Frequently Asked Questions

What payment methods can I use?

You can pay using the following major credit and debit cards: Mastercard, Visa, Maestro & Visa Electron.  We also accept payment from a Paypal account and One4All Gift Cards.

When will I be charged for my order?

All payment methods will be charged when we accept your order.

How will I receive confirmation of my order?

You will receive an email to confirm your order.

Where do you deliver to?

We currently deliver to United Kingdom (including Northern Ireland & Channel Islands) addresses only.

What are your delivery charges?

DELIVERY TYPE PRICE DELIVERY OPTIONS
STANDARD FREE 2-4 WORKING DAYS.
NOMINATED / NEXT DAY* from £4.99 Order before 5:30pm Monday to Friday for delivery on your chosen day (including next day). Orders placed after 5:30pm on a Friday or on Saturday/Sunday for our next day delivery service will be delivered on the following Tuesday.
SATURDAY* £7.99 Order any day or before 5:30pm on Fridays for guaranteed delivery on the following Saturday.

* Not available for remote postcode areas and Northern Ireland.

UK working days - Monday to Friday excluding public and bank holidays

Can I have my order delivered to another address?

When ordering you can specify an alternative address.

Can I order & collect from a store?

Store collection is available. You can select a delivery option and collect an order from any of our stores nationwide.

How will I know my order is ready for collection in store?

You will receive an email and a text message(if selected) when the order is ready for collection in store.

What happens if I’m out when you deliver?

Our courier will deliver your parcel between the hours of 8am and 6pm, Monday - Saturday. A signature may be required on receipt.

If you are not around to accept your parcel, the courier may leave it with a neighbour, or in a safe place

(i.e. hidden from sight and protected from the rain) if they think it is safe to do so.

A calling card will be posted through your door to let you know this has been done.

If the parcel can’t be left in a safe place or with a neighbour , the courier will take it back to a local depot and leave

you a card telling you how to re-arrange delivery.

How do I know if my items have been despatched?

You will receive an email when your items have been despatched from our warehouse.

Can I return items to a store?

Yes, within 12 months from the date of order, in their original unworn condition with your delivery note as proof of purchase to any of our stores nationwide (excluding stores in the Republic of Ireland). Click here to find your nearest store or here for our returns policy.

Can I track my order?

Tracking is available on certain orders and only if you are a registered customer. The email confirming the despatch of your order will inform you of any tracking facility.

Can I amend my order?

You can add items to your order until you confirm payment details and complete your order.

Once completed we are unable to amend your order.

When do I get my refund?

If you return the item in its original unworn condition to a store you will be refunded the same day.

Returns by post will be refunded when the item is received at Head Office.

You will receive an email when the refund has been processed.

Where is my refund credited?

The card used by you for the original transaction will be credited with your refund.  We will need your original delivery note to process the refund in this way.  Click here for our returns policy.

How can I contact you?

Email: customerservices@shoezone.com

Telephone: 0116 222 3113

Mon - Fri 8am - 6pm and Sun 9am - 4:30pm

How can I find my nearest store?

Click here for your nearest store.

What do the symbols on the label in my footwear mean?

In order to comply with European Regulations all footwear must be labelled with a contents sticker indicating what it is made of. The sticker shows symbols as detailed below:

Leather
Leather
Coated Leather
Coated
Leather
Textile
Textile
Other Materials
Synthetic
Man-made
Upper
Upper
Lining and Sock
Lining &Sock
Outer Sole
Outer Sole

How can I convert my shoe size from UK sizes to European sizes?

Some of our footwear is sized using European sizes.  Use the table below to convert your shoe size from UK to European. Unfortunately there is not a perfect conversion between European and UK sizes. This is because the measurement between the sizes on each chart differs. European sizes have 6mm between each size whereas UK sizes have 8.4mm between each size. The sizes shown on the table below are the European equivalent of the UK size. We always recommend that you order the bigger size for fit.

Adult Sizes Kids Sizes
UK European UK European

3

4

5

6

7

8

9

10

11

12

13

35.5

37

38

39.5

40.5

42

43

44.5

46

47

48

4

5

6

7

8

9

10

11

12

13

1

2

3

4

5

6

20.5

21.5

23

24

25.5

27

28

29

30.5

32

33

34.5

35.5

37

38

39.5

What does the heel height mean?

Adult Heel Height:
Flat up to 5mm
Low up to 40mm
Medium 40-70mm
High over 70mm
Adult heel guide
Childrens Heel Height:
Flat up to 5mm
Low up to 30mm
Medium 30-45mm
High over 45mm
Kids heel guide

What do sizes S/M/L/XL mean?

Some of our styles come in sizes Small, Medium, Large and X- Large.  Use the table below to find your size.

Ladies Sizes Mens Sizes

S

M

L

XL

3 - 4

5 - 6

7 - 8

9 - 10

S

M

L

7 - 8

9 - 10

11 - 12

Do you offer discount for bulk or corporate orders?

If your order will total £250 or more please contact Customer Services for special rates on customerservices@shoezone.com or telephone 0116 2223113.