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Help & Contact

0044 203 318 2709
monday - friday : 8h - 17h
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The 10 most frequently asked questions

Order

Choice of products and stock

Find an item

Find an item
How do I add an item to my shopping bag ?
To add an item to your shopping bag, simply choose your size from the drop-down list titled “Your Size” and confirm your choice by clicking on “Add to shopping bag”. Only the sizes currently in stock are shown in the drop-down list.
How do I order what I've put in my shopping bag ?
You will then be taken to your shopping bag, where you can continue shopping by clicking on “Continue Shopping” or you can complete your order by clicking on “Pay Securely Now”.
How do I delete an item from my shopping bag ?
To delete an item from your shopping bag, you will first need to click on “Shopping bag” at the top-right on the home page of our website. You will then be taken to your shopping bag, where you can delete an item by clicking on the bin icon on the right. Finally, if you would like to change the quantity, to either add or delete a certain number of an item which is already in your shopping bag (same colour, same size), you can use the symbols and – in the “quantity” column.
How long do items stay in my shopping bag ?
Items stay in your shopping bag 15 minutes and cannot be ordered by anyone else. After this, items will go back on our website for general sale.

Find product information

Find product information
If you wish to obtain information on a product, we invite you to go onto the product page of the product in question. You can then view a complete description of the product including the materials that make it up and its dimensions. You also see photos taken from multiple angles by our photo studio and occasionally a 360° view to see the product from all angles as if you had it in your hands.

Product sizing

How do you choose your shoe size?
If you aren't sure what shoe size to choose, you may consider looking at customer feedback about the fit of the shoe which can be seen on the product page. However, the fit guide (sizes big, sizes small) may not apply to you. We would invite you to consult the size guide which you’ll find under the product photograph. This is a general size guide that is NOT brand specific however, and is simply a guideline. The size you wanted isn't available anymore? You can click on "Size Alert" and an e-mail will be sent to you if/when the item comes back into stock. If you don't hear back from us, that means that we haven't gotten any more stock in in that item. We would advise that you take a look at similar products to find another item that would suit you.
How do you find your best clothing size?
If you aren't sure what clothing size to choose, we would invite you to look at the sizing advice on each product page. This advice is given by our customers who have already ordered the product: we would therefore recommend taking it into consideration but it may not be suitable for your particular case. You can also consult the size guide which you’ll find underneath the photograph, next to the sizing information. The size you want isn't available? You can click on "Size alert": and an email will be sent if the item comes back in stock. If you don't hear from us then that means we have not had a restock on this article. We advise that you consult similar items, to find another product that you like.
Does Spartoo carry Plus Size items?
At Spartoo, we work diligently with the help of our partner merchants to propose the largest selection of brands and styles for our customers. We have also created a special selection of Larger Sizes which include women’s shoes bigger than a size 8 and men’s shoes that go up to size 16. To see what we have available, you can use the size filters: choose the shoe style you are interested in and refine the selection by size: all of the styles we have available will appear on screen.

Stock and product availability

Stock and product availability
Only available sizes are displayed on Spartoo.eu. If you cannot see your size listed, it is most likely out of stock. If that is the case, 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.
Size Alert : 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. If you don't hear back from us, it's because the item you desired has still not come back into stock. We would advise that you look at similar items and perhaps you will find something else that you like.

Reserve an item

Reserve an item
Unfortunately we can not reserve an item for you on Spartoo as items are considered "reserved" once they are paid for. We therefore recommend you place your order as soon as possible to make sure it is still available.

Counterfeit items

Spartoo and counterfeit items
Counterfeit goods are forbidden by law and any trader dealing in counterfeit goods is subject to heavy penalties. As such, Spartoo.eu follows the law and we receive our stock directly from official brands. It is absolutely impossible that one our customers could receive a counterfeit item.

Delivery

Where we deliver to

Where we deliver to
Our delivery service includes: Albania, Andorra, Belarus, Bosna i Hercegovina, Bulgaria, Croatia, Cyprus, Estonia, Hungary, Iceland, Ireland, Kosovo, Latvia, Lithuania, Macedonia, Malta, Moldova, Montenegro, Norway, Romania, Russian Federation, Serbia, Slovenia and Ukraine.
Please note that we do not deliver to PO Box addresses.

Delivery options and cost

Delivery to European countries
You will find the available delivery service for your order on the payment page :
  • Delivery by local post for Croatia, Cyprus, Hungary and Malta within 7-10 working days. Delivery is free of charge.
  • Delivery by local post for albania, Andorra, Belarus, Bosnia y Herzegovina, Icelande, Kosovo, Macedonia, Moldova, Montenegro, Norway, Russia, Serbia and Ukraine within 7-20 working days. Delivery cost €10 for order total less than €50. Free delivery for order total more than €50.
  • Delivery by UPS Standard is within 3 to 5 working days and the delivery charge varies by country. Delivery by UPS Express is within 24 hours on any order placed before 1:00 p.m. CET and the delivery charge varies by country. For further information, please refer to our Terms and Conditions.

I would like my parcel to be delivered to another address than my billing address

I would like my parcel to be delivered to another address than my billing address
Spartoo Products When you place your order, you can choose to have it delivered to an alternative address than your home address.

I have found a mistake on the website

I have found a mistake on the website

I have found a mistake on the website
Our product descriptions and communications are written with the utmost care. However, if you see an error on our website or in an email, please let us know via our contact form, or by telephone at 02033 182709. We thank you in advance.

