Commonly Asked Questions

Yes, standard delivery to UK mainland addresses costs £2.99 per order, with an option of taking returns paid for an extra 99p per item. Pricing for other destinations varies. See our delivery costs page for more information

If you forget your password you can request a new one to be emailed to you by clicking on the ‘Forgotten Password’ link on the sign in page. If this fails to resolve your problem, please contact our customer services department.

Some products on our website are listed by more than one supplier, both products will be identical. We try to remove duplicates for simplicity, but inevitably some will remain.

You can pay by a number of different methods, the easiest is to pay by credit or debit card. We accept Visa, MasterCard, Maestro, Solo and Electron. If you do not wish to pay by card, you can pay with UK postal orders, by cheque, pay pal, or directly into our bank account. For more information, please contact customer services.

Unfortunately we do not accept American Express at this time. Please use one of the payment methods listed above.

As a UK company, all our products are listed in pounds sterling (GBP). Your card will be charged the amount in sterling which will be converted back into your local currency by your bank. Click here to use an online currency converter. Your card issuer may be able to help you with more information as to their charges and the cost of the purchase.

No, all purchases are made in GBP. We do not accept any other currency for payment.

For credit / debit card purchases, we will take the money when the items are dispatched. The order amount will be authorized from your card when you place the order, but not physically taken until the goods are shipped.
For other payment types, goods will be dispatched when the payment has cleared.

As we only take payment when the goods are dispatched, if you pay by debit / credit card, you will not need a refund for items that are unavailable. If you pay by postal order or by other means, we will send a cheque for the refund amount.

To cancel or change orders please contact our customer service department as soon as possible with as many details as you have. We will endeavour to cancel your order as requested, this may not always be possible as the item may have already been despatched – in which case you can just send the shoes back to us for a refund.

Most of our orders are despatched via Royal Mail the only time a courier may be used is if an item is despatched direct from a supplier and not our warehouse.

For UK orders, our standard delivery time is 3–5 working days. Items ordered from our comfort collection may take up to 10 working days but will be despatched in 1-2 days from receipt of the order. Orders outside the UK vary.

Depending on the item it may take up to 10 working days for your item to be delivered.

Unfortunately we cannot specify a delivery time for orders due to the different couriers we presently use.

If you are not in when the goods are delivered, the driver will leave a card through your door. If the goods have been sent via courier – eg Parcel Force, you can call them and arrange a re-delivery. For items despatched via Royal Mail, the goods will have been taken to your local post office with instructions to collect them on the card.

We understand it’s not always convenient to have goods delivered to your home address, we can deliver to a work address if the details are verified by our Fraud prevention team. This address can be specified when placing your order on the website.
Unfortunately we can only deliver to a place of work, or the card holders registered address. Orders placed for delivery to other addresses will not be accepted.

Don’t panic – contact our customer services team who will investigate why your order has not been delivered and do their best to resolve any problems for you.

You can return goods to us up to 14 days after receiving them, unworn and in the original box.

Due to our low postage and packaging rate we are not able to offer free returns to our customers, however you have the option of paying the charge at the post office or using our prepaid label at a cost of £2.50 which is deducted from your refund. You can also take out Returns Paid for a further £0.99 per item. Please contact Customer Services for more details.

Unfortunately at the moment the systems in our stores are not set up to process a refund or exchange for orders placed online. However a store could send the shoes back to us on your behalf and we can refund or exchange once they are received in our warehouse

When dealing with exchanges we refund the amount back to the card and then place a new replacement order, this will be done within a few hours of your refund being processed. You will be contacted by telephone or email if we have any problems when placing this order.

You can return the goods to us using our prepaid label, and note on the form that these are being sent for inspection. Once the goods are received we send them to our supplier for them to check for any manufacturing defects. If the goods are deemed not faulty there is a charge of £2.50 for the use of the label, however if the goods are a faulty a full refund will be issued.

It can take up to seven working days for the goods to be returned to us, once we have processed this refund, it will show on your account within three to five working days.