FAQs

How do I place an order?

Browse our style options and decide on the perfect children’s shoe or wellington boot for your child. Specify the size from the options available and then click ‘Add to Cart’.  From here you can continue shopping by clicking on ‘Back to Shopping’ or if you wish to complete your purchase click ‘Checkout’.  Follow the instructions and your purchase will soon arrive at your door!

 

 

How long will my order take to arrive?

Various delivery options will be offered during the checkout process.

All our prices are inclusive of UK mainland delivery. Most orders are usually shipped by Royal Mail and may require someone to be in at the delivery address to accept delivery. If you are concerned about missing your delivery, please specify a separate delivery address, (for example a business address) where someone will be available, Monday – Saturday, to sign for it.

While we aim to ship all our orders within 24 hours, we advise you to allow 7 working days for delivery to account for any postal delays outside of our control.

If we are made aware of any reason why your order may be delayed, we will attempt to contact you by phone and/or email within 48 hours of you placing your order. If you are concerned your order has not arrived within 7 working days, please Contact Us so we can investigate.

If a delivery attempt fails, your postman or courier should leave a card at your delivery address with further instructions on how to collect or re-arrange your delivery.

 

 

Can I place special instructions for the delivery of my order?

Please include any special delivery instructions in the comments section during the order process and we will endeavour to include them in our dispatch notes. It may not always be possible to adhere to delivery instructions but we will always do our best to get your order to you quickly and safely.

 

 

How do I find out my child’s shoe size?

Please refer to our handy Size Guide and follow the instructions. We have attempted to provide customers with the best tools for measuring your child’s correct shoe size in order to accurately make online orders, but we stress that our sizing instructions do not guarantee your shoes will be the perfect size.

We understand that every child’s foot is different and measuring for children’s school shoes can sometimes go wrong – even with our guides. So if you receive your children’s shoes and the size isn’t perfect just Contact Us to let us know that you wish to exchange your children’s shoes and as soon as we receive your return we will happily send you one replacement pair, free of carriage charge.

However, we regret we cannot cover the postage costs involved in returning the shoes to our warehouse.

(For further exchanges we charge a minimal £3.95 delivery fee.)

 

 

What if my child has one foot bigger than the other?

Most people find that they have one foot slightly bigger than the other – this isn’t unusual. In such cases, footwear should always be fitted to the larger foot. However, if the difference between the two feet is more than one whole size or width fitting, we would recommend that you visit your local Toughees or Term stockist for further assistance and advice.

If the difference is less than one size, certain styles may fit better than others e.g. those with adjustable fastenings.

If your child has been referred to a podiatrist or other healthcare professional for feet issues, please seek their advice about the best shoes to buy for your child.

Our school shoes are designed to allow for and encourage the healthy development and growth of children’s feet. However, we are not healthcare professionals and cannot recommend footwear for children with congenital foot conditions. If you have concerns about your child’s feet, you should always take them to your GP.

 

 

I’ve forgotten my password, what do I do?

Click on ‘Forgot your password’ on the ‘log in’ page and follow the instructions to enter your email address. You will receive an email with a new password to enter and gain access to your account.

 

 

How can I pay for my order?

Our website payment options include Amazon Payments, PayPal, and our secure hosts Retail Merchant Services, which accepts all major credit and debit cards. Payment will not be processed until your order is confirmed as dispatched.

 

 

Can I place an order by phone?

We are happy to take your phone orders during normal weekday working hours: 9am-5pm. Please call 01202 678 698 to place your order.

 

 

What if a size is unavailable?

Occasionally, due to unexpected demand, certain items may be out of stock. We receive regular deliveries from the factories, so it won’t be long until your size is available. Please contact us on 01202 578 900 and we can advise you on when to expect your favourite Toughees children’s shoe or wellington boot to be back in stock.

NB: orders are not confirmed and payment will not be taken until they are dispatched. We strive to only show available sizes online but on rare occasions we may discover the item you have ordered is out of stock at the point of dispatch. If this happens, we will notify you by email as soon as possible and your order will be cancelled. Your credit/debit card will of course not be charged.

 

 

How do I cancel an order?

