Here at the Hudson stable we get a high volume of enquiries and whilst we do aim to respond to you as quickly as possible we know that sometimes, you just want that answer...well yesterday! So with that in mind, we have compiled some Frequently Asked Questions which we hope will help you on your way to a new pair of Hudson's...
CREATING AN ACCOUNT, UPDATING INFORMATION & MORE...
- How do I create my account?
You will need to create an account to purchase. In order to do this please go to the Create Account button at the top right hand corner of the website. By creating an account at Hudson, you will be able to move through the checkout process faster, input multiple delivery addresses, view and track your orders in your account and much more.
Once you have created an account all you need to do is Log In the next time you visit the site and fill in your details although if you remember to save your details the website will normally remember who you are.
- Start by selecting the product category links: H Men's |H Women's| Purified. You will be taken to the relevant home page where a selection of categories will appear on the left. If you are looking for a specific product you can enter a key word or the name of the shoe/boot in the search box at the top right of the screen.
- Once you have found an item you want to purchase, select your size, the quantity you want and click on the 'ADD TO BAG' button.
- You can then either click on the 'CONTINUE SHOPPING' button or review the items in your shopping bag by clicking on 'GO TO CHECKOUT'.
If you're happy with the items in your shopping bag, click 'CONTINUE TO CHECKOUT' to complete your order. You will be able to use the 'REMOVE THIS ITEM' button to remove products from your basket if you change your mind.
- Why do I need to register to shop?
You will be able to move through the checkout process faster, input multiple delivery addresses, view and track your orders in your account and more.
- Does registering mean you send promotional emails?
No, not unless you sign up to our newsletter. If you do sign up (which you won't regret, promise!), you will be privy to exclusive promotional deals and be the first to know about any Hudson news and discounts. You can ask to be taken off our mailing list at any time.
- Will my details be kept private?
Of course, consider us your best mate! We will never share or trade your details with any other companies and we do not store your card data. This does mean that you will need to enter your card details every time you place a new order.
- What do I do if I have forgotten my password/ log on details?
Located below the sign-in boxes, is a link 'Forgotten your password?' select this and you will be taken to a new screen and asked for your email address. Once entered, you will shortly receive an email with a new password to log in and away you go!
- I still can't log on to my account?
If you are still having difficulty logging on to your account or you have lost your details; please contact our Customer Service Team who will look into it and help with any issues.
- What happens after I place my order?
Once your order has been placed, if it has been successful, you will receive a sequence of 3 emails.
- Confirmation email: lets you know that your order has been accepted by Hudson Shoes.
- Invoice email: Advising payment has been successful and your order is being processed
- Despatch email: confirmation the goods have left and a tracking number to use via our courier service website. This will also contain details of how to return your goods if they are not suitable but hopefully that won't be the case.
Should you not receive any of the above emails then log in to your account and you will be able to check the status of any order placed.
- I haven't received any confirmation or emails from you guys?
If you haven't received any correspondence from us in relation to your order, please first of all check your junk mail. Sometimes, depending on your service provider, servers can get a little overzealous and we end up in there! You can also check the status of your order by logging into your account. If, at that point, you still haven't heard anything from us, this usually means your order has not processed correctly and has been cancelled. If this is the case, you should receive an email to update you. If there is no email, this may mean a gremlin has got in to our system GRRR...so contact the Customer Service Team and we will see what we can do to help.
- I have made a mistake on my order and I need to change/cancel it
If you find you need to amend your order, please contact our Customer Service Team who will aim to help with any issues.
- I think it's too late to cancel my order now, what do I do?
So that you are not liable for the cost of returning the item to us, we advise you change the tracking information, once you have received these details, via the UPS website to 'Return to Sender'. Enter your tracking number into the box provided and hit return, once you are at that screen you will have an option to change delivery. Your package will also be returned to us after three failed delivery attempts.
- My order has been cancelled, why is this?
While we aim to get each and every order processed swiftly, orders may be cancelled.
