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Below are some of the questions
we are most frequently asked. You can find
more information using the help options to
the left. If you can't find the information
you are looking for feel free to e-mail us
or phone us on
212
274-9000. |
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How
quickly will I get my order? |
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- Delivery within the USA
Items shipped within the USA will be sent via
UPS Ground 2-5 business day service.
- Delivery to Canada, South America and Mexico
Items shipped to Canada, South America and Mexico
will be sent via USPS Priority Mail International
7-10 business day service.
- European Customers
Parcelforce Euro 48
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.
- UK Customers
Are delivery rates for UK orders are as follows:
Parcelforce 48
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
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. |
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How
do I know if the goods I want are in-stock? |
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On all of our products we provide
you will a stock status indicator depending on
the selections you have made regarding colour,
size and quantity (where applicable).
If the size/colour
option you have selected shows as in stock, this
means this item is available
for despatch.
If the size/colour option you have selected has
a stock status of out of stock, this item is
not available and you will not be able to add
it to your basket.
If the size/colour option you have selected shows
as pre-order, this means that we do not currently
have stock of that particular item but we are
expecting further deliveries within the next
month. You can add these items to your shopping
basket and pre-order them. We will send the
item on to you as soon as it is available.
It will not delay any other items on the order
and your debit/credit card will not be charged
until the goods are despatched. |
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Do
I have to create an account? |
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If you wish to place an order
with us then you will be required to create an
account with us. Once you have created this account
you will be able to benefit from the following
great features
• Faster shopping – quickly proceed
through the check out as we will have all the details
relating
to the delivery of your order (with the exception
of your card details which you will have to enter
each time you order)
• Track your order status – log-in
to your account to check if your goods have been
despatched
• View your order history – check what
item/size you previously purchased via your Terraplana.com
account.
• Sign-up to email updates – be the
first to hear about special offers and new products
with
our email updates |
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I
can’t remember my password to
log-in to my account, what should I
do? |
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If you cannot remember the password
you chose for your Terraplana.com account click
here and a new password will be sent to the email
address you provided when you set up your account.
Once you have logged in with the password we have
provided you can re-set your password to a password
of your choice. |
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I
haven’t received my order, what
should I do? |
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- Delivery within the USA
If for any reason you are not completely
satisfied upon receiving your order, you have
30 days to return your shoes unworn and in the
original packaging. 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.
- Delivery to Canada, South America and
Mexico
If for any reason you are not completely
satisfied upon receiving your order, you have 30
days to return your shoes unworn and in the original
packaging. 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.
- European Customers
European Customers: All goods are sent
via Parcelforce and are trackable. Your tracking
number is contained within the email we send you
when we confirm your order has been despatched.
You can track your order at www.parcelforce.com .
If you have difficulties tracking the order please
call us on +44 1458 449081 and we will be happy
to help.
- UK Customers
All goods are sent via Parcelforce and are trackable. Your tracking number is
contained within the email we send you when we confirm your order has been despatched.
You can track your order at www.parcelforce.com . If you have difficulties tracking
the order please call us on 01458 449081 and we will be happy to help. |
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