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Frequent Asked Questions (FAQ)

Can I specify a delivery time?

When your order leaves our warehouse you will get an e-mail confirming that and giving you a tracking number.  If you log onto that tracking number you will get a delivery date (the next day for orders placed before 2pm)* and on that date you can log on again and get a one hour time slot.  For those who leave a mobile number you will get a text from the couriers confirming delivery with an option to change the date.

*Outside of the UK and Highlands and Islands will take a little longer.

Estimated Time of Arrival - ETA?

Deliveries are next working day (Monday-Friday) for all orders placed before 2pm. For orders placed after this time, please allow an additional working day.

How secure are my credit card details when ordering online?

Very secure! Terrafootwear.co.uk is committed to providing you with a secure online shopping experience. We are always striving to keep up to date with the latest technology and security protocols. You will see a padlock symbol at the bottom of your browser window when the browser is in secure mode. This will happen after you click Pay by Credit Card on the Checkout page, taking you to the Sage Pay Secure Server to make payment. Once here you may enter your card details in safety.

What if the footwear I ordered doesn't fit me?

Shoe sizing needs to be carefully considered to save you having to make a return to us. We do not supply ½ sizes so please consider this carefully and always go up a size. If in any doubt, please contact Customer Services on 01773 514746.

I have seen a product in your catalogue but not on your web site. What is the situation with this product?

The product may be temporarily out of stock or not currently listed for some other reason - we may be awaiting the arrival of the product from our supplier for example. You could try using our search option, which is available on every page of the site. This will search for the specific product you require. If in difficulty, please do not hesitate to contact Customer Services on 01773 514746. We're here to help.

What should I do if there is a problem with my order?

In the unlikely event of problems, please contact Customer Services on 01773 514746.

What is the procedure if I need to return an item?

Please call our dedicated Customer Services Department on 01773 514746. Our team will be happy to discuss your options with you.

How can I pay?

We accept all types of personal and business debit and credit cards from Visa, MasterCard and American Express, as well as other cards such as Maestro, Electron, Solo, Switch and Delta, If you prefer you can also pay using your PayPal account.

What does CE mean?

CE – All PPE should carry the CE Mark appearing in the form of the letters “CE” which is an abbreviation for Conformité Européenne (French for European Conformity). Any product bearing the CE mark conforms to all current requirements and other applicable provisions imposed upon it by European legislation, and that the product has been subject to the appropriate conformity assessment procedure(s). Further detailed information can be found via the Department of Trade and Industry (DTI), see link below:


What happens if I order a Christmas present and need to return it?

Allowances are made over the holiday period for returns; this will be extended to the second week in January.