Supply

Most goods are available ex-stock from the factory in the UK. Once your order is confirmed these should be with you within 10 days. If an item is not in stock we will notify you and it will be automatically placed on back order and you should allow up to an extra 28 days for delivery.

Exchanges

If, when you boots arrive, you find that they do not fit they can be exchanged within 14 days. Unless otherwise agreed, carriage or postage and packaging will be charged. To make arrangements please contact us our sales office by email or telephone on 0800 FOR BOOTS.

We can only accept boots back that are unworn and in new condition.

Custom made boots cannot be exchanged.

Special promotions

Goods purchased with special promotions can also be exchanged or returned for refund and the same conditions apply to regular purchases. You will be only refunded what you have paid for the boots . Where boots have been supplied with free postage, this free postage concession applies only if the boots are retained. If the boots are returned for refund, the cost of postage becomes payable.

Bargain section

Boots purchased from our Bargain Section are seconds or end of lines. These are not returnable and cannot be exchanged. They are guaranteed for quality in same way as regular goods.

Faulty goods

Our boots are of the highest quality but in case there is a manufacturing fault then these can be returned for examination. Please contact us by email or by telephone to arrange this.

If the boots are faulty and they can be repaired, as a first instance this will be done, otherwise they will be replaced.

If it has been agreed that the cost of postage is refundable, this is limited to the prevailing New Zealand Post Office standard parcel rate.

The boots are guaranteed for six months, provided they have been properly cared for. Boots that have not been properly cared for and faults due to wear and tear will not be considered.

Long riding boots and their first time use.

When trying on your boots for the first time, the elastic will want to stretch initially only about 50%.
When putting the boots on for the first time, in order to protect the zip against excessive stress it is vital that the fitting instructions that are supplied in the lid of the boot box are followed. Failure to do so may result into damage to the zip for which Heels Down cannot be held responsible. If the zip is damaged beyond repair by the customer we reserve the right to charge for the cost of replacement.

Transport

Most boots are dispatched from the UK factory and sent directly to you by standard parcel post. This takes 8 to 10 days. Items from stock in New Zealand will be sent by start parcel post and should arrive in 3 to 5 days.

Arrival of goods

Your parcel will have been dispatched in good condition. If it arrives damaged, we suggest when you sign for it that you marked it Damaged. If goods are damaged in transit, please inform us forthwith.

Payments

We accept payments by

• Cheque, cash and bank transfer.
• Credit cards over the phone.
• Credit cards and EFTPOS cards presented.