FAQ's

Sizing and Fit

How do I choose the correct shoe size?

We recommend referring to our size guide available on the footer on our website.

What if the shoes don't fit?

No problem. You can return eligible items within our returns period, provided they are unworn and in their original packaging.

Do your shoes fit true to size?

Most of our shoes fit true to size. However, fit may vary by style and brand. 

Amendments to orders

Can I make amendments to orders?

We process orders quickly to ensure fast delivery. If you do need to make amendments to your order, please contact our customer support team as soon as possible. We cannot guarantee changes once an order has been processed, but we will try and accommodate this as best we can. 

Will I receive order confirmation?

Yes, once your order has been placed successfully, you will receive email confirmation. Please check your spam folders incase it lands there. 

I have entered my postal address incorrectly, can you update this?

We are able to make minor amendments to postal addresses if an order has not yet been shipped, for example if the house number/postcode is incorrect. Please email us as soon as you notice the issue so that we can update this before shipment.

I want to change my postal address to a completely different address, is this possible?

In order to protect our customers from online fraud, we will not be able to make major changes to postal addresses, for example switching to a new shipping address. If the original address is not suitable, please contact us at the earliest convenience so we can cancel your order before it has been shipped. You will then be able to place again with the correct address.

Shipping

How long is UK delivery & which courier do you use?

UK deliveries can take upto 3-5 working days and you will be notified once shipped. Our parcels are delivered by Royal Mail.

How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking number. 

Do you offer free shipping?

We may offer free shipping on qualifying orders. Current shipping promotions will be displayed on our website. 

Returns & Exchanges

How do I return items for a refund or exchange (UK)?

Please fill out your returns form included within your parcel, stating the details of your return/exchange. Our address can be found on our returns page, please write this on the outer packaging and take your parcel to the post office or arrange for a collection via an alternative courier. Returns costs are not included in our service, customers are responsible for the cost of returning goods

How long do exchanges/refunds take to process?

Returns/exchanges are typically  processed within 5 working days of receipt (excludes weekends).

I have received email confirmation of a refund but no funds are in my account, how long will this take?

Refunds can take 3-5 working days to show in your account, depending on your bank.

Can you confirm when my parcel has been received back at your warehouse?

Sadly, we do not have the facility to confirm receipt of returns, you will receive confirmation once processed however. Please keep hold of your returns receipt provided by the post office so that you can track the return of your parcel.

I want to exchange to a different item/size but am worried the items will go out of stock?

Unfortunately, we are unable to secure stock, your exchange is subject to availability at the time of processing. You will be notified by our customer service team if your items are unavailable.

My parcel has been returned to sender, what happens now?

Your address was entered incorrectly at checkout, please contact us to provide us with your full address. Your order will be resent within 3-5 working days from receipt at our warehouse.

I ordered a bundle deal but want to return part of it, is this possible?

If you return part of a bundle deal, you will be charged full price for any remaining items. For example, if you order a pair of shoes on a 2 for £30 deal, if only one pair are returned, you will be charged full price for the remaining item so your refund will be calculated accordingly.

My return has not been received at your warehouse, what can I do?

Please keep hold of your returns receipt as you will need this to claim for a lost parcel if your return gets lost by Royal Mail.

Payments

What payment methods do you accept?

We accept all major credit and debit cards, Paypal and Klarna.

Is my payment information secure?

Yes. All transactions are encrypted and processed through secure payment gateways to protect your personal information . 

Can I use a discount code after placing an order?

Unfortunately, discount codes cannot usually be applied after an order has been completed.

Products

Are your products authentic?

Yes. We only sell genuine products sourced from authrised suppliers and trusted brands. 

How do I care for my shoes?

Care instructions vary by material. We recommend checking the product details page for specific cleaning and maintenance instructions. 

Discount Codes

Can I use a discount code with a special offer/bundle deal?

Discounts cannot be used in conjunction with any special offers. You will have the option to use a discount code instead, please select the ‘use coupon instead’ option at check out. For further info regarding this, please check out our terms & conditions. 

Klarna

I am not able to checkout using Klarna, why is this?

Any issues whilst checking out with Klarna need to be raised with Klarna directly. By checking out with Klarna, you are entering a credit agreement - the issues at checkout may be arising due to their soft credit check.