Terms and Conditions
Delivery Dispatch Time: All orders will be dispatched within 2-3 weeks unless otherwise stated. If there is any delay due to stock issues, you will be contacted. Footwear is custom made to order and will take 6-8 weeks to arrive.
UK Delivery Times:
1st Class: 1-4 days once shipped.
Non UK Delivery Times:Airmail: 7-28 working days.
PLEASE NOTE - If you choose airmail, you are choosing not to have the ability to track your item. Postage is payable on all orders delivered in the UK. Most items are dispatched within 2-3 days, custom made items are dispatched within the timescales stated on the individual item. Please note, Next day delivery is not an option available on the website. If you require an item to be dispatched urgently and/or via Next Day Delivery, please send us an email (Buyer is responsible for the additional postage cost of next day).All Recorded Delivery and Special Delivery parcels require a signature on delivery and some items will need to have somebody at home to receive if they are too big to fit through the letterbox. If you unable to accept delivery, your parcel will be held at your local delivery office awaiting redelivery or collection. In cases where this is not arranged and the parcel is returned to sender, buyer is responsible for the cost of resending the parcel to them. Overseas parcels over £30 in value will be required to pay for signed and tracked delivery.
International Buyers – Please Note: Import duties, taxes and charges are not included in the item price or P&P charges. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to bidding/buying.
We cannot and will not mark parcels as gift or anything other than commercial goods on any applicable customs forms for overseas orders as this is against the law, nor will we reduce the value of the parcel as this directly infringes customs law. Both buyer and seller are liable for prosecution if we do so. If your parcel has not yet arrived Orders are dispatched via the postage methods above, please see the delivery section above for Royal Mail's delivery aims. We aim to dispatch all in stock orders within 2-3 working days. Please note once an item is dispatched the postage method selected cannot be upgraded, and we cannot affect the delivery time of your item once it has been posted.
If your parcel has not arrived within the time stated on the delivery table above, please check the following locations to locate your parcel:
• Adjacent neighbours, as parcels are sometimes left in their care
• Other members of your household, as they may have accepted the parcel on your behalf
• Any outhouses you have where a parcel may be left if it cannot fit through your letterbox
• Your local Royal Mail sorting office (not the local Post Office) to see if the item has been returned to the depot as undelivered and awaiting collection.
If your parcel is still not located at this point, please contact us and we will check that the parcel has not been returned to our local Royal Mail sorting office. If parcels are still not located within 15 working days (20-25 working days for international), we will open a lost mail investigation with Royal Mail. A replacement will be sent where possible. A refund will only be issued for lost items if we are unable to replace the order. This time frame is set by Royal Mail, not ourselves.Please note - all Royal Mail parcels are sent via their website where they encrypt the barcodes. If a parcel is falsely stated as missing and has been received by the buyer, Royal Mail and Spooky Kook have the right to take legal action. You will be asked to officially declare your parcel lost to protect Spooky Kook against false claims.In the case of items that are delayed or missing, we endeavour to work with our buyers to ensure that any issues are resolved swiftly and appreciate continued contact to enable this process. Please feel free to contact us with any problems or questions you may have.
In keeping with our obligations as a business, we offer a returns policy. As per the Distance Selling Regulations 2000, you are entitled to cancel any orders made with us within 14 days of placing your order. If you wish to cancel custom made Boots, it must be done within this timescale. After this period they are not able to be cancelled as they will be being made in the factory to order.If you wish to return an item, we must be notified within 14 days of receipt of your item, and all returned items must be received back with us within 28 calendar days of receipt of your item to be eligible for refund. Any returns received outside of this period will be dealt with at our discretion and will only be eligible for store credit if accepted as a return. Any returns not notified within 14 days of receipt of the item will only be eligible for store credit.We do not exchange any items. If you return an item, you will be refunded automatically. If you still require this item, you will need to reorder it. Please note, Earrings and contact lenses are non returnable due to health and hygiene.Please note, Boots and Footwear are custom made to order. We do not accept returns for custom made items unless they are faulty.
RETURN ITEMS MUST BE IN THE SAME NEW, RESALEABLE CONDITION IN WHICH THEY WERE SOLD, WITH ALL ORIGINAL TAGS AND PACKAGING. WE RESERVE THE RIGHT TO REFUSE ANY RETURN ITEM THAT IS RECEIVED THAT DOES NOT MEET WITH THIS REQUIREMENT!!
*PLEASE NOTE: Items returned smelling of smoke or food, soiled, stretched or otherwise damaged will not be eligible for refund. If you wish to have these items returned to you, this will be done at cost*Faulty/incorrect items will either be repaired, exchanged or the cost refunded upon receipt of the returned item. Items must be returned with all original packaging. Unless the item is faulty, we are unable to accept perishable or personalised items for refund, we are also unable to accept make up and cosmetics, piercing accessories, hosiery, underwear and swimwear items for refund due to hygiene reasons. Custom made and personalised items are also excluded from our returns policy.
Please return items to:
Unit 2 Bath Lane
We recommend obtaining a free certificate of posting for all return items. We cannot be held responsible or accountable for return items lost or damaged in transit. All return items must be adequately packaged to prevent damage, usually the packaging in which the item was sent can be used for its return. The return parcel should include a cover note with your name, address and nature of return to avoid any delays.Please note, return postage costs are the responsibility of the buyer and will not be reimbursed.We will refund the cost of the return item(s) to you within 14 days of receipt of the returned order in satisfactory condition.This does not affect your statutory rights.
Refunds and Exchange
Refunds will be made as soon as possible. An item returned back to us will be refunded within 7 working days of receipt. An order which has been cancelled will be processed as soon as possible and always within 30 days of the order. We will not be obliged to offer any additional compensation for disappointment suffered. We do not carry out exchanges. You will need to reorder your item if you wish to exchange.
Your order is an offer to buy from us. No acceptance of that offer is made until we despatch an item to you, at which point a contract will be formed between us. At any point up until then we may decline to supply an item to you. If we decline to supply an item to you and you have already paid for it, we will give you a full refund of any amount already paid for that item in accordance with our refund policy above.We reserve the right, in our discretion, to limit quantities, terminate accounts and to refuse or cancel any order, including after the order has been submitted, whether or not the order has been confirmed and payment has been received.If we have insufficient stock to deliver the goods ordered by you, we will notify you as soon as possible and advise you when the item will be approximately be sent.