Payment

Payment

Payment methods
For a Spartoo Product :
  • Visa or Mastercard debit or credit card (full payment)
  • Visa or Mastercard debit or credit card (in 3 instalments, order of £50 or more, additional £5 service fee)
  • American Express
  • Paypal
  • Spartoo Credit Note
For a Partner Product :
  • Visa or Mastercard debit or credit card (full payment)
  • Paypal
Secure payment
We guarantee secure payment, Spartoo uses CIC bank’s secure payment system. This service uses the SSL security system. Confidential information (16 digit card number, expiry date, and security code) are encrypted and sent directly to the bank’s server, without first going through the Spartoo server system. All these rules correspond to the security standards that best guarantee your transactions.
VAT
Prices shown on the product pages and in the shopping bag are prices inclusive of VAT, at the current VAT rate.
My payment won't go through
Despite the mobilization of Spartoo and the quality of our banking interface, computer malfunctions may appear when paying for your purchases. We would advise that you contact our customer service, so that a counselor can explain how to best proceed. We will respond as soon as possible.
What happens if my bank refuses the payment?
If your bank refuses your payment, your order is automatically canceled and your account will not be charged. We advise you to contact your bank to know the Internet payment acceptance conditions they offer. You will then be able to reorder.

Place an order

Place an order

How to place an order
Please note that, to complete your order, you must first have a customer account on our website. As such, if you have not yet done so, you must first sign in or create your customer account (if it is your first order). If you would like to place an order, you’ll need to confirm your order online.
  1. To add an item to your shopping bag, simply choose your size from the drop-down list titled “Your Size” and confirm your choice by clicking on “Add to shopping bag”. Only the sizes currently in stock are shown in the drop-down list.
  2. You will then be taken to your shopping bag, where you can continue shopping by clicking on “Continue Shopping” or you can complete your order by clicking on “Pay Securely Now”.
  3. To do this, you will first need to log into your customer account online. Then click on the “Shopping bag” icon on the top-right of our homepage. Then, click on the green button “Pay securely now” on the bottom-right, underneath the list of products in your shopping bag.
    • You will be redirected to the payment page where you can choose your payment method and delivery method.
    • If you have a discount voucher, enter in the code or select it from the drop-down menu.
    • Choose your payment method
    • Choose the delivery you need (Standard or Express)
    • Choose which address you will have the parcel delivered to.
    • Your delivery address must match the country to which we deliver to: Spartoo.eu only delivers to customers within the UK.
    • Before confirming your order we would advise that you doublecheck to make sure that all the items you have put in your shopping bag are the quantity, sizes and colours that you need.
Once you have completed your order by paying for it with the payment method of your choice, your order number will appear on screen. You will receive an e-mail when your order has been placed and another email when your order has ben shipped out. Click on "My Account on the top right hand side of the main page then "My Orders" and click on "View my latest order" , you can follow up on your order. In this section you can also see all of the other previous orders that you have placed on Spartoo as well as their invoices. You can track your order by logging into your customer account and going to the “My Orders” section.
My shopping bag
Please note that, to complete your order, you must first have a customer account on our website. As such, if you have not yet done so, you must first sign in or create your customer account (if it is your first order). If you would like to place an order, you’ll need to confirm your order online.
  1. To add an item to your shopping bag, simply choose your size from the drop-down list titled “Your Size” and confirm your choice by clicking on “Add to shopping bag”. Only the sizes currently in stock are shown in the drop-down list.
  2. You will then be taken to your shopping bag, where you can continue shopping by clicking on “Continue Shopping” or you can complete your order by clicking on “Pay Securely Now”.
  3. To do this, you will first need to log into your customer account online. Then click on the “Shopping bag” icon on the top-right of our homepage. Then, click on the green button “Pay securely now” on the bottom-right, underneath the list of products in your shopping bag.
    • You will be redirected to the payment page where you can choose your payment method and delivery method.
    • If you have a discount voucher, enter in the code or select it from the drop-down menu.
    • Choose your payment method
    • Choose the delivery you need (Standard or Express)
    • Choose which address you will have the parcel delivered to.
    • Your delivery address must match the country to which we deliver to: Spartoo.eu only delivers to customers within the UK.
    • Before confirming your order we would advise that you doublecheck to make sure that all the items you have put in your shopping bag are the quantity, sizes and colours that you need.
Once you have completed your order by paying for it with the payment method of your choice, your order number will appear on screen. You will receive an e-mail when your order has been placed and another email when your order has ben shipped out. Click on "My Account on the top right hand side of the main page then "My Orders" and click on "View my latest order" , you can follow up on your order. In this section you can also see all of the other previous orders that you have placed on Spartoo as well as their invoices. You can track your order by logging into your customer account and going to the “My Orders” section.
How to place a gift order
Offer a gift card: Spartoo offers you the possibility of offering your loved ones a gift card:
  • Choose the amount;
  • Write a message to the recipient;
  • Send the gift card by email, or print it out and give it to them in person.
The gift card is valid for one year from the activation date. Please note: this card is only valid for Spartoo products. If the order contains a partner product, you will not be able to use it. To obtain the cado card: https://www.spartoo.co.uk/gift-voucher.php
Use a discount voucher or a gift card
If you have a money-off voucher available in the “My Advantages” section of your customer account, you can use it on one of your orders by typing in the discount code in the box provided in the “Promotional Code” box on the payment page. If your voucher is valid and your order fulfils the pre-defined purchase conditions, the discount will automatically be deducted. If an error message appears, please make sure that your order fulfils the necessary purchase conditions of your voucher.
Please note :
  1. Voucher codes cannot be used on a Partner Product order, shown with the icon “Partner Product”.
  2. Before using your voucher, I would invite you to verify the purchase conditions (the conditions are indicated in your Customer Account, in “My Advantages” then “More info here”.) If your order includes both Spartoo products and Partner products, you’ll need to split your order into two parts: - One order with only Spartoo products, on which you can use your discount code (if the conditions apply). - One order with your partner product(s)
  3. If you make a return, we cannot recredit your discount voucher.

