Frequently Asked Questions
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Frequently Asked Questions |
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Q. I am experiencing a problem when I press the "Checkout Now" button. Why?
A. We are aware that a small number of customers have been getting an error
when they press the
button on the page
entitled "Your Shopping Basket". Customers get the message "The page
cannot be displayed". This is caused by an incompatibility between the settings
in your web browser software and our encryption software that is used to ensure
that your personal data is sent securely.
We are currently investigating how we can change our system to overcome this
problem and maintain complete security of your data. In the meantime, if you
wish, you can upgrade the settings in your browser by visiting this
Microsoft Knowledge Base article, which explains
the problem in more detail, and provides downloadable patches for you to apply -
http://support.microsoft.com/default.aspx?scid=kb%3ben-us%3b303807
Q. I am experiencing a problem when I attempt
to add an item to my shopping basket. Why?
A. We are aware that a small number of customers have been unable to add
items into their shopping basket. Instead, they receive a page warning them a "Security
Violation has been detected and recorded". This can occur if the computer
that you are using to place your order with us is either a) part of a network
that uses a Firewall to secure corporate data, or b) a personal computer that
has a Personal Firewall package running on it.
There is, unfortunately, little we can do if you receive this error. You have a
number of alternatives. Firstly, you could try to re-order using a PC that is
not running through a Firewall. Secondly, you can email your requirements to us
(but not your payment details). Alternatively, you can telephone your order to
us. Our phone and email contact details can be found
here.
Q. How can I pay for my
goods?
A. We accept the following methods of
payment -
MasterCard
Visa Card
American Express
Electron Card
Solo Card
Switch Card
Delta Card
We do not currently accept the following
methods of payment -
Diners Club
Cheques (only accepted as an
alternative to a declined card, and goods will not be dispatched until the
cheque has cleared)
Cash (you will have to visit one of
our shops in person to pay with cash)
Q. What do you charge for
delivery?
A. Our Delivery charge is based on the weight of your order, the delivery
address and your choice of delivery service. For a rough guide to our charges
for UK delivery, click
here. For all deliveries outside the UK you will need to proceed through the
first pages of our checkout in order to get a specific quote based on your
location and requirements.
Q. When will my goods be
delivered?
A. Our online order system will provide you with an estimated
delivery lead time from the date of posting
your order. Please note that this is only an estimate, and is based on
data supplied by the carriers used to ship your goods. Under normal
circumstances, the posting date will be two working days following the
date of your order. So, for example, an order placed at 13:00 GMT on a
Friday would normally be posted on the following Tuesday. If sent via the Parcel
Force 48 Hour service, you should expect to receive the goods on the Thursday.
However, factors that can effect the posting date
are -
1. If you have ordered more than one style of
product. We would normally dispatch all items in a single parcel, but
multi-product orders may require us to transfer stock from a store to our
warehouse to achieve this.
2. If we have to fulfil your order with stock that is located at one of our
shops, rather than our central warehouse.
3. If we experience problems processing your payment.
4. If we have to contact you for any reason prior to dispatching your goods.
Please ensure you supply us with a valid email address that allows us to reach
you. This problem has led to delays for a number of customers recently.
5. The proximity to National Holidays (Christmas, Easter etc) & Bank Holidays.
6. Items ordered from the Art 2U,Neosens 2U, El Naturalista 2U and Duffs 2U facility, which have completely different
delivery lead times. See
here for further details.
Q. Can you deliver to
outside the UK?
A. Yes. We are happy to ship goods to
you as long as you have a valid postal address. The charge for shipping goods to
you will vary according to your location and the weight of the item(s) ordered.
Q. What information do you
collect and why?
A. All the details about the data we collect from you, and how it is used is
contained in our
Privacy Policy.
Q. I am an overseas customer and have paid a
different US Dollar/Euro price for an item than the one that you displayed on
your site at the time of purchase?
A. We display foreign currency prices for guidance only. The price you will be charged will always be the advertised UK £
price displayed at the time of purchase. This will be converted into your home
currency by your credit card company or bank. The rate of exchange they use will
differ from that which we use to display guidance prices.
Q. I am interested in purchasing a style/size
combination which you do not have stock for, and which you do not show as having
additional stock coming in the future. Is there anything you can do to help me?
A. Under these circumstances,
we suggest you e-mail us your particular requirements here
enquiries@rawshoe.co.uk and we will try to assist you. Under certain
circumstances we are able to go back to our suppliers and order one-offs or
additional stock. We can sometimes put you in touch with a supplier/distributor
who may be able to help. Timing differences with our stock records may mean we can meet
you requirements after all. However, this would be a special order and would not
be subject to our standard web-based order procedure. No guarantee can be made
that we can fulfil your requirements, but we would be delighted to try.
Q. Do you stock shoes in UK half sizes?
A. Unfortunately not. Please do not get confused when viewing the Current
Stock Position page. Where we display columns for UK half sizes, this is purely
to show you the UK equivalent size for a shoe sized as US or European.
Q. Do Raw produce a printed mail-order catalogue that could be posted to me?
A. Sadly not. Our range of styles changes so quickly, that a printed
catalogue would be very expensive to keep up-to-date.
Q. I understand that I can buy Art Company styles from you that you do not
stock in your shops. How does this work?
A. Yes, we offer lines direct from the Art Company. The service is called Art
2U. For a full explanation click
here.
Home
Churchill Way
Saddington Road
Fleckney
Leicestershire
LE8 8UD
Tel:+44 (0116) 2402282
Fax:+44
(0116) 2404277
email:
enquiries@rawshoe.co.uk