MY ACCOUNT

Q. Do I need to set up an account to place an order?
A. Yes, this can be done by clicking here.

Q. What is a ‘Personal Shopping Assistant’?
A. This is the person dedicated to dealing with any customer service related issues that you may have. They are available between the hours of 9 am to 9 pm, 7 days a week. Each customer will be assigned their very own ‘Personal Shopping Assistant’ when they open an account with MarkCharlesBoots.com.

Q. I've forgotten my password. What should I do?
A. Not to worry, if you’ve forgotten your password, click here to change it or follow the 'FORGOTTEN PASSWORD' instructions on the ‘SIGN IN’ page.

Q. How do I change my personal details?
A. To change your personal details, click here to login in and go to your ‘ACCOUNT’. There you will see an edit button next to each information column. Click button, enter new details and then click ‘SAVE’.

Q. How do I place an order?
A. Once you have decide which item you would like to purchase simply select your size and colour and then click on the “ADD TO SHOPPING BAG” button next to each item.

Review the items in your shopping bag by clicking the 'SHOPPING BAG' link at the top of the page. You can use the 'REMOVE ITEM' button to delete items from your shopping bag.

Then click 'PROCEED TO PURCHASE', select delivery address, enter payment details and click ‘PLACE ORDER’.

Once your order has been successfully placed you will receive a confirmation email with your order number, delivery details and a TNT tracking number.

 

 

REFUNDS AND EXCHANGES

Q. Is it free to return an unwanted product?
A. Yes, simply contact your ‘Personal Shopping Assistant’ or call the main number to arrange a time for pick up.

Q. How do I get a refund?
A. To request a full refund you can either contact your ‘Personal Shopping Assistant’ and ask them to process your request or you can login to your account and click on ‘Returns and Exchanges’. You will now be presented with an option to request a return or an exchange. Once you have selected this option your ‘Personal Shopping Assistant’ will contact you to discuss it further.

You will be asked to return your boots in the same unmarked condition that you received them in along with all the original packaging. We will arrange a time for our courier to pick up the goods and a full refund will be issued 30 days from the day that we receive them.

Q. How do I exchange a product?
A. You can request an exchange if you have ordered the wrong size, colour or style by following the same steps explained in the ‘How do I get a refund?’ section above.

Q. Can I return a product after I have worn it?
A. You can only return your boots if they are in an unused state or if there is a manufacturing fault. You will need to report any manufacturing faults within 48 hours of signing for the item. Please make sure you discuss this with your ‘Personal Shopping Assistant’ before making any returns. We would advise you to try your boots on in a clean and carpeted area to prevent damage to the external surface.

Q. What should I do if my boots are faulty?
A. In the unlikely event that your boots are faulty either give your ‘Personal Shopping Assistant’ a call or simply go to your ‘ACCOUNT’ and click on the ‘RETURNS’ button. You will now be presented with an option to request a repair or a replacement. Once you have selected this option your ‘Personal Shopping Assistant’ will contact you to discuss it further.

Items are considered faulty if a manufacturing fault occurs within the first 6 months of purchase. A manufacturing fault may include but is not limited to heel breakage, the out-sole coming loose, components falling off, etc. This does not include general wear and tear.

Q. Can I return an unused product even if it out of the 90-day return period?
A. Unfortunately no, sorry.

Click here for more details on 'Returns and exchanges'.

 

 

ORDERS

Q. What packaging will my order be shipped in?
A. All orders are shipped in our custom handmade wooden boxes and bubble wrap.

Q. What else is included in the box?
A. Every pair of Mark Charles boots come with the following:
• Storage bag
• Leather cleaning kit
• Replacement heel tops

Q. Can I add a second pair of boots to an existing order?
A. Not directly but you can place the order and then contact your ‘Personal Shopping Assistant’ to request that they add the additional items to your original order. This will be taken as a separate payment but will be shown on the same invoice as ‘Additional Items Purchased’

Q. How will I know you’ve received my order and when will payment be taken?
A. When you place an order we will send you an email confirmation with your order number and shipping details. Payment will be taken from your account once the item has been dispatched from our office.

 

PAYMENT

Q. Is it safe to use my credit card online at MarkCharlesBoot.com?
A. Yes, absolutely. All transactions on this website are processed using World Pay, a secure online payment system owned by the Royal Bank of Scotland.  All card details are encrypted in a secure host environment and not stored on our website.

Q. What payment methods does MarkCharlesBoot.com accept?
A. We accept Visa, MasterCard, American Express, Delta, Maestro credit and debit cards.

 

PRIVACY

Q. Is my personal information kept safe?
A. Please be assured that all the information you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent.

To register at MarkCharlesBoots.com, we will need to enter your name, mailing address and email address. To process credit card orders online we also require your billing address, shipping address, telephone number, credit card number, expiration date and the 3 digit security code on the back of the card. We do not store any credit card details on our site.

Please note that MarkCharlesBoots.com may also use the information you provide us to inform you of new collections and services via email or text. If you prefer not to receive these emails, you will be given the opportunity to ‘opt-out’ of this service.

Click here to read our 'Privacy Policy' in full.

 

SHIPPING

Q. Do you provide Free shipping?
A. We provide Free next day shipping via: TNT to all UK customers and we also offer a 30% discount on international shipping locations which take between 2-3 days.

Q. Can I pick the delivery time?
A. There are two next day delivery options available both of which are totally Free:

1. Standard (Anytime between 8am and 6pm)
2. Express (Any time before 12pm Monday to Friday)

Q. Which locations do you ship to?

United Kingdom
United States
Canada

 

Europe

Denmark
Estonia
France
Germany
Russia
Italy
Portugal
Spain
Sweden
Switzerland
Poland

 

Asia (May take between 3 - 5 days depending on the location)

China
Hong Kong
Japan

 

Rest of the World (May take between 3 - 5 days depending on the location)

Brasil
Brunei
Egypt
Monaco
Saudia Arabia
South Africa
United Arab Emirates

If your country is not listed here please contact us.

Q. How long will it take to receive my order?
A. UK orders should normally be delivered within 24 hours of being dispatched if placed before 1pm. Some UK order can take up to 2 days. International orders will usually arrive within 2 - 4 working days depending on the location.

Q. Do I need to sign for my order?
A. Yes, all deliveries are shipped via TNT and will require a signature by yourself or an authorised receiver.

Q. Can I change my shipping address after my order has been dispatched?
A. No, this has to be done before payment is made.

Q. Can I track my order?
A. Yes, you will be given a tracking number in your order confirmation email. You will be able to track the progress of your order via the TNT website by clicking here.

Q. It’s late, where is my stuff?
In the rare event that your order has not arrived within the time stated and you have not received any correspondence explaining why please contact your ‘Personal Shopping Assistant’ or .(JavaScript must be enabled to view this email address).

Q. What happens if my order is lost in transit?
A. In the unlikely event that your order is lost in transit we will send out a replacement as soon as we have verified this with our delivery company. This may take up to 3 days but your ‘Personal Shopping Assistant’ will keep you updated on the status of your order.

Click here for more shipping information.