Problems encounters during the order validation process

Problems encounters during the order validation process

I cannot find my discount coupons in my customer account anymore.
If you have discount vouchers available you can find them in your customer account under the section "My Advantages." . If you can't find them there, please know that discount vouchers are only valid a certain amount of time and once they expire, disappear from your customer account. You can see the terms of use of discount vouchers in your customer account clicking on "See more information here" below the coupon code. Please note that if you return the item, we will not reinstate your coupon.
My discount vouchers/gift cards aren't working
You can see the terms of use of coupons or gift vouchers in your account, by clicking on "More infomation here" below the coupon code. To access your gift vouchers please click on "My Account" and then the section "My Advantages." Please note that these gift vouchers are not cumulative on discounted or sale items. Vouchers are not cumulative and may require a minimum purchase. Gift vouchers are not valid on partner products.
My order does not show up on my customer account
If there is no trace of your order in your customer account please send us an email with the date that you placed the order as well as your order number so that we can help you.
My shopping bag
How do I add an item to my shopping bag?
To add an item to your shopping bag, simply choose your size from the drop-down list titled “Your Size” and confirm your choice by clicking on “Add to shopping bag”. Only the sizes currently in stock are shown in the drop-down list.
How do I order what I've put in my shopping bag ?
You will then be taken to your shopping bag, where you can continue shopping by clicking on “Continue Shopping” or you can complete your order by clicking on “Pay Securely Now”.
How do I delete an item from my shopping bag ?
To delete an item from your shopping bag, you will first need to click on “Shopping bag” at the top-right on the home page of our website. You will then be taken to your shopping bag, where you can delete an item by clicking on the bin icon on the right. Finally, if you would like to change the quantity, to either add or delete a certain number of an item which is already in your shopping bag (same colour, same size), you can use the symbols and – in the “quantity” column.
How long do items stay in my shopping bag ?
Items stay in your shopping bag 15 minutes and cannot be ordered by anyone else. After this, items will go back on our website for general sale.
My payment won't go through
Despite the mobilization of Spartoo and the quality of our banking interface, computer malfunctions may appear when paying for your purchases. We would advise that you contact our customer service, so that a counselor can explain how to best proceed. We will respond as soon as possible.

Problems signing in

Problems signing in

Problems signing in
If you are having trouble logging in, first make sure your internet connection is working properly. If the malfunction persists, please let us know by specifying the device you are using (computer, tablet, smartphone) and the browser (Internet Explorer, Mozilla Firefox, Google Chrome ...) so that we let our IT department know.

Returns and refunds

Returns and refunds

How long do I have to return an item
You have received your order and you would like to return one or more products to us. The return policies are different for Spartoo products and Partner Products. The return policy for Spartoo products You have 30 days starting from the date that you have received your order to return it. You can return an item for a new size, a refund, or a credit. The return policy for Partner Products In general, you have 14 days starting from the date that you have received your Partner Product order to return it. You can only return an item for a refund. However, please know the return policies can vary from seller to seller, and we would invite you to click on the link “See Return Policy” on the product page of the Partner Product you would like to return.
How to make a return
To make a return, go into to your customer area and select "Make a return request" in the "My Returns" section. Then follow the procedure below: How to make a return :
  1. Choose the order that you would like to return to us and check the items of your order that you want to return. Please choose the reason why you are returning it.
  2. Choose which Collect + shop you would like to return your item to.
  3. Print your pre-paid label (available in the "My Returns" section by clicking on "View my last return") and securely attach it to your parcel. This label is valid for 30 days after you make your return.
  4. Drop off the parcel at the Collect+ shop of your choice. Please note that the item must be returned in like-new condition with its original packaging and tags. The return will not be accepted if the model is unfit for sale (damaged, used or soiled). In this case, the product will be returned to you and we will not refund the return.
  5. Keep an eye on your return in your customer account in the section "My Returns" by selecting "View my last return".
  6. Once the parcel has been received in our warehouse, and the return confirmed we will refund the returned item(s). Your refund will be made by crediting the payment method that you orignally used when you first placed the order. - For refunds by credit card, please note that bank to bank delays can delay by a few days the actual recredit on your account. In addition to this, if you have a credit card with deferred payment, the recredit will also be deferred. - For payments in 3x: If you have returned all of the products ordered: we will refund the first monthly payment and cancel the remaining monthly installements. If you return only some of the products ordered and keep the others: we do not refund the first installement, and deduct the amount of the returned items from the remaining installments. Please note that using our payment in 3 installments service incurs a £5 non-refundable fee. If your bank card has expired or expires at the end of the month, we will ask for your bank details when you will register a return and the refund will be made by bank transfer.
Returns and refunds
All items purchased on the spartoo site may be returned for any reason. You have 30 days from the date of receipt of your spartoo order to make a return request. You can : make an exchange for the same model but a different size, a bank refund, or a credit note. The return of the item(s) within this period must follow the detailed procedure below. Please note: to be accepted, returns must meet the following criteria:
  • Items must only have been tried on and not worn outdoors;
  • Items must be in a like-new condition;
  • Returned items must match what was originally delivered;
  • Items must be returned in good condition in their original packaging (please do not put tape directly on the shoeboxes), all in a securely closed parcel;
  • Products must be returned within 30 days;
  • Empty parcels will not be exchanged or refunded;
  • Follow the return procedure;
When will I be refunded?
  • Your refund will be paid back to the payment method you used when you placed your order within the 3-4 working days once your return has been received in our warehouse. If you have paid in 3 instalments by credit/debit card, we will refund your first instalment and we will cancel the two scheduled payments. If you have only returned some of the items, we will not refund the first instalment and deduct the remaining amount off of the following instalments. If your credit/debit card has expired or if it expires within the month, we will ask you for your bank information when you register your return and we will refund you by bank transfer.
Return costs
How much will it cost to return Spartoo items
Exchanges
Unfortunately we cannot exchange an item for a different colour or style at this time as the product reference is completely different. We can only exchange an item for a different size (same style/colour), for a full refund, or for a refund in the form of a credit note.
  • Make an exchange for a different size
If you would like to try a different style/colour, you would simply need to return your item(s) to us for a refund. With your refund (either in the form of a credit note or back to your account), you can simply order the desired pair on our website. Also, you'll receive an email from us as soon as your refund is processed, that way you'll know exactly when you can proceed with your new order.

