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Delivery and returns

Free Delivery for orders over £30 (UK only)

For customers in the UK who qualify for free delivery based on their order value we will usually use Royal Mail. Bulky parcels will nearly always be sent tracked. 

If your not ordering custom shoes our packages are generally dispatched within 2 days after receipt of payment (UK Bank Holiday Weekends slightly longer) and a further 5 'working' days for delivery. Most orders are delivered within 2 to 5 working days. Boxes are amply sized and your items are well-protected.

Some items which are too large to be sent using these services may be sent by a courier at our discretion. We also reserve the right to use the most appropriate shipping method applicable for the items being ordered. This can include adding 'signed for' services to packages where we require delivery confirmation, or using a different service from those stated above. Any changes made will be made for the sole purpose of ensuring the speedy and safe delivery of your goods, and any extra costs involved in such changes will be met by us.

If an item is out of stock, we will notify you of this and offer you the choice of waiting, choosing an alternative item of equal value or refunding that part of your order.  

Returns

If you change your mind and wish to return your order, you have 14 days from the time you receive your order in which to inform us of your decision and return said order. You will then have 60 days to return your order for a full refund.

It is recommended that recorded delivery be used in returning the order to us. In the event that a recorded delivery is not used and an item goes missing, we may not be able to issue a refund for you. You are responsible for paying the postage costs back to us for an item you do not want. It is your responsibility to ensure items are returned as new, in the same condition in which they were received. We retain the right to refuse a return or make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

If an item arrives damaged, a mistake has been made on your order, or the item is faulty, then please contact us or email us [email protected]. You will have 14 days from receiving your order in which to inspect any goods and inform us if any item is faulty upon arrival. It is your responsibility to inform us of any defects in your order. If no communication is made within 14 days, we will consider this item as accepted by you, the customer. If we hear from you within the allotted time frame regarding a defective item, you will qualify for a replacement or refund once the items have been returned and received by us within 60 days, complete with your order number. All items must still be in the same condition in which they were received.

Return items to:

BG CUSTOMS
35 Tollymore Park
Hull
HU7 3HY
United Kingdom

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from (the “Site” or "website").

PERSONAL INFORMATION WE COLLECT

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”

We collect Device Information using the following technologies:

- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, PayPal, Apple Pay and Google Pay), email address, and phone number. We refer to this information as “Order Information.”

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION?

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:

Communicate with you;
Screen our orders for potential risk or fraud; and
When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

While you visit our site, we’ll track:
Products you’ve viewed: we’ll use this to, for example, show you products you’ve recently viewed
Location, IP address and browser type: we’ll use this for purposes like estimating taxes and shipping
Shipping address: we’ll ask you to enter this so we can, for instance, estimate shipping before you place an order, and send you the order!
We’ll also use cookies to keep track of basket contents while you’re browsing our site.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimise our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

When you purchase from us, we’ll ask you to provide information including your name, billing address, shipping address, email address, phone number, credit card/payment details and optional account information like username and password. We’ll use this information for purposes, such as, to:

If you create an account, we will store your name, address, email and phone number, which will be used to populate the checkout for future orders.

We generally store information about you for as long as we need the information for the purposes for which we collect and use it, and we are not legally required to continue to keep it. For example, we will store order information for 1 year for tax and accounting purposes. This includes your name, email address, billing and shipping addresses.

We will also store comments or reviews, if you choose to leave them.

WHO ON OUR TEAM HAS ACCESS

Members of our team have access to the information you provide us. For example, both Administrators and Shop Managers can access:

Order information like what was purchased, when it was purchased and where it should be sent, and
Customer information like your name, email address, and billing and shipping information.

Our team members have access to this information to help fulfill orders, process refunds and support you.

REVIEWS AND COMMENTS

We accept payments through PayPal. When processing payments, some of your data will be passed to PayPal, including information required to process or support the payment, such as the purchase total and billing information.

Please see the PayPal Privacy Policy for more details.

REVIEWS AND COMMENTS

When visitors leave comments or reviews on the site we collect the data shown in the comments form, and also the visitor’s IP address and browser user agent string to help spam detection.

An anonymised string created from your email address (also called a hash) may be provided to the Gravatar service to see if you are using it. The Gravatar service Privacy Policy is available here: https://automattic.com/privacy/. After approval of your comment or review, your profile picture is visible to the public in the context of your comment.

MEDIA

If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.

COOKIES

If you leave a comment or review on our site you may opt in to saving your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.

If you visit our login page, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.

When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select "Remember Me", your login will persist for two weeks. If you log out of your account, the login cookies will be removed.

EMBEDDED CONTENT FROM OTHER WEBSITES

Pages on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.

These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.

SHARING YOUR PERSONAL INFORMATION

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Stripe Payments to process online payments - you can read more about how Stripe uses your Personal Information here: https://stripe.com/en-gb/privacy. We also use Metrical, a privacy oriented web analytics tool to help us understand how our customers use the Site, no personal information is collected or shared.

If you request a password reset, your IP address will be included in the reset email.

Visitor comments and reviews may be checked through an automated spam detection service.

User-submitted images may be transmitted to image compression servers in the United States and stored there for up to 30 days.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

DO NOT TRACK

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

YOUR RIGHTS

If you have an account on this site, or have left comments or reviews, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes. If you would like to exercise this right, please contact us through the contact information below.

DATA RETENTION

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

If you leave a comment or review, this information and its metadata are retained indefinitely. This is so we can recognise and approve any follow-up comments or reviews automatically instead of holding them in a moderation queue.

For users that register on our website, we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.

MINORS

The Site is not intended for individuals under the age of 18.

CHANGES

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

CONTACT US

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at [email protected] or by mail using the details provided below:

35 Tollymore park , Hull, ERY, HU7 3HY, United Kingdom

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