Please contact us on 01202 578 900 or at new@newbrandslimited.co.uk to advise us if you wish to cancel your order before dispatch. If you have already received your order and wish to cancel it, you must inform us that you wish to do so within 14 consecutive days of receiving the order – this timeframe includes weekends and public holidays. You must then return the goods in the same condition in which you received them and at your own risk. We aim to refund within 5 working days of the goods being received.

 

 

Are your products subject to VAT?

Most Toughees children’s shoes are not subject to VAT. However, for boys and girls shoes in large size 7 and upwards, VAT does apply.

 

 

Why has my credit or debit card been declined?

If you are notified that your credit or debit card has been declined, please contact your bank or credit card provider to find out why. You order will NOT have been placed and no money will have been taken from your account.

 

 

I have not yet received my order.

If you have not received your parcel 3 working days after the date of dispatch, please contact our Customer Services department on 01202 578 900 or at new@newbrandslimited.co.uk – quoting your order number.

 

 

How do I return goods to you?

Any goods purchased through www.newbrandslimited.co.uk, must be returned to www.newbrandslimited.co.uk. Similarly, goods purchased from any of our stockists must be returned to that specific stockist as the legal contract of sale is with them and not us.

To return items ordered from our website, you must email us your intention to do so along with your order number within 14 consecutive days of receiving the order – this includes weekends and public holidays. You must return the goods in the same condition in which you received them.

To return the items, please complete the returns form in your original parcel, package the goods up, and take the parcel to your local Post Office. Our standard order delivery is free however the cost of return postage is payable by you, the customer returning the goods. We recommend obtaining proof of postage as you are responsible for the goods until they reach our warehouse.

Please refer to our returns policy for our full terms and conditions regarding items to be returned.

Should you no longer have the relevant paperwork please email new@newbrandslimited.co.uk with your order details.

 

 

Can I exchange my goods for another pair?

Absolutely. Just Contact Us to let us know that you wish to exchange your children’s shoes and as soon as we receive your return (see above) we will happily send you one replacement pair, free of carriage charge. (For further exchanges we charge a minimal £3.95 delivery fee.)

If you cancel your order with us within fourteen days of receipt, according to our standard policy, you will receive a refund for the full cost of the shoes.

 

 

How long does it take for refunds to be processed?

We will process your refund immediately if possible and aim to do so no longer than within 5 working days of the goods being received at our warehouse.  Some banks will take a few days to return the money to your account. If you think you should have received your refund but haven’t, please email new@newbrandslimited.co.uk

 

How do I convert EU sizes to UK? 

Please refer to our handy size conversion chart.

 

 

Why are some Toughees products only made in single width fittings?

Our products – including our wellies – are only available in single width fittings. This is usually comparable to a F/G: the average width fitting for the majority of children today.

For children whose feet might be narrower than an F, many of the Term or Toughees children’s shoes that are only available in single width fittings have adjustable fastenings. These allow the footwear to be adjusted in key places around the foot. They therefore still provide the best possible fit for your children’s feet. For children whose feet are narrower than a F fitting, we recommend visiting one of our stockists for further assistance.

Our wellies are an F fitting with the sock worn.

It’s important to note that our children’s shoes are not always universally suitable for all children’s foot shapes. If you are in any doubt as to the suitability of a particular shoe, we recommend visiting one of our expert stockists

 

 

My child is measuring a whole size but you only supply full sizes in some styles, what size should I buy?

With respect to our children’s shoe range, our advise in this situation is always to round up to the nearest whole size.

Regarding our wellington boots, they are deemed an occasional use item and thus an exact fitting shoe is not as important as our children’s school shoes, which are designed for every day use. Again, we advise you to round up to the nearest whole size.

 

 

Will the size guide template give me the exact size required?

The template we provide on our sizing page should only be regarded as a guide for fitting shoes – it provides a good starting point for ordering children’s school shoes online.

Different styles of footwear will fit different foot shapes differently. Also, the type of fastening will contribute to the best fit for each individual child’s feet. All this has to be taken into account when fitting shoes and sometimes the shoe ordered will differ in size to the original measurement. This is why we offer our simple exchange policy.

 

 

Where is my nearest store?

Please visit our stockists page to find your nearest Toughees stockist.

 

 

How long should a pair of  school shoes or wellington boots last?