The reasons for this can vary but we will always email you and notify you when this happens. It could be because:
- Orders are subject to stock and in very rare circumstances, we may be out of stock even though our systems showed it available when you placed your order. We will only know this once our warehouse team go to pick the goods. If this is the case your payment will be refunded immediately and we will email you to let you know.
- There has been an error with the transaction and it has failed. If this is the case we ask you contact your card issuer or PayPal directly as more than not this is where the problem lies.
If your order is cancelled, all you need to do is log back in to your account and place your order again.
- My order has been cancelled, but I have still been charged/ not yet received my refund?
We hope we haven't made a major boo-boo but if you think we have, please contact our Customer Service Team who will look into it and help with any issues as quickly as possible.
- My order has arrived but there is an item missing?
- If you find an item missing from your order, please contact our Customer Service Team ,who will have this investigated with our warehouse and courier service as quickly as possible.
- I have received the wrong item in my order, what do I do now?
While we aim to complete every order with efficiency, we can occasionally make mistakes. If this is the case, please log on to your account and fill in the returns form as above, selecting the item you should have received and selecting return code 5 'Incorrect Item Delivered'. In the comments box, let us know what you have received in its place. Once complete, you will receive an email containing an address label for you to print off and affix to the item you are returning. Hudson will then be in touch to give you further instruction via email. Please ensure the goods are prepared for transit and are returned in their original box.
- What payment types do you accept?
We accept Paypal, Solo and all major credit and debit cards except American Express.
SHIPPING & DELIVERY
- Do You Ship Internationally?
Sadly we are only able to ship to the UK at present and we are very sorry for any disappointment this may cause to our international customers. We will be looking into international shipping in the future so to keep yourself in the loop with updates to the website, please sign up to our newsletter.
- Who delivers your shoes?
We use UPS for our courier service.
- How long does delivery take?
Deliveries take between 2-4 working days and are made Monday - Friday. Please note that deliveries to the Highlands, surrounding islands and Northern Ireland may take 5-7 working days to arrive. At any point you can log on back into your account and check on your parcel's progress, while also using the tracking information.
Please note bad weather may affect delivery timings, especially over the Christmas period - we will try our hardest to get your shoes to you as soon as we can!
- How do I track my order?
Your tracking information will be sent to you via email once the parcel has been registered with the service. At any point you can log on back into your account and check on your parcel's progress using the tracking information.
- Do I need to sign for my delivery?
Our couriers will need to obtain a signature to make the delivery so we advise delivering to an address where someone will be able to sign for it between the hours of 9-5 Monday-Friday, so as to cause as little inconvenience as possible.
You can contact UPS if you have any further instructions for the delivery, i.e. 'leave in porch if not available'. Where possible our couriers will try and observe this, but as each driver is liable for any mis-delivery, they may not wish to risk this and we are unable to influence this in any way.
- What happens if no one is available when the goods are delivered?
If our couriers first try to deliver and they cannot find a safe location to leave the package, they will leave a card, take your delivery back and then attempt to deliver two more times on the following working days. Please follow the instructions on the card left by the courier to arrange re-delivery and if a nominated day is better for you they will assist you in this.
- Can I change the delivery address on my order once it has been placed?
Once an order is processing, we can no longer amend the delivery address. However, we want to get your shoes to you as quickly and easily as possible; if you are quick we may be able to manually update it with our warehouse before it is despatched. If we are able to do so, the original address will still appear on any further correspondence.
- I'm having difficulty with my delivery, what shall I do?
If you are having difficulty please contact our Customer Service Team who will look into it with our couriers and assist with any issues.
RETURNS, REPLACEMENTS & REFUNDS
- What is your returns policy?
You may return unworn purchases via post within 14 days of receiving your item.
Please note, we are unable to accept back unsuitable items after this time.
Any item returned that has we feel has been worn and found to be unfit for purpose, meaning we cannot put it back to stock, will be returned upon receipt.
To return an item, please log on to your account, when you come to the dashboard select the returns tab/button. Please select the item from your orders that you wish to return, highlighting it and then give a reason for return. This does not affect your Statutory Rights.
- How do I make a return?
