Frequently Asked Questions
Where is my order?
Once your order has been dispatched from our distribution centre you will receive an email with your tracking details so you can track your order on its journey to you.
Please note tracking is only available once your order has been dispatched.
Can I make changes to my order?
If you wish to change an email address/shipping address or any other contact information that is needed for your order, please email email@example.com
Can I cancel my order?
If you wish to cancel your order, please contact firstname.lastname@example.org with your order number. If your order has not been processed by our warehouse, we will be able to cancel your order. However, if your order has already been picked, packed and dispatched, it won't be possible to cancel it as it's already on its way to you.
Has my order been successful?
Once you have placed your order you will receive a confirmation email containing your order number and order details. If you have not received your confirmation email, please check the spelling of your email address, and check your junk/spam mailboxes. If you haven't received, your confirmation email, please contact our customer service team at email@example.com and one of our team will look into this for you.
I have received an incorrect or faulty item.
If you have received an incorrect or faulty item, please contact us at firstname.lastname@example.org and remember to include the following so that we can get it sorted for you.
Your order number
Picture of the incorrect or faulty.
When do you dispatch orders?
We process and dispatch orders on working days (Monday-Friday). Orders placed before 2pm on a working day will be dispatched the same day. This means that if you place an order on Friday after 2pm your order will be processed on the following Monday.
What delivery service do you offer?
Working and shipping days are classed as Monday to Friday (not including UK Public or Bank holidays)
Free delivery on UK orders over £70.
All UK orders are shipped with DPD.
All parcels must be signed for as proof of delivery, however if you are unavailable, re-delivery can be arranged through DPD tracking.
Next day delivery cut off 14:00 (GMT).
I didn't receive my delivery invoice?
If you didn’t receive an invoice/order form within your parcel, please contact us at email@example.com and a member of our customer service team will be able to help you.
UK Returns and Exchanges
You may want to return your pair of shoes within 60 days from the date of receipt if they are:
- Are in the original box and packaging.
All items are inspected on return for refunds and exchanges.
How do I make a return?
You can return your order to us for free with DPD returns. Simply drop your parcel at your nearest DPD pick up shop and we will process your return once your item arrives back at our distribution center.
Click here to generate your pre-paid DPD returns and complete your details as required.
Where is my local DPD drop off shop?
Click here to find your nearest DPD drop off location.
Can I make an exchange?
If you need to swap sizes, we would be more than happy to exchange it for you on UK orders. Please fill out the order form, inside your item(s) you wish to exchange with the new sizes needed.
We can only exchange a shoe in sizes, but we cannot change styles. If you would like to change styles, please return your order to us for a refund and place a new order for the new style you would like.
How long will my refund take?
Returns can take up to 5 working days to arrive back at our distribution center. Once we receive your return it can take a further 3-5 working days for it to be processed, at which point you will be notified. If you haven't heard from us after this time, please contact our customer service team at firstname.lastname@example.org and one of our team members will be able to provide you with more information.
If you have a
question, you can probably find the answer in our FAQs below. If you need
any further assistance then please get in touch below.
We aim to respond to customer services requests within 1 working day. If you
experience any delays, please bear with us and we'll get back to you as soon as
possible, thank you for your patience.
Alternatively, you can contact us via email at email@example.com
Or by phone on +44 207 729 2113. Rates and charges may apply.