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Info & FAQs

• Ordering Online
• Delivery of Goods
• Paying for your Goods
• Returns / Exchanges and Refunds Policy
• General

Ordering Online back to top

Q. Are my financial details on the Pineappleshoes.com site secure?

A. We take our online security very seriously at Pineappleshoes.com. The technology in place is the latest in online encryption to ensure your details are safe. No payment details are stored on our site giving you more confidence that your details are secure.
Things to Note:
We will never ask for your account password or your bank details by email or any other electronic means. We will never ask for your 4 digit PIN number under ANY circumstances. If you are contacted or receive an unsolicited email which asks you for your password or personal banking information, disregard the request and report the communication to Pineappleshoes.com for investigation.

Q. Will I be notified of my order progress?

A. Yes, you will receive an email confirmation upon placing your order and also one upon despatch of your goods. In some cases these emails may be seen as “junk”, please add customerservices@pineappleshoes.com to your address book or set the security systems you use to allow the above email address as not being “spam”. This will avoid this from happening in the future.

Q. Do I need to create an account?

A. No account is necessary. However, creating an account gives you additional benefits to simply ordering as a guest on the site. You have the ability to track your orders, place repeat orders or streamline your checkout as delivery details are stored for your convenience. You can also sign up for our fantastic newsletter that will keep you up to date of what’s hot in the world of Pineappleshoes.com.

Q. How do I track my order progress?

A. If you have signed up for an account, you can log into it at any time to check the status of any orders you have. You will also receive an order confirmation email and another email upon despatch of goods. If you chose not to open an account please call 0845 2704980 and speak to our customer services department. They will be glad to help.

Q. I haven't received my confirmation email?

A. This email should be almost instantaneously delivered to you. Should however, you have not received your confirmation email within 24 hours of placing your order, please contact our customer services team on 0845 2704980 and they will happily advise you of your current order status. Please remember to check your "Junk" mail as this email may have inadvertently been diverted here.

Q. My Size / Colour isn’t available!

A. We are terribly sorry about that. Rest assured everything we currently have in stock is on the website. Should your colour or size selection be non selectable, then unfortunately that option is currently out of stock.

Q. I ordered the wrong item/s

A. No problem, provided the items have not been despatched yet, call 0845 2704980 to arrange for your order to be amended.

Q. How many items can I order?

A. There is no limit to the amount of shoes you can order.

Q. Can I specify a different delivery address?

A. At this time we are only able to ship to the card holder’s address.

Q. The discount code I am using does not seem to work!

A. Please enter the code in capital letters with no spaces. Should this fail, contact us on 0845 2704980 where our customer services team will be glad to help.

Q. Can I get refunds or exchanges?

A. Please refer to the Returns Policy FAQ for full details on this.

Delivery of Goods back to top

Q. How will my order be delivered?

A. Your order will be delivered by 1st class recorded post. A signature will be required.

Q. What are the delivery charges?

A. All items delivered to the UK are delivered Free of Charge regardless of the number of pairs ordered. Orders for delivery to the EU will be charged at £9.49 per pair, whilst orders to the Rest of the World will be charged at £14.49 per pair.
Please note orders delivered outside of the UK may be liable for import duty, customs fees or delivery charges out of our control. Please check this prior to ordering from Pineappleshoes.com.

Q. When will I receive my shoes?

A. We aim to delivery your goods as quickly as possible. All goods ordered prior to 12:30pm Monday to Friday should reach you the following day. Orders placed on a Saturday or Sunday will be shipped on the Monday and should be with you on the Tuesday. All items are sent 1st class recorded delivery and will require a signature. Even though items are sent in this manner we cannot guarantee they will be delivered next day. Please allow 3 working days for delivery. Items delivered to the EU should take no longer than 5 working days. Whilst deliveries to the Rest of the World can take up to 7 Working days.

Q. Can I specify a delivery date?

A. Unfortunately at this time we do not offer this service. However, this may change at a later stage.

Q. I am in a hurry, can I collect my order?

A. Unfortunately at this time we do not offer this service. However, this may change at a later stage.

Paying for your Goods back to top

Q. What payment methods can I use?

A. We currently except Visa, MasterCard, Visa debit, Solo, Maestro & PayPal payments for your convenience.

Q. I do not have an issue number, what do I do?

A. For cards that do not have an issue number please enter both the card start and expiry date when entering your details.