Should you wish to return any item: Please log on to your account, when you come to the dashboard select the returns tab/button. Please select the item(s) from your orders that you wish to return, highlighting it and then give a reason for return. A returns label will then be emailed to you with a unique Returns Authorisation Number. We kindly ask this is attached to the package. If you are unable to print please hand-write the address along with your unique Returns Authorisation Number on the package.
Take your package to the Post Office (we advise this as this is the least expensive option) and ensure you receive proof of postage as unfortunately we cannot refund any goods lost in transit.
- My shoes are faulty... what do I do now?
If you have found a fault with your shoes, as above, please log on to your account and fill in the returns form as above, stating the issue with the shoe. You will then receive an email containing an address label for you to print off and affix to the item you are returning. Again, if you are unable to print please hand-write the address along with your unique Returns Authorisation Number on the package.
Please ensure the goods are prepared for transit and are returned in their original box. Hudson will then be in touch to give you further instruction via email.
- I would like to swap the pair I have ordered for a different pair is this possible? / I would like to swap this for a different size?
We are only able to swap like for like shoes. For example, if there is a faulty pair we will replace this for you with the same shoe/colour/size.
We do not offer exchanges, if you would like a new model of shoe, or swap sizes, a new order will have to be placed.
- I bought my shoes form a stockist and have found a fault...what do I do now?
If you feel there is a fault with your Hudson Shoes, please take them back to the store you purchased them from, together with a proof of purchase. Your receipt acts as your contract with that store. They can then examine the shoe to see if they deem it to be a manufacturer fault.
If advised as such, they will then send it back to us for an internal inspection, at which point it is at retailer discretion as to whether they offer, exchange, credit note or refund. Each of our stockists has its own returns policy, so you will need to check this when making a purchase. If they do not feel it is a manufacturer fault, it is at their discretion.
- Why do I need a Returns Authorisation Number?
Once you send your returns request, you will receive an email with a unique Returns Authorisation Number.
This number is unique to this particular return. Having this on the package, when it received in our warehouse, allows our team to identify this as YOUR return.
This speeds up the return process and subsequent refund.
Any orders sent back without authorisation cannot guarantee receipt or refund. As we do receive a high volume of goods in and out of our warehouse daily, we kindly ask all returns are authorised and items have their own unique Returns Authorisation Number visible.
Each number is unique to each returned item, so if you have previously made a return, you will need to obtain a new Returns Authorisation Number for any subsequent returns.
- I haven't got my Returns Authorisation?
You will need to log on to your account to raise a returns request. This will not be sent with your delivery.
If you have applied for one and not yet received your email, please check your junk mail first of all.
If we are not in there, please send the request again.
If you think there may be a technical issue, please contact our Customer Service Team.
- Do I pay for the cost of return? / Do you reimburse delivery charges for returns?
The cost of returning goods will rest with you. To keep costs low we advise using Royal Mail. You will be refunded for the original cost of delivery should you return the full order.
As a company policy we do not offer reimbursement for the cost of delivery when returning items.
- When will I receive my refund?
All refunds are processed on receipt of the item.
While we do make all refunds immediately, some banks can take up to 30 days to reflect in your account and we are unable to do anything to influence this in any way.
Please check your bank statements/ PayPal account.
- Can you confirm receipt of my shoes/ confirm refund?
You will receive an automated email from us to let you know the goods have been received.
Depending on your method of payment, you will be paid directly back into your account via Secure Trading or PayPal, which you can also check.
- I sent my shoes back, but I haven't received my refund/credit email?
If you have sent back your shoes using any kind of tracking service such as Royal Mail Special Delivery: Recorded Delivery or any other courier service, please use the tracking number obtained to either locate the item (as we may not have received it yet!) or to gain a Proof of Delivery. We receive a very high volume of traffic in and out of our warehouse so a Proof of Delivery will be required to ensure that it has been received.
We hope we haven't made a boo-boo but once you have a Proof of Delivery, please contact our Customer Service Team who will look into with our warehouse and double check we haven't missed it.
- How do I find what I am looking for?
