Below we have compiled answers to some of your most frequently asked. If you can't find the answer you're looking for, please do contact on +44 (0) 203 868 6107 our firstname.lastname@example.org for further assistance.
When do I have to log in?
You only have to log in if you want to access your account information. You can, however, place an order without logging in.
What is my username?
Your username is your email address.
What happens if I forget my password?
Don't worry if you forget your password, you can still access your details! Just go to the 'Forgot Password' page and enter the email address you supplied at registration – you'll then receive an email containing a new password. For security reasons we recommend you re-set your password once you have logged in.
How do I place an order?
Placing an order on our website is easy. Once you have found the item you'd like, choose the correct size from the options available and click 'add to shopping bag' – your item will then be added to your shopping bag. You can find your shopping bag at the top right on the page. Once you have finished shopping, just click on 'view shopping bag' to checkout. Checkout is where you pay – payment details are taken on a secure part of our website.
What is Pre-Order?
Our core products are being sold quickly, therefore we have recently opened the option to pre-order and secure some of the most popular models in advance. The payment will be withdrawn from your card on the case of purchase. Afterwards, we will send order tracking number on the estimated delivery date. You have an option to cancel your order and your money will be refunded.
Can I place my order over the phone with the Customer Care Team?
Yes, please call us on +44 (0) 203 868 6107 and our Customer Care Team will be happy to help. The Customer Care Team is available between 9am and 5.30pm GMT, Monday to Friday.
How can I pay for my order?
We accept Visa, Visa Electron, Visa Debit, Delta, MasterCard and American Express.
What happens if an item(s) is found to be out of stock after my order has been placed?
All orders are dispatched as a single delivery so if an item is missing from your order then unfortunately it means it is not available in our warehouse. You will only be charged for items that are dispatched. If your order is for a single item, then you will not be charged for the item or the delivery. We aim to contact you as soon as possible to let you know that your order has experienced a shortage.
Can I use promotional vouchers advertised in publications online?
Yes. Enter the code into the 'promotional code' box on your basket page. The value of the promotion will automatically be deducted from your shopping bag sub-total. Promotions are not available in conjunction with any other offers. Promotions are often not available on sale items, so please check the terms and conditions supplied with the discount.
How do I know my order has been submitted successfully?
You will receive a confirmation email detailing items purchased and total amount spent. If for any reason you do not receive an email, check your junk folder to make sure it isn't there before calling us or +44 (0) 203 868 6107 if necessary.
How do I add to my order once I have submitted it?
Unfortunately we are unable to add items to an order once it has been placed.
What is the Card Verification Value (CVV)?
The CVV is a 3 or 4 digit number embossed or imprinted on the signature panel on the back of Visa and MasterCard cards and on the front of American Express cards. This code is used to validate your purchase and as an extra security measure to ensure that you have access and/or physical possession of the credit card itself. Your order cannot be fully processed without a valid Security Code. Once your order has been processed, your Security Code will not be held on file.
Am I charged for the items as soon as I order them?
No, you will not be charged until the goods have been dispatched from our warehouse.
How do I work out what size I am?
Please browse our size guide for more information on the fit of our shoes. If you need further information, please call us on +44 (0) 203 868 6107
Do I have to pay for delivery?
Delivery costs are detailed on our Shipping page.
How long will I have to wait for my order to arrive?
This depends on the delivery service you have selected and where you are based; you can find details of delivery times on our shipping page.
Can I order from overseas?
Yes we ship worldwide with DHL.
Can I send my order to a different address?
Yes, simply enter an alternative shipping address at checkout.
What do I do if my order hasn't been delivered after the specified time? Late deliveries could be due to a number of reasons. The first step is to check the tracking code you received on your shipping notification email. If your item has left our warehouse and you feel it's severely overdue, please call us on + +44 (0) 203 868 6107. You will need to quote your order reference number so please make sure you have this to hand. Our Customer Care Team is available Monday - Friday, 9am-5.30pm GMT. Alternatively, you can email us at email@example.com, including your order number in the subject line of the email.
What if I am out when the courier tries to deliver my order?
Our couriers will leave a card at your delivery address with instructions for how to request a second delivery. Your parcel will be held at the depot for 5 days. If you do not contact the courier within this time, your parcel will be automatically returned to our warehouse and you will be refunded.
What is your returns policy?
We offer a 14-day returns policy; if you are not completely satisfied with your goods simply return them to us within this time for a full refund. Please visit our Returns & Exchanges page for further information.
How do I return an item I have purchased?
For details of how to return your item(s) please see our Returns page.
How long will it take for a return to show on my account?
Please allow up to 4 days for your debit/credit card to be credited.
Did we miss anything? Then please call us, we are here to help +44 (0) 203 868 6107