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FAQs

Payment

Online we accept:
Visa
Visa Debit
Visa Electron
Maestro MasterCard
American Express
PayPal
Apple Pay

For our international customers, to ensure efficient processing of your order we would suggest advising your bank of your upcoming transaction to avoid your payment authorisation being put on hold by your bank.

Your payment card is charged the full order value at checkout. If your transaction is declined during the checkout process, please follow the instructions on screen. Check the information you have entered and try again, or alternatively please try another form of payment. Please be aware that banks will occasionally put a hold on new online transactions as a security measure until they have received confirmation of the authenticity of the transaction from the card holder.

We accept credit notes in either our Bath store or when posted to our Customer Care department. If you are unable to get to our store and would like to redeem your credit note, please contact our Customer Care team who will process your order with you over the phone. You will need to post the credit note to us to be validated before your order can be despatched. The postal address is: DuoBoots Customer Care, Vallis House, Vallis Road, Frome, Somerset, BA11 3EG, United Kingdom. To speak to someone in our Customer Care team call us on 0330 100 3455 or email us here.

Your total order value will be charged for on completing checkout, including products which are out of stock and on order.

In accordance with the second Payment Services Directive (PSD2), you may be asked to complete a two-factor authentication process at checkout. New requirements for authenticating online payments are being introduced in Europe, over a period of 18 months from 14 September 2019, as part of the second Payment Services Directive (PSD2). The new rules, called Strong Customer Authentication (SCA), have been introduced to reduce fraud and make online payments more secure. Your bank may send you an SMS or you may be asked to login to online banking to confirm your transaction.

If you do not complete the authentication process, your bank or card issuer may decline the transaction, and your order will not be completed. You will know if your order has completed when your see the “Thank you – order confirmation” page, featuring an order number. Read more about Strong Customer Authentication.