Customer Service
- We ship worldwide
- Our Privacy Policy
- Accuracy & Variations
- Returns & Replacements
- How to return an item
- Payment
- Warranty & Claims
- Internet Security
- We ship worldwide
If your item is in stock, we will do our best to dispatch your order within 24 hours of receipt (we do not dispatch on weekends and holidays).Please see below, we have two different shipping rates - For Europe, and for the Rest of the World. We also provide two delivery options for each destination.
In any event your package will need to be signed for on receipt, and so you may want to consider having it delivered to a work address rather than a home address.
We offer you free shipping on your second and any additional item contained within your order. That means one flat rate of delivery whether you order one item or ten items.
For Europe:
- Standard delivery: € 10 (usually takes 4 to 6 working days).
Recorded delivery via the Post Office (Signed for) - Items are usually trackable only
until they leave Portugal, and in some cases trackable in other countries.
- Express Delivery: € 20 (usually takes up to two working days).
Delivered by airfreight/ courier - Items are fully trackable with available information on the progress of your parcel.
For the Rest of the World:- Standard delivery: € 20 (usually takes 6 to 12 working days).
Recorded delivery via the Post Office (Signed for) - Items are usually trackable only until they leave Portugal, and in some cases trackable in other countries.- Express Delivery: € 40 (usually takes 4 to 6 working days).
Delivered by airfreight/ courier - Items are fully trackable, with available information on your parcels progress.Please be aware that all items shipped outside the EU are subject to customs checks and potential added charges. Any customs or import duties are charged once the parcel reaches its destination country; the recipient of the parcel must pay these charges.
Since customs policies vary widely from country to country, it might be a good idea to contact your local customs office to verify current charges before you place an order.
Please also note that we are not liable for charges levied or delay of items held at customs.
- Our Privacy Policy
- We are committed to protecting your privacy, and we do not share or transmit your personal information with any third party, beyond the essential requirement for credit/debit card validation during purchase. We will only use the information that you provide us lawfully, and in accordance with the Data Protection Act 1998. We collect information about you to process your order and to provide you with the best possible service.
When you create a shopping account while ordering online you will be given the option to receive information from Pozu about products, promotions or special offers which we feel may be of interest to you. In the event that you do not wish to be contacted for such purposes, please leave the appropriate box un-ticked.
You may also unsubscribe from our email contact list at any time by replying with the word "unsubscribe" in the subject line, or by e-mailing us at:
contact@po-zu.com
We use cookies to enhance your browsing experience. Cookies are small pieces of information saved by your browser onto your computer and are used to remember various aspects of your visit. Most browsers are automatically set to accept cookies but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items. - Accuracy & Variations
- We try to provide digital representations of our product on this site that are as accurate as possible, but please bear in mind that variations may occur particularly with regards to colour as computer monitors do vary, and also our natural materials means they may not be perfectly consistent.
As our shoes are hand made we try our very best to match pairs. In some instances slight variations may occur, such as colour, texture, and markings. Such variances are characteristics of a genuine natural product. However if you are not entirely satisfied, you may still return them providing the shoes are unworn. - Returns & Replacements
- If you are not entirely happy with your purchase you may return the item providing it does not show signs of wear, and remains in its original packaging.
All undamaged, correctly returned products will be credited to the original purchaser's credit card. You are required to pay for the carriage to return the goods to us, but if you ask for an exchange we are happy to cover postage to send you your first exchange item. If you ask for a refund for a returned item you will be refunded the full amount for the goods, except for the postage.
Items for exchange or refund must be returned to us within 28 days from the date the goods were dispatched. Please allow up to 5 business days from the date we receive them, for your return to be processed. Please note that our refunds will not cover customs duties on shipments outside the EU.
Please also note that we ship all orders directly from our factory in Portugal, hence any returned shoes will need to be posted back to Portugal.
If the return or exchange is due to a manufacturing fault or quality defect by Po-Zu, the total amount of the shoes including postage will be refunded. In this case please include the postage receipt with your return.
Po-Zu is not liable for any lost, stolen or damaged items in the mail once they are returned back to us. - How to return an item
- The shoes must be delivered in it's original packaging to the return address – using the pre-printed return address labels provided together with your Order Summary/Invoice.
Please fill in the provided returns form, informing us why you are returning your goods, and whether you would like a refund or an exchange, so we can quickly put things right.
Detach the filled returns slip and place it inside the shoe-box. Keep the top section of the invoice for your own reference.
Peel off the pre-printed return address label and stick it on the front of the parcel, making sure you have enclosed the Returns form with the goods.
Take the parcel to the Post Office and request Recorded Delivery. We would advise you take out the extra compensation option to obtain a certificate of posting with a tracking number. This will ensure you receive full compensation should your parcel go missing.
If you wish to contact us regarding returns please e-mail: customerservice@po-zu.com - Payment
- Payments for goods are to be made by credit or debit card only. We accept the following cards: Visa Credit Card, Visa Delta Debit Card, Visa Electron and Mastercard Debit/Credit/Pre-Pay.
- Warranty & Claims
- Po-Zu guarantees all of its shoes for up to 12 months from date of purchase against defective workmanship and/or materials when used under normal conditions for the purpose intended. For any claims made once the shoes have been worn, Po-Zu will either repair, replace, or issue credit based upon the original purchase price toward a new pair of shoes. Credits will not be considered if shoes have been subject to excessive or unusual wear, mistreatment, or accidental damage.
All claims will be evaluated on a case-by-case basis. Please e-mail us photos of your claim with a proof of purchase to customerservice@po-zu.com and we will reply as soon as possible with further instructions. - Internet Security
- We use Internet standard encryption technology throughout your checkout process to protect your sensitive data when you transmit it to us. This process is known as SSL (secure sockets layer).
All transactions on our site are processed by Sage Pay, and all transaction information is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to our servers from Sage Pay are signed using MD5 hashing to prevent tampering.
Po-Zu Online Ltd.
Company registered address:
42 Copperfield Street
London SE1 ODY
UK
Company registration number: 07108652