terms & conditions

Payment Methods
Terms and Conditions
Delivery and Returns
Security
Contacting Us
Sizing
FAQs

Payment Methods

We accept the following credit and debit cards which are handled for us by HSBC, the world leader in secure e-commerce transactions.

Terms and Conditions

Make Contact

We are a limited company registered in the United Kingdom. The name of our company is Muks Limited, company number 05673573. We operate under UK law.

Complaints Process

We are proud to offer a fast and efficient online shopping service. If for any reason you are dissatisfied with the service you have received, please contact us. Either phone +44 (0)207 587 0139 or e-mail sales@muklukstore.co.uk

We want to know if things don’t run smoothly so we can continue to improve our customer service.

All complaints will come through to our Support Office in London, where they will be addressed and dealt with. The phone number is answered between 10am and 5pm weekdays. If you call outside of these hours please leave a message with your name, number and problem and we will phone you back.

Delivery and Returns

Delivery

We aim to dispatch your order within five working days. This can be subject to availability, but you will be informed within this period if we are unable to fulfill your order for any reason. Orders are sent by Fedex, so they can be tracked if they go missing. They will also need a signature at your end, so we recommend you use a daytime address e.g. workplace.

You can have gift items sent to other addresses by e-mail request sales@muklukstore.co.uk and we will send the payment details separately to the purchaser's address.

For any further delivery queries, please phone +44(0)207 587 0139 or email sales@muklukstore.co.uk

Returns

We want you to be satisfied when you shop with us but we understand that with online purchasing, you may occasionally want to return items that are not suitable. If you return the boots to us unworn and in their original condition, within 14 days of the date on the receipt, we will either exchange the goods for other products or issue a full refund, whichever you prefer.

If you choose to exchange for another size please check the web site for availability by going to the product and clicking on the size you want - if it appears it is available.

How to Return or Exchange

Please contact us if you wish to return an unused item. We process returns as soon as they arrive, except during extremely busy periods when there may be a short delay of up to two working days.

Please note that when sending a return, the parcel is your responsibility until it reaches us; we strongly recommend that you send it registered post or courier.

Don't forget - refunds can only be given to the original payer so if you decide to refund a gift we can't stop the payer knowing.

For all further enquiries please phone 0207 587 0139 or e-mail sales@muklukstore.co.uk

Security

We are committed to protecting your privacy. Our secure server software encrypts all transaction details to ensure they are protected as they travel over the internet. Our payments are handled by HSBC, a world leader in secure online transactions.

No credit card details are held on our server which means no-one can hack in and get them.

For any further information on the security of our site please email sales@muklukstore.co.uk

Privacy

At Muks we take your privacy seriously. We also want to use this great technology to treat you as real customers in the old fashioned sense of the word. We have drawn up these brief guidelines so that you know your information is secure. However, Internet technologies are rapidly evolving so these guidelines are subject to change.

What We Do

We ask you to supply the following information during the ordering process:

• name
• delivery address
• email address
• telephone number
• credit card details
• we may ask for some demographic information for user profiling in aggregate form.

We use this information for the following purposes:

• to send you the product that you have bought.
• to charge you for the product.
• to send email or conventional mail to you, after you have purchased a product.
• to let you know by email of new ranges and services that have come in.
• to perform statistical analyses measuring relative interest in the various areas of our site and customer profiles.

In addition we may employ HTTP cookies:

• to recognize users.
• to track individual shopping carts through the ordering process.

What We Don't Do

We do not, under any circumstances:

• provide personal information to any third party.
• share the information we track on this site, in any form, with advertisers or other parties.
• release personal information about any individual visitors.

Upon request, we will remove you from the Mukluk email update service. Simply write to sales@muklukstore.co.uk with 'unsubscribe' in the subject field.

We are not responsible for the content or the privacy policies of Web sites to which this site may link.

For further details on the privacy of your information please phone 0207 587 0139 or e-mail sales@muklukstore.co.uk

Contacting Us

If you have a question about one of our products, sizing or just want a quick chat we would love to hear from you. Click here and you can email us direct.

Sizing

For a size comparision chart, please go to: http://www.i18nguy.com/l10n/shoes.html#adult

FAQs

How long will I have to wait to receive my stuff?

We aim to dispatch orders within 7 days. During busy periods e.g. Christmas this can go up to 14 days, although we would normally send you an email to let you know about the delay. If you are desperate for something or if it is a gift let us know by typing it into the comments box when you are ordering.

What is your returns policy?

We want you to be delighted when you shop with us but we understand that with online purchasing, you may occasionally want to return items that are not suitable. If you return goods to us unworn, in their original condition, within 14 days of the date on the receipt, we will either exchange the goods for other products or else issue a full refund for the price you paid for the item, whichever you prefer. If you choose to exchange for another size please check the web site for availability by going to the product and clicking on the size you want.

How do I return something if I need to?

When we send your order out we enclose a returns/exchanges form. It tells you where to send items back to. If you are stuck about what you would like instead or have a particular reason for returning items we would love to hear from you, so feel free to call us.

How do I care for my Mukluks?

Because of the nature of the product, we recommend treating the suede or leather with a waterproof spray to avoid it from weathering. We can advise you on a brand if you are unsure.

Do you do Mukluks for Kids?

Yes we do, they are in the Baby and Kids sections of the site.

Do you do Mukluks for Men?

Yes, you can special order larger sizes for men. Just specify the size in the additional comments box when you order

I forgot to add something to my order can I do it now?

You can add to your order simply by going back into your order in the customer area and adjusting it.

Where are Mukluks made?

Mukluks are hand-made by Aboriginals in Canada.

Why do you want my email address?

Primarily so that we can contact you if there is a problem, we find that most people respond faster this way. Occasionally we will contact you to let you know our latest news or special offer, however if this really bugs you then we can take you off the database.

I have a shop and want to stock Mukluks what should I do?

Email retailer@muklukstore.com with you name, phone number and shop location and we'll get in touch.

We would love to hear from you, so please email us the questions you would like to see answered and we will publish them on the site. Click here to email us direct.