FAQs

You'll find the answers to the most common question asked here, however if you have a more specific question then please submit the contact form below.

Sizing information is within the product description if available, scroll down the product page and click on the relevant tab.

If you would like advice or more information on sizing please call our team on tel: 01953 880914

We can exchange your boots for an alternative size, simply contact the office and ask for our Exchange Service, the fee is £8.

Please complete the Return's Form and return the items to us. Returning of goods bought from our website are at the buyer's expense.

We can arrange for collection by our courier, costs can be confirmed by telephone, alternatively you may use Royal Mail, please ensure you return the item in the original packaging.

We can exchange or refund, all delivery charges are exempt.

All products sold on www.tuffaboots.com are under 6 months manufacturer's warranty.

This, however, is not a guarantee against normal wear and tear. Nor does it apply to product that has been damaged by misuse.

In the unlikely event of a problem with yourTuffa product, you must return them in the first instance to where they were originally purchased for an initial assessment.

The next step will be for the Tuffa Customer ServiceTeam to determine whether these goods should be repaired or replaced..

If returning an item under warranty for inspection, we insist the item must be in a clean state, items sent dirty can not be assessed.

It is very important to include your receipt,where/when purchased and specific details about where our product has not met with your expectations.

Don’t forget to include your full contact details including postal address and a daytime contact telephone number.

Who is Klarna? 

  • Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 30 days work?

  • Pay later in 30 days is a form of credit which allows you to delay payment of your purchase by 30 days. Once your order is confirmed, you’ll receive am email with payment instructions within two days from Klarna. You’ll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.co./uk

Am I eligible for Pay later in 30 days? 

  • To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.  

How can I increase my chances of being accepted for Pay later in 30 days?

 

Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability.  If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 30 days before does not mean it will be offered for every order. In turn, if your application for Pay later in 30 days is denied, it does not mean it will be denied for future orders.

 

Will a credit search take place? 

  • Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Tuffa Boots run credit searches against you that could impact your credit rating.

 

Why have I not been offered Pay later in 30 days? 

  • Although Pay later in 3 days is widely promoted it is not always universally available. The Pay later in 30 days payment option is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history, and item availability.  Alternatively, you are able to complete your order by paying by credit or debit card at checkout.

Am I eligible for Pay later in 3 interest-free instalments? 

  • To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments? 

  • Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 3 interest-free instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 3 interest-free instalments is denied, it does not mean it will be denied for future orders.

What do I need to provide when I make a purchase? 

  • If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

How does Pay later in 3 interest-free instalments work? 

  • Pay later in 3 interest-free instalments is a form of credit which allows you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Tuffa Boots and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

How do you pay using Klarna on your website?

 

  • Add your items to your basket, proceed to payment and select pay later (pay in 3 months).

Can I return an item if I pay with Klarna? 

 

  • Yes, simply return your item either by post or in-store and Klarna will process your refund.

How will I be refunded if I make a return?

 

  • You’ll only pay for what you keep. If you return some or all of your order, Klarna will issue you with a new statement as soon as we have processed your return. If you have an upcoming payment due date – sit back and relax. If there is a delay in registering a return Klarna will issue a new payment due date for anything you decided to keep.

If you have paid for your order with a card, the refund will be made back to the same card. If you are using Financing, your refund will be available as a positive balance in your account with Klarna. This allows you to purchase again using your account at any participating online stores.

 

Will a credit search take place? 

  • Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Tuffa Boots run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments? 

  • Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna? 

  • Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order? 

  • As soon as Tuffa Boots have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order? 

  • Klarna will automatically attempt to collect your payment for your purchase at Tuffa Boots from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience.
  • You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default and may be unable to use Klarna in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

I have been asked to go to the Klarna site. Is this correct? 

  • You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

  • Payment information is processed securely by Klarna. No card details are transferred to or held by Tuffa Boots. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date? 

  • Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment? 

  • Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk

What happens to my statement when I've returned the goods? 

  • Once Tuffa Boots has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods?

  • In the event that your goods have not been received please call Tuffa Boots to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

  • As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days. 

I have asked for a refund. How will I be refunded?

  • Refunds shall be issued back to the debit or credit card which was originally entered at checkout. 

I haven’t received an email with my statement/payment information.

  • You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information. 

I still have questions regarding payment, how can I get in touch?

  • Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.

We hold a vast amount of stock in our warehouses and aim to keep our levels online accurate, we will always get in touch if your item is out of stock and let you know the estimated time the item will be available should the item be on back order.

For full breakdown please visit our Delivery page.

UK mainland normally within a couple of days if the item is in stock (excludes weekends).

You have several ways to pay for your orders.

  • Credit cards: Visa, MasterCard
  • Debit cards
  • PayPal

We are often asked whether customers can go somewhere to try on our boots and shoes.

We do have our own showroom on site in Norfolk and visitors can call bewtween 9.30 - 4.00 Monday to Friday.

Here is a list of some Tuffa stockists who have bricks and mortar shops with a decent Tuffa range for trying before you buy.

If your own local tack/saddlery shop doesn't stock Tuffa Boots, chaps and gloves, ask them to!

Beaver Horse Shop, Windmill Farm, Beckwithshaw, Harrogate. HG3 1QL

Calcutt & Sons, Bullington Lane, Sutton Scotney. SO21 3RA

Cash Heath Country Store, Forsbrook, Stoke On Trent. ST11 9DE

Castlemorris Equestrian & Pets, Pencnwc Farm, Castlemorris. SA62 5ER

Celtic Equine, Monksgrange Stud, Rathnure. Enniscorthy. Ireland

Chandlers Farm Equipment, Main Road, Belton. Grantham. NG32 2LX, branches also in Barnack, Holbeach, Horncastle & Spilsby.

