FAQ

Delivery and Orders


Payment


Returns


Availability, Styles and Brands


Privacy & Security


Fit and Sizes


Delivery and Orders

Q: Who do I contact about my online order?

A: You can contact our Customer Service department who have full access to all sales records and will be able to help you with any query. You can do this using either email, telephone or letter - please quote your customer number if you have one.
By e-mail: Click on the 'Contact Us' link on the top left of the page and send us a message via email.
By phone: You can speak to our mail order team from 9am to 5pm Monday to Friday, or leave a message for us to contact you on 0800 132 194
By post:
Birkenstock Customer Services,
1 Addison Bridge Place,
London W14 8XP

Q: How do I track my online order?

A: Sign into your account here and look under 'Current Orders' where you will be able to view all open orders and the stage they are at.

Q: How long will it take for my order to arrive?

A: It depends on the item you have ordered. When you select a product, this website gives you an expected despatch time frame. We normally quote up to 3 to 5 working days for delivery. However, it might take up to 7 or more days during our busy times in the summer or around bank holidays. Please also be aware that if you ordered multiple items, the products may be sent from multiple locations and hence arrive separately. If there is going to be a delay in despatching your order, you will be contacted by us.


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Payment

Q: What methods of payment can I use for my online order?

A: If you are ordering via this website, then you need to pay by credit or debit card. We accept the following Credit/Debit cards: VISA, AMEX, MASTERCARD, MAESTRO, VISA/DELTA, SOLO. If you are paying by card and having your order delivered to an address different to the card billing address, then please ensure that you provide us with full and correct billing address details as well as the delivery address. We cannot process your order without this information.
If you wish to pay by cheque, please contact us on 0800 132 194 for arrangements. Please note that your cheque must be payable to 'The Boot Tree Ltd'. Please remember to write your name, address and cheque guarantee card details on the back or your cheque.

Q: It looks like I've been charged twice, what do I do?

A: When you make a purchase with Birkenstock a system called Protx is used to take payment. This provides a secure, encrypted gateway between your bank and us. Protx has been audited and approved by APACS, Visa and MasterCard and is an approved payment solutions provider for Lloyds TSB Cardnet, Barclays Merchant Services, HSBC, American Express, Halifax, and Bank of Scotland.
We don't take payment from you until your shoes are dispatched. However, Protx makes what's called a Pre-Auth, or authorisation, on the full amount of your order. This means that it contacts your bank which "holds" the amount for three working days. Sometimes, if we send out the shoes within the three days it might mean that your bank keeps the "held" money in that status - so two amounts might appear to be processing. Please be aware that this is a banking process (which we can't change!) and you have not been charged twice. Once the three days have passed you will just have the one payment on your statement. However if you do have a query with a payment please contact us and we will look into this for you - we will need a copy of your paper statement to do this. Please note that the name appearing on your credit or bank account statement will be our trading name 'The Boot Tree Ltd'.

Q: What will appear on my credit card or bank account statement?

A: The name that appears on your credit card or bank account statement when we charge you will be 'The Boot Tree Ltd'.


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Returns

Q: What happens if I don't like the items or they do not fit?

A: Don't panic. If you send the item back to us you can either exchange the item or have a full refund ( please fill in and enclose the form attached to your despatch note).

Q: I have bought a pair of Birkenstocks from another retailer; can I return them to you?

A: We are an independent Birkenstock retailer. Although our sister company Central Trade are the UK distributor of Birkenstock, your sales contract is with the original retailer your goods were purchased from. You will need to follow their Returns Policy. We are unable to accept returns for goods that have been purchased elsewhere. We also do not have control over the Returns Policy of other retailers, so are unable to influence their decisions.

Q: I bought a pair of Birkenstocks abroad, can I return them to you?

A: We are an independent Birkenstock retailer, and run as a company separate to other suppliers and retailers internationally. This means that we cannot refund or exchange goods purchased abroad. If you wish to make a return, you will need to contact the original retailer and follow their Returns Policy.

Q: What is Birkenstock address in the UK?

A: If you are returning goods for refund or exchange please send them to:
Birkenstock Mail Order
1 Addison Bridge Place
London
W14 8XP
Please note that this is an admin office only.

