Frequently Asked Questions

My Account

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

No. You can order from us using our ‘Guest Checkout’ option online, or order via telephone where we will only require your details for the purposes of placing, processing and delivering your order to you. When ordering online, simply add the items to your bag that you wish to purchase, then go to ‘My Bag’ and click on the pink ‘Secure Checkout’ button when you are ready to pay. You will then be asked how you would like to checkout – click the ‘Checkout Now’ button below the ‘Guest Checkout’ option and you’re good to go, no registration necessary!

HOW DO I SET UP AN ACCOUNT?

Follow the ‘Register’ link that appears at the top of each page and complete the form with your details. If you would like to create a teachers account then follow the ‘Teachers Programme’ link that appears at the top of each page, then fill out your details in the boxes provided. Alternatively you can register an account with us by calling our customer service team on 01793 822838 or 0845 330 1 330.

WHY CAN’T I LOGIN TO MY ACCOUNT?

Please check that you have entered the correct email address and password for the account that you registered with us (make sure upper/lower case is adhered to and there are no spaces or extra punctuation where there shouldn’t be). If you are logging in using your teachers account then make sure you are using the correct details for this and not your personal account details. If you are still having problems logging in then please email our customer service team at sales@dancedirect.com or call on 0845 330 1 330.

WHAT DO I DO IF I’VE FORGOTTEN MY PASSWORD?

You can reset your password by selecting the ‘Forgotten your password?’ option below the login section, where you will be prompted to enter your email address. We will then send you an email, simply follow the instructions on this to reset your password.

HOW DO I SIGN UP FOR THE TEACHERS DISCOUNT PROGRAMME?

Signing up is simple. Follow the link for the ‘Teachers Programme’ that appears at the top of each page, and fill in your details. Once our customer service team has verified these details and your application has been approved you will receive an email confirming your login details. You can then login using these details and your discount will be applied to your purchases.

My Order

HOW DO I PLACE AN ORDER?

You can order via our website by selecting the items you want and paying by credit or debit card using our secure checkout. You can also place telephone orders by calling us on 01793 822838 or 0845 330 1 330.

WHAT TYPES OF PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit and debit cards, or you can pay through Paypal.

ARE MY CARD DETAILS SAFE AND SECURE?

Absolutely. We take your security very seriously – all payments online are fully secure and encrypted using Secure Certificates, so you can rest assured that your details are protected every time you shop with us.

HOW CAN I FIND OUT WHAT MY ORDER NUMBER IS?

This will be included in your order confirmation email once your order has been placed. You can also find this out by logging into your account and going to the ‘My Orders’ section.

CAN I ADD ITEMS TO AN EXISTING ORDER?

Unfortunately once an order has been placed we are unable to add any additional items to it. Please ensure that you are happy with the items and quantities that you have in your bag before proceeding to the checkout.

AN ITEM I’VE ORDERED HAS BEEN HELD ON A ‘BACK ORDER’ – WHAT DOES THIS MEAN?

Our aim is to ensure that your complete order is dispatched to you every time. Unfortunately some items sell out very quickly and stock can’t always be replenished in time to meet demands. In these cases, we will send part of your order out to you and keep any out of stock items on a back order – this means that as soon as your goods are back in stock we will dispatch them to you and notify you by email.

Please be advised that we are not able to hold on a back order any out of stock items valued at under £10 including VAT without either holding the whole order or applying another postage charge for a further dispatch.

In the event we are temporarily sold out of an item you ordered, we reserve the right to cancel it or replace it with an alternative product unless otherwise instructed.

HOW DO I AMEND OR CANCEL AN ORDER?

We do our best to get your order out to you as quickly as we can, so once an order has been placed we are unable to cancel it. If there is something wrong with your order or you no longer want the items then they can be returned for a refund. Please ensure that you are happy with the items and quantities that you have ordered before proceeding to the checkout.

HOW DO I RETURN AN ITEM?

If something is wrong with your order you can return it for a refund within 30 days of the delivery date. In every parcel we enclose a returns form attached to your invoice, please fill this out and send it along with your item(s) by Royal Mail Signed For™ service to the following address: Dance Direct, Unit G20, Parsonage Road, Swindon, Wiltshire, SN3 4RN

Full details of how to return an item, including our T&C’s, can be found on our Returns page.

DO I HAVE TO PAY FOR MY RETURNS?

All items being returned for a refund must be sent postage paid. We recommend using the Royal Mail Signed For™ service to ensure your parcel arrives safely to us. Dance Direct accepts no responsibility for mislaid returns parcels. (On the occasions where we have made an error with your order, we will refund you for your return postage costs).

WHEN WILL MY REFUND APPEAR IN MY ACCOUNT?

Once we have received your returned item(s) we will refund the card that you used for payment and send you an email to notify you of this once processed. We ask that you please allow 2-3 working days for the refund to show up in your account.

WHEN WILL MY ORDER BE DELIVERED?

Using our standard delivery service please allow 5-7 working days for your order to arrive. If you have opted for express delivery then your order should arrive within 24-48 hours. For full details of our delivery services please visit our Delivery page.

WHICH COUNTRIES DO YOU DELIVER TO?

We ship orders to the UK, Europe and the rest of the world. For full details of our delivery services and costs please visit our Delivery page.

WHY DO YOU NEED MY MOBILE NUMBER AND EMAIL ADDRESS?

So that we can get in touch with you if there is a problem with your order. We take security seriously and your personal details are always kept confidential – we will never share them with third parties.

THE SHOES THAT I’VE RECEIVED HAVE A DIFFERENT SIZE ON THE BOX TO WHAT I ORDERED – WHY?

This doesn’t mean that you’ve necessarily received the wrong size. Some of our products are from the USA so the packaging will show US sizes rather than UK. Please check the shoes inside the box and try them on to see if they fit before returning.