College Farm Saddlery, 45 Fitzalan Road, Finchley. N3 3PG

Crossways Service Centre, 99 Yarmouth Road, Ellingham. NR35 2PH

Derby Arms Equestrian, 105 - 125 Ashurst Road, Tadworth. KT20 5PX

Eccelshall Saddlery, The Mill, Stone Road, Eccleshall. ST21 6DJ

E J Wicks, 1 Newbury Street, Lambourn. RG17 8PB

Eileen Douglas Tack Shop, Woods Farm, Easthampstead Road, Wokingham. RG40 3AE

Elms Equestrian, Bough Beech Road, Four Elms. TN8 6NE

Fen Farm Supplies, Mepal Road, Witcham. CB6 2LD

Gatleys, Sandgate Fram Barns, Farm Lane, Storrington. RH20 4AH

GJL Animal Feeds, Clipbush Business Park, Fakenham. NR21 8SX

W & T Gibson, Kingsley Mill, Mill Lane, Frodsham. WA6 8JA

Gibsons Saddlers, Queensberry Road, Newmarket. CB8 9AX

GJL Animal Feeds, Clipbush Business Park, Hawthorne Way, Fakenham. NR21 8SX

Gravenhurst Saddlery, Ion Farm, Lower Gravenhurst. MK45 4HH

GPS Saddlery, West Loudin Equestrian Centre, Galston. KA4 8PB

Hansard Pet Centre, Romsey Road, Awbridge. SO51 0HG

Harley Equestrian, Dairy Farm, Eydon Road, Woodford Halse. NN11 3RG

Highland Industrial Supplies, 36 Seafield Road, Longman Ind. Est, Inverness. IV1 1SG

Hintons Country & Garden, 17 Broad Street, Leominster. HR6 8DB

Horseworld, Willow Beds Farm, Lemesley. NE11 0EW, & Northern Ireland; 147 Abbey Road, Millisle. BT22 2DQ

Ifield Park Equestrian, Bonnetts Lane, Ifield. RH11 0NY

Ingatestone Saddlery, Main Road, Margaretting. CM4 0ES

Jobson's of Alnwick, Tower Showrooms, Alnwick. NE66 1SX

Kings of Suffolk, Grange Barn, Grundisburgh Road, Woodbridge. IP13 6HN

Lloyds Lawn & Leisure, Kingstown Broadway, Carlisle. CA3 0EF

Mangan & Webb Saddlery, Digbeth Street, Stow On The Wold. GL54 1BN

McCash's Country Store, 1 Feus Road, Perth. PH1 2AS

WM Mcivor & Son, Standard Way Industrial Estate, Darlington Road, Northallerton. DL6 2XA

Mill Wheel Tack Shop, Moss End Garden Centre, Warfield. RG42 6EJ

MJR Equine Supplies, 4 Old Mill, Kirkintiloch. G66 1SS

Murphy's Saddlery & Tack Shop, Hewish Pool Farm, Weston Super Mere. BS24 6SG

Nash's Supplies, 4A, B & C Cotton Road, Bangor. BT19 7QG

Naylors Equestrian, Bridge Point, 100 Mellor Street, Rochdale. OL11 5AT

Online For Equine, Unit 24 Home Fram, Main Road, Milford. ST17 0UW

Orchard Equestrian, Westlink Business Park, Unit 18 Ennis Road, Limerick. Ireland

Penfolds, Old Talbot House, Cuckfield, Haywards Heath. RH17 5JX

Porto Polo, Unit 1 Carewell Barn, St Piers Lane, Lingfield. RH7 6PN

Rimell Saddlery, 1 West Street, Shipton On Stour. CV36 4AL

Risley Saddlery, Derby Road, Risley. DE72 3SY

Riseholme Feeds, The Oaklands, Costock Road, Wysall. NG12 5QT

Rokers Tack Shop, Fairlands Farm, Holly Lane, Worplesdon. GU3 3PB

Romsey Saddlery, 6 Latimer Street, Romsey. SO51 8DG

R & R Country (Melton), Waltham Road, Thorpe Arnold. LE14 4SD

R & R Country (Selby), Hull Road, Hemingbrough. YO8 6QJ

Sales of Sandon, The Mill, Sandon. SG9 0QQ

Sight & Sound, 4 Thoroughfare, Harleston. IP20 9AX

Sportack Montrose, Damside of Glenskennd, Montrose. DD10 9LG

Stockley Trading, Riverside Industrial Estate, Bridge Road, Little Hampton BN17 5DF

Supapet The Horse Shop, Millfield Barn, Lower Kingswood. KT20 6RT

Sussex Saddlery, Cowfold Road, West Grinstead. RH13 8LP

The Saddlery Shop (online), Trelawne Farm, Chilla, Beaworthy. EX21 5XE

Totally Tack, 47 Vaills Way, Frome. BA11 3BA

Treehouse Sporting Colours, The Treehouse, New Farm, Rushock. WR9 0NR

T R I Equestrian, The Curragh, County Kildare. Ireland

Vale Gardens, Birmingham Road, Badsey. WR11 7TW

Wadswick Country Store, Manor Farm, Corsham. SN13 8JB

Wharfedale Equestrian, 1C Oxford Street, Guisley. LS20 9AX

White Rose Saddlery, Widger Mews, Norton. YO17 9QG

Windmill Feeds & Saddlery, Unit 1, Bell Lane, Uckfield. TN22 1QL

Woodland Enterprises, Unit 4 Northfield Farm Industrial Estate, Wantage Road, Great Shefford. RG17 7DQ

Wroxham Saddlery, Church Road, Hoveton. NR12 8UG

You can send someone a gift by entering their name and address as the Delivery Address and your own as the Billing Address.

We will take Christmas returns up to 8th January, 2021.