Frequently Asked Questions
Order Information
Q. Can I add to my order once I have placed it?
A. No, once your order has been placed, whether it be by phone, fax or web site it cannot be added to as the order is processed immediately.
Q. Can I track my order?
A. You cannot track your order at the moment, but we are looking at linking into carrier systems to enable you to do so.
Q. Some of the items on my order where out of stock - will I be charged for delivery?
A. Provided your order meets the minimum "small order charge" requirements so as not to invoke the "small order charge" there will be no further charges if an item is out of stock and sent to you once back in stock.
Q. If any of my items were out of stock will they be kept on back order?
A. Items are generally kept on back order unless you specifically request us not to keep them on back order.
Q. I placed an order but it has not arrived how do I find out where it is?
A. You may ring customer services on +44 (0) 1933 359217 between 9.00am - 4.45pm Monday - Friday or e mail enquiry@dbshoes.co.uk to find out the whereabouts of your order.
Q. I do not know what size my customer needs - can I order a pair and send them back if not suitable?
A. If you are one of our standard retailers you are not able to send shoes back once they have been ordered. Gold star retailers are able to send customer specials back within 2 months of purchase if they prove not to be suitable.
Q. What is the minimum order for free delivery?
A. Currently the minimum is 10 pairs for free delivery within the UK or Ireland. This is subject to change without notice at any time.
Q. How long will my delivery take to come?
A. We aim to despatch your order, provided your account is within our mutually agreed terms at the latest the day following the day of your order. The goods are placed on a 48 hour service. You should therefore receive your in stock order 3-4 days after placing the order with ourselves.
Q. Do I use the name or number of the shoe when ordering?
A. It is best to quote the number eg "78007A" as that is a unique reference containing the style name, fitting and colour. If you wish to use the name of the shoe please also state the fitting and colour required. Please quote the size and quantity required after giving the above.
Returns Information
Q. I have damaged or faulty goods - what should I do?
A. Please complete the "returns form" fully which can be found in the "MY ACCOUNT" section of the web site.
Q. I have decided that I do not want some items, am I able to return them?
A. No, you have placed your order and we have delivered in good faith shoes cannot be returned. We do not operate a "sale or return" policy.
Q. What is your returns policy and how do I arrange return of the goods?
A. Please look under "MY ACCOUNT" - "RETURNING SHOES" to see our policy on returning footwear. Please fill in the returns form within this section and return with your goods. Failure to complete and send the returns form may mean a delay in processing your request.
Q. How long will it take to get returns credited to my account?
A. We endeavour to process returns as quickly as possible. Provided there are no issues with the paperwork we hope to have processed returns with 3-4 days of receipt. Please ensure correct paperwork is sent as this speeds up the process. A returns form can be downloaded from the web site.
Accounts Information
Q. I have not received some of the invoices on my statement - what should I do?
A. If you are missing any invoices please contact the accounts team on +44 (0) 1933 359217 between 9.00am - 4.30pm Monday - Friday or email accounts-team@dbshoes.co.uk requesting copy invoices to be sent.
Q. Who do I contact regarding accounts?
A. Please contact the accounts team on +44 (0)1933 359217 between the hours of 9.00am - 4.30pm Monday - Friday or e mail accounts-team@dbshoes.co.uk
Q. How can I pay my account?
A. Please pay your account ideally using BACS transfer. Please e mail the accounts team, accounts-team@dbshoes.co.uk with a remittance advice advising the invoices that you are paying. Alternatively please send a cheque and remittance to DB Shoes Ltd., Irchester Road, Rushden, Northants NN10 9XF, UK. It is important that we receive a remittance advice with each payment, as not doing so means that we cannot allocate your monies correctly which may mean a delay in receiving your orders as your account may have to be placed on hold whilst we resolve the matter with yourself. Please note that if paying by cheque we need to have presented the cheque to the bank and received cleared funds before releasing further orders if our mutually agreed credit terms have been broken.
Q. How do I change my delivery address?
A. You can "edit" your delivery address by going to "MY ACCOUNT" - "MY ADDRESSES" and edit the details from there. The change will not be automatic. You are sending an e mail to our customer services who will look into making the changes and contact you if any "new account" forms have to be signed as a result of the changes being requested.
