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FREQUENTLY ASKED QUESTIONS


DELIVERY

How long does delivery take?

Orders may take up to 5 working days to be dispatched. International orders will be dispatched within 5 working days.


How will I know if my item has been dispatched?

You will receive an automated tracking number via email only once your order is dispatched. It will be sent to the email address provided when placing your order.


What happens if I am not home when my order is delivered?

Anyone at the address provided can sign for your parcel. Alternatively, if no one is available your parcel will be re-directed to the nearest post office. Our courier company will leave a notification card to inform you.

 


ORDERS

Can I cancel or make amendments to my order?

Yes, however it needs to be made within the first 24 hours of placing your order. Please make any amendments via email so that we can keep track of any changes.

What do I do if I have not received the correct item?

Please contact Lipstik customer care so they can book a free of charge pick up of the incorrect item(s). You will need to include the filled out Lipstik returns form you received with your purchase, clearly stating your name, which item you initially ordered and which item you received.

 


PAYMENT

Which credit cards do we accept?

We currently only accept MasterCard and Visa credit cards via our online store.


Is it safe to order online?

Yes. All payments made via the Windsor Smith website are processed through Braintree. This is to protect your details as they can only be read on the secure server. Security checks are completed for online transactions to ensure the authenticity of credit card payments and protect you from fraud.


How do I know if my order is successful?

If your order has been successful, you will receive an automatic email with your invoice within the first 24 hours of placing your order. This invoice will be sent to the email address provided during the check out process. If you do not receive this email, please contact us immediately. Please ensure you have checked your junk mail folder prior to contacting us.



EXCHANGES

Can I exchange/refund my shoes purchased online?

Yes. If you receive your order and you wish to exchange/refund an item, you must post your shoes back to head office including a completed returns form which is included in your original order (or download a copy here).

Shoes being returned need to be in a new and unworn condition, in the original box.

We advise our customers to use a postal service that can be tracked when sending their shoes back to head office.

Once it has been received at head office, the returns department will follow your instructions provided.

Customers will receive an email notification to advise that your returned shoes have been received and a tracking number will be sent to your email once your exchange is dispatched.


How long does a refund take to be processed?

Refunds can take up to 5 working days to be processed. The money will be refunded onto the credit card that was used in the original purchase.


How long do exchanges take to be processed?

Once we receive your returned shoes, it can take up to 5 working days to process and dispatch your exchange. With any order, we aim to make this process as quick as possible.


If I buy shoes online, can I exchange these in store?

Our online store and physical stores are treated separately, therefore all online purchases must be returned to the online store.

All shoes purchased online must be posted back to head office in accordance with the returns form that is inside the box. Under no circumstance will shoes purchased online be accepted at any of our Windsor Smith stores or stockists for an exchange or refund.

We recommend you get a tracking number when you post the shoes back to head office. This is to protect customers by ensuring that the shoes are received and not misplaced.


For more information on returns and exchanges, please visit our Returns & Refunds page. 


How do I get an exchange or refund for shoes purchased online that are faulty?

Please contact Lipstik customer care for us to arrange a reply paid parcel point return label or a postage reimbursement with proof of receipt of the faulty item(s). You will need to include the completed Lipstik returns form you received with your purchase, clearly stating your name, the item you initially ordered and whether you wish for an exchange or a refund on your faulty pair of shoes.