My orders

Download my invoice

Download my invoice

Download my invoice
To download your invoice, simply log in to your customer account. In the section called "My Orders", select the relevant order. Then click on "Download my invoice" at the top right-hand side of the webpage. Please note that your invoice only become available in your customer account once your order has been shipped.

Modify – Cancel my order

Modify – Cancel my order

Modify - Cancel my order
  • If your order status is "Awaiting Preparation":
You still have the possiblity from your customer account or order confirmation email, to cancel or change the size of your order. As well, if it is a product sold and shipped by Spartoo you can also update your delivery address. For any other changes, please contact our customer service so that we can help.
  • If your order appears in "Validation" or "Preparation in Progress" status:
You still have the possibility to cancel or modify your order by contacting us directly. Our phone lines are open Monday to Friday from 8 to 17h. We may still be able to cancel or modify your order depending on the parcel progress in our warehouse or with our partner merchants.
  • If your order appears in "In Transit" or "Shipped" status:
Unfortunately, we will no longer be able to modify your order because it will have already left our warehouse. Your order will be delivered to the delivery address of your choice by the courier you chose when you placed your order. If you no longer require the parcel, upon delivery we advise that you refuse the parcel to speed up the return process and to avoid paying any return fees if you had ordered a partner product. To know what the status of your order is, go to your customer area, in the section called My Orders.

Parcel tracking – Delivery times – Delivery problems

Track my parcel

Parcel tracking - Delivery times - Delivery problems
The status of your order is updated throughout the delivery process. Here are the different steps:
  • Awaiting preparation: your order has been registered;
  • Preparation in progress: our logistics team is currently preparing your order in our warehouse;
  • un lien vers le site du transporteur vous est envoyé par email.
  • In transit: your order is ready to be shipped: it will be picked up by the courier service that evening;
  • Shipped: your order has left our warehouse: you will be sent an e-mail with a link to your parcel tracking so that you can track your parcel on its way to you. To know more about the status of your order, log into your customer account into the section called "My Orders." If your order has been shipped, you can track your parcel on the couriers website: To track your parcel, log into your customer account, then under the section called My Orders . Find your order, then click on "track your order" on the upper right-hand corner of the web page. Your parcel tracking can take a few hours to update. If the link to your parcel tracking does not work 24 hours after your parcel has shipped out, please contact our customer service for further help.

When will my parcel be delivered?

When will my parcel be delivered?
To find out your estimated delivery date, sign into your customer account and then click on the section called "My Orders." If your order has been shipped, you can track your parcel directly on the couriers website: To track your parcel, simply log into your customer account then click on the section "My Orders". Click on the order you wish to track and then "Track My Parcel" (on the top right). Please note: the link can take a few hours to update. If the tracking link does not work the next working day, we would invite you to contact our customer service at your earliest convenience.

There is a problem with delivery (I haven't received my parcel yet)

