Delivery & Returns
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UNITED KINGDOM DELIVERY
Standard Delivery:
Opt for our Standard Delivery option with Evri Standard / Royal Mail Tracked 48,
offering delivery within 2-3 working days.
Enjoy this service for just £2.99 or get it for free on orders over £60!Express Delivery:
Need your items urgently? No worries! Get your items swiftly with Evri Next Day / Royal Mail Tracked 24 / DPD Service
within 1-2 working days, all for just £4.99. Or only £2.00 for orders over £60! -
INTERNATIONAL DELIVERY
At DesertBoots.com, we prioritize seamless international delivery. We've partnered with DHL™ and Deutsch Post for efficient and reliable shipments outside the UK. With DHL Express, your package arrives in 2 - 5 working days. All Internatianal destinations have a flat-rate delivery cost displayed at checkout.
Duty and tax:
Orders from within the USA are usually free from any additional tax payments up to a maximum of $800 per individual shipment.
For all other countries, please consult your local customs and excise authority.
Kindly take note, all duty and tax related charges are to be borne by the recipient strictly. If you fail to make payment and your package is consequently held, we reserve the right to instruct for the goods to be returned to us or your package may be destroyed in country by customs and excise for failure to pay duty/tax. All associated costs will be deducted from the amount refunded to you.
United Kingdom Return
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How To Return
1. Returns Label
To make your return process hassle-free, you can generate a returns label at a cost of £2.99 using the button below. This label covers up to 15kg in weight. Max combined length and circumference cannot exceed 225cm.
2. Exchanges
If you are returning an item for an exchange, please refer to the exchange section below.
3. How to Initiate a Return:
Ensure your return items are in their original condition with all tags and packaging intact.
Visit the Return Label Generator to create your return label.
Pack your items securely and attach the label to the outer package.
Drop off your package at your nearest Evri Parcel Shop or arrange for a collection through the Return Label Generator link at the bottom of this page. -
Details
Eligibility: Our returns process is applicable for customers in the United Kingdom only.
Returns Window: You have 30 days from the date of delivery to initiate a return. Please note that this returns window is final and any conflicting policies from your courier will not be considered.
As per policy, we cannot accept back returned parcels showing signs of wear. In the event an order has been returned back to us as worn, there may be a fee to return them back to you. Thank you for shopping with us, and we hope you enjoy your online shopping experience.
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Refunds
Once we receive your return and inspect the items, we will process your refund as soon as possible. Please allow 7-14 working days from the day you send out your return for us to receive, process, and refund your order.
Important Information
Non-Returnable Items
Please choose carefully when purchasing socks and underwear as we will not accept exchanges or returns for change of mind, due to hygiene purposes. This applies to socks sold individually, as part of a multi-pack or any included in a gift set.
Footwear which has been customised is also strictly non-returnable. This includes, but is not limited to additional heel height or rubber grip soles being added.
We are unable to refund ‘IMBOX Essential Pre-Applied Protection Spray'. With regards to this, the item itself will be refunded but the cost of the ‘IMBOX Essential Pre-Applied Protection Spray’ cannot be refunded.
Exchanges
You are welcome to exchange your order within 30 days of receipt. Please use our returns label generator to produce a label to return your item(s) enclosing a note letting us know what you wish to exchange for. Alternatively, you are welcome to email us letting us know which item(s) you wish to exchange your returned goods for.
If the item you wish to exchange to is out of stock, then we may contact you to offer alternatives. If there are no suitable alternatives, we will process a refund under our usual returns policy.
If there is a price difference, our team will contact you to either take an additional payment or refund any difference.
We only offer exchanges for goods shipped to UK addresses.
Return To Sender
In the event that your item is returned to sender prior to delivery, a £5 charge will apply. Depending on the reason for return, we may be able to take a £5 payment and resend the item to you. Alternatively, we would need to refund the order with a £5 deduction once it is delivered back to us.
When we receive the item back, we will send an email asking you to contact us about the problem. If we do not hear back from you within 14 days of the email being sent, we will process a refund with the £5 deduction applied. Please be aware that we are unable to keep stock on hold, so all items which are returned to sender will be returned to stock immediately upon receipt back.
In the event that the item is returned to sender due to carrier error, then we will waive the £5 fee.
All of the following will be held in our warehouse for 30 days before being disposed of:
- Returned items for which the buyer cannot be identified
- Items returned in a worn/unacceptable condition
- Items incorrectly sent to us
- Items not eligible to be returned
- Returned items relating to a fault complaint, but for which we have not been able to confirm a fault.
We will always attempt to establish contact with the customer in these cases, with a view to returning the item to them if such a course of action is reasonable or applicable to the situation.
We may request payment for the postage cost before we send the item. We will only dispose of the item as a last resort, if no contact can be made or other solution reached.
International Returns
Returns
All returns must be made within 30 days from the date of receiving the goods. All items being returned must be unworn and in their original, undamaged packaging.
All items being returned from outside of the United Kingdom must be clearly marked as 'RETURNED GOODS' on your customs paperwork. Failure to do so may result in your package being subject to tax/duties inbound to the UK. We will NOT be able to pay for this and it may result in your package being returned to you or destroyed by Customs & Excise.
In the event that your item is returned to sender prior to delivery, we may need to process a refund with a deduction made for all applicable postage costs. The deduction will include the cost of the returned to sender fee charged by the carrier.
Please note: If the item is returned to sender as a result of carrier error, then we will waive the return to sender charge deductions from your refund.
Exchanges
We do not offer exchanges on international orders. You will need to return your item for a refund and re-purchase your new item.
Returns Costs
All postage costs are to be paid for by the buyer.
Faulty Items
All goods which are suspected to be faulty should be reported to our Customer Services team at cs@desertboots.com
Please include images of the fault. Please do not continue to wear the item or attempt to repair it as this may invalidate your right to return it. Any faults reported within 90 days of your receipt of the item can be accepted and returned to ourselves at our own cost. We will process your preferred resolution, whether that be a refund or exchange, as soon as possible. All faults must be confirmed and accepted by our Customer Services Manager.
Additional Information
If the original box or bag of a returned item is damaged by the customer, a 20% restocking fee will be deducted from the refund. This includes any adhesive labels stuck onto the box, such as the dispatch note.
Please note: This does not apply to the mailing bag, only item packaging, such as original shoe box.
If you need to report an issue with your delivery please alert our customer service team within 14 days of dispatch.