I hear Ted&Muffy has recently been bought, can you tell me more?
In the short term, it is back to business as usual online and in our Bath store.
Unfortunately our London and Edinburgh stores are now closed. If you have shopped regularly in one of those stores and are registered with us, will be making contact with you to confirm how we plan to support you in the future.
Following the change of ownership, has anything changed in relation to your policies?
In summary all of our policies remain the same and all orders, VIP founder member discounts and returns received before the change in ownership will be honoured as normal. Gift vouchers and credit notes remain valid and can be redeemed over the phone or in our Bath store.
In the very short term, please bear with us as we catch up on orders, returns and items returned for inspection or repair received since 22 April 2016. As soon as we have dealt with your particular order, return or repair we will contact you.
Please refer to our FAQs section for more detail on our general policies. Alternatively, if your question is not answered here please call a member of our customer care team on 0330 100 3455 or email us here.
What if the product I want is out of stock?
Once you select the colour and size details of the style you would like, an availability message will be displayed. If your chosen product is not in stock, we recommend that you perform a ‘Search by Size’ to see what is currently available in your size. Alternatively, please contact us so that we can check our stock holding in stores for you or suggest suitable alternatives. Please note: delivery timeframes will be longer if your order is fulfilled from store.
If the product you want is not in stock now, but a delivery is expected on a certain date, we recommend that you reserve this product by ordering it now. Your transaction will be authorised at point of order and you will only be charged when the product is sent to you*.
*Please note: Your total order value will be authorised on completing checkout, including products which are out of stock and on order. You may notice that this authorisation will temporarily reduce the available balance on your account by the value of the item(s) including for out of stock and on order items. The amount will then be debited from your account at point of despatch. Should the item(s) take longer than 7-10 days to be despatched to you, this authorisation will be reimbursed to your available balance, and your payment will be debited for the full amount upon despatch of the item(s).
What delivery options do I have?
For delivery options please click here.
I have wide/narrow ankles, will your boots fit me?
The size of the ankle on many of our boots changes with the size of the calf and the foot, and the style of the boot. In most cases we can get the right fit for you first time. However, if your experience is that your ankles are particularly large or slim compared to your calves, please refer to the Fit Notes provided on each product page to get a better idea of the fit of each of our styles. If you need further assistance, give us a call at 0330 100 3455 or email us here. We will be happy to advise on styles that might suit your ankles.
What if I'm not at home when my delivery is attempted?
If you are not in for delivery, our carrier will try a neighbour or leave the item in a safe place, dry and out of view. When you place your order, there is also the option for you to specify your own safe place or specific neighbour to leave the parcel with. If the carrier is unable to deliver or leave the parcel, you will be left a calling card with instructions on how to re-arrange an alternative delivery date.
If you specify your own safe place, please note it must be within 100 metres of the delivery address, in a sheltered, secure and out of view location (N.B. a bin is not suitable). Once the item has been delivered to the safe place, it is no longer covered by the carrier’s insurance and is therefore your responsibility.
What is your returns policy?
Apologies, the returns booking service is temporarily unavailable for all countries apart from UK Mainland, Northern Ireland, Isle of Wight, Germany, France and Netherlands. Please try again later, or contact us to let us know you’d like to book a return, and we will arrange this as soon as the service is available again.
If you are not completely satisfied with your purchase you can return your order to us at any time within 14 days of receipt for a full refund on the cost of the products or for an exchange. Exchanges are subject to availability. Products must be returned unworn and undamaged in their original packaging with the original purchase receipt.
Please note: We cannot accept returns of used product care items.
If you paid a delivery charge, and the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods by notifying us in writing, we will refund the standard postage and packing costs you paid as part of that order, If you paid for an upgraded service, we will only refund the cost of standard delivery. For further details, see our terms and conditions.
Footwear should only be tried on in carpeted areas to protect the soles of footwear. Returned goods found to be worn, damaged, marked, soiled or scratched will not be refunded or exchanged.
All Ted&Muffy products are checked for quality before they are sent to you. Customers can expect Ted&Muffy boots and shoes to remain of satisfactory quality throughout their reasonable life expectancy, so long as they are maintained correctly and not misused. If a product is deemed to have a manufacturing defect or is not fit for purpose upon receipt, we will offer an exchange or refund. If the product has been worn and is deemed faulty within 12 months of purchase, we will offer a replacement or exchange (subject to availability). Please note that items that are damaged as a result of wear and tear are not considered to be faulty; please refer to our care advice on how to best maintain your Ted&Muffy footwear here. Ted&Muffy will assess each case independently. Your statutory rights are not affected.
We advise that you use a traceable and insured postal service to return your products to us as we cannot be held responsible for goods lost in transit. Postage charges for returned products are the full responsibility of the purchaser, and are non refundable by Ted&Muffy unless you received a faulty or wrongly despatched item.
Ted&Muffy have partnered with Collect+ to offer you an insured and traceable service for your return. Collect+ is a convenient way to return parcels at over 5,800 local stores – most open early until late, 7 days a week. Full instructions on how to return your product will be outlined on the despatch note you will receive with your product.