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FREQUENTLY ASKED QUESTIONS

ABOUT MY ORDER

WHEN WILL MY ORDER SHIP?

If an item is in stock we aim to ship within 48 hours (Monday - Friday) of receiving your order and you will receive an email with the tracking link once we've dispatched your order.
 
If you have placed a pre-order you can find the estimated shipping date below:
 
MONTY HI BURGUNDY/SKY
MONTY LO CHARCOAL/GREY (orders placed before 27th January)
MONTY LO SLATE/GREY
Please accept our apologies but due to the current global crisis there has been a delay with the vessel carrying this shipment The three styles above are now estimated to arrive at the UK port on 17th April and anticipated to ship the week of the 26th April.
 
MONTY HI BROWN/ORANGE
MONTY HI OLIVE/TOBACCO
MONTY HI NAVY/SMOKE
MONTY LO NAVY/CYAN
MONTY LO GRASS/KELLY (orders placed before 12th April)
MONTY HI BLACK/CHARCOAL/SLATE
Please accept our apologies but due to the current global crisis there has been a delay with the vessel carrying this shipment. The three styles above are estimated to arrive at the UK port in May, a delivery date will be announced shortly.
 
MONTY HI BROWN/FOG
MONTY LO BROWN/ORANGE
MONTY LO CHARCOAL GREY
MONTY LO GRASS/KELLY
The four styles above are estimated to arrive at the UK port in late May, a delivery date will be announced shortly.
 
MONTY HI BLACK/GUM
MONTY LO BLACK/GUM
OUTBACK II NAVY/GREY
The three styles above are estimated to arrive at the UK port in July, a delivery date will be announced shortly.
 
Once we have shipped your order you will receive an email notification with the tracking number. We're terribly sorry for the delays with these shipments, the global shipping system has been heavily affected by the current global situation.

HOW DO I CANCEL MY ORDER?

If you're considering cancelling your order please email cs@ridgemontoutfitters.co.uk, If your order has not been shipped they will be able to cancel your order and initiate the refund. Please note refunds can take 10-12 days in busy times.

DO YOU COMBINE SHIPPING?

For pre-ordered items we ship as they arrive into our warehouse, for in stock items we ship together as soon as they order comes through.

BREXIT - DO YOU STILL SHIP TO EUROPE?

In light of the changes Brexit has made to shipping to countries in the EU we have had to make the decision to stop selling to European counties at this time. If you currently have an order with us we will still fulfil it but please be aware that there may be additional customs/processing fees when the package arrives in your country that we are not liable for.

We hope as things become clearer we will be able to ship to European countries again very soon.

PRODUCT INFO

I'm an X size in a different brand what size should I order?

We use an athletic last in our shoes so we recommend you choose the size you wear in a running shoe.

Do you offer wide sizes?

We don't currently offer wide sizes, all of our shoes are standard F width. If you need a wider fit we recommend choosing half a size up.

Should I size up?

As mentioned above, we recommend choosing the size of shoe you wear in a running shoe. However if you are unsure between two sizes we recommend choosing the larger out of the two if your feet are wide.

DO YOU HAVE A PHYSICAL STORE WHERE I CAN TRY ON YOUR PRODUCTS?

We don't have any physical stores but we do offer free UK exchanges and returns so if the product isn't quite right just send it back and we'll offer you a full refund.

RETURNS/EXCHANGES

How do I return  OR EXCHANGE my order?

Please visit ridgemontoutfitters.co.uk/pages/returns to start the return process and create your label (UK addresses only). If you live outside mainland UK please email cs@ridgemontoufitters.co.uk to request an RA number and return address.
All returns must be unworn in it's original packaging.

What if you don't have my size when I send my order back to exchange?

Due to the nature of the pre-order process sometimes the entire batch sells out before the stock arrives which means we might not have your size in stock if you need to exchange to a different size. If you are ordering a pre-order project we recommend you order a couple of sizes if you are unsure about the correct size. If you return a pair of shoes to exchange and we don't have your size in stock we may be able to offer you a different shoe in the requested size or alternatively we can reserve a pair from the next batch to arrive.

It's been over 30 days can I return my order?

If you have received your order over 30 days ago, you may be able to return your order for store credit if the item is unworn in it's original packaging. Please contact cs@ridgemontoutfitters.co.uk for more information.

I pre-ordered my item and it arrived more than 30 days after i placed the order, can I still return?

Yes! The 30 days returns starts from the day we ship your order to you.

I returned my order but I haven't received the exchange/refund.

Refunds and exchanges can take up to 14 days from the date we receive the items back to the warehouse. However it's normally much quicker, once the refund/exchange has been processed you will receive an email.
If your question hasn't been answered please email customer services at: cs@ridgemontoutfitters.co.uk