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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?
* Not available for remote postcode areas and
** 3 Working Days service for the following postcode areas: AB, BT1 to BT99, DD8 to DD11, IV1 to IV23, IV25 to IV27, IV30 to IV32, IV36, IV52 to IV54, JE1 to JE99, KA27 to KA28, KW1 to KW3, KW5 to KW14, PA20 to PA40, PH19 to PH 26, PH30 to PH41, PH49 to PH50
4 Working Days service for postcode area PA60.
5 Working Days service for the following postcode areas: HS1 to HS8, IV41 to IV51, IV55 to IV56, PA61 to PA75, PA77to PA78.
6 Working Days service for the following postcode areas: PA41 to PA49, PH41(2), PH42 to PH44.
7 Working Days service for the following postcode areas: HS9 to HS99, PA76.
UK working days - Monday to Friday excluding public and bank holidays. Next Day, Express and CollectPlus include Saturday as a working day.
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.
Can I track my order?
All our courier services provide full tracking, including CollectPlus. Full details will be provided in your order confirmation email.
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 berequired 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.
How many CollectPlus collection points are there?
CollectPlus has over 5,500 collection points in local stores throughout the UK and Northern Ireland. These could be your local Co-Op, McColls, Budgens or Spar, as well as many independently owned convenience stores and newsagents and petrol stations. Unfortunately there are no collection points in the Channel Islands or at BFPO locations at the moment.
Where is my nearest CollectPlus collection point?
During checkout, when you select CollectPlus as your delivery method, you will also be able to select your nearest collection point. Alternatively the CollectPlus website offers a postcode or location search.
When are CollectPlus collection points open?
Nearly all CollectPlus stores are open early ‘til late, 7 days a week. The opening times for your local store will be shown as you choose your preferred collection point when placing your order.
How long will it take for my order to arrive at my chosen CollectPlus collection point?
Once you have successfully placed and paid for your order, your item(s) will be processed and shipped to your chosen collection point. You will receive confirmation from CollectPlus via email and or SMS once your parcel is available for collection. This will include your unique collection code. Your item(s) will normally arrive at the collection point within 1 working day of your order being processed. Parcels are delivered to CollectPlus collection points Monday to Saturday. A specific time for arrival cannot be given.
What do I need to take when I collect my CollectPlus parcel?
Please take your CollectPlus collection code and proof of ID with you when you go to the collection point to collect your parcel.
When making a CollectPlus parcel collection, what ID is accepted?
CollectPlus collection points accept the following forms of ID:
Driving licence, Utility bill, Mobile phone bill, Wage slip, Bank statement, Cheque guarantee/credit/debit card, Bank/building society book, Passport or Cheque book.
What should I do if I lose my collection code from CollectPlus?
If you have lost the collection code sent to you by CollectPlus via email or SMS then please contact us to arrange for a new collection code to be issued, as you cannot collect your parcel without it.
What should I do if I don’t receive my collection code from CollectPlus?
If you haven’t received an email or SMS from CollectPlus with your collection code and the parcel’s estimated date of arrival has passed, then please contact us as our Customer Service team will be able to help you.
Can someone else collect my CollectPlus order on my behalf?
Yes, it is possible for someone to collect your parcel on your behalf, but they must have your proof of ID and your collection code.
How long will I have to collect my parcel?
Your parcel will be held at by CollectPlus at their collection point for 10 days before being returned to us. You will receive reminders from CollectPlus after 3 days and 7 days of the parcel arriving at the collection point if you haven’t already collected your parcel. If your parcel is returned to us it will be processed as a return and a refund will be issued. You will still be charged for the CollectPlus delivery cost.
What should I do if I don’t want my CollectPlus order anymore?
If your order has already been processed, then please do not collect the parcel from the CollectPlus collection point. Any uncollected orders will be returned to us after 10 days and a refund will be issued. You will still be charged for the CollectPlus delivery cost. If your order has yet to be dispatched simply contact us to arrange a cancellation. You will then receive a full refund.
Can I return my order?
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 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?
Telephone: 0116 222 3113
Mon - Fri 8am - 6pm and Sun 9am - 4:30pm
How can I find my nearest store?
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:
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.
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.
3 - 4
5 - 6
7 - 8
9 - 10
11 - 12
What does the heel height mean?
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 firstname.lastname@example.org or telephone 0116 2223113.