Frequently Asked Questions

1. HOW DO I MAKE A PURCHASE?
2. DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
3. WHICH SIZE SHOULD I CHOOSE?
4. WHAT PAYMENT METHODS DOES CIPHER ACCEPT?
5. IS IT SAFE TO USE MY CREDIT CARD ONLINE AT CIPHER?
6. HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?
7. IS MY PACKAGE INSURED?
8. HOW WILL I KNOW YOU RECEIVED MY ORDER & WHEN WILL PAYMENT BE DEDUCTED?
9. CAN I TRACK MY ORDER?
10. HOW DO I RETURN AN ITEM?
11. WHAT ARE THE TERMS FOR AN EXCHANGE?
12. WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
13. IS MY PERSONAL INFORMATION KEPT PRIVATE?

HOW DO I MAKE A PURCHASE?

Shopping with CIPHER is easy:

• Once you have found an item, select your size and click on the 'ADD TO CART' button underneath each item
• Review the items in your shopping bag by clicking the ‘MY CART’
• Click on ‘CHECK OUT’ to complete your order
• Our customer service department will provide you with your tracking number

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

No, you can shop at CIPHER without creating an account. However, register with us and you'll be able to enjoy the following benefits through your CIPHER account:

• Save your address and card details so you can shop even quicker next time
• Manage your account details, address book and email preferences

WHICH SIZE SHOULD I CHOOSE?

All products are sold by the US sizing scheme used by many international recognized footwear companies. To convert this to your usual size, simply click on the 'Size Chart' section, which you will find on every product page.

In addition, our team of Fashion Advisors tries on every item we stock, and can answer all your questions on sizing and fit - simply email info@cipherism.com for advice.

WHAT PAYMENT METHODS DOES CIPHER ACCEPT?

We accept Visa, MasterCard, American Express, Discover, Union Pay and Paypal. Please note that we do not accept any other methods of payment apart from those listed above.

IS IT SAFE TO USE MY CREDIT CARD ONLINE AT CIPHER?

At CIPHER, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Paypal or RBS Worldpay. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.

You may also choose to securely store your credit card details with us. This means you will not have to enter them again during future purchases, making it quicker and simpler to shop at CIPHER.

HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?

All destinations are shipped to on a DDU (Delivery Duty Unpaid). This means that your product prices displayed are exclusive of all taxes and duties, including EU VAT. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order. As we are unable to advise the amount this may be, we will always seek your confirmation prior to dispatching a DDU order.

IS MY PACKAGE INSURED?

All items are insured against theft and accidental damage whilst in transit from CIPHER to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

HOW WILL I KNOW YOU RECEIVED MY ORDER & WHEN WILL PAYMENT BE DEDUCTED?

After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your credit card for the value of the items in stock.

CAN I TRACK MY ORDER?

Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number.

HOW DO I RETURN AN ITEM?

All refunds and cancellations must be made within 7 days of receiving the item by written notification to info@cipherism.com.

We will issue a full refund including the original shipping cost within 30 days of receiving the item. You will need to return the entire order to us by secure means to ensure it reaches us in good condition, at your own cost. Cancelled orders should be returned to:

Items should be returned new, unused and with all CIPHER packaging materials.

WHAT ARE THE TERMS FOR AN EXCHANGE?

We are able to exchange items for a different size, based on stock availability. Simply specify the new size you require by emailing info@cipherism.com within 7 days of receiving the goods. Please note that we are only able to offer size exchanges.

You will need to return the item for exchange to us by secure means to ensure it reaches us in good condition, at your own cost. Once we receive them, we will ship the replacement item to you at our cost. You may be required to pay duties and taxes.

Items to exchange should be sent to:

Items should be returned new, unused and with all CIPHER packaging materials.

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

Your refund will either be credited to the original purchaser's credit card or CIPHER account and will include original shipping cost. The cost for the return shipping will not be included.

Please be aware that it can take up to 30 days for the refund to appear in your account.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that your personal information is kept private and confidential and at no point will we pass it to a third party.

To register at CIPHER, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

Please note that CIPHER may use your contact details to inform you of the latest arrivals and new services via email.

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