Q: I am going away for a month. Can I return the item when I get back?

A: Our Returns Policy states that goods should be returned within 30 days of receipt. It is at our discretion to accept goods outside the Returns Policy. Please contact us in advance, and we will let you know how we can help. Please note that goods purchased at one of our Retail stores must be returned within 14 days of purchase.

Q: I've received some shoes as a gift but they don't fit, can I return them without proof of purchase?

A: Unfortunately we do require some kind of proof of purchase for all returns. We run as an independent retail company both within the UK and internationally and we can only accept returns for goods bought directly from our mail order or Retail Stores in London. Please contact the person you received your gift from, and we are sure they will be happy to assist you. We do have access to all of our mail order sales records, and even if you cannot provide us with the actual Packing slip as proof of purchase, please quote the mail order number or at least provide us with the contact details of the buyer, and we will do our best to help. If your gift was purchased from one of our Retail stores, however, we will require the original receipt or a copy of it. In cases where the original payment card cannot be provided, any refund will be at the discretion of the manager. However, we will be happy to process an exchange for the same amount.


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Availability, Styles and Brands

Q: Why are you sold out of the product I want?

We are very sorry if an item you would like to order is sold out or is delayed. We do try and make sure that as many items as possible are in stock. Having good stock availability is obviously good for business as well as keeping you happy! Our buyers are dedicated to trying to predict sales and how many of each colour and each size of each individual product we should order. Unfortunately sometimes some products do better than others and it's not always predictable. We do sincerely apologise if an item that you want to order is out of stock and hate this problem as much as you do.

Q: Why don't you order more stock?

We try and hold a realistic amount of stock that works well for our business and our customers, as we've mentioned before some items surprise us in their popularity

Q: Why don't you do you more styles and colours?

A: After 25 years in the business we have realised that try as we might, we can't please everyone. We endeavour to have a good range of styles and sizes that will suit the majority of our customers - and that will also sell!

Q: Why don't you do more vegan styles?

A: We know that there is growing demand for both vegan and ethical styles. We have had some vegan styles specially made by Birkenstock for the UK market. Sadly the actual sales have proved that the demand is not big enough for the special make to be cost effective and enable us to expand this range.

Q: Why don't you do my favourite style anymore?

A: We apologise if we are not carrying a "favourite" of yours - if it's no longer available it's generally because the manufacturer has discontinued it, or it simply did not sell well enough. If the style is still being manufactured by Birkenstock we may be able to do a special order for you. This usually takes between 4 -12 weeks. As we have to order these individually Special Order items are non-exchangeable and non-returnable - please call or email us for more information.

Q: Why does it sometimes take so long to get more supplies of an item?

A: If it looks like an item will run out, we do try and re-order in plenty of time. Some items, especially if they have to be produced, can take some time to arrive with us. Please call our order line 0800 132 194 for more information.

Q: Why can you not guarantee the item is in stock if it is showing there is 1 or 2 in stock?

We advise our mail order team to warn customers that there is a chance an item might not be available if there are fewer than three showing as "in-stock". Although we do regular stock-takes and the level should be accurate, there is occasionally a small discrepancy. Human errors are sadly unavoidable in this area. We'd rather warn you sooner than have disappointment later.

Q: I've seen this great pair of Birkenstocks on another website but you don't have them!

A: We apologise for not having every style and colour in the Birkenstock range - we try our best to stock a good range of styles and sizes that will suit the majority of our customers. Most countries have styles and colours made especially for their market. However, if the style and size is being manufactured by Birkenstock as part of their current range we may be able to do a special order for you. This usually takes between 4 -12 weeks. As we have to order these individually we regret we cannot give exchanges or refunds on Special Orders - please call or email us for more information.

Q: Why don't you always offer free returns when other mail order companies do?

A: Unfortunately we are a small company and to offer free returns would require price rises in the products. We try and avoid hidden costs.

Q: Are all Birkenstocks unisex?

A. Many of the Birkenstock styles are unisex, but some have been designed with women's styling and movement in mind - for example the Gizeh and Madrid. However there are styles men can wear that are good substitutes - the Ramses is a toe-post sandal that is styled for both men and women.

