Customer Service

Have you got a shop or showroom I can visit?

We have four branches in Northallerton, Stokesley, Piercebridge and Leyburn.

Where is my order?

After placing an order, you will receive an email from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted or that we are guaranteeing supply. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you a Dispatch Confirmation email with tracking information that confirms that the product has been dispatched.  The courier’s website and tracking number will be available in your email or online account to track at your convenience.

Generally, we allow goods to be delivered 72 hours in Mainland UK but typically within 48 hours from the date of dispatch from orders received before 1pm.  Orders placed on Saturday or Sunday will arrive on the following Tuesday (subject to product availability and any delays caused by weather and peak or holiday periods) - deliveries may take longer for the more remote Scottish Highlands and UK offshore islands.  Please note we do not dispatch orders on Public holidays or weekends.

Deliveries are made by courier and will require a signature upon receipt as proof of delivery, so if it is likely that nobody will be at your delivery address to accept the goods, please consider delivering to your works address. You can specify additional delivery instructions during checkout. However if you choose to have the parcel left without your signature it is entirely at your own risk and we cannot be held responsible for any losses that may occur.

I have received my item but it is the wrong size, can I exchange it?

If you are not completely satisfied with your purchase, for whatever reason, you may return it to us within 14 days of delivery for an exchange or refund. All goods must be accompanied by a proof of purchase. When trying on goods that may be returned please take care. Once goods are soiled they cannot be considered for exchange or credit. When returning any item please quote your original orders number in the return. Please note that you will be responsible for the shipping cost of returning any item to us, unfortunately we are also unable to refund your original shipping cost. Exchanges will be generated and despatched to the same UK delivery address with no additional postage charge.   Your statutory rights are not affected. You can contact us in writing, via email or telephone.  

Returns Department
Sam Turner and Sons Ltd
Darlington Road
North Yorkshire
United Kingdom

When is the best time to call your customer services team?

Our Customer Services are available from Monday to Friday 8am – 5pm on 01609 772 422

Have you received my return?

If your item was purchased directly from our website we will send you an email as soon as we receive your return. Please allow 5 working days from the date of receipt for your return to be processed.

I requested an exchange but I have received a refund?

When any item is received for an exchange, if there is no longer stock available in the size requested and the manufacturer is out of stock an automatic refund is applied. Usually you will be contacted and given the option of waiting for new stock or a different option before a refund is issued.

What happens if I’m out when you deliver?

If you are not available to accept delivery the courier will leave a calling card to advise that delivery has been attempted (please follow the instructions on the calling card). Please note that the courier may leave your parcel with a neighbour, or a secure location - you, will be advised of this on the calling card.

Do I need to register before I make a purchase?

No, you are able to checkout as a guest. Being registered gives you the ability to check the status of your order including tracking details.

I have a faulty item, what can I do?

Our policy is that faulty goods under a 1 year warranty must be returned to our store for an evaluation with a valid proof of purchase, once confirmed faulty the postage incurred within the UK will be reimbursed at Standard Royal Mail Rates with an exchange or a refund on the goods. The cost of returning non-faulty goods is not covered under warranty and must be met by yourself. We will of course send out any repaired / replaced goods free of any carriage charge. If faulty footwear is being returned, please ensure that they have been cleaned of excess mud first - for Health & Safety reasons we are unable to process dirty products.

My order has been cancelled?

There may be several reasons why your order has been cancelled and we apologise for any inconvenience this may have caused. If you would like to check if the item(s) is available in your local store please contact us