Frequently Asked Questions
Ordering & Payment
Although your items will be kept in your basket for a period of time we won’t hold the stock for you. Once you have paid the item you have purchased will be taken out of stock.
Our goal is to expedite your order as quickly as possible; therefore, once your order is placed it cannot be cancelled or changed. You may always return the item once you receive it, please see details in regards to returns
We currently accept the following methods of payment: Visa, MasterCard, American Express, Discover and PayPal.
Yes, once your order has been placed and it’s confirmed, an e-mail will be sent to your registered e-mail address containing all details of your order.
We are very sorry that the item you need is out of stock. When you try to select the size you need, if the item is out of stock, you will see a link to “Notify me when available”.
This will bring you to our sign-in page where you can sign-in or create an account. As soon as we get more inventory of the item, we will email to let you know!
Our item will be held for a short period of time, however, confirmation is only confirmed through payment.
Shipping & Delivery
We offer our customers standard 5 day delivery anywhere in the U.K. Mon-Fri
(All orders must be placed by 2pm for same day dispatch Mon-Fri).
Worldwide Fully Tracked Delivery (7-10 business days)
*Please allow some extra time for EU and ROW deliveries.
*Please be aware for deliveries outside of the U.K. you may be subject to certain import rules, customs procedures and charges which will all be your sole responsibility.
Yes. We offer free tracking with our shipping so you will know it’s on it’s way to you. If you have any problems then you can always contact us.
To help get your items to you as quickly as possible, some purchased items may ship separately from one another. You will not be charged additional shipping fees on items that ship separately.
The time it takes for you to receive your order will depend on your location, the item(s) ordered, and the shipping speed you selected. All shipments take place in two stages: processing and transit.
Processing
Processing and packing times are estimated 24-48 hours. This excludes orders placed on the weekend.
Transit
- Economy delivery service 4-8 business days
- Standard delivery service 2-6 business days
- Express delivery service 2-4 business days
- Overnight delivery service 1-3 business days
Time frames are dependent upon order date and your location.
Returns & Exchanges
If for any reason, you are not satisfied with the products you received from us, you can return them to us and, we will credit your order. TDE does offer exchanges. (See our returns page).
Merchandise must be returned in its original unworn condition and received 30 (reduce time scale)WITHIN DAYS OF ORIGINAL PURCHASE (invoice date). Orders returned beyond this time period will not be accepted. TDE reserves the right to refuse worn or damaged merchandise.
Pack the merchandise in its original packaging or appropriate carton. Enclose the completed packing slip found on the back of the original invoice.
Complete the enclosed return form.
A credit for the value of the returned merchandise will appear on the original credit card used to purchase the item(s).
You can return your items to the following address: Through Different Eyes, PO Box 170, Liverpool, L9 7WL
Please allow two weeks for your return to be processed. You will receive an email to confirm a successful return. A credit should appear on your credit card, or original method of payment, within Five business days from confirmation of receiving your return.
Yes. We offer free tracking with our shipping so you will know it’s on it’s way to you. If you have any problems then you can always contact us.
We are sorry you are experiencing an issue with your product! To help expedite your concern, please see the general guidelines below to help determine if your product will be considered defective by our review team.
Definition of a defective product:
A Defective Product is an imperfection in a product that has a manufacturing or design defect
Examples of what is not considered defective:
- Worn stitching, worn soles or frayed webbing due to normal wear
- Damage that is a result from misuse, normal wear and tear or damage occurred during storage
- Broken or damaged laces, lace retention devices and worn soles
- Product acquired from aftermarket sources such as online auction sites, liquidators, consignment shops, private sellers and salesman samples
- Improper fit. Fit is the responsibility of the owner and should be assured within return window
- Comfort issues
Contact
If none of the questions in our FAQ can help you then please contact us by email: customersupport@throughdifferenteyes.co.uk
Alternatively you can write to us at the following address: Through Different Eyes, PO Box 170, Liverpool, L9 7WL