My order has been picked up by the courier company but has not yet been delivered
If the delivery deadline has not been exceeded : Please do bear with us in this case, as your parcel is on its way to you and will be delivered soon. If it's after the delivery date and your parcel has still not been delivered :
  • We would advise that you check and see if you have received a "missed delivery" card from the driver.
We would invite you to contact our customer service at your earliest convenience so that we can chase up your order for you and contact the courier if need be.
  • Your parcel tracking says "Delivred" in your customer acount, but you have not received anything?
Some delivery drivers can leave parcels with a neighbour, a warden or a guardian if you are not in upon delivery. We would advise that you get in touch with them to see if they have accepted your parcel on your behalf but just haven't gotten around to giving it to you yet. If your parcel still cannot be found, we would advise that you contact our customer service at your earliest convenience, so that we can contact the courier on your behalf to see what happened to your parcel. We will get back in touch with you as soon as you can. We do apologise for the inconvenience caused and do thank you for your patience and understanding.
My parcel tracking says that my parcel has been delivered, but I do not have it.
We are very sorry for the inconvenience caused. We would advise you to check with your nearest neighbours or a gardian or warden who could have accepted the parcel on your behalf and just not gotten around to giving it to you yet. If this is not the case, we would advise that you please contact our customer service at your earliest convience so that we can further assist you.
The maximum delivery time has been exceeded
First of all, we do sincerely apologise for the inconvenience caused. This may be for several reasons. In order to see where the issue is coming from, we would advise that you track your parcel, using the parcel tracking link available in your customer account under the section called "My Orders." You can see a detailed summary of where your parcel has been.
  • It is possible that the delivery driver had forgotten to leave you a delivery slip in your mailbox and in most cases they will try to deliver again the next business day. Some couriers can also leave your parcel in a local access point if you are not in upon delivery. In that case, you can claim your parcel at that access point with your photo ID.
  • Your parcel tracking may say "Returned to Sender." In this case, there may be a query with the delivery address and the driver has not found/does not have access to the property and unfortunately was not able to deliver the parcel. Once we receive your parcel back in our warehouse, depending on how you would like to proceed and as to availability of stock, we will either ship out a replacement or refund you in full.
  • Your parcel tracking status says "Delivered." This means that the driver delivered your parcel to the delivery address that we have on file. If you have not received your parcel, your parcel may have been left with a neighbour or a guardian or warden who could have accepted your parcel on your behalf, so we would advise you to check with them.
  • Your parcel may be lost: parcel tracking may not update after a certain number of businesss days. We would advise that you contact our customer service at your earliest convenience so that we may file a claim with the courier and see what has happened to your parcel.
What happens if I am not in when my parcel is to be delivered?
Delivery to your doorstep : If you are not at home when the delivery driver delivers your parcel s/he will place a card in your mailbox letting you know that a delivery attempt was made. This delivery notice indicates the time and day that the driver attempted delivery. They will either make a second delivery attempt the next business day if they require a signature, or depending on the courier service, leave your parcel in the closest pick-up point for you to claim it with a copy of your photo I.D.

I refused my parcel

I refused my parcel
You have refused your parcel upon delivery. For a Spartoo order : as soon as we have received your returned item in our warehouse, you will be sent an e-mail asking you if you would like us to reship the item to a different address or refund you in full. We would invite you to contact our customer service at your earliest convenience so that we will know how to proceed. For a Marketplace order : as soon as our partner merchant has received your parcel back in their warehouse, we will update your customer account for a refund.

I received an empty parcel

I received an empty parcel
We are very sorry that your parcel has arrived empty. We would advise that you contact our customer service at your earliest convenience so that a customer service advisor can further assist you.

I have a problem with the item(s) that were delivered.

The order is not as I had expected
We are very sorry to hear that your order did not come as you had expected it to be and we do apologise for the inconvenience caused. We would advise that you contact our customer service at your earliest convenience so that we can further assist you. Please attach photos of the defective item so that we can make an assessment. We will reply to you as soon as we can.
One of the items is defective
You are not fully satisfied with your item and you are not quite sure what to do. We do apologise for the inconvenience caused. We would invite you to contact our customer service at your earliest convenience so that we may further assist you with this. We will be back in touch with you as quickly as possible.

