Frequently Asked Questions

HOW DO I FIND MY SIZE?
A Size Chart is available on all product pages to help you choose the correct size when ordering online. To view the Size Guide, click the ‘Size Guide’ button below the size options for a given shoe. The Size Guide will pop up with information on size conversions and how to measure your foot correctly at home.

Please note that the size chart is intended as a guide since manufacturer sizing can vary slightly across brands. Our site stocks a wide range of international brands using UK, US-equivalent, and EU sizing. Because of this, sizes listed are approximate and may differ depending on brand.

If you need help choosing the right size, our Customer Care team are trained fitting specialists and can recommend the correct size and style for your foot.

HOW DO I APPLY A PROMOTIONAL CODE?
If you have a promotional code, go to your ‘Cart’ and enter the code in the field labelled ‘Promo Code’. Then click ‘Apply’ to see the discount reflected in your order total. Once an order is processed, promotional codes cannot be applied retrospectively.

WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept major payment options including Visa, Mastercard, American Express, PayPal, and other regionally available methods.

DO YOU SHIP INTERNATIONALLY?
Yes, we ship internationally. To check delivery pricing and times, please refer to our Delivery & Dispatch page. Express shipping outside domestic region may not be available.

THE SHOES I WANT ARE NOT AVAILABLE IN MY SIZE — WHAT SHOULD I DO?
Online stock shows the inventory across both warehouse and retail locations. If an item is out of stock online, it is typically also unavailable in stores. Occasionally, brands may deliver additional stock during the season, but restocking isn’t guaranteed for certain brands.

WHAT IS THE DIFFERENCE BETWEEN GUEST AND REGISTERED ACCOUNTS?
Registered customers are members of our Rewards Club and receive benefits such as discounts on full-price purchases and early access to promotions and new arrivals. Guests can still shop without registering but won’t be eligible for those perks.

I AM HAVING ISSUES LOGGING INTO MY ACCOUNT, WHAT SHOULD I DO?
To log in, use the ‘Sign In/Create Account’ link on the website, and enter your email address and password. If you have forgotten your password, use the ‘Forgot Password’ link and follow the prompts. If problems persist, contact customer support.

HOW LONG WILL IT TAKE TO DISPATCH MY ORDER?
We aim for next-day dispatch for all orders under normal conditions. During sale periods or high-demand times, dispatch may take up to 2–3 business days.

HOW LONG WILL IT TAKE FOR MY SHOES TO ARRIVE?
Orders are shipped from our main distribution centre. Delivery times vary depending on the destination region. Public holidays and promotional periods may cause delays in both dispatch and delivery.

HOW DO I TRACK MY ORDER?
Once your order is dispatched, you will receive a confirmation email with a tracking number. You may track your parcel via the postal carrier’s website. Be aware that tracking numbers can take up to 24 hours to become active. If you do not receive a tracking number or are having trouble tracking your parcel, reach out to customer support.

I WANT TO RETURN A PRODUCT I ORDERED ONLINE — WHAT ARE MY OPTIONS?
If you wish to return an item purchased online, refer to the Returns page for instructions. Returns must be made within the specified return period and adhere to our return policy.

MY PURCHASE IS FAULTY — WHAT SHOULD I DO?
We take quality seriously; all items go through quality control. If your purchase has a defect and is within the warranty period, you can return the item for assessment. Depending on the condition, repairs may be offered. Returned items must be assessed before refunds or exchanges are approved.

WHAT IS THE WARRANTY ON PRODUCTS?
All purchases include a warranty period during which manufacturing faults may be covered. Outside of this period, repairs may still be arranged at your expense.

REFUNDS, EXCHANGES, & CHANGES OF MIND
For in-store purchases, no refunds are issued for change of mind. However, unworn items in original condition may be eligible for exchange or store credit. For online purchases, refunds, exchanges, or credits are available for items returned within the stated return window.