Q. What is my security code (CVV)?

A. On the signature strip on the reverse of you card. It’s the last 3 digits on this strip.

Q. When we you take payment?

A. Payment will be taken just prior to despatch of your goods.

Q. Can I pay in Currencies other than British Pounds?

A. Unfortunately at this time we do not offer this service. However, this may change in the future.

Q. Can I pay by cheque?

A. We apologise but we do not accept cheques as a method of payment. We do however accept PayPal and most major credit and debit cards.

Returns / Exchanges and Refunds Policy back to top

We at Pineappleshoes understand that buying footwear over the internet means that you cannot try before you buy. As a result of this we offer a full money back guarantee. All we ask for in exchange is that you inform us as to why you do not require the shoes and return the goods in their original packaging, unworn and in the condition they were posted to you within 28 days of your order date.
The procedure to do this is as follows:

• Please email us at customerservices@pineappleshoes.com quoting your order number in the subject field and that you require a returns code in the body of the message.
• Upon receipt of this we will initiate the return.
• You will receive an email from us within 24 hours that includes a printable version of your pre-addressed returns label and a brief *returns form that needs to be completed and returned with the shoes. *reasons for return required for return to be processed and either replacement or refund issued.
• Upon receipt of the goods we will review the return and process the replacement or refund accordingly.
• We regret that we are unable to refund any postage and packaging charges to you.
• Please allow 3 working days for any monies to be returned to your account.

If, however, in the unlikely event that you find fault with your Pineapple Shoes. Please contact the Customer Services department on 0845 2704980 and they will discuss your concerns and arrange for your returns label to be emailed to you. Upon receipt and inspection of your shoes a Customer Services representative will contact you to discuss the options open to you. Your Statutory rights are not effected by this policy.

General back to top

Q. What happens if I forget my password or login details?

To reset your password, submit your email address here and you will be emailed a new password.

Q. Will Pineappleshoes be stocking the pineapple clothing range?

A. Not at this stage but if you follow the link from our homepage all the clothing can be found at the official Pineapple website.

Q. What do I do if my shoes are faulty?

A. Please see our returns policy for full details on how to make us aware of any problems you may have with the quality of your shoes.

Q. What times are your Customer Services departments open for business?

A. Customer Services are available from 9 am – 5pm Monday to Friday.

Q. Do you have sales?

A. Absolutely, why not sign up to our newsletter via the homepage and make sure you are at the head of the queue for all information including new styles, sales, promotions and competitions.

Q. What do I do if my shoes haven’t arrived?

A. Should your shoes not arrive within 3 working days of receiving the email confirming despatch? Please contact our Customer Services department on 0845 2704980 who will liaise will the Royal Mail to locate your package. All items will require a signature on delivery and will have a tracking number.

Q. Can I buy gift vouchers for my friend's birthday?

A. Unfortunately at this time we do not offer this service. However, this may change in the future.

Q. I have bought some pineapple clothing which I would like to return can I send with back with my shoes?

A. Pineapple Shoes design and manufacture shoes on behalf of Pineapple UK. We are an independent company in our own right. Therefore, items purchased from Pineapple directly must be returned to where they were originally purchased.

Q. I have signed up for one of your competitions. Where are the terms and conditions for these?

A. For full terms and conditions for the Win a signed Louie T-Shirt plus loads of extra goodies competition or the Newsletter sign up competition. Please email customerservices@pineappleshoes.com , who will be happy to forward a copy. News Letter Competition is drawn 30th July 2010 and the winner will be notified no later than 6th August 2010. Signed T-Shirt competition will be drawn 19th July 2010 and the winner will be notified by 31st July 2010

Q. Do you sell to the Trade?

A. Yes we do, if you are interested, please contact our trade sales department at sales@pineapplefootwear.com. Alternatively you could call our Customer Services department on 0845 2704980 and they will be happy to put you through to our trade sales team.

Q. How do I cancel an order?

A. Provided the items ordered have not been despatched you can call our customer services on 0845 2704980 to cancel your order.