Returns – Exchanges – Refunds

I would like to register a return

How do I register a return?
To make a return, go into to your customer area and select "Make a return request" in the "My Returns" section. Then follow the procedure below: How to make a return :
  1. Choose the order that you would like to return to us and check the items of your order that you want to return. Please choose the reason why you are returning it.
  2. Choose which Collect + shop you would like to return your item to.
  3. Print your pre-paid label (available in the "My Returns" section by clicking on "View my last return") and securely attach it to your parcel. This label is valid for 30 days after you make your return.
  4. Drop off the parcel at the Collect+ shop of your choice. Please note that the item must be returned in like-new condition with its original packaging and tags. The return will not be accepted if the model is unfit for sale (damaged, used or soiled). In this case, the product will be returned to you and we will not refund the return.
  5. Keep an eye on your return in your customer account in the section "My Returns" by selecting "View my last return".
  6. Once the parcel has been received in our warehouse, and the return confirmed we will refund the returned item(s). Your refund will be made by crediting the payment method that you orignally used when you first placed the order. - For refunds by credit card, please note that bank to bank delays can delay by a few days the actual recredit on your account. In addition to this, if you have a credit card with deferred payment, the recredit will also be deferred. - For payments in 3x: If you have returned all of the products ordered: we will refund the first monthly payment and cancel the remaining monthly installements. If you return only some of the products ordered and keep the others: we do not refund the first installement, and deduct the amount of the returned items from the remaining installments. Please note that using our payment in 3 installments service incurs a £5 non-refundable fee. If your bank card has expired or expires at the end of the month, we will ask for your bank details when you will register a return and the refund will be made by bank transfer.
How to return a Partner Product It is possible to return products purchased from a partner merchant, if returns are made within the time limit set by the partner merchant, which varies from merchant to merchant . To know the return time of your order, go to the page of your order (in your account). Then click Return Policy . To make a return, you must go to your account, by clicking on "my account". Then, select in the section my returns, "Make a return request". Then follow the procedure below: Returns Procedure : Please note that the return costs may be at the customer's charge.
  1. Select the order you wish to return to us and select the item(s) of this order that you want to return. Select the reason why you are returning it.
  2. Once these first two steps have been completed, you will be sent a link to a returns form that you will need to print out. Place it inside the parcel. This document will let our partner merchant know that this is your return.
  3. Put the item back into its original packaging (shoe box or plastic bag) and put this in a box or a sturdy bag.
  4. Return the parcel using the courier of your choice. (You will get the partner merchants return address after the first two steps). Keep proof of your return such as a post office receipt to be able to track your parcel on its way back to the merchant.
Once your product is received, the merchant will update your account to release the refund and spartoo will re-credit you the amount of the product. Spartoo will refund the price of the products purchased, as soon as possible (no later than 30 days after you make a return.
How and when will I be refunded?
  • Your refund will be paid back to the payment method you used when you placed your order within the 3-4 working days once your return has been received in our warehouse. If you have paid in 3 instalments by credit/debit card, we will refund your first instalment and we will cancel the two scheduled payments. If you have only returned some of the items, we will not refund the first instalment and deduct the remaining amount off of the following instalments. If your credit/debit card has expired or if it expires within the month, we will ask you for your bank information when you register your return and we will refund you by bank transfer.
Return costs
How much will it cost to return Spartoo items
Can I make an exchange?
How to exchange a Spartoo product Unfortunately we cannot exchange an item for a different colour or style at this time as the product reference is completely different. We can only exchange an item for a different size (same style/colour), for a full refund, or for a refund in the form of a credit note.
  • Make an exchange for a different size
If you would like to try a different style/colour, you would simply need to return your item(s) to us for a refund. With your refund (either in the form of a credit note or back to your account), you can simply order the desired pair on our website. Also, you'll receive an email from us as soon as your refund is processed, that way you'll know exactly when you can proceed with your new order.
How long do I have to register a return?
You have received your order and you would like to return one or more products to us. You have 30 days starting from the date that you have received your order to return it. You can return an item for a new size, a refund, or a credit.
How does it take to receive my exchange item?
You have returned your order and you have requested an exchange, and you would like to know when your exchange will arrive. Return processing times are 4 to 5 working days from when you drop off your parcel at your local Collect Plus shop. This processing time includes the time it takes for the parcel to reach our warehouse along with the processing of your return parcel (verification, validation, preparation of exchange order). After this time, our warehouse will give your parcel to the delivery service chosen when you made your return request. The delivery time is 2 to 3 working days. You will receive an email from us with your new tracking number so you can track your parcel up to delivery. The maximum time to receive your exchange is therefore 8 working days. You will be notified by e-mail each step of the way.
Returns and refunds
Return conditions for a spartoo product All items purchased on the spartoo site may be returned for any reason. You have 30 days from the date of receipt of your spartoo order to make a return request. You can : make an exchange for the same model but a different size, a bank refund, or a credit note. The return of the item(s) within this period must follow the detailed procedure below. Please note: to be accepted, returns must meet the following criteria:
  • Items must only have been tried on and not worn outdoors;
  • Items must be in a like-new condition;
  • Returned items must match what was originally delivered;
  • Items must be returned in good condition in their original packaging (please do not put tape directly on the shoeboxes), all in a securely closed parcel;
  • Products must be returned within 30 days;
  • Empty parcels will not be exchanged or refunded;
  • Follow the return procedure;

I have registered a return

I would like to cancel my return request
You have registered a return but have changed your mind and want to keep the item(s) that you ordered? Contact our customer service so that we can cancel your return for you. This will be taken care of quickly.
I wish to get more information about my returned parcel
To find out the status of your order, log into your customer account. Then click on the section called "My Returns" and then "View my latest return" If you need to know more about your return, please don't hesitate to contact our customer service.
I would like to contact you about a refund
First of all, we sincerely apologise for the inconvenience caused. Please don't hesitate to contact our customer service by telephone or by sending us an e-mail and we will reply to you as quickly as we can to give you more details about your refund. To contact us, please click below.

I did not follow the return procedure, how long will it take for my return to be processed?

I did not follow the return procedure, how long will it take for my return to be processed?
You have returned your order, but you have not followed the return procedure. We would ask that you please check that you have sent your return to the correct returns address. Your return may experience delays as items that have been returned as per our returns procedure will be processed first. As well, it will take longer to match your return with your customer account. We would ask that you allow one to two weeks more than the usual 7 working days from when customers return items as per our returns procedure. We do thank you for your patience and understanding!

My Account

Advantages

Advantages

Loyalty programme
You ean Spartoo loyalty points on every purchase (£1 = 2 loyalty points). You can see how many loyalty points you can earn on each product on that specific product page. Your customer account is credited with your loyalty points 30 days after your order has been delivered. Loyalty points are not credited if items are returned. To see the total number of points you have earned, click on "My Account" at the top right-hand side of the page, then "Loyalty points" in the "My Advantages" section of your customer account. If you have earned at least 500 points, you can exchange these points for a £5 voucher good on a new order. You can choose this voucher on the payment page when you place a new order. Please note that loyalty points can NOT be used on Partner Products. We do thank you for your understanding.

