What do you need help with?
Do I need to have an account to place an order?
You can choose to use our guest checkout to place an order or you can create an account during purchase. The benefits of creating an account are that you can complete your order faster in future, track your orders and update your profile information for future orders.
What do I do if I have forgotten my password/login details?
Located at the top of the home page is an account login button, click this and you will be taken to the account login page. Click on the forgotten your password link and follow the instructions. For further support, please contact Customer Care at firstname.lastname@example.org or give us a ring on +44 (0) 20 7449 4740.
Does registering mean I will start receiving promotional emails?
No, not unless you sign up to our newsletter. If you do sign up to our emails, you'll not regret it. You will be able to keep up to date with all our latest news, offers and general greatness. Should you change your mind we have also made it very easy for you to unsubscribe
Will my details be kept private?
Yes, absolutely! We will never share or trade your details with any other companies.
How do I subscribe to your newsletter?
You can subscribe to our newsletter via a link at the bottom of every page on the website.
What happens after I place my order?
Once your order has been successfully placed, you will receive a succession of 2 emails.
- Confirmation email: Lets you know that your order has been accepted.
- Shipment email: Confirmation that the goods have left our warehouse and a tracking number to use via our courier service website. This will also contain details of how to return your goods if they are not suitable (but hopefully that won't be the case).
if you do not recieve any of the above please contact our Customer Care team for further assistence
Should you not receive any of the above emails, you can log in to your account and you will be able to check the status of any order placed.
If you do not receive communication from us:
- Check your junk folder just in case the email has been filtered there.
- Ensure the correct email address has been provided.
I haven’t received any confirmation or emails from you about my order?
If you haven't received any correspondence from us, we suggest that you first of all check your junk folder. You can also check the status of your order by logging into your account (if you have registered). Failing this, please contact our Customer Care team at email@example.com or give us a ring on 020 7449 4740 for assistance.
I have made a mistake on my order and I need to change/cancel it. What do I do?
Please contact our Customer Care Team, they will do their best to advise you.
My order has been cancelled, why is this?
While we do our very best to fulfil every order, on occasion we may have to cancel an item or order. The reasons of this can vary, but you should get an email from us explaining the reason why. However, if you have any questions, please do not hesitate to give our Customer Care team a ring.
My order has arrived but there is an item missing?
Oooops! If you find an item missing from your order, please contact our Customer Care Team.
I have received the wrong item in my order, what do I do now?
In the event that you receive the wrong item, please fill out the returns info which is situated on the back of the dispatch note you received with your order. Ensure to add the correct ‘reason code’. This form will need to be sent back along with the item(s). You will need to place the returns label that you received with the order on the front of the package. We offer free UK returns. Remember to keep hold of your tracking number!
If you are sending the item(s) back from outside the UK, please ensure to place a proof of postage receipt in the box. You will be fully refunded for any postage as this is our error.
Please note: All returned items will need to be received in a resalable condition - unworn/unused and in its original packaging.
What payment types