Customer Service

DELIVERY - UK

OUR DELIVERY PROMISE

We value your custom and we want you to feel comfortable shopping with The Real McCoy’s London, no matter where you are located. You can expect from us.

- Place your order before 3.30pm GMT Monday to Friday and we will ship the same day

- Your order protected by quality packaging

- Tracking information by email when the order is shipped

- Signed for delivery by a recognised global courier

- Our service team available to help with any query you may have


ENGLAND, WALES AND SCOTLAND

DPD

Our UK delivery partner DPD is leading the way in service. When your order is despatched you will receive a tracking email. On the morning of delivery, you will also receive an email detailing a one hour window during which your driver will arrive. DPD also offer Saturday and Sunday delivery options.

£6.50 DPD Next Working Day Priority Service

Please note that orders shipped on a Friday will be delivered the following Monday. If you require a weekend delivery please select at checkout.

£15 DPD Weekend Priority Service (Saturday and Sunday)

Select Weekend delivery at checkout. Please note orders placed over the weekend will be shipped the following Monday for delivery Tuesday.


NORTHERN IRELAND AND CHANNEL ISLANDS

Royal Mail

For Northern Ireland orders, we can only deliver with Royal Mail. We use the Special Delivery service which offers a fully tracked service and delivery the following day requiring a signature. Saturday delivery is also available. Unfortunately orders sent by Royal Mail will not receive tracking upon shipping unless requested.

 

RETURNS

OUR RETURN PROMISE

We value your custom and we want you to feel at ease shopping with The Real McCoy’s London. We understand shopping online is different to actually handling the product in store. Therefore we hope to make our returns process as straight forward as possible.

- We will process your return on the day we receive it

- Our service team will acknowledge receipt of your return and the action taken

- The Real McCoy’s London customer service team are available to help with any query

 

RETURNING AN ITEM

If you need to return a product purchased from us, you can return it within 14 days of receiving your order, providing it is in original, resalable condition with tags.
Once received you will be entitled to a refund or store credit.
To return an item to The Real McCoy’s, please download and print our Returns Form

 

RETURN ADDRESS

Please return to the following address:

The Real McCoy’s / Returns
Unit 10
Shires Bridge Mill
York Rd
York
YO61 3EQ

There is no charge to exchange items for a different size, however all exchanges are based on stock availability. Shipping is also free on the replacement item.
Please let us know as soon as possible if you would like to exchange an item so we can hold the replacement for you. Email, live chat or by calling us is the best method.


REFUND

We will refund the payment method used for the original purchase. We aim to process refunds on the day we receive the product subject to satisfactory condition.
Your refund will not include the postage paid during the original transaction.

 

STORE CREDIT

If your item is returned for store credit, this will be applied to your account. When you are signed in, it will be available at checkout to pay with.
If you find a product valued less than your store credit, your balance will be adjusted for future purchases. If you find a product valued more than your store credit, you will be able to top up the payment with your chosen method.


RETURNING GIFTS

If you have received the item as a gift, you may exchange it for an exchange or store credit. We would require you to create an account. The credit will then be applied to your account and visible at checkout to purchase with.
If you require an exchange please email service@realmccoyslondon.com

 

 

FAULTY ITEM / INCORRECT ITEM

If you feel the item you have received is at fault or incorrect, please contact us by email and we will handle your case individually. Email service@realmccoyslondon.com

 

RETURNS TERMS AND CONDITIONS:

Please ensure the goods are well packaged and protected so as not to be damaged during the return journey.
All Items must be in original, resalable condition complete with tags.
If the item appears worn, washed or not in original condition, we will not be able to accept your return. The product will be returned to you with no further action taken.
If returning footwear, please ensure the original box is protected with an outer packaging layer.
Any items lost or damaged in transit are the responsibility of the customer
The Real McCoy’s London is not responsible for any return custom charges. These may be deducted from your refund. Please contact us for assistance if required.

 

INTERNATIONAL RETURNS 

If you are returning an item from outside the EU and using a Postal Service, you will be required to attach a CN23 customs  Declaration Form. This is to ensure no import fee’s are charged to us when we receive your returned goods.
Download the CN23 form here
It is very important when completing this form that you select “Returned Goods” in the Category of Item section (10).
If you need help completing this form correctly, please contact us.

 

FEDEX RETURNS

International customers who use FedEx to return goods may not be aware that FedEx charge the recipient (The Real McCoys) a £21 Returned Goods Fee. If we receive returns from outside the EU delivered by FedEx we will deduct the Returned Goods Fee from your refund. If your return is for an exchange we will request £21 by Paypal before we can process the exchange.


RETURN ADDRESS

Please return to the following address:

The Real McCoy’s / Returns
Unit 10
Shires Bridge Mill
York Rd
York
YO61 3EQ