Frequently Asked Questions
BFPO & Base delivery
Our delivery company requires a signature on delivery and we have experienced issues delivering to Base and BFPO. We recommend that you deliver to a UK address and get them forward posted. If this is not an option contact our customer services team BEFORE you order and we will try to help.
What are your delivery methods and charges?
Our delivery method is by UPS, our delivery and handling fee is £4.99*
Orders arrive within 3–5 working days and will require a signature. As soon as your order is dispatched you will receive a confirmation email with a tracking number. Visit www.UPS.com to track your order.
* Unless an offer is in place.
Delivery Restrictions and International Addresses
At this time, we ship orders only within the United Kingdom Mainland, excluding Northern Ireland and Channel Islands.
What types of payment method do you accept?
We currently accept the following credit cards:
Visa, Mastercard, Switch, Maestro and Solo.
Can I cancel or change my order?
We are committed to getting your order to you as soon as possible. Therefore after your order is placed, it immediately goes into the fulfilment process, and you may not be able to cancel or adjust the order. Of course, you may return UNWORN product for a refund within 14 days from receipt of goods using the return instructions received with your order. We will, however, deduct a £3.50 charge from your refund for this return service to cover return shipping and handling cost.
What is your return policy?
We will gladly accept your return of UNWORN merchandise within 14 days from receipt of goods.
To start a return please click here
For your convenience instructions are included in the shipment. If you have any questions please call customer services on 020 7860 0100 to request one. You may use this service to make a return, however we will deduct £3.50 for the return shipping and handling costs from your order.
Please return footwear in the original shoe box as well as your order's packing slip.
Please allow one week for your return to be processed. A credit should appear against your credit card within 14 days from return.
We cannot give a refund for merchandise returned after the 14-day period.
If you suspect a defect on worn product, the product must undergo inspection before a credit is made to your credit card. Please call 020 7860 0100 for further instruction on returning defective merchandise.
Suspected faulty goods
If you expect a manufacturing defect and purchased your goods from a website or retail store other than batesfootwear.com/UK please return your purchase to the retailer you made your purchase from where they will inspect the goods for you inline with the Merrell 1 year no quibble warranty.
Still have questions?
Call our customer service number (020 7860 0100)
Monday to Thursday 9 am to 5 pm,
Friday 9 am to 3.30 pm,
or email us at firstname.lastname@example.org