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Delivery & returns
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At Terra Plana we want
to provide you with a hassle-free shopping
experience. |
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Delivery to the USA - sent from USA
Shipping within the USA via UPS Ground 2-5
business day service is calculated by the following
options relating to the order contents:
| UPS Ground |
Shoes / Clothing |
Small Items |
| 1st Item |
$12.00 |
$8.00 |
| Additional Items |
$8.00 |
$2.00 |
For example: A pair of Shoes and Trip Clips will cost $14 for
delivery. This comprises $12.00 for the shoes and then an additional
$2.00 for the Trip Clip, which is classed as a small item.
2 pairs of shoes would require shipping of $20.00 - $12.00
for the 1st pair, $8.00 for the 2nd.
Shipping within the USA via UPS 2nd Day Air service is calculated by the following
options relating to the order contents
| UPS Ground |
Shoes / Clothing |
Small Items |
| 1st Item |
$20.00 |
$12.00 |
| Additional Items |
$10.00 |
$4.00 |
For example: A pair of Shoes and Trip Clips will cost $24 for
delivery. This comprises $20.00 for the shoes and then an additional
$4.00 for the Trip Clip, which is classed as a small item.
2 pairs of shoes would require shipping of $30.00 - $20.00
for the 1st pair, $10.00 for the 2nd.
Delivery to Canada, South America and Mexico - sent from USA
Items shipped Canada, South America and Mexico will be sent
via USPS Priority Mail International 7-10 business day service.
Shipping is calculated by the following options relating to
the order contents:
| USPS Priority
Mail |
Shoes / Clothing |
Small Items |
| 1st Item |
$20.00 |
$8.00 |
| Additional Items |
$12.00 |
$4.00 |
For example: A pair of Shoes and Trip Clips will cost $24 for
delivery. This comprises $20.00 for the shoes and then an additional
$4.00 for the Trip Clip, which is classed as a small item.
2 pairs of shoes would require shipping of $32.00 - $20.00
for the 1st pair, $12.00 for the 2nd.
Shipping Liability:
Terra Plana ships all domestic orders via the United Postal
Service (UPS) and all international orders via United State
Postal Service (USPS). All domestic orders sent via UPS will
be issued their order tracking number. International orders
are not issued a tracking number unless customer requests
for insurance and delivery confirmation. If that request
is made before order is dispatched a tracking number will
be issued. Terra Plana is not liable for items lost, stolen
or damaged in the mail and upon delivery of merchandise to
the carrier, you will assume the risk of loss and title for
the merchandise. You are responsible for any additional shipping
charges and fees incurred from customs clearance including
any duties and additional taxes.
Any other International Destination -
sent from UK
Parcelforce International Scheduled
- £20
Delivery to the UK - sent
from UK
With our great Shipping offer
you will receive free shipping on your second
and any additional items contained within
your order. That means one flat rate of delivery
whether you order one pair of shoes or 10.
So there is no excuse to hold back!
Parcelforce
48 - £5
We aim to despatch your order within 24 hours of receipt (we
do not despatch at weekends or bank holidays). Delivery usually
takes 2 working days to UK destinations. Deliveries are not
made on Saturdays, Sundays or Bank Holidays.
Parcelforce 24 - £10
We aim for same day despatch on orders placed before midday
Monday to Friday to UK destinations.
Orders placed from Monday to Thursday should be delivered the
next working day.
Orders placed between midday on Thursday and midday on Friday
should be delivered on the following Monday.
Orders placed after midday on Friday, on Saturday or on Sunday
will be despatched on the following Monday and should be delivered
on the Tuesday.
If you are in the armed forces and require goods to be sent
to a BFPO address this is charged at standard UK rate regardless
of the destination – delivery times may vary.
For Channel Islands and EIRE we charge a flat rate of £10.
Elsewhere in Europe - sent from UK
With our great Shipping offer you will
receive free shipping on your second and any additional items
contained within your order. That means one flat rate of delivery
whether you order one pair of shoes or 10. So there is no excuse
to hold back!
Parcelforce Euro 48 - £15
We aim to despatch your order within 24 hours of receipt (we
do not despatch at weekends or bank holidays). Delivery usually
takes 2 to 5 working days from the point of despatch. Deliveries
are not made on Saturdays, Sundays or Bank Holidays.
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USA / Canada, South America and Mexico
Returns Policy
If for any reason you are not completely satisfied upon receiving
your order, you have 30 days to return your shoes. You can
send a return request by e-mail, telephone or post to:
E-mail: claire@terraplana.com
Tel.: +1 212 274-9000
Address: 260 Elizabeth Street, New York, NY, 10012, USA
We will be happy to offer you a refund or exchange.
