritten initials on the shipment notice received in your parcel, please let us know what these are as they will help us to identify the member of staff responsible for picking and checking your parcel.

Please be assured that if you incur any additional postage costs as a result of our mistake then we will reimburse you. As we don't store credit or debit card details for security purposes, we may need to contact you to get card details from you.

Technical problems

I've forgotten my password

If you've forgotten your password, you can request a new one by clicking on the 'forgot your password' link at login. A new password should be sent to your email within a few minutes. If you don't receive it, please try checking your spam/junk folders in case it has been caught by your spam filters. If you still can't find it and you're sure you gave us the correct email address, then please contact us via email customerservice@loyaltifootwear.com or phone 0333 003 8567 and we’ll do our best to help you.

I've requested a new password but haven't got it yet

A new password should only take a few minutes to arrive after it has been requested. If you haven't had it yet, try checking your junk mail in case it has been caught by your spam filters. If you still can't find it and you're sure you gave us the correct email address, then please contact us via email customerservice@loyaltifootwear.com or phone 0333 003 8567 and we’ll do our best to help you.

I can't checkout, is there a problem with your website?

If you added your items to your basket on an earlier visit to our website and the sizes you require are no longer available, the 'proceed to payment' button will not be visible and you will not be able to proceed through checkout. Please empty your basket and start your purchase again.

If the items are still available on the website and you are still unable to checkout, please contact us via email customerservice@loyaltifootwear.com or phone 0333 003 8567 and we’ll do our best to help you. If possible, please also let us know details of the browser you are using.

Why doesn't my discount code work?

This is probably because the items you have purchased are already reduced in our sale. The following Terms and Conditions apply to all promotion codes or discount code offers (including Student Discount).

  1. Discount Codes and offers are valid on full price items only
  2. Offers exclude all Gift Cards and any 'Exclusive Web Price' products
  3. To take advantage of an offer, the relevant Promotion Code must be entered at the checkout
  4. No cash or any other alternative will be given
  5. The discount codes cannot be used in conjunction with any other offer
  6. Refunds on any item(s) purchased using a discount code will be less the discount obtained
  7. Your statutory rights as a consumer are not affected
  8. Loyalti cannot be held responsible for third party websites failing to list voucher codes terms and conditions.

If your order meets all these requirements and the discount code still hasn't worked then the likelihood is that your discount code has expired and is no longer valid.