Canopy Kew — store policies

Returns and Refunds:

Returns Address:

Canopy
3 Station Approach
Kew Village
TW9 3QB

We hope that you will be delighted with your purchase. If you are not completely satisfied items may be returned to us within 28 days of delivery. Products must be returned undamaged and unworn in their original packaging. Please ensure that shoes are tried on a clean surface. If goods are not deemed acceptable for re-sale a refund cannot be given.

The carriage costs for returns will be borne by the customer unless the goods are faulty.

Please include a note with your Return giving a brief explanation of the reason you are returning the goods. We will aim to process your returns request within 5 days of receipt and we will email you to confirm a refund or exchange. Please allow up to 2 working days after confirmation is received for the funds to reach your account. In some cases, through no fault of our own, refunds may take longer. The refunds can only be made to the original method of payment and using the original details supplied.

Goods may be returned using a courier service or via Royal Mail. Please ensure parcels can be tracked. If returning goods in person to Canopy in Kew, please bring proof of purchase with. Refunds for goods returned to the store will be processed via your original payment method.

If you would like to exchange goods please contact us on 020 8940 0018 and we will reserve the desired item for you. Please then return the unwanted item. On receipt of the return we will send out the reserved replacement goods. If there is any extra to pay we will be in touch to take payment. If a refund is due to you this will be processed via the original payment method.

If you have any questions or queries, please don’t hesitate to give us a call on 020 8940 0018 or email [email protected]

Terms & Conditions

Who We Are:

Canopy is a trading name of Canopy Kew Ltd

Registered Company Name: Canopy Kew Ltd
Address: 3 Station Approach, Kew Gardens, Surrey TW9 3QB
Telephone Number: 020 8940 0018
Email: [email protected]
www.canopy-kew.co.uk
Company Registration number: 14403434
V.A.T. Number: 428031814

Purchasing:

By using canopy-kew.co.uk website, you accept our Terms and Conditions and Privacy Policy. We reserve the right to change these Terms and Conditions from time to time and we advise you to read through them each time you use the site. You must be over 18 years old to buy goods from this site. If you are under 18, you can only use this site with the involvement of a parent or guardian.

Payments:

We are happy to accept the following methods of payment in store:
Visa / Mastercard / Maestro / Visa Debit / Paypal / American Express / Applepay
All payments made to Canopy are processed through secure payment gateways. Payments will show on your bank statement as Canopy Kew Ltd.

Payments placed on our website are processed by Stripe as selected at the checkout all payments will be subject to security checks from the card provider, Stripe and Canopy.

This is done through a validation process with the issuing card company using comparative information supplied from the customer and the issuing card company or PayPal depending on your method of payment. We may also contact you by email or phone to confirm any additional information. This will be done prior to your order being processed and may cause a delay in dispatch. When you place your order online, we do not see your payment information. You are more than welcome to use an alternative method of payment should you wish.

Order By Phone:

We are happy to take orders up to a certain value over the telephone – 020 8940 0018

Delivery:

Mainland UK Courier Service 48-72hr Delivery – £5
Orders outside of the UK cannot be accepted online.
Order before 5pm Monday to Friday for UK 2-3 day Delivery* (*Working day defined as Monday-Friday)
All UK deliveries will be dispatched via a courier service (with the exception of Gift Vouchers)
Deliveries will not be made during Bank or Public holidays.
The courier service will email you in the morning on the day of delivery. Please provide an email and mobile number. We strongly recommend that you are available to sign for your item. You can specify additional instructions i.e. for the item to be left with a neighbour or in a secure place of your choice.
If a customer requests that items are to be left, ‘in a shed’, ‘conservatory’, ‘behind the bins’ or other unsecure, un-documented place within the grounds of your home – this is ENTIRELY at your (the customers) own risk.

PO Box numbers:
Unfortunately we cannot offer delivery to PO boxes as we will not be able to obtain a proof of delivery.

Europe and International deliveries
Please contact us via email at [email protected] should you require a delivery outside the UK

Click and Collect:

Want to avoid waiting in for parcels to arrive? Just select Collect from Canopy at checkout. We will inform you by email when the goods are ready for collection* Please bring a copy of your order and a form of ID when you come to collect your order.

*If not collected after 7 days, items will be returned to stock and a refund processed*

Availability:

On receipt of your order and payment clearance we will dispatch your goods as described.
Once goods have been dispatched we will advise you by email.
If your chosen goods are out of stock or no longer available we will advise you by email or phone.
If we cannot meet your requirements we will credit your original method of payment. On orders greater than 1 item, goods may be dispatched in multiple packets.

Pricing:

If we discover that a pricing error has been made, we reserve the right to suspend your order and contact you to ask whether you wish to continue with the order at the correct price. We will not be obliged to supply goods at the incorrect price. We present our content ‘as is’ and make no claims to its accuracy, either expressed or implied. We reserve the right to amend errors or to update product information at any time without prior notice.

Product Descriptions:

Every reasonable care has been taken to ensure that the descriptions and colour matching are accurate. However, the reproduction of colours is as accurate, as photographic and publishing processes will allow. Please note that we endeavour to check that the quality of all orders shipped meet the high standards that our customers expect. However we are unable to guarantee that shoes dispatched will be ’box fresh’ i.e. they may have been tried on by customers in our store.

Tax Charges:

The price is inclusive of any payable VAT in the U.K