Lowest price guarantee

Lowest price guarantee
If after having bought a product on our website, you find an equivalent at a lower price Price Match conditions :
  1. The product at the lower price must benefit from free delivery ;
  2. The lower-price item must not be on sale or discounted ;
  3. The delivery must be the same as Spartoo (item in stock, despatch latest the day following the order, free delivery- ;
  4. The item must be the same: new, same brand, same model, same material, same colour;
  5. The item must be available on the website where it shows up at the cheaper price in the size and colour purchased by the customer,
  6. The website is UK-based and sells their product in Pounds Sterling ;
  7. Purchasing must be done on-line on the website ;
  8. Only one price match per item per customer will be accepted ;
Excluded from Price Matching are:
  1. Sale or clearance items ;
  2. Items sold on auction sites, or classified ads, or showcase sites or private sales sites;
  3. Items prepared and sold by our partner merchants ;
  4. Websites based outside of the UK/not selling their product in Pounds Sterling, etc ;
Terms and Conditions of Price Matching : In the 5 days following your purchase, we would invite you to contact our customer service with:
  1. your Spartoo order number ;
  2. a link to the product on our website and another link to the product on the website where it can be purchased for less ;
If all of the conditions apply, Spartoo will be able to refund up to 30% off of the purchase price. The refund will be back on the bank account that was used to place the order in 4-5 working days.

The gift card

The Spartoo gift card
Offer a gift card: Spartoo offers you the possibility of offering your loved ones a gift card:
  • Choose the amount;
  • Write a message to the recipient;
  • Send the gift card by email, or print it out and give it to them in person.
The gift card is valid for one year from the activation date. Please note: this card is only valid for Spartoo products. If the order contains a partner product, you will not be able to use it. To obtain the cado card: https://www.spartoo.co.uk/gift-voucher.php

Gift cards and vouchers

I cannot find my discount coupons in my customer account anymore.
If you have discount vouchers available you can find them in your customer account under the section "My Advantages." . If you can't find them there, please know that discount vouchers are only valid a certain amount of time and once they expire, disappear from your customer account. You can see the terms of use of discount vouchers in your customer account clicking on "See more information here" below the coupon code. Please note that if you return the item, we will not reinstate your coupon.
Why doesn't my discount voucher or gift card work?
You can see the terms of use of coupons or gift vouchers in your account, by clicking on "More infomation here" below the coupon code. To access your gift vouchers please click on "My Account" and then the section "My Advantages." Please note that these gift vouchers are not cumulative on discounted or sale items. Vouchers are not cumulative and may require a minimum purchase. Gift vouchers are not valid on partner products.
How do I use my gift card?
If you have a money-off voucher available in the “My Advantages” section of your customer account, you can use it on one of your orders by typing in the discount code in the box provided in the “Promotional Code” box on the payment page. Before using your voucher, we would invite you to verify the purchase conditions (the conditions are indicated in your Customer Account, in “My Advantages” then “More information here”. If your voucher is valid and your order fulfils the pre-defined purchase conditions, the discount will automatically be deducted. If an error message appears, please make sure that your order fulfils the necessary purchase conditions of your voucher.
Please note :
  1. Voucher codes cannot be used on a Partner Product order, shown with the icon “Partner Product”.
  2. If your order includes both Spartoo products and Partner products, you’ll need to split your order into two parts: - One order with only Spartoo products, on which you can use your discount code (if the conditions apply). - One order with your partner product(s)
  3. If you need to return any items for a refund, we will NOT recredit the discount voucher.
How do I use my discount voucher?
If you have a money-off voucher available in the “My Advantages” section of your customer account, you can use it on one of your orders by typing in the discount code in the box provided in the “Promotional Code” box on the payment page. If your voucher is valid and your order fulfils the pre-defined purchase conditions, the discount will automatically be deducted. If an error message appears, please make sure that your order fulfils the necessary purchase conditions of your voucher.
Please note :
  1. Voucher codes cannot be used on a Partner Product order, shown with the icon “Partner Product”.
  2. Before using your voucher, I would invite you to verify the purchase conditions (the conditions are indicated in your Customer Account, in “My Advantages” then “More info here”.) If your order includes both Spartoo products and Partner products, you’ll need to split your order into two parts: - One order with only Spartoo products, on which you can use your discount code (if the conditions apply). - One order with your partner product(s)
  3. If you make a return, we cannot recredit your discount voucher.
Why is my discount voucher not cumulative with sale items?
Money-off vouchers can be used once on Spartoo.eu and can't be combined with other vouchers or promotions. You can see the terms and conditions of your gift voucher in the section "My Advantages", by clicking on "My vouchers" and clicking on "More information here". As your product is on sale, the voucher cannot be used. Keep it safe: it can certainly be used for a future order.

Cancel my customer account

Cancel my customer account

Cancel my customer account
Please note that you can stop receiving our email alerts and manage your newsletter subscriptions at any time. To know how to proceed click on "unsubscribe from our newsletters". We advise you to not cancel your account if you received an order less than 30 days ago. As such, you will not be able to make a return if ever there was a problem with your order. To cancel your customer account, please contact our customer service by phone or send us an e-mail.

Create a customer account

Create a customer account

Create a customer account
Why do I need to create a customer account on Spartoo ? If you would like to order on our website, you must first create a customer account to identify yourself and enter in your delivery information for your future order. Creating a customer account allows you to track your orders and your returns, and it gives you access to our loyalty programme as well as being notified of our latest arrivals if you decide to sign up to the newsletter. To create your customer account, you must click on the words “my account” at the top of the website. From here, you must identify yourself by choosing the option “New Customer, create your account”. You’ll need to enter your email address (which will be your customer identification), choose your password, and enter in all of the required information. Please note : Once your customer account has been created, you’ll need to select “Registered customer, sign in” during your subsequent visits. Then, all you’ll need to do is enter in your email address and password to log in.

