OUR NEXT DISPATCH : Thurs 23rd March 2017

FAQ

I'm new to buying over the Internet, how do I order? 

Welcome to JEL® secretshoes.co.uk, the home of Concept Footwear.  To talk to one of our advisors or check stock availability, please phone UK: 0345-900-2808 / Intl: +44 (345) - 900 - 2808. When ordering online, simply click on the item you wish to buy, select the size and colour required and click 'add to basket'. You can then go back and add additional items to your basket or 'proceed to checkout'.


Viewing our website & Browser

Although this website can be viewed using most well known browsers, for maximum usability we recommend using Mozilla Firefox or Google Chrome. To ensure best results, for users of Internet Explorer please be sure to de-activate the 'Compaibility Button'  located on your search bar, here is an example of what the button looks like:-

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Delivery

All Items are in stock unless indicated and will be dispatched from our warehouse within 2-3 working days and after cleared funds have been received.  We dispatch on certain days twice a week. See 'next dispatch date' located at the top left corner of our homepage. In all cases we will do the utmost to ship the goods out to you as soon as we can. To check stock please call us on 0345-900-2808

We use 'UK-Mail' Couriers (UK),  'Royal Mail Special Delivery' (UK - Northern Ireland) and 'Fedex' to (Europe) and the (Rest of the World). All orders are insured against loss or damage in transit.

Estimated transit times from our UK warehouse after your order has been dispatched (estimated in working days):-

UK : 1 -2 days
North America : 2 - 3 ( Fedex Priority) days
European Union : 1 - 3 days
Rest of World : 2 - 5 days

All delivery schedules are projected. We assume no liability for delays to make delivery due to conditions over which we have no control, including the delays of carriers, import customs formalities where applicable, accidents, strikes or any other unavoidable cause.


Questions about Payment

You may pay by UK Cheque, UK Postal order, UK Bank transfer, Telegraphic Transfer (International). Please ask us for IBAN details. Over the Internet you may pay securely by Credit or Debit card. We accept Visa, Mastercard, Maestro, American Express & JCB. We do not accept Paypal.


Can you deliver to another address other than the billing address of the cardholder?

Yes but only to your place of work. However, this must be supported by use of a works’ email address which must feature the cardholder & works company name. Please use this email address when placing your order. The transaction must be authenticated using ‘MasterCard Secure Code’ or ‘Verified by Visa’. You should automatically be prompted to enrol to this feature upon checkout. If not authenticated, it is discretionary and depending on circumstances whether we may send to this address.  We operate an address verification system for your security. Further proof of identification may be required. Please telephone (UK) 0345 900 2808 should you have any questions.


What if I want to pay by cheque?

No problem, as well as accepting most major credit cards, you can pay by Cheque, Postal order or Bank transfer. An order form is available for printing off from the secretshoes.co.uk site upon checkout. Simply complete the form and post it with your payment. Please don't forget to include any delivery charges.

NOTE: all payments should be sent to the below address and made payable to :
"JAGO EUROPE LTD

Jago Europe Ltd
PO Box 1078
Newcastle upon Tyne
United Kingdom
NE99 1SS


What if I'm not happy with my goods when I receive them?

No problem, we offer a 14 day no quibble guarantee. Please read our Cancellation & Returns page as well as our Terms & Conditions pages for further information.


Is it safe to order online?

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

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


Can I track my order?

You can check your order status on our website by entering your order reference details in the 'Tracking' section at the top right of every page. This section displays your current order history as well as the status of any open orders. Dispatches can now be tracked in more detail directly from the carriers website as well. We will notify you of the carrier link after dispatch. Please remember that if you have a query relating to any information held on the carriers website you must contact them directly.


I need more information about a product.

Telephone 0345-900-2808 (UK). We include as much information as possible about a product on the product page itself. If you need more detailed information, please email [email protected] quoting the product code or name, this can be found on the product page.


When will I be charged?

When you reach the final billing page and press 'Submit' we will immediately contact your bank/card issuer for authorisation to take payment from your account.

If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If the payment is not authorised by your bank or card issuer, you will receive an e-mail within a few minutes advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time).

As we are a UK company, all charges shown on the website are in British Pounds. If you are purchasing from overseas, your card issuer should convert the charge into your local currency at the prevailing rate of exchange.


Do you have a Catalogue?

Once you are registered using the 'REGISTER' link on the home page we will send you our catalogue by post whenever we plan to publish. Currently there are no plans for a Catalogue as new products are added to the site constantly, so you need to visit secretshoes.co.uk regularly to keep up-dated with all the latest shoe styles on offer.


Do you have a Shop?

You may view and purchase at our offices in Newcastle upon Tyne by pre-arranged appointment although most customers prefer to order online. We do however deliver to most countries worldwide using reputable carriers such as Fedex.


Can I pick up my order from your Warehouse?

Yes, you may. To arrange please call 0345-900-2808 once the order is placed. We will then specify a time for collection.


Can you leave the delivery at an agreed hiding place?

No, Delivery can only be made to the address supplied when placing the order. All goods must be signed for.


I am trying to make payment by card but it gets declined.

Please check entered details like the card no. / expiry / CSV code / Authentication code are correct and then try placing your order again. Alternatively speak to the card issuer and have them release the transaction to Jago Europe Ltd. You may need to re-order online after this event.