There is no exact answer to this question. The lifespan of any shoe is dependent on the activities they are subjected to and the care they are given. The vast majority of children’s shoes should become outgrown before they become outworn. However, for the purposes of our returns policy we define the acceptable period of time for children’s shoes to remain in good condition as three months. Your statutory rights are unaffected.

 

 

My child’s shoes are causing blisters, what shall I do about it?

There is an increased likelihood of shoes rubbing whilst new, so we recommend that your child wears cotton socks with their shoes and carries a few spare plasters with them (as long as they are not allergic) – especially for the first few weeks of wearing them in.

Toughees leather is manufactured from quality split hide with a non-polish coating. This means that the leather will be stronger and potentially a little stiff when new.

Term leather is manufactured from high quality leather which can be polished and is a little softer.

Naturally, the more they are worn the more supple the shoes will become as the leather softens and conforms to the shape of the child’s feet and the style of walking. This is one of the many benefits of choosing leather over man-made materials. In time the shoe practically becomes moulded to your child’s foot, providing superior comfort and support. We recommend wearing your brand new school shoes around the house for a few days before school starts to get your feet used to them.

 

 

Are your shoes scuff proof?

Toughees leather shoes have the added benefit of a non-polish coating which protects the leather and maintains its shine. The leather can easily and quickly be wiped clean with a damp cloth. However there is no such thing as scuff-proof leather. Leather is a natural product and as such will mark if it comes into contact with abrasive surfaces.

Term leather shoes are made using high-grade materials and are fully dyed-through, which means that the colour is not just on the surface, but runs all the way through the leather. Therefore if the surface is scuffed off, the colour underneath will be similar and minor scuffs can be touched up with a good polish.

On darker leathers such as black, brown or navy, the easiest way to conceal minor scuff damage and help your child’s shoes to keep their good looks for longer is with regular polishing.

NB: Never apply polish or cleaner to shoes or boots that are wet or damp.

 

 

Do I have to polish my shoes?

Toughees leather shoes have the added benefit of a non-polish coating which protects the leather and maintains its shine. The leather can easily and quickly be wiped clean with a damp cloth. However all shoes will benefit from a regular application of polish and some maintenance and care.  They will look better too!

Term leather shoes are made using high-grade materials and are fully dyed-through, which means that the colour is not just on the surface, but runs all the way through the leather. Therefore if the surface is scuffed off, the colour underneath will be similar and minor scuffs can be touched up with a good polish.  We recommend polishing Term shoes once a week to maintain the leather’s qualities.

On darker leathers such as black, brown or navy, the easiest way to conceal minor scuff damage and help your child’s shoes to keep their good looks for longer is with regular polishing.

NB: Never apply polish or cleaner to shoes or boots that are wet or damp.

My child has very sweaty feet, which shoes are best for them?

Leather shoes are always better for children’s feet as the natural material offers increased breathability. Our leather school shoes also have a special lining that allows air to circulate round the feet from inside the shoe.

The average child’s feet perspire up to an eggcup full of moisture per day, but a small percentage of children perspire more than this. It will help to promote good foot health if your child wears their Toughees school shoes with socks or tights with a high cotton content. We also recommend that children’s shoes are given adequate airing time when not in use.

NB: on some occasions, excessive salt in a child’s perspiration can react to the dye used in the tanning process, causing dye to transfer onto socks.

 

 

How do I register a complaint?

Our aim is to supply high quality products to all our customers, and to provide excellent service to those who purchase from us online. However, if you wish to formally register a complaint you can contact us by any of the following methods:

Use the Contact Form on our website
Email us: new@newbrandslimited.co.uk

Call Toughees Customer Services on 01202 578 900
Write to us: Sharon New, New Brands Limited, West Barn, Parley Court Farm, Parley Green Lane, Dorset, BH23 6BB, UK

We endeavour to respond to all complaints within 2 working days of receipt. However, please be aware that depending on the nature of your enquiry, it may take up to several weeks for resolution.

 

 

Where do you deliver to?

We deliver orders to all countries excluding the following:

Afghanistan
Belarus
Democratic of the Congo
Cuba
Iran
Iraq
Ivory Coast
Lebanon
Liberia
Libya
Myanmar (Burma)
Nigeria
North Korea
Somalia
Suda
Syria
The Republic of South Sudan
Zimbabwe