How can we help?
Want to return an item or enquire about bulk order discounts? All these questions and more answered below
Accounts & Payments
Will I receive an invoice?
You will receive a printed VAT invoice with your purchase. If this is not the case for whatever reason, or, you require a copy please email us at firstname.lastname@example.org requesting a duplicate.
What payment methods do you accept?
The easiest way to pay for an item is via paypal. If you dont have a paypal account, it is also possible to pay by card via the paypal link. We also accept BACs payments for orders. If you would like to pay via this method, please email us with you order requirements - product/size/qty and your personal details - billing address/shipping address/email and phone number and we will set up a manual order and send you a pro-forma invoice for payment including bank details for payment.
I havn’t received my order?
Please refer to the delivery and processing times to ensure you have allowed enough time in your delivery due date expectation. If you have been sent a tracking number please use this to track the delivery. If tracking is showing as "delivered" but you are not aware that it has been, then please check in locations where the courier may have left the item. eg in a porch, behind a gate, with a neighbour. Since the outbreak of COVID-19 its is now common practice for couriers not to wait for signatures. After trying both of these then please email us and we will look into and resolve!
My delivery is later than promised?
Apologies that you have received your item later than expected 🙁 Whilst every reasonable effort shall be made to keep to a delivery date Surestep Footwear shall not be liable for any losses, costs, damages or expenses incurred by the customer or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date. However, if you have paid for a premium delivery postage time and the delivery target was not achieved on the first postage attempt (couriers will make 2 attempts), we will reimburse the premium paid at checkout for that service. Exclusions - we shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control egs. Postal strikes or freak weather events such as heavy snow or flooding. Please also refer to our stated processing and delivery times.
Ive received the wrong item
Firstly...Apologies!! We are continually striving to improve our order fulfillment process to make it as error free as possible, however, we are human and errors are made from time to time. So in the unlikely event that this happens:
- please email us stating the problem
- please post the incorrect item back to us using the most economical method
- we will send out the correct item on receipt and refund your return postage.
How do I report an error in a product description or image?
Whilst we endeavour to keep the content of the site as up to date and accurate as possible we welcome any feedback on potential errors in any text or imagery displayed on the website. Please report to email@example.com
Can you give discounts for bulk orders?
We are more than happy to discuss discounts for B2B bulk order discounts. The amount of discount will depend on the product, destination and quantities. Please enquire at firstname.lastname@example.org
I am not getting any reply to my email
We guarantee to reply to every email within 1 working day. If you have not received a reply within this time please first check your SPAM, JUNK or quarantine folders. In the unlikely event we havnt responded within 1 working day, you could send a follow-up email, or, if your enquiry is more urgent then try calling us 01633 876208
Do your product prices include VAT?
Dragon Direct Ltd T/A Surestep Footwear is GB registered for VAT (GB 306 1935 19). All of our products are advertised including VAT at the applicable rate (unless explicitly stated). Some safety related items (such as safety boots, children's size footwear, children's size high visibilty clothing) are zero rated and therefore incur no VAT. Any shipping charges incur VAT.