Free Shipping Over $49!

FAQ

Covid-19

Can I still purchase from your website?

  • Yes, we’re still open 24/7 to accept orders in the USA. We are only shipping to the US and select international states. Please email us at contact us page to see if we can ship to you. We are still offering free USA delivery when you spend on or over $99 with us.

Are you guys shipping like normal?

  • We’re trying to keep on top of order send outs as much as possible following the necessary safety measures and guidelines. Our warehouse has changed it’s opening hours to Monday to Friday, but don’t panic - we’re working with external fulfillment partners to ensure they’re taking all the correct and necessary safety precautions.

Where is my order notification?

  • Once you’ve placed an order with us you’ll receive an email to the address provided. If you did you not receive an email, please check your spam / junk folder and double check you entered your email address correctly. If you still haven’t received one after 36 hours, please contact us where we’ll be able to advise you further

How do I return my order?

  • For online orders our returns are continuing to operate as normal. Refunds will be processed within 14 days of your return arriving back to us. The money may take 3 – 5 working days days for the refund to appear in your account.

How do I contact customer service?

  • Due to circumstances our phone lines are currently closed, however you’re welcome to contact us by email, you can reach out via our contact us page. Our Customer Service Team are working as hard to respond to everyone as quickly as possible, but we are currently experiencing a delay in getting back to everyone due to the rise in requests in response to the COVID-19 outbreak. Please be patient with us, and we’ll get back to you as soon as we can.

What is Tsubo Shoes Store doing to ensure the safety and well-being of staff within the business?

  • We’re taking the Corona-virus outbreak incredibly seriously and want to ensure the well-being and safety of staff at all times when making any decisions. Since the government advised it was safest to do so, all out head office staff have been working from home (with the exception of those who have ‘business critical roles’). We have put in place a strict social distancing policy for any members of staff who may have to come in closer contact during the outbreak. Our warehouse staff are following a series of strict guidelines including social distancing, hand washing and many more which may result in some delays in order send outs.

What payment methods do you accept?

  • We accept payment from debit or credit cards - American Express, Discover, VISA, Mastercard, as well as payments made by PayPal, Amazon Payments, and Apple Pay.

Do you offer discounts for students? 

  • Yes, we do. If you’re a USA customer, we offer 20% student discount via this discount code {StudentAppreciation} simply copy and paste without the brackets at checkout!

My discount code didn't work?

  • Firstly, check that you’re entering the discount code exactly as it appears (case sensitive) and check that the code is still in date and has not expired. Secondly, check the terms and conditions of your code, if the item is in sale or in a certain category the discount may not be valid on this product. If it’s still not working, please email us at contact us page and our team will be able to advise you further.

Can I use more than one promotional code on my order?

  • No, you can only use one promotional discount in each individual order.

 Experiencing problems paying?

 

  • Oh no! Please try an alternative payment method or contact us at contact us page and one of our customer service representatives will help you as soon as they can!

What delivery options do you offer?

USA Delivery

Processing time (1-3 days) and Standard Delivery (3-7 working days)- $5.99 or free when you spend $99 or over.

There may be some changes and deliveries may take longer. There may also be situations, (including but not exclusive to poor weather conditions, custom delays, local postal delays and tech updates) which result in a longer delivery. For changes and updates please make sure to check your tracking and our delivery page. 

Where is my order?

  • Your order should arrive within the time frame of your chosen delivery method, which you can double check in your order confirmation email. You should also receive a tracking link in this email so check this out for any delivery updates. If the delivery time frame has passed and you’ve still not received your items, please get in touch with us at contact us page.

Can I cancel my order?

  • Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process. If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us by contacting us via email to contact us page.

Can I get a refund if the products price has changed since I ordered it?

  • As a business we're constantly changing our prices due to fashion trends, sales demand and other various reasons. This does unfortunately mean that if the price has changed since you've ordered, we are unable to refund the price difference. 

Can you tell me more information about your products?

  • We work hard to include as much information about our products in our product descriptions on the product page, but if there’s something more specific you’d like to know please contact us at our contact us page.

Can I return an item within 30 days?

  • Send us a request on our contact us page with the reason for your return and we will get back to you promptly with instructions! 
Best Value
Fast Shipping
Easy Returns
Amazing Service