Frequently Asked Questions

Answers to our most commonly asked questions.

Ordering Online

Are my financial details on the Ipanema.uk.com site secure?

We take our online security very seriously at Ipanema.uk.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 Ipanema.uk.com for investigation.

Will I be notified of my order progress?

Yes, you will receive an email confirmation upon placing your order and also one upon dispatch of your goods. In some cases these emails may be seen as “junk”, please add customerservices@ipanema.uk.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.

Do I need to create an account?

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 Ipanema.uk.com.

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 dispatch 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.

All orders within the UK (Mainland) are despatched via DPD Next Day Pre-12 Service. NI, Europe and Rest of World order are despatched via DHL. You will recieve tracking information directly from the carrier for your order.

I haven't received my confirmation email?

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.

My size or 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.

I ordered the wrong items

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

How many items can I order?

A. You are able to order up to 10 pairs per product at this current time.

Can I specify a different delivery address?

You are able to specify an alternative delivery address to the card address on your order.

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

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.

Can I get refunds or exchanges?

Please refer to the Returns page for full details on this.

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Delivery

How will my order be delivered?

Your UK (Mainland) based order with be shipped via the Tracked DPD Next Day Pre-12 Service.

NI, European and Rest of World orders are shipped via Tracked DHL Services.

What are the delivery charges?

UK (Mainland)

Delivery charges are £3.50 per order . Orders over £40 are free of charge.

NI & Europe

Delivery Charges are charged by region. Please select your country when at the checkout to find the costs for your region.

Deliveries take between 3-7 days from shipment.

Rest of World

Delivery Charges are charged by region. Please select your country when at the checkout to find the costs for your region.

Deliveries take between 3-7 days from shipment.

When will I receive my shoes?

We aim to delivery your goods as quickly as possible. All goods ordered prior to 1pm Monday to Friday should reach UK based customers the following day via our Tracked DPD Next Day service. Orders placed on a Saturday or Sunday will be shipped on the Monday and should be with you on the Tuesday.

European and Rest of World orders are sent via DHL tracked services and should take between 3-7 days to reach you.

Can I specify a delivery date?

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

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

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

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Payment

What payment methods can I use?

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

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

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

What is my security code (CVV)?

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

When will you take payment?

Payment will be taken upon placing an order.

Can I pay in currencies other than British Pounds?

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

Can I pay by cheque?

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.

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About Ipanema
The ethical choice
Delivery and returns