We will aim to dispatch your order to you in 24-48 hours. Please note, our order cut off time for next working day delivery is 2PM MON-THURS 1PM FRIDAY International orders are generally dispatched within 4 working days, please be aware international orders can take up to 10 days to be delivered. You must inform us within two working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence. You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.
For orders made from the UK or the European Union, 20% VAT is included in the price shown on the website. We do not ship outside the European Union.
Credit Card Security
When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.
We guarantee your satisfaction, if you are not happy with any product, please return within 28 days for a full refund. Please note that we do not refund any postage on shoes returned for credit or exchange.
The term ‘The Company’ means all of the brand names and websites operated by GRS Footwear (George Rye & Sons Ltd) including websites grs-footwear.co.uk; lunarshoes.co.uk; lunarshoesonline.co.uk; lollyfox.com; grisport.co.uk & ellieandpepper.co.uk. This also applies to all of our brand names, Goodyear, Levi’s, Benchmark, Lunar, Grisport, Lollyfox, Lulu & Lunar Kids.
1. Data Protection
1.1 We are committed to protecting your privacy and the security of any information given to us in order for us to process your order.
2. Our Data Protection Policy
2.1 We will not gather or hold personal information about you unless you have given your express permission for us to do so. By placing an order, you will consent to the use of such personal information. If you sign up to any of our mailing lists you also consent to the use of this information.
2.2 Any personal information held or processed will be kept up-to-date and will be destroyed as soon as the reason for its collection or processing has lapsed. No personal data about customers will be passed to any third party, except to offer you the opportunity to purchase from The Company, to fulfil the delivery of the goods to you, and as is necessary to process credit or debit card payments.
2.3 Your privacy and confidence will be respected at all times.
3. What Information is collected about you and how is it used?
3.1 When you place an order we need to collect your name, address, e-mail and telephone number as well as details of the method by which you intend to pay for the Goods. This information allows us to process your offer to purchase Goods and delivery of those Goods to you. We use your e-mail address to send you notification of the status of the order. We will contact you by e-mail or by telephone if any problems occur regarding delivery of the Goods to you.
3.2 This information may be provided to third party service providers for the purpose of processing your offer to purchase the goods.
3.3 We may use your e-mail address to provide you with information on products, services, promotions and special offers where you have indicated that this is acceptable by placing an order therefore agreeing with our terms and conditions.
3.4 If you supply your email address without placing an order – through a mailing list sign up - your email address will not be used for any other purpose and will not be held on file by ourselves or any third parties after the reason for collecting it has lapsed.
3.5 Should you wish to stop receiving emails from The Company, you can unsubscribe using the 'unsubscribe' link at the bottom of the emails, by changing your update preferences in the 'My Details' section of 'My Account' on any of our websites or by emailing us at firstname.lastname@example.org with unsubscribe in the email title.
4. Third parties
4.1 We will not sell or pass your details to third party organisations except to offer you the opportunity to purchase from The Company, to fulfil delivery of the goods to you and for the purpose of processing your offer to purchase the goods.
5.1 By making offer to purchase Goods you consent to the information you provide to us being processed for any of the above purposes.
6.1 Cookies are small pieces of information in the form of text files that are sent to your browser from our web server and are stored on your computer.
To gather information which allows us to identify your platform and record sales so we may improve customer experience and identify issues on the site.
· To ensure you are provided with correct and useful information during your visit to our site.
· To allow you to add items to the basket and proceed through our checkout.
· To collect data which allows us to improve our services based on purchases and site usage.
6.3 There are three different categories these cookies are split into:
· Essential to Site function cookies – these cookies allow you to browse the site, search for products and add items to the basket.
· Helpful, non intrusive cookies – these help improve your experience on the site, for example by recognising your location therefore displaying appropriate delivery options in a banner, and reminding you of your recently viewed items.
· Third Party Cookies – to help us record customer experience and to allow us to test new services, to help us improve the customer journey on the website.
6.4 You can choose not to allow cookies in your browser settings, but to be able to purchase from our site you will need to ensure your cookies are enabled.
7. How do we use information collected from you and do we disclose such information to outside parties?
We access the information we collect for certain purposes (for example, to aggregate the information, to monitor the use of the service during certain engagements and for other lawful purposes). All customer information, including personally identifiable information, will not be shared with anyone. We do not sell, trade or rent any of the the personal information that our customers provide.
8.1 The security of your transaction is important to us and to prevent any details being seen by unauthorised persons it is protected throughout the payment process. Our current payment processor is ‘Sagepay’ as well as Amazon Pay, Fruugo and Paypal. At no stage of any transaction do we receive or have access to any of your card details in any way.