Q: How long does it take to process my returns?

A: We will always try and process your returns as quickly as possible, but please allow up to 3 working days. Please note that it may take up to 3 to 5 working days for a refund to show on your statement.


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Privacy & Security

Q: Why do you want my e-mail address/telephone number etc?

A: We ask for these details so we can contact you in case there is a problem with your order; for example, if there is a delivery problem and we need to contact the customer to resolve it. We also contact customers through e-mail with special offers and information. We do not make e-mail addresses or telephone numbers available to other companies.

Q: How secure are my details?

A: Our secure-server software encrypts all your personal information including credit or debit card number and name and address. The encryption process takes the characters you enter and converts them into bits of code that are then securely transmitted over the Internet. We use Secure Sockets Layer (SSL) software, which encrypts information you input. We reveal only the last five digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing. We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information. Our security procedures mean that we may occasionally request proof of identity before we disclose personal information to you.

Here are some precautions we recommend you take:

  • If using a public computer (such as in a library or Internet cafe) always log out when you've finished shopping on Birkenstock.co.uk.
  • Keep your passwords to yourself. Anyone who knows your password can access your account. Try not to write down your passwords.
  • When creating a password, use at least eight characters. A combination of letters and numbers is best. Do not use dictionary words, your name, your partner's name, your e-mail address or other personal information that can be easily obtained.
  • You should change your password frequently.
  • Avoid using the same password for accounts on different websites.

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Fit and Sizes

Q: What happens if I don't like the items or they do not fit?

A: If you send the item back to us in an unworn condition you can either exchange the item or have a full refund (please fill in and enclose the form enclosed in your order).

Q: I'm confused about sizing! How do I know my size?

A: You can get sizing information by clicking here, however please be aware that shoe sizing can vary between brand and style - and is a very personal thing. It really depends on the individual item that you are interested in as some are designed to be more generous (or more fitted) than others. If in doubt you can give us a call and one of our team can try and help you more. Remember that you can send things back if they are not right.

Q: I have just received my first pair of Birkenstock sandals, and after wearing them for only one day my feet hurt. Is this normal?

A: When you try on your first pair of Birkenstock shoes, take time to walk around indoors and get used to them. You should break them in gradually. Your feet should fit completely inside the footbeds, with 1/8 to 1/4 inch of extra length for walking. The width should fit closely to prevent your foot slipping side to side. If your toes have become curled from wearing tight shoes, make sure your Birkenstocks are long enough to accommodate them once they have resumed their natural shape. The Birkenstock footbed is contoured to match the shape of a healthy foot. Because few people have perfectly shaped feet, new shoes may feel "different". The toe grips should be in the right place for your feet and some wearers find the arch support can feel prominent initially. If you have worn high heels for years, your Achilles' tendons may have contracted. Our footwear can help to restore their natural length. Birkenstock footwear is meant to be worn comfortably; the support comes from the footbed, not from tightly buckled straps. It may take several days to become used to the feeling, but your toes will soon learn to grip the footbeds as you walk. Although the footbeds may feel stiff at first, as you wear your Birkenstocks, the footbeds will become softer and more flexible. Soon your shoes will adjust to the shape of your feet, and form a truly unique fit that, properly cared for, will provide you with years of long-lasting comfort.
See our Sizing and Construction sections for more information.

Q: How do I tell if I have a narrow or regular fitting?

A: Birkenstocks are designed to be roomy. When you first try your sandals they might feel big. Most people are fine with a regular fitting, but if your feet move side to side when you walk and adjusting the strap does not help, a narrow fitting may be more suitable. If you want to check the width of a pair of Birkenstocks you already own, you can tell by inspecting the foot bed where there is a small image of a foot - if it's filled in the shoe is a narrow fitting, and if it's an outline it's regular. All stock codes for narrow fittings end with digit 3. For more information please visit the Sizing page of this site.

Q: How do I care for and clean my Birkenstocks?

A: For full information on how to care for your Birkenstocks and keep them clean, please visit the Care page of this site.


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