Frequently Asked Questions


Can I preorder items for delivery?

Yes. However these will be on items that are specifically indicated as a preorder; this generally applies on new releases, we will only accept orders on items that we have in stock at the time. Back to top

Can I change my order?

Once the order has been placed, it cannot be changed online. If you want to change your order, please telephone on 800 555 1212, and if it has not yet been processed we will change or re-issue a new amended order.
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Do you offer gift wrapping options?

Yes, Your gifts can be delivered in our beautifully presented gift boxes for just $4.99 per item. Each box carries the Demandware logo and comes with a gift card for your personal message. Enter your personal message into the fields provided, (up to a maximum of 4 lines and 80 characters). If you would like to change your gift wrap options, simply select from the drop down box. Once you are happy with your selections, click 'continue' to proceed with your purchase. Please note: Gift wrap is not available on all items, (extra large items such as rocking horses and sit and ride vehicles are excluded). Back to top

Can I return items to a store?

Yes, with the exception of notified non-returnable0 goods. You must provide proof of purchase such as a delivery invoice or your email order confirmation. Your goods will be taken and your exchange or refund will be processed on the card you used to place your order.
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When do I get my refund once I have returned an item?

Once we have received the item into our warehouse we aim to process a refund onto the original payment card within two weeks.
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If I return all the items in my order will I still be charged for delivery?

If any of the items we deliver are damaged or incorrect, we will refund the delivery charge. If you change your mind about wanting to keep them, you may return them free of charge but we will not refund the original delivery charge.
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What should I do if my credit/debit card has been refused when placing an order?

Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card.
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Do I get charged for delivery of each item I order?

Postage and packaging for each Gift Basket is charged for separately but all other items will attract one delivery charge, no matter how many you buy.
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Do you deliver overseas?

With the exception of Gift Vouchers
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I have a complaint, who should I speak to?

If it is about a product you have bought from our stores, please get in touch with the store you purchased from – the telephone numbers of all our stores can be found on this website. If the complaint is about an online shopping experience please call one of our customer service representatives on 800 555 1212 or complete the form on the Contact Us page.
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What do I do if my product breaks down during the guarantee period?

If products are under guarantee, your order confirmation email/delivery note is your proof of purchase/receipt and you should follow the manufacturer’s instructions for notifying the manufacturer of any problems within the guarantee period.
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Do you offer discounts on corporate or bulk orders?

We offer discounts for deliveries to the same address over certain order values. Please telephone on 800 555 1212 to discuss your requirements
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How do I print a return label?

Go to our Returns Page, and fill in your Order Number, last name or email address, and your zip code and click “submit”.

You will be taken to a new page with your order details. Scroll down to where it shows the product you want to return. Where it says “I would like to”, click the tab to change it to say “Return this item”. A new tab will then appear for you to choose why you would like to return your item.

Once you have chosen your reason, click the button below that says “Submit Return/Exchange”. Please note, you may need to wait up to 45 seconds for it to process.

You will then be taken to a new page where you can download your return form. Download the form, and you can then print it using a printer at home, or at a local printing services establishment. Please include the summary sheet in the return package and adhere the shipping label to the outside package. BOTH documents must be included in the return to be processed.
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How do I return a package?

Please visit our Returns Page.
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When will I receive a refund?

Returns will be refunded to the original card used to purchase the item(s). Please note: A return shipping charge of $5.00 will be deducted from your refund. Please allow two weeks for your return to be processed. You will receive an email to confirm a successful return. A credit should appear on your credit card, or original method of payment, within two billing cycles.
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How do I return a defective item?

We are sorry you are experiencing an issue with your product! To help expedite your concern, please see the general guidelines below to help determine if your product will be considered defective by our review team.

Definition of a defective product:

  • A Defective Product is an imperfection in a product that has a manufacturing or design defect

Examples of what is not considered defective:

  • Worn stitching, worn soles or frayed webbing due to normal wear
  • Damage that is a result from misuse, normal wear and tear or damage occurred during storage
  • Broken or damaged laces, lace retention devices and worn soles
  • Product acquired from aftermarket sources such as online auction sites, liquidators, consignment shops, private sellers and salesman samples
  • Improper fit. Fit is the responsibility of the owner and should be assured within return window
  • Comfort issues

If you feel your product is defective as a result of a manufacturing or design defect, please call us (888) 699-7375.
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Contact us


Weekdays: 8am to 9pm (EST)
Weekends: 9am to 6pm (EST)


(866) 699-7379
Monday-Friday 8am-9pm ET
Saturday-Sunday 9am-6pm ET

Location Customer Service
1400 Industries Road
Richmond, IN 47374