Frequently Asked Questions
If you have a question, you can probably find the answer below. But, if you need any further assistance then please get in touch via our contact form.
We aim to respond to customer services requests within 1 working day. If you experience any delays please bare with us and we'll get back to you as soon as possible, thank you for your patience.
Can I amend my order?
If you wish to adjust an email address/shipping address or any other contact information that is needed for your order, please email email@example.com
Please include your order number on this email.
However, if your order has already been picked, packed or dispatched, it will not be possible to change or amend it.
We are unable to amend the item colour or size on your order. You would have to request for your order to be cancelled.
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 yet been dispatched by our warehouse, we will be able to cancel the order. If not, please return the parcel upon delivery following the returns instructions accordingly.
When will my order be shipped?
If you're ordering from the UK, your parcel will be delivered within 2-3 working days via Standard delivery.
For Next Day delivery service, please place your order by 2pm the previous working day. For example, if you place order before 2pm on a Friday, you will receive your parcel on the Monday. If you place an order on a Saturday, your parcel will be delivered on the Tuesday.
What is your return’s policy?
• Items must be returned within 30 days
• Items must be unworn, with no signs of wear.
My order is over the 30 days returns timeframe; can I still send this back?
Unfortunately, we are unable to refund or exchange any orders which have fallen outside of the return’s period.
How do I return my order? (Non-UK)
Please follow the link here to complete your return.
Using this link, you will be able to generate a return note (RMA) and choose between:
1. Self-return – you will pay for the return and ship it by a service of your choice
2. pre-paid return – you will be deducted the return cost of the refund value; service is via DHL Express or Economy.
How do I return my order? (UK)
We offer free returns for non-sale items and orders over £50. Your order should include a prepaid label via CollectPlus.
Please re-package your return and fill in the returns form including the reason for your return, this should be placed inside the parcel.
You can stick the prepaid label on the outside of the packaging and take it to your closest drop off location, which you can locate by clicking this link.
UK orders: Do I have to use CollectPlus to return my order?
You can use any courier of your choice to return the order i.e. UPS, Royal Mail etc, however, this will be at your expense.
Do sale items qualify for a free return's label?
Sale items and orders under £50 do not qualify for a free return. You will need to cover the shipping costs to send the order back.
Where is the closest Collect plus drop off location?
You can locate a drop off location near you, by clicking the link here.
Do international orders qualify for a free return?
Unfortunately, we do not offer free returns for international orders yet, you can generate a prepaid returns label here.
How does the prepaid label work?
When you select the prepaid option, the charge is deducted from your return once it has been received and processed.
How long does it take for the return to be processed?
Once your parcel has arrived at our warehouse it can take up to 5 days for your return to be processed, an email confirmation will be sent once it has been actioned.
When will the funds be reflected in my bank account?
Refunds can take up to 10 days to reflect on your account depending on your bank; we do advise you wait the 10 days for this to show up on your account.
I have worn my shoes can I return them?
We are unable to accept shoes that have been worn; returns can only be accepted if the shoes are still in the same condition they were sent in and in their original box and packaging.
I have returned my order, have you received it back?
Please track your return to see if it has been delivered and allow up to 5 days for this to be processed.
What is your returns address?
2-4 Riverside Business Park, Station Road,
Essex, CO6 2ER
Which stores can I find your shoes in?
Please view our stockists list by clicking here.
Are your insoles removeable?
Our insoles are not removable.
Where can I find your size guide?
Our size guide is available on our website, you can find it here.
What is the stack height?
The stack height is approximately 22mm.
The product I want is out of stock. When will it be restocked?
If an item is out of stock, please sign up to our newsletter and you will be notified once the item has returned to stock.