FAQ's
Please visit the Terms & conditions page for full information if needed.
If you cannot find an answer to your question here, please send an email to sales@shoehq.co.uk
How do I make an order?
Please use our online ordering system. Place your items in the basket, and proceed to checkout.
If you are having trouble, please email us your order.
Multiple items, same style stock levels should be accurate, but feel free to email us first to check size stock levels. We are a small independant retailer, not a wholesaler, and we do not hold more than 6 of the same size in any style.
How do I know you've received my order?
Once we receive your order, you should receive a confirmation email.
Within a few hours, you will be sent a 'processing' email so that you know we are packing your item.
Finally, you will receive a 'dispatch' email. This confirms we have released your item for dispatch.
Can I cancel my order?
It may be possible to cancel a paid for order, however if the item has already been dispatched, you will have to refuse delivery/return item. We are not obliged to pay for any costs involved in returning any order placed; This is at the customers expense.
How do I pay?
We accept a number of payment methods.
- You can pay via funds already in your paypal account.
- Even if you don't hold a paypal account, you can still pay for your order using your credit or debit card.
- We can invoice you through paypal/google checkout after you've ordered.
- Pay directly with Google checkout during the order process.
- You can pay by cheque or postal order. Please make them payable to 'ShoeHQ' and send to: Orders, ShoeHQ, 465 Woodbridge Road, Ipswich, Suffolk, IP4 4EP, UK.
- Pay via bank transfer to our HSBC account.
Sort Code: 40 25 46
Account Number: 41460188
Are the payment methods secure?
Yes. All payment methods we use are secure, and no one has access to your credit cards details during payment processing.
How do I return items?
1. Send an email to sales@shoehq.co.uk putting your order No. and 'RETURN REQUEST' in the subject line, so we know to expect your return.
2. Fill out the returns form that was included in your parcel, and re-pack the footwear unworn, and unmarked with all original packing.
Please re-use the mail bag where possible, by turning it inside out.
3. Take them to the post office, and send back (preferably by recorded delivery), and request proof of posting.
Please send to: Returns, ShoeHQ, 465 Woodbridge Road, Ipswich, Suffolk, IP4 4EP, UK.
My item is faulty/not what I ordered!
Send back to the address above for a full refund, including any return costs incurred.
How long have I got to return items?
You have up to 14 days to return goods.
Will I get a full refund?
The item being returned, must be in the same sellable condition that you received it.
In accordance with the distance selling regulations, we will refund initial postage costs as long as the order is cancelled/returned with 7 days of receipt. Otherwise, only the full item value is refunded.
If you send back after 14 days, you will receive the full item price, less 15% admin and restocking charges.
Please be aware, you will not receive a full refund for any item received back into stock that is soiled, or smells of perfume or smoke, for example.
In all instances, all costs involved in returning an item is the customers responsibility, and is not refunded.
When will I receive my refund?
Your refund will be processed within 48 hours, and will be in the same mehtod that was used when making payment.
Can I exchange?
We can offer an exchange for the same style only, subject to availability.
Fill out the return form that came with your footwear, stating clearly your requirements in the appropriate section. Once your item has been received, we will invoice you for the P&P costs. Once this payment is received, we will send the item.
Can I give an alternative delivery address?
No. At present, we can only send to the cardholders address. |
