FAQ Topics
Delivery
Delivery options and prices
We currently only offer delivery within the British Isles. We use Royal mail for standard deliveries and we use DPD to deliver your items as fast as 1 working day. You can see more about delivery charges and locations on our delivery page. We currently offer FREE UK mainland delivery when you spend over £75!
When is the cut off time for next day delivery?
Orders placed before 2pm will arrive the next working day (Monday-Friday) day if ‘Tracked UK Delivery – 1 working day(s)’ is selected at checkout.
What happens if I'm not in when my order arrives?
If you know in advance that you are not going to be available to accept your delivery then you can use your tracking number, search it on the courier website, and they will give you a selection of delivery options you can choose from. These options will only become available on the morning of delivery and can only be selected by the person who placed the order.
If you have selected our DPD delivery option then your order will require a signature at the point of delivery. If you are not available to sign for your parcel then they will take the parcel away and attempt delivery again the next day. If the delivery is unsuccessful again then they will return the parcel back to us.
If you have selected Royal mail delivery then they will leave you with a missed delivery card with instructions of where they have left the parcel, if they have left it in a safe place or with a neighbour, or where you can collect the parcel from.
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Can I choose a specific time or day for my delivery?
If you select our DPD delivery option then your order will always arrive the next working day if placed before 2pm, however you will not be able to select a specific time of delivery.
You will not be able to select a specific time or day of delivery if you select the Royal Mail delivery option, it will arrive during the delivery period stated when you placed your order.
Can I track my order?
Yes, all delivery options will provide you with tracking. Once your order has been dispatched you will receive an email confirming your dispatch which will contain your tracking number.
If you have not received this email please send us your order ID and post code via the website’s live chat feature or fill in and submit our contact form and we will send it over to you.
My tracking says my order has been delivered but I haven’t received it.
All delivery services we use will supply a photo of the parcel delivery and the confirmed GPS location of the delivery. If you are having trouble locating your delivered parcel it could be due to it being left with a neighbour or in a safe place, which would be stated when you search your order’s tracking details. If you still cannot locate your parcel then you can contact us via live chat or fill in and submit our contact form and we will be able to supply you with a non receipt of goods disclaimer form to sign, once you complete the form we will resend the order for you.
I live in the Channel Islands, will the VAT be removed from my order?
Orders going to the Channel Islands are treated as zero-rated exports. However, the total amount that you pay for your order will not change. We take into account the costs of doing business across all of the markets we operate in, and price our products based on a variety of commercial market factors. This means our customers experience a single sales price around the world, regardless of where they shop with us, albeit subject to minor price differences due to exchange rates.
Why has my order been returned to London Shoe Co?
If your order has been returned back to us it is likely to be due to one of the following reasons:
- The parcel was refused.
- The courier was unable to access the address after several attempts.
- The delivery address was incomplete.
- The parcel was damaged in transit.
- The order was not collected from the pick-up point within 10 days of it being delivered.
We are unable to resend orders that have arrived back to us due to these reasons so your order will be refunded, please allow up to 10 working days for the order to be delivered back to us and 2-3 working days for your refund to go through.
If you still require the items then we recommend placing a new order to a delivery address that is accessible and with an occupant who will be available to accept the delivery. Alternatively, you can always select for your parcel to be left in a safe place through the courier.
Returns
What is your returns policy?
You have the right to return an item to us for a refund or exchange within 30 days of the date you received the goods.
Inside your parcel you will find your VAT invoice, on the reverse of this is our returns instructions and a returns form. You will need to complete this form and return it with your order.
Please return your items to the following address: London Shoe Co Unit 2 Festival Way Industrial Estate, Festival Way, Basildon, SS14 3WQ
We can only accept returns on items that are in their original condition with original tags and in their original packaging.
Consumers in the UK have up to 30 days to return faulty/damaged goods providing the fault was in existence on delivery. Please contact us in advance before returning damaged or incorrectly sized items as we may be able to refund/replace without the need of returning the item.
How long does it take to process a refund?
Once we have received your returned item/s a refund will be issued the same day. This can take 2-3 days to reach your account.
How long does it take to process an exchange?
Once we have received your return your exchange will be processed within 24-48 hours. The replacement item is then shipped using Royal Mail first class delivery and should arrive within 2-3 days.
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I ordered London Shoe Co products on eBay/Amazon/Groupon can I return them here?
No, if you wish to return products purchased via another platform you will need to follow the returns instructions provided on those platforms. And if needed contact the seller via that platform.
Do you offer free returns?
We do not offer free returns. If you wish to return an item to us you can do so via any courier or postal service of your choice at your own cost.
Can I get a new returns form?
Yes, if you get in contact with us via live chat or fill in and submit our contact form then we will get you a copy of our returns form sent straight over for you to print.
