The Totally Customer Driven Programme

Thank you for visiting our site today -  I realise that you have many, many choices of where to visit and shop, so really appreciate you dropping by.

Our Totally Customer Driven programme is something that operates throughout our entire business, and is core to absolutely everything we do.

Here is our commitment to you:-

FREE shipping on all orders – The price you see is the price you pay – we'll deliver your shoes to you at no extra charge.

FREE 365-day returns – if you need to make a return, you can do so within 1 YEAR of ordering using our postage-paid returns service.

FREE Exchanges – Want to exchange your shoes for another size? No problem, just return your original shoes using our free returns service, let us know on the returns form what size you'd like and if we've got it in stock, we'll despatch it at no cost.

FREE 24/7 telephone support – Our freephone number (0800 327 7317) is staffed 7 days a week, 24 hours a day, 365 days a year.

SAME DAY SHIPPING – If you order before 4pm weekdays, we'll despatch your order the same day and in the vast majority of cases, you'll receive it the very next day.

SECURITY – We treat your information with the utmost importance. We only ask you for the details we need to complete your order and don't keep your credit card details on file.

Our Totally Customer Driven programme has the following core values:-

To provide exceptional customer service in all that we do – All of our team have been trained and tasked with this, and to achieve it whatever it takes.

Constant improvement – “If it ain't broke – try breaking it” - we strive to embrace the latest technology and working practises to ensure you receive exceptional service from us at all times.

To keep our promises – Very simple, but something a lot of companies overlook - If WE say we'll do something, we'll do it!

Passion in the service we provide – We don't just want to provide good service, we want to provide LEGENDARY service.

The BEST product offering – We don't want to stock squillions of different brands – we turn away most of the brands that contact us. We concentrate on only those that offer the best quality at competitive prices. This is constantly being reassessed and if a brand does not live up to the high expectations we have of it, it's dropped, regardless of the profit margin.

To resolve issues quickly and efficiently - If you do encounter any issues when dealing with us, let us know and we'll put it right. You can either email sales@totallyshoes.co.uk or call us free on 0800 327 7317

To make it enjoyable - There's nothing that says that buying shoes has to be boring!

Our Feedback page has details of some of the recent comments we've received and is something we're really proud of. However, if, in your opinion, we ever fail to be Totally Customer Driven, I want to know. My personal email address is carl@totallycommerce.co.uk – let me know and i'll get it sorted. (As this is my personal email, it's only checked when i'm in the office. I'd therefore ask that for urgent requests you email sales@totallyshoes.co.uk and copy me in on the email or call us on 0800 327 7317).

If there's something you think I should know about, i'd really appreciate you dropping me a line.

With best regards

Carl Fraser
TotallyShoes.co.uk
c/o Totally Commerce Ltd