0871 911 7012
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 Frequently Asked Questions
Q.   Where do I enter my discount voucher code?
A. From time to time we offer discount off our products when using a Promotional Discount Vouchers. Voucher codes can be entered in the box found under your selected items and clicking Apply. When you are entirely happy that you have selected each item you require to purchase click on the Place Order Now button
Q.   How will I know if my order has been received successfully?
A. At the end of your shopping experience the final page will thank you for your order. Within a couple of minutes you will receive an order confirmation from us. Please check that all of the details on this confirmation are correct.
Q.   How long will delivery take and what is the charge?
A. Assuming that everything you have ordered is in stock then it usually takes seven working days for your order to reach you. Our standard Delivery charge is £6.99 and £9.95 for heavy items (marked with Red Lorry)
Q.   How do I pay for my order on-line?
A. You can pay for your order on line with a valid debit or credit card. We accept Switch / MasterCard / Visa / Solo/ Visa Electron). We are sorry but we do not currently accept American Express. Authorisation or your card will be taken a point of order but money will not leave your account until the goods are despatched from our warehouse. The payment will appear on your statement as JAMES RUSSELL .
Q.   Do we offer credit facilities?
A. Sorry but we do not offer credit. All orders are to be paid for at point of order.
Q.   Do you despatch outside UK?
A. No. Our deliveries cover Mainland UK and Northern Ireland. Unfortunately, we are unable to deliver to the Channel or Scilly Islands and overseas.
Q.   What do I do if I have not received my order within the stated time?
A. In the unlikely event that you do not receive your order within the delivery time stated please contact us on our Enquiry line 0871 911 7012 option 2 where one of our friendly operators will be happy to help you or Email customerservice@james-russell.co.uk. Please note, calls cost 13p per minute plus your phone company's access charge.
Q.   How do I cancel or alter an order made on line?
A. Once your order has been confirmed, to cancel or change your order in any way you will need to call one of our Enquiry Line Operators on 0871 911 7012 who can alter the details of your order so long as it hasn’t yet been despatched. Please note, calls cost 10p per minute plus any network extras.
Q.   How do I return an item if I am not entirely satisfied?
A. We take every care to ensure that you receive the correct goods in perfect condition. In the unlikely event that you ever need to return any item to us and it is within our 10 day warranty period then please call 0871 911 7012 for a returns authorisation number. Calls cost 13p per minute plus your phone company's access charge. Our customer service team will then provide you with our returns address. All goods must be returned via recorded, insured method at your own cost. We cannot be held responsible for returns parcels lost in transit. It is the senders responsibility to ensure parcels are adequately insured. If the goods exceed £27 in value we strongly suggest that take out additional insurance. In order that we can satisfy your requirements promptly we will need your full instructions, explaining the reason for the return and the action you wish us to take.
Q.   If I have returned items for an exchange when can I expect my replacement parcel?
A. Replacements are usually processed with 14 days of the parcel being returned to us.
Q.   Do we offer different with width fittings on the shoes?
A. Our shoes are available in a single width fitting but one that has a generous fit. Very few our of customers ever have to return a shoe because of the width fitting
Q.   Do we offer half sizes on shoes?
A. Yes. A large number of styles in our range offer half sizes, details of the sizes available in each style can be found on the product counter.
Q.   Do we offer discount on multiple orders?
A. James Russell products represent exceptional value for money and so regretfully we are unable to offer further discounts.
Q.   What does the parcel insurance cover me for?
A. In the unlikely event that your parcel is lost / damaged by the courier the £1.50 parcel insurance allows us to despatch the replacement parcel within 24 working hours.
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© 2011 James Russell, a division of BVG Group Ltd. All Rights Reserved. * Calls cost 13p per minute plus your phone company's access charge.