What happens if I forget to include my returns form?
Your returns form is extremely important when returning an item as this is how we identify which returned parcel belongs to which order. If you forget to include your returns form then you will need to wait until the tracking of your returned order shows that it has been delivered to us and then contact us via live chat or fill in and submit our contact form supplying us with your order details and the tracking number of your return. Once we receive this we will be able to process a refund, we cannot offer an exchange on an order that has been returned without a returns form.
Can I return more than 1 order in the same parcel?
Yes, you are welcome to return multiple orders within the same parcel. Please ensure to include the returns forms for all orders so we are easily able to locate each order when processing your returns. If you require further assistance please contact us via live chat or our contact form.
Do you refund delivery charges if I return something?
We are currently unable to support a pre-paid returns service and do not reimburse returns delivery charges.
Your Order
Where is my order?
If your order is yet to arrive this could be down to a number of reasons. Please search the tracking number you were provided in your dispatch email on the relevant courier’s website.
This will show you where along its journey your parcel is. If your parcel has not arrived within the delivery time stated when you placed your order then please contact us via live chat or fill in and submit our contact form and we will be able to help.
My order isn't going through.
If your order isn’t going through we recommend first trying to refresh the page. If the issue persists, you can use PayPal to checkout. You will be able to select the guest option on the paypal website and use your credit/debit card, so you do not need a PayPal account to do this.
My items have arrived damaged.
If your order has arrived damaged, send us your order ID alongside images of the defective item to our team. You can do this via live chat or you can attach the images to our contact form. Once we have the images we will look into this and issue you with a refund or replacement.
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How do I cancel an order?
If you would like to cancel an order please send us your order ID via the website’s live chat feature or fill in and submit our contact form.
We have a very quick turnaround here so we cannot guarantee that cancellation will be possible as your order may have already been processed. If you have already received your confirmation of dispatch email then we will not be able to cancel or change your order.
If this is the case you are welcome to refuse the items on delivery or send them back to us for a refund.
I have entered my order details wrong, can I change it?
Once an order has been placed we are unable to edit any details.
Where's my order confirmation?
If you are yet to receive a confirmation email, we would suggest to wait at least 10 minutes after you have placed your order and check both your inbox and spam folder. If it still doesn’t arrive it could be that your email address was entered incorrectly.
We would recommend you to get in contact with us via the website’s live chat feature or fill in and submit our contact form. Please include information such as your name, email address, postcode and date/time of your order.
There is an error with my order, what do I do?
If you receive an item incorrectly or an item with a fault please send over a photo of the item you received via our live chat or fill in and submit our contact form. Once we have received this we will be able to send you out a replacement item.
Can I have items sent to someone as a gift?
This is not something we are currently able to offer. We send out all orders with VAT invoices.
How do I place an order?
Visit the product page of the item you would like to purchase. Select from all of the product option drop-down menus on the right hand side of the page, fill in the quantity you require, then press the add to basket button.
Once you have added your desired items to your basket, click here to navigate to the checkout: londonshoeco.co.uk/checkout/
Can I place an order over the phone?
Unfortunately, we do not currently have the facility to take payment over the phone. The best way to purchase from us is to use the website.
If you wish to place an order in bulk and do not have access to a card. Please contact us via email [email protected], ensure you include the item code, colour, size and qty.
Payments & Invoicing
How do I apply a discount code?
You can apply a discount code at the cart stage. The area is located to the left of the totals section or below on a mobile.
What payment types do you accept?
We have a few different ways you can pay:
- Credit/Debit card
- Paypal
If you pay via Credit/Debit Card, your payments will be processed by Braintree.
When paying with PayPal you can log into your account or you can choose to make a payment as a guest, in doing this you will still be able to utilise their protection scheme without holding an account.
How do I pay?
Once you have added all items you wish to purchase into your basket, click here to navigate to the checkout: londonshoeco.co.uk/checkout/
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Can I download my invoice?
Send us your order ID via the website’s live chat feature or fill in and submit our contact form and we will get your invoice emailed over to you.
Do you accept pro forma invoices?
No, all orders must be paid in advance before the order is processed and sent.
Alternatively, if you wish to place an order in bulk and do not have access to a card. Please contact us via live chat or fill in and submit our contact form. You will need to ensure you include the item code, colour, size and qty. We will then give you instructions on how to pay via Bank Transfer.
Can I pay via BACS?
Yes, if you wish to place an order in bulk and do not have access to a card. Please contact us via live chat or fill in and submit our contact form. You will need to ensure you include the item code, colour, size and qty.
Can I buy a London Shoe Co gift voucher?
We don’t currently sell London Shoe Co gift vouchers.
Can I get a refund if the price has changed since I placed my order?