Q. How do I change my details?
A. You can change your contact details by going into "MY ACCOUNT" and "MY CONTACT DETAILS" and editing from there. The change will not be automatic. You are sending an e mail to our customer services who will look into making the changes and contact you if any "new account" forms have to be signed as a result of the changes being requested.
Q. How do I get a price list or catalogues?
A. A current price list can be down loaded under "SUPPORT" - "DOWN LOAD CURRENT PRICE LIST". Catalogues can be ordered through "SUPPORT" - "REQUEST CATALOGUES".
Q. Where do I find your terms and conditions?
A. Our terms and conditions of trade can be found under "TERMS AND CONDITIONS OF TRADE" section at the bottom of the page on the web site.
Q. How can I check what I owe?
A. A statement is viewable under "MY ACCOUNT - View my statement". This will give a reasonably up to date position but may not take into account your very latest payments as this may take up to 48 hours upon receipt to show on the web site. For an accurate position please contact the accounts team by e mail accounts-team@dbshoes.co.uk or by telephone +44 (0) 1933 359217 Monday - Friday 9.00am - 4.30pm.
Q. How up to date is my statement?
A. Your on line statement may not possibly show your latest payments. It may take up to 2 working days to see an updated position. The latest statement is placed on the web site each night for you to view.
Q. Will I get a statement at the end of the month?
A. Statements are sent out each month by e-mail.
Q. What is my credit limit?
A. Please contact the accounts team on +44 (0)1933 359217 between the hours of 9.00am - 4.30pm Monday - Friday or e mail accounts-team@dbshoes.co.uk who will advise you of your current credit limit.
Q. I have payment issues. Who do I contact?
A. Please contact the accounts team on +44 (0)1933 359217 between the hours of 9.00am - 4.30pm Monday - Friday or e mail accounts-team@dbshoes.co.uk and discuss the matter with them.
Q. Who do I need to contact to close my account?
A. Please contact the accounts team on +44 (0)1933 359217 between the hours of 9.00am - 4.30pm Monday - Friday or e mail accounts-team@dbshoes.co.uk
Contact Enquiries
Q. I would like to speak to a sales representative - where do I find their email/phone number?
A. Your sales representative's contact details can be found on the web site under "MY ACCOUNT".
Q. What are the office opening hours?
A. Customer services are open from 9.00am - 4.45pm Monday - Friday and can be contacted on + 44 (0) 1933 359217 or enquiry@dbshoes.co.uk .The accounts team is available to take your query between the hours of 9.00am - 4.30pm Monday - Friday and can be contacted on +44 (0) 1933 359217 or accounts-team@dbshoes.co.uk.
Q. Who do I contact if I have a complaint?
A. In the first instance please contact your representative who will look into your complaint and decide on appropriate further action.
Q. I want to use different e mail addresses for order confirmation, invoices and statements?
A. Please use the "CONTACT US" section of the web site or e mail us directly with your request and we shall set up e mail addresses to receive the various types of correspondence.
Promotional Material Queries
Q. Where can I upload images?
A. Images can be copied by selecting the image that you require and "right clicking" to copy and paste. Please note that the images are the property of DB Shoes Ltd and can only be used as agreed in the "use of images" agreement.
Q. Where can I order point of sale?
A. Point of sale can be found under "SUPPORT".
General Queries
Q. How do I know which shoes are made in the UK?
A. Within the catalogue look for the shoes with the "Union flag" logo and made in England. The UK made shoes have "made in England" moulded into the sole.
Q. How do I give positive feedback?
A. Please contact your representative and tell them the good news!
Q. How do I deal with my customers' faulty complaints?
A. When your customer buys a pair of shoes from you a "contract" is formed between your customer and yourself. Any dispute arising out of that contract has to be resolved between yourself and your customer. The issue cannot be passed onto DB Shoes Ltd for resolution (there has been a change in the law in this respect). Once the issue has been resolved with your customer the shoes can be returned to DB Shoes using our returns procedure.