9. Subject Access Request
9.1 On receiving your written request, we will (within 40 days of such a request being received by us) supply to you details of the personal information which we hold about you.
10. Contact Details
10.1 If you have any queries about these terms and conditions, or any other aspect of our website, or you have a complaint, you can phone the Company on 01670 716878 or e-mail us at email@example.com or write to us at: GDPR Manager, GRS Footwear, 1 Easter Park, Baker Road, Nelson Park West, Cramlington, Northumberland, NE23 1WQ.
10.2 We shall respond to any communication received by us as quickly as we can.
Our Returns Policy:
Lunar Shoes offer a generous 28 day returns policy where any orders can be returned to us, for whatever reason, for a full refund or size exchange as long is the item is returned in its original, unworn condition.
Items cannot be marked, damaged or dirty so please try on your shoes on a carpeted floor and make sure you are happy with the fit before wearing outside. Please return shoes in the original shoebox with any original tags intact.
Your rights to return goods are protected under the EU Distance Selling Directive.
How do I return orders?
UK - Inside your parcel you will find a pre-paid returns label so you can send goods back to us. Simply package your shoes securely, fix the label to the parcel and take to the Post Office. You will have nothing to pay as the label is pre-paid. Please make sure you get a proof of postage as you will need this if the parcel goes missing.
INTERNATIONAL - You a responsible for the cost of returning shoes yourself. The Post Office label will not be valid.
Do I have to pay to return an item?
EXCHANGE - If you want to exchange your shoes for another model or size, your return cost and the cost of us sending you another pair is absolutely FREE.
What information should I put in my parcel?
Please advise your name, address and order number with original paperwork if possible. Please clearly state if you would like a size exchange or a refund. If you have a copy of your order number, please include this too. If there is no note inside, we will automatically issue a refund, less the £2.50 returns postage cost.
What address should I send my goods to?
If you are outside the UK or simply wish to return the item to us yourself, please send to:
Mail Order Returns, GRS Footwear, Lunar House, 1 Easter Park, Baker Road, Nelson Park West, Cramlington, Northumberland, NE23 1WQ.
Please note that if you send the goods back to us using your own carrier, we will not refund your costs.
INTERNATIONAL- Orders cannot be exchanged, they must be returned for a refund and a fresh order placed.
REFUND: If you require a refund, please use the same return label but we will deduct £2.50 from your refund to cover the cost of returning the shoes to us. Unfortunately, any original postage costs cannot be refunded. If you wish to send the goods back yourself, please send to: GRS Footwear (Returns), C/O Zipex, Dept 98-0005, 8401 NW 17th St, Miami, FL, 33191, USA.
How long will it take to process my refund?
The Post Office Service takes 3 working days to get good back to us. We endeavour to do this within 3 days of receipt, however, please allow up to 28 days to cover any issues. Please remember it can sometimes take up to 14 days for the post office / Courier to get the goods to us.
Will I be charged another delivery fee to change my size?
No, we really are lovely people and want you to enjoy your Lunar shoes. We will send you your replacement free of any extra delivery charge.
What happens if my item is damaged or is not the correct item?
We hate it when this happens, but mistakes can occasionally occur. If your item is faulty or incorrect, please call Customer Services on 01670 713344 and we will arrange for your item to be replaced or refunded- including your returned postage charges.
What are my Consumer Rights?
None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.
I didn't buy my shoes from you, but will you refund or exchange them for me?
We regret that only items purchased directly from us can be refunded or exchanged by us. If you bought your shoes from another retailer and have any issue whatsoever, you must deal directly with that retailer and show them your valid proof of purchase. Lunar Shoes.co.uk or GRS footwear cannot deal with any issue if your shoes were not purchased directly from us.
REQUESTING A REFUND:
If you require a refund, please note this inside your parcel. We will issue a refund, minus a £2.50 charge for using our pre-paid postage label. Unfortunately, any original postage costs cannot be refunded.
REQUESTING AN EXCHANGE
If you require an exchange, please use the form supplied to outline exactly what you would like. We will send the replacement as soon as possible. Return of the parcel is free if you use our pre-paid label. If for any reason we are unable to fulfil your exchange, we will refund your shoes within 7 days.
Company Registration Details
Our details are as follows:
Registered Name: George Rye & Sons Ltd.
Place of registration: Lunar House, 1 Easter Park, Baker Road, Nelson Park West, Cramlington NE23 1WQ.
Registered Number: 1222255 England
01670 716 878 firstname.lastname@example.org