As an online business our prices change in response to trends, stock and demand from customers. In this case we will not refund the difference.
Can I use more than 1 discount code on my order?
You will not be able to use more than 1 discount code per order.
Products & Sizing
How can I find the size charts?
We have size charts available on each listing of each product. Alternatively; you will be able to find the size charts on the page listed below.
Will you be getting more stock?
We are constantly getting more stock in. Depending on the product, we are usually able to supply an approx. date of when the item is going to be back in stock. If you contact us via live chat or fill in and submit our contact form we should be able to give you a date
Do you offer a wholesale discount for bulk buying?
This would depend on the quantities and items that you purchase. If you fill in and submit our contact form with your order details we can let you know if a discount is available to you.
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Why have I received an email regarding an out of stock item on my order?
We’re very sorry if you have received an email regarding one or more items that are out of stock. This means that we thought we had the item in stock but the system can take a couple of minutes to update stock and you unfortunately created your order within that time. If you would like to know when we will be getting the item back in stock.
The product I want is out of stock / The size or colour I need is not showing in the product page.
If the size or colour of the product that you would like to purchase does not show on the product page this usually means that the product is out of stock.
Depending on the product, we are usually able to supply an approx. date of when the item is going to be back in stock. If you contact us via live chat or fill in and submit our contact form we should be able to give you a date.
My Account
I'm having trouble signing into my account.
When you are signing in please make sure to use the same email address and password you set the account up with. If you cannot remember your password then you can select “forgot password” and we will send over a reset password email, which will allow you to create a new password.
If your issue isn’t login details related then you might want to check that the ‘Block all cookies’ function is disabled in your web browser. Also, please make sure you do not have any content blockers installed.
After you have checked all the options above and you are still having trouble then please contact us via live chat or fill in and submit our contact form and we can help you.
I forgot my password, can I reset it?
Yes. On the login page you will see a “Forgot Your Password?” option. You will just need to select that, input your email on the following page and submit. You will then receive an email which will allow you to reset your password, please note the email can take up to 10 minutes to reach you. Once you have reset your password you will be able to log in as normal.
I have not received a 'Forgot password" email.
If you have made an attempt to reset or recover your password but have not received a ‘Forgot password’ email, this will likely mean that you do not currently have an active account with us.
Please note, if you chose ‘checkout as a guest’ when placing your previous order, this will not have automatically created a customer account. Details of orders placed by guests are not accessible online and therefore cannot be reaccessed.
If you are looking for an update on order please contact us via the live chat or our contact form.
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How can I make changes to my account details?
To make changes to your account use the login/register button found at the top of the page. Once you are signed in you will find an ‘account’ option where you can access your account details, from here you will be able to make changes to your name, username, addresses and email address as well as view your previous orders.
Do I need to create an account to shop with you?
No, you do not need to create an account, we do offer a checkout as guest option. However, it is easier to keep up to date with your order and to place future orders if you do create an account with us.
Can I unsubscribe from emails?
Yes. When you receive an email from us you will find the option to unsubscribe at the bottom of the page, you simply need to follow the link supplied. You can also contact us via live chat or fill in and submit our contact form and we will be able to do this for you.
Popular FAQS
Need to get in touch?
How do I return an item?
You have the right to return an item to us for a refund or exchange within 30 days of the date you received the goods.
Inside your parcel you will find your VAT invoice, on the reverse of this is our returns instructions and a returns form. You will need to complete this form and return it with your order.
Please return your items to the following address: London Shoe Co Unit 2 Festival Way Industrial Estate, Festival Way, Basildon, SS14 3WQ
We can only accept returns on items that are in their original condition with original tags and in their original packaging.
Consumers in the UK have up to 30 days to return faulty/damaged goods providing the fault was in existence on delivery. Please contact us in advance before returning damaged or incorrectly sized items as we may be able to refund/replace without the need of returning the item.
Have you received my returned items?
If you have returned your order for a refund then once we receive it back you will receive an email confirming your refund has been issued. If you have returned your order for an exchange then once we have processed it you will receive an email confirming the exchange has been processed, and a follow up email letting you know once it has been shipped. If you have not had an email confirming either event this will likely mean that we have not received your order back to us. If this is the case then please supply us with the tracking number of your return by contacting us via live chat or fill in and submit our contact form. Once we have received this we will be able to assist you.
Where is my order?
If your order is yet to arrive this could be down to a number of reasons. Please search the tracking number you were provided in your dispatch email on the relevant courier’s website.
This will show you where along its journey your parcel is. If your parcel has not arrived within the delivery time stated when you placed your order then please contact us via live chat or fill in and submit our contact form and we will be able to help.
Can I get a new returns form?
Yes, if you get in contact with us via live chat or fill in and submit our contact form then we will get you a copy of our returns form sent straight over for you to print.
