Please visit the Terms & conditions page for full information if needed.

ORDERING

How do I place an order?

Place your items in the basket, and proceed to checkout. If you have trouble email us your order.

How do I know you've received my order?

Once you place the order, you will receive a confirmation email.

Can I cancel my order? You can cancel an order within 7 days of placing it. However if the item has been dispatched, you must refuse delivery or return item. We are not obliged to pay for any costs involved in returning any order placed.This is at your own expense.

PAYMENT

How do I pay?

We offer Paypal as our main payment gateway.

If you do not have a paypal account, you can still pay using your credit/debit card.

• You can be invoiced via paypal when items are ready (Choose purchase order at checkout).
• You can transfer funds. HSBC Bank transfer details: 

  Sort Code: 40 25 46

  Account Number: 41460188

Are your payment methods secure?

Yes. Paypal is secure. No one has access to your credit card details during payment processing.

Can I change my delivery address?

No. We can only send to the cardholders address.

RETURNS

We do not offer a free returns service. The costs involved in returning an item is down to you, and these costs are not refunded by us.

My order is faulty/not what I ordered!

Send back to the address below for a full refund or replacement.

How do I return items?

Please request a return by clicking here. We will not accept any returns unless they have been received via this form.

The item must be packaged adequately, and be in the same condition that you received it, with all internal packaging, tags and labels intact. The item must remain unworn, unused and undamaged. *Please note, earrings cannot be returned due to hygeine reasons.* Please re-use outer packaging where possible, to help the environment.

How long have I got to return items?

Notify us straight away that you wish to return an item, and please return it within 14 days of receipt. The sooner you return it, the sooner we can process the refund, or exchange. 

Will I get a full refund?

Returning within 7 days of receipt ensures you receive a full refund. Return by 14 days, and you will receive a full item price refund. Any later, and we will refund you the item price, less 25% to cover our admin and restocking charges.

*In accordance with the distance selling regulations, we will refund your initial postage costs, as long as the order is cancelled/returned within 7 days of receipt. *

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.

When will I receive my refund?

Usually within 7 days, in the same method you made payment.

Can I exchange?

You can exchange for the same item subject to availability. Return the item as above, detailing your requirements. Once we receive your item into stock, we will invoice you for the postage costs, and proceed with the order.

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CONTACT DETAILS Our postal/return address is:

ShoeHQ, 465 Woodbridge Road, Ipswich, Suffolk, IP4 4EP, UK.

If you want to email us please use this address sales@shoehq.co.uk