If you know what you're looking for, start by selecting the product category links: Hudson | H Men's | H Women's. You will be taken to the relative home page where a selection of categories will appear on the left. If you know a specific product you are looking for, or simply find yourself spoilt for choice, you can enter a key word or name of the shoe/boot in the search box at the top right of the screen.
- I've seen a product advertised...how do I find it?
If you know a specific product you are looking for, you can enter a key word or name of the shoe/boot in the search box at the top right of the screen. If you return no results, please contact our Customer Service Team who will look into it for you.
- I've seen a product of yours I really like but I can't find it online?
More often than not, this could mean we have totally sold out of that particular item but if you contact our Customer Service Team ,letting them know what you are looking for, they will be more than happy to help you find you your nearest Hudson Stockist and get you into some new Hudson shoes. We cannot promise all stockists carry all styles, however where possible we will assist you in finding what you want.
- I would like to know if/ when a product will be back in stock...can you do this for me.
If you find your desired pair of shoes is unavailable in your size, you can click a button on the product page, which will take you to a contact form. Here you can fill in your details and we will email you updates on the product. If the item comes back into stock / is removed from the site, you will be updated whatever the change.
- Is your Customer Service Team able to tell me where I can find a specific product?
Like Bob the builder, yes they can! Please contact the Customer Service Team letting them know you have a stockist request, they will be more than happy to help you find you your nearest Hudson Stockist
- Can I pre-order an item if it's not currently in stock?
You can only order items that are currently in stock. However, we regularly top up the stock on our website so please keep checking. Alternatively you can click a button on the product page, which will take you to a contact form. Here you can fill in your details and we will email you updates on the product. If the item comes back into stock / is removed from the site, you will be updated whatever the change.
- What is the best way to look after my new Hudson shoes?
Clean and Polish the Leather:Before polishing your leather shoes or boots, clean them with a shoe brush or wipe them to remove any embedded dirt or debris. Don't forget the soles, bits of dirt can scratch them like sandpaper. Next, remove the shoelaces (if any) to avoid staining them; this also lets you clean the tongue of the shoe thoroughly. Then, use a pencil eraser to eliminate scuff-marks.
Now it's time to shine: Select a polish that matches the colour of your shoes. For best results, first rub the polish or cream into the shoe, applying evenly with a brush or soft cloth. Once the polish has completely dried, buff the shoes using a natural-bristle brush. Important: Use a separate brush and cloth for each colour shoe, one for brown, one for black, and so on.
Maintain the shape: Store leather shoes on stretchers in their original boxes to maintain their shapes. Alternatively, stuff the toecap with newspaper or tissue. For boots, use boot shapers for the shaft and stuff the toe with newspaper. Never store or dry leather shoes near a radiator or other direct heat, as this can damage the leather. All Hudson shoes are provided with tissue paper inside and wrapping the shoes.
Save Your Suede: Your suede and nubuck shoes deserve special attention. Clean and waterproof them regularly, and brush them before wearing so they will look their best. If your suede shoes get wet, stuff them with newspaper to keep their shape and let them dry naturally, away from heat. You can purchase suede cleaner/protector from any good cobbler on the high street.
Stay Well-heeled: Some of our longstanding customers resole their leather sole shoes when they first get them, to encourage the longevity of the shoe, as we all know rubber is more durable than leather as it is a man-made material. This is a personal preference and not for everyone, however it is a way of preserving the sole. As with any natural fibre, it will scuff and change with every surface it encounters, not to mention wet conditions.
Quick Tips to Extend the Life of Your Shoes
- To make shoes last longer rotate them with another pair.
- Always protect new shoes by spraying them with a water protector before wearing them for the first time.
- If your shoes get wet, allow them to dry naturally completely before wearing them again. Then clean and waterproof them again with a multipurpose protector.
- When you travel, always place your shoes inside a shoe bag or wrap them in a soft cloth.
These are just a few tips and pointers on how best to care for your lovely leather shoes, if you have any further queries that we haven't covered, please feel free to drop us a line at: email@example.com or fill in a contact form.