Edit my personal information

Edit my personal information

Change the delivery address of an order
To update your delivery address, see the "My Orders" section. Thank you for your understanding.
Edit my personal information
To amend your customer account information, you must first sign in the My Account section with your email address and password, and then you simply need to click on “My Account” and then “My Details”. You cannot change your email address once your account has been created, as this serves as your account login. If you would like to change your email address, please contact our Customer Service. Please note: if you would like to update your delivery address for an order that has already been placed, please click on My Orders Your address has already been registered for that order, and amending it in your customer account will not change it in your order. Thank you for your understanding. Your customer account information is only used for commercial purposes with Spartoo. Your information is never shared with a third party or sold without your authorisation

Log in

Log in

Log in
If you are already registered : To log into your customer account, click on “My Account” which you’ll find at the top right of our home page, and enter in your email address and password in the section “Registered customer, Sign in”. To sign out of your customer account, click on your name at the top of the home page, and then click on the button “Sign Out” which you’ll find slightly underneath, next to “Customer Area”.
If you do not yet have a customer account : To create a customer account, you can click on the section “My Account”, which you’ll find on the top-right of our home page. Simply follow the instructions by completing the form underneath “New Customer, Create your Account” by starting with your email address

Log out

Log out

Log out
To log out of your customer account, click on "My aAccount" at the top right hand side of the page, then "Log Out." Once your session is closed, you can leave your computer on without any risk of someone using your customer account.

Modify my e-mail address

Modify my e-mail address

Update my e-mail address
If you would like to update your e-mail address, couldn't connect to your account or you didn't receive an email from us, please contact our call centre on 02030 264358 (local rate) open from Monday to Friday, 8:00 a.m. to 5:00 p.m..

Newsletters

Newsletters

Manage my subscriptions
To manage your subscriptions, you must be logged in to your customer account. Then click on "My Account" at the top right of the page to access your customer area. Then select "My Subscriptions" in the "My Account" section on the left side of the page.

To receive a newsletter, go to section 2 "Manage my subscriptions" . To receive a newsletter, tick it, otherwise uncheck it.

You can also choose how often you want to receive newsletters. Just select how often you would like to receive them at the bottom of the page.

Do not forget to confirm your choice!
Unsubscribe from our newsletters
To manage your subscriptions, you must be logged in to your customer account. Then click on "My Account" at the top right of the page to access your customer area. Then select "My Subscriptions" in the "My Account" section on the left side of the page.
To unsubscribe from the newsletter, please simply go to your “Customer Area”, “My Account”, then “My newsletter subscriptions”. You can manage your subscriptions or unsubscribe completely.

Password

Password

I've forgotten my password
When logging into your customer account, if you can’t remember your password or your password isn't working, please simply click on My Account on the top right hand side of the page, then "Registered customer sign in" , then “Forgot your Password? Click here”. You’ll receive your new password by email. Please note that if you would like to sign in as a registered customer, you will need to create a customer account. If you have only signed up to receive our newsletters and have NOT registered your details, you do not have a customer account. You can also contact our customer service team by telephone and a representative can change your password for you directly.
I would like to change my password
If you would like to change your password, please go to your “Customer Area”, “My Account”, then “My Password”. Enter your new password and confirm it: it will be changed immediately.
My password isn't working
If you would like to change your password, please go to your “Customer Area”, “My Account”, then “My Password”. Enter your new password and confirm it: it will be changed immediately.

Refund a credit note

Refund a credit note

Refund a credit note
To refund your credit note, you must be logged into your customer account. Click on "My Account", then sign in and you can request that your credit note be refunded in the "My Advantages" section. How to proceed :
  • Click on your credit note and then "Request a refund."
  • Request that your credit note be converted into a bank refund.
  • The refund will be processed by our services and be back on the bank card you used to place the order in the next 2-3 working days.
If your bank card is no longer valid, or will expire soon, we may ask for your IBAN and BIC to refund you in the form of a bank transfer. If you don't know where to find these details, we would advise that you contact your bank.

Sponsorship

Sponsorship

Sponsorship
With Spartoo, you can sponsor your friends and family : When the person you are sponsoring places a new order, you earn 10€ in the form of a gift voucher. This order must have a minimum amount of 50€ and must not be returned. The person you sponsor can also earn 10€ on their next order! How can I sponsor a family member ? When the person you sponsor creates their Spartoo customer account, they need to fill in your e-mail address in the box created for this purpose "Your Sponsor's email address." You can also invite your friends to be sponsored by you, all they need to do is to fill out the form that can be found in the Sponsorship section. Terms and conditions : You can sponsor up to 100 people and earn 1000€. Your earnings appear in the form of gift vouchers that are valid 1 year on a new order. You can combine your earning and ask for a gift voucher starting from 20€ (or two people sponsored.)

Business contact

Business contact

Business contact

I wish to apply for a job at Spartoo
If you wish to join the spartoo team, you can consult all of our job offers and internships on our website: https://www.spartoo.co.uk/recrutement.php?services=e-marketing
I would like to establish a partnership with Spartoo
If you wish to join the spartoo team as a partner merchant, you can consult the procedure to follow on our site: https://www.spartoo.co.uk/marketplace_mentions.php
I would like to be affiliate with Spartoo
If you wish to become an affiliate, you can consult the procedure to follow on our site: https://www.spartoo.com/affiliation.php

Buy in bulk

Buy in bulk

Buy in bulk at Spartoo
Firstly, thank you for your interest in our website! However, spartoo is a company specializing in the sale of shoes on the Internet for individuals. We are therefore unfortunately not selling wholesale.

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