Spartoo UK
Questions & Answers

Hi Jill, I apologise for any inconvenience. Our Customer service answers calls as they arrive, between the hours of 9 to 5 (French time!). If you are calling from the US you will have to take into consideration the time difference. Emails are also replied to as they arrive, or within a day at the most, from Monday to Friday. Just to confirm you have the correct email and phone number, the email is Adriana@spartoo.co.uk, and the phone number for Customer service is 02033 182709. If you are still having problems, please contact me directly at april@spartoo.com, and I can make sure the Customer service team receives your email. I apologise once again for any inconvenience, and I hope to hear from you very soon! All the best, April Buchanan

Ordered mine on Friday, received package on Wednesday, with DHL tracking. I live in LA area.

Hello Julianna, yes we are authorized to sell Birkenstock in the US. Have a lovely day!

Hello Jan, I am sorry you are having trouble ordering for free on our website. Can you please tell me which country you are trying to order from? Thanks a lot, Clara

Hello Jan, I am sorry this happened, please get in touch with me at clara@spartoo.com with your oder number and I'll get back to you as soon as possible. Have a lovely day, Clara

Hi Sheila, I'm so sorry to hear that you received mismatched colours on your Birkenstocks! We would love to rectify this matter for you, but we'll need more information. Could you please send your query to our customer service at adriana@spartoo.co.uk so that we may be able to find your order and help you? If your order was shipped to the US, we don't normally have free returns on orders. However, I'm confident that we can do something to compensate you for the return and the hassle you have experienced. Please get in touch with us right away! I will also pass along this message to the customer service, but as they do not have your full name and order number, it is best if you can contact them directly. I do apologize once again for the inconvenience, and we hope to hear from you soon! Sincerely, April Buchanan E-Marketing Manager Spartoo UK

Hi Ben, The Prada products on our site are authentic, like all our brands, but Prada is supplied through a partner retailer called Takemore (uk.takemore.net). As such, the products are not shipped from the Spartoo warehouse, but rather the partner's warehouse. You may contact them directly if you have any further questions. Sincerely, April Buchanan, E-marketing Manager Spartoo UK

A: Hi Myra, I apologize for the delay in replying. I am so sorry to hear you received the wrong shoes. The US market is still farily new for us, and we are still working out the kinks, such as long delivery times and no prepaid returns. For orders in the US, it's true that we don't have free returns, however my colleague in customer service informs me that you will be refunded the shipping costs because you received the wrong item. Your return may take two weeks to be received and refunded just due to the distance the package must go. I can only apologise for the inconvenience. However, our customer service are sending you an email today, they happy to provide you with a discount voucher to try to compensate you at least in some way. In the future to contact us directly, you'll have to call between 9 and 5 French time-- that's 6 hours ahead of Eastern time. So if you are on Eastern time you would have to call between 9 and 11 am (or earlier if you are located further west) at 1 646 893 0173. You can also email adriana@spartoo.co.uk. You should be receiving an email today with information about the refund of your shipping costs and your voucher. I do apologize once again for the inconvenience, and don't hesitate to contact us again if need be! All the best, April Buchanan E-Marketing Manager