In order to return or exchange you should verify that your
order complies with the following:
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the shoes must be
sent back in the same condition in
which they were received. In the case
you no longer have the original packaging
it should be substituted by one of
the same size. |
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the shoes must be
delivered to the return address given
(written on packaging) within 30 days
from the date sent with your name,
address, contact number, receipt number
and whether you would like a refund
or exchange (please state what style,
size or colour you would like to exchange
for). |
If these conditions are met, Terra Plana
will refund the cost of the goods except
the initial delivery cost. Should you wish
to exchange for a style of a lower price,
Terra Plana will refund the difference.
Should you wish to exchange for a style
of a higher price, you will need to pay
the difference. If it is an exchange of
size, model or colour, the second S&H
charge will be free. Once we have received
a return we will refund you the total amount
of the cost using the original method of
payment, minus the postage charges. If
the return or exchange takes place due
to a manufacturing fault or quality defect
by Terra Plana, the total amount of the
shoes will be refunded.
Please note it may take up to a week to process a refund
or exchange. In the case of authorised returns, the amount
paid will be refunded.
How to return your order
Should you need to return an item, please follow the instructions
below. If you have any questions or need assistance, please
call us Monday to Friday from 11 am to 7 pm Est.
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Detach the return
form, keeping the order summary for
your own records. |
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Complete both sides
of the returns form; this will ensure
that your return is processed quickly
and efficiently. |
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Detach the pre-printed
return address label and tape to the
front of the parcel, making sure you
enclose the returns form with the goods. |
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Take the parcel to
the Post Office and request First Class
delivery for items under 3lbs and the
Standard Parcel Delivery Service for
parcels over 3 lbs, ensuring you take
out the extra compensation option and
obtaining a certificate of posting,
available free on request from any
post office. This will ensure you are
compensated in full should your parcel
go missing. |
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Please note that
return postage is only refunded if
goods are faulty or incorrectly sent,
or for an unacceptable alternative. |
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If you choose to
exchange an item, we will not charge
the usual delivery charge for shipping
the item back to you. |
Order Cancellation Policy
If upon cancelling an order after it has been processed and/or dispatched a restocking
fee will be charged. This fee will be the shipping amount of your order transaction
resulting in only the items being refunded.
Refunds will not be issued until all merchandise is received back into the store.
Terra Plana is not liable for any lost, stolen or damaged items in the mail.
UK / Europe Returns Policy
Here at Terraplana we offer a 28 day returns policy, so if
you are not entirely happy with your purchase you can return
the item unworn in its original packaging. This does not affect
your Statutory Rights. You are required to pay to the carriage
to return the goods to us but if you ask for an exchange we
will pay to post any goods we send back out to you. You will
be refunded the full amount for the goods (postage and packing
will not be refunded).
There are two main ways to return goods to us;
Return using our Parcelforce Home Collection Service * – this
option provides you with a cost effective and efficient service.
The cost of this service is £5.00 – this
amount will be deducted from your refund or charged to the
card used to pay for any items requested in exchange. Simply
call us on 01458 449081 and one of our friendly customer advisors
will be happy to arrange a collection. We can offer collections
from an alternative address and you can specify the day of
the collection. This is an insured service. * This is a UK only service.
Return via Royal Mail Recorded Delivery * – this
option requires you to re-pack your goods and take them to
your local Post Office where you will need to request to
send the goods back using the relevant service . You will
find a peel-off label with our address on the top right hand
side of your despatch note. * This is a UK only service.
Whichever option you choose – don’t forget to include your returns
form so we know who the parcel is from!
If you have any queries please call us on 01458 449081 and one of our helpful
team will be happy to advise you. You can also e-mail tpreturns@footshopltd.co.uk.
Once we are in receipt of the goods we aim to process all refunds and exchanges
within 48 hours.
If you think the goods you have received are faulty or if you have been sent
the wrong item, please call our Returns Team on 01458 449081 (Monday to Friday
from 8.30am to 4.30pm) or email tpreturns@footshopltd.co.uk.
In these circumstances we will arrange a free of charge collection for replacement
goods to be resent where appropriate.
If you have any questions at all about returning goods please contact our Returns
Team on 01458 449081 or by email tpreturns@footshopltd.co.uk who
will be happy to help.
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Payment for goods is to be made by the following credit or
debit cards only; Visa, Mastercard and American Express.
Please note should your credit or debit card have insufficient
credit, we reserve the right to invoice you for the costs
incurred in making requests for payment.
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Goods remain the property
of Terra Plana until payment has been received
in full. |
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