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FAQ: Your questions, our answers

How to place an order?

There are various ways to search for an item on Spartoo:
  • Type a product description into the search box: colour, size, price etc... refine your search using the filters to view all our online stock, which is updated regularly.
  • Search by style or brand:
    - Browse our styles using the department tabs or the search box: discover brands that match your personality and personal style.
    - Select your favourite brand and discover their latest collection.
  • Top 5 sales:
    See the top 5 sales on Spartoo or each style and brand.
Once you've chosen your item, select the size you need in the drop down menu on the product page. Click on "Add to shopping bag" to add the item to your shopping bag. Once you have finished shopping, click on "Pay Securely Now". We’ll guide you through the four stages of the ordering process.

If you are not logged in, you will be asked to log in with your email address and password. If you do not have a Customer Account, you will be asked to create one.

Delivery information: Check your order summary and your delivery address.
Payment information: Choose your payment method, delivery and billing address.
Confirm: Enter your payment information.

The order has now been registered. You will see a page showing your order and payment details.

We send a confirmation email to you as soon as your order is placed – this should arrive within a few minutes.

Has by order been registered?

We send a confirmation email to you as soon as your order is placed. You can also sign in to your Customer Account and check your recent orders under "My Orders".

Keep an eye on your inbox as we’ll keep you updated about your order via email.

Remember to check all your email folders, including Junk, Updates, Promotions etc.

Can I cancel or amend my order?

As long as your order hasn’t yet been despatched we’ll be happy to cancel/amend it for you where possible.

To modify or cancel your order, please click here.

If your order status is 'Awaiting Preparation', you can change your delivery address, the size of your product or cancel your order.
If your order status is 'Preparation in Progress', 'Order in Transit' or 'Order Shipped', no modifications can be made.

Can I ship to an alternative address?

You can choose to get your order delivered to an address other than your billing address. Just enter this address during the checkout process.

If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organisation in the address field, as well as the contact name to ensure your parcel is successfully delivered.

Can I track the delivery of my order?

As soon as your order is despatched we’ll send you an email with a link to the courier’s website and tracking number to allow you to view up-to-date tracking on your order.

Deliveries will be made any time between 7.00am and 9.00pm.

All orders require a signature upon delivery. Please ensure you enter the delivery address where someone will be present to sign for the delivery.

What if my order does not arrive?

You can use the tracking number to view up-to-date tracking on your order.

We ask if you could patiently wait up to 5 days after the promised delivery date to receive your parcel in case of a delivery delay, but we will do our best to get your parcel to you as fast as we can.

If you have still not received your order after this time, please contact us stating your order number and we will look into this for you.

Why do I need an Spartoo customer account?

    With a Spartoo customer account you'll be able to:
  • Shop online
  • Track your deliveries and returns
  • Review your latest buys
  • Save your card details and delivery addresses to help speed things up at the checkout
  • Look up old orders
  • Sign up for our newsletters
  • Recommend a friend
  • Check your gift card balance

  • You can change your details at any time using ‘My Account’ which is in the top right hand corner of the page. Once you’re logged in you can change your details, addresses, password
    and newsletter subscriptions.

    Your data is safe with Spartoo, we comply with the Data Protection Act. Your account, personal details, and any order details are protected.

How do I register for My Account?

To create an account, click on 'My Account’ in the top right hand corner of the page. Alternatively, we’ll offer you the option to create an account as part of the checkout process when you shop with us online.

It's worth checking your account every once in a while just to make sure we have the right details for you.

Any changes you make to your account will not affect the details of any orders you’ve already placed.

To close your account please contact us and we will be happy to help.

Forgotten your password?

If you have forgotten your password for your customer account, click here 'My Account’ in the top right hand corner of the page. Click on the 'Forgot your password' link and enter the email address you registered with. You will receive an email shortly with your new password.

You’ll be up and running again in no time!

Need to contact us?

If our FAQ's didn't help, feel free to get in touch.

Send us a message on our Help & Contact page. We'll get back to you within 1-2 hours of receiving your message, during working hours (Monday - Friday: 8am - 4pm GMT).

Rather speak to us on the phone? Give us a call at at 0044 2033 183120 and we'll be happy to help.

We look forward to hearing from you!

How do I recommend a friend?

Recommend a friend to Spartoo and you’ll both receive €10 off.

Your friend must be new to Spartoo and place a first order of €50 or more to qualify for the offer using the same email address you use to recommend them. Once your friend has shopped, your sponsor account will be credited with €10 (credited 30 days after the date of order for orders of €50 or more that are not subject to any returns). All introducers must be existing account holders.

You can sponsor up to 100 people and earn up to €1000.

- Your earnings are credited 30 days after the date of order for orders of €50 or more that are not subject to any returns.
- Your earnings are issued in the form of a gift voucher, valid for 1 year.
- Cumulate your earnings and request a gift voucher from €20 onwards.

Loyalty programme

Spartoo has a loyalty points programme. Your loyalty points are valid for 12 months. Customers earn points for their purchases, which can later be exchanged for gift vouchers which give money off future orders.

For every euro you spend at Spartoo, you will be awarded 2 points. Each point is worth 1 cent. The number of points earned for each product is shown on the product page.

Points will be added to your total 30 days after your order was placed, so we can leave plenty of time for you to return items if you want to. Once 30 days have passed, points for the items you’ve kept will be added to your balance automatically. You can see your balance by clicking on 'My Account’ in the top right hand corner of the page.

You will earn points on shoes, clothing, bags and accessories. The only exclusion to earning points are delivery charges.

Once your balance reaches 500 points, you'll be able to exchange those points for a gift voucher – €5 for every 500 points - which you can use against your next order. You can also save up your points.

What is 'My Favourites'?

If you've added something to your shopping bag, it will be reserved for 2 hours. After 2 hours it will be removed so other customers can buy it.

You're able to 'save' items for later in your 'My Favourites' list. So if you're browsing the website and aren't ready to buy anything straight away, you can 'save' the item in your Favourites list ready for when you want to buy - and you can keep tabs on your must have items in the meantime.

Once an item is added to your Favourites list, you'll be able to see if an item has reduced in price since adding it to your Favourites list, or if the item is out of stock in your chosen size. The item will be removed from your Favourites list if it is completely out of stock.

The 'Add to favourites' button is on each product page underneath the 'Add to shopping bag' button. To view your saved items list, just click 'My Favourites' at the top right hand side on any page of the website.

Please note, saving an item for later does not reserve the item for you - items placed in your saved items list can still be bought by other customers. Items can only be reserved for you for 2 hours, once they're added to your shopping bag.

How can I find out more information about a product?

We try to give you as much useful info as we can about all our products, including a detailed description and photos. We also have a 3D image available for some products.

There is a description box on each product page just below the product photo where you can find details on the material. There is also a link to our size guide on each product page.

A care guide is also available to help you take good care of your shoes:

Stock availability

Our website will always show the most recent information about available items, sizes and colours.

The item you want may be temporarily out of stock in your size:
  • You can ask to be notified when it arrives by E-mail by clicking on the "Size alert" button, which can be found on the product page, underneath the size drop-down menu. Simply enter in your email address and the size you are looking for, and you will be immediately notified by email if/when your size becomes available.
  • Why not look for an alternative in our New Arrivals section?
  • Tell me more about Spartoo

    Spartoo is a leading European e-commerce company active in the in-season fashion retailing business. It has over 700 brands and more than 70,000 styles of shoes, clothes and bags available.

    There is more choice than you could ever imagine, from trainers to ballerinas, loafers, derbies, flip flops, sandals, boots and even slippers!

    How can I pay for my order?

    Chose your payment method on the "Payment Page" while completing your order. accepts the following payment methods:
    • VISA OR MASTERCARD credit/debit card
    • Paypal
    • Spartoo gift voucher
    • Payment on delivery
    • Bank Transfer

    Is it safe to order online?

    Safer than it's ever been.

    We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.

    This technology includes the following features:
    - Authentication: this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
    - Encryption: this encodes the data, so that it cannot be read by anyone other than the secure server.
    - Data Integrity: this checks the data being transferred to ensure it has not been altered.

    In the unlikely event of unauthorised use of your card, you must report the transaction immediately to your card provider in order to qualify for security protection and please contact us too.

    How do I use my Gift Voucher to pay for an order?

    If you have a gift voucher, enter its code in the special box in the upper-left hand corner on the payment page.

    The promotion will be applied directly to the amount of your shopping bag if the conditions of the voucher apply to the item(s) purchased.

    If you gift voucher is directly linked to your customer account, you can select your voucher in the drop down menu in the "Promotional Code" section. If the amount of your gift voucher is higher than the amount of your order, the balance is transferred to your gift voucher account which is located directly in your customer account. It will automatically be offered during a future order on the payment page.

    If the amount of your gift voucher is less than the amount of your purchase, you will need to pay the extra amount by another means of payment.

    The promotion will be applied directly to the amount of your shopping bag if the conditions of the voucher apply to the item(s) purchased.

    How do I use a promotional code?

    Once you've reached the payment stage, enter your promotional code into the 'Promotional Code' box, enter the code exactly as it was given to you, without any spaces and click 'OK'. If the code is valid, your discount will be applied! You'll be able to check this underneath the items as the discount value will have been removed and the price amended.

    If you find that your promotional code isn’t working then please check the below:
  • You can only use one discount/promotional code per order.
  • As our discount/promotional codes vary, so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website.
  • You can also check out our general terms and conditions regarding promotional codes by looking at the "Conditions of our current promotional offers".
  • Some codes will only work for specific people. If you’ve received the code in an email from Spartoo then the code may also be locked to that email address. Make sure you’re trying to use the code using your Spartoo account that has the same email address as we sent the code to.
  • Do prices on the website include VAT?

    All prices include VAT. The VAT charged will be French VAT.

    For more information please refer to our Terms & Conditions.

    What is the returns policy?

    Do you want to return something? No problem! Returns are FREE*.

  • You can return any item for a refund within 30 days of receiving your original order.
  • You can also exchange your item within 30 days, as long as the new item is the same as the original product you ordered.
  • We'll send your replacement to the default delivery address on your account - we can’t send a replacement to an address that’s not your default delivery address.
  • To check or update your address details, log into My Account and go to ‘My Addresses’.
  • If the item is out of stock in the size you have opted for, then a refund will be issued instead.
  • If you want a different item, then you'll need to return the unwanted item for a refund and place a new order.
  • We will refund the price you purchased your item at. This includes sale items.
  • All goods will be inspected on return.
  • The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way!
  • We are not responsible for any items that are returned to us by mistake.
  • In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
  • We recommend you obtain proof of postage. Our returns address is: Spartoo, 35 Rue de Bretagne, 38070 Saint-Quentin-Fallavier, France.
  • All items must be unworn and in their original condition. Returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box.
  • *Free returns does not apply to the Russian Federation.

    How do I return an item?

    Please follow the process below for returning your parcel to us.

    Step 1: Customer Account
    Sign in to your Spartoo customer account with your email address and your password and go down to the section "My Returns" to complete a return request.

    Step 2: Receive label
    - If your return is pre-paid by Spartoo: you'll receive an email with a link that you can click on to print out your shipping label.
    - If your return is at your charge: you'll receive an email with the return address to send your item(s) at your charge.

    Step 3: Return your parcel
    Contact UPS to arrange for collection of your package if your return is pre-paid or at the location of your choice if the return is at your charge.

    We recommend you obtain proof of postage.

    Whats happening with my return?

    Need to return an item? It's quick, simple and free!

    Login to your customer account and complete a return request

    Print out your pre-paid returns label

    Prepare your returns parcel and stick on your pre-paid label

    Call UPS to schedule a collection

    Based on your choice, we will process your exchange or refund!

    *Return procedure valid for certain countries only. Please refer to the SPARTOO.EU Terms & Conditions
    It can take up to 14 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and completed.

    We’ll send you an email as soon as we’ve completed your return, letting you know whether a refund or exchange has been processed. This is usually done within 3 working day of receiving your return into our warehouse.

    Any refund will automatically be issued to the payment method you used to place your original order. This typically takes 5 working days, depending on your payment method issuer.

    What is a partner product?

    A partner product is an item sold by a professional merchant via Spartoo. All merchants are qualified and are carefully selected by Spartoo for their product quality and service. Your payment will be safe and secure when you make your purchase.

    Products are marked with an icon 'Partner Product' on the product page.

    View information about the merchant, its delivery policy and returns policy on the product page.

    What are the payment, delivery and return policies for partner products?

    You can pay by debit/credit card or PayPal. All payments are secure and fully managed by Spartoo. Your payment details are never transmitted to the merchant.
    Delivery and returns:
    The delivery and returns policies are shown on the product page. By clicking on the links on this page, you can view more information.

    We strive to work with partners that offer the same free delivery and free returns service as Spartoo. However, partners are free to determine their charge for delivery and returns policy.

    How does the delivery of a partner product work?

    The partner is required to ship the order that you placed on Spartoo within 48 hours.

    Once your order has been despatched, you will receive an email with your tracking information.

    How do I return a partner product?

    You can return products purchased from a partner merchant within the time frame given for your return. This period is specified in the returns policy on the product page.

    Complete a return request by logging in to your Customer Account on Spartoo under "My Returns".

    The return is at your expense. You will receive an email with the returns address, and a return code to put inside your parcel.

    Once your product has been received, the merchant will notify Spartoo. Spartoo will then refund the price of the product(s) returned.
    Who is SPARTOO? | FAQ | The benefits | Terms & Conditions | *Conditions of our current promotional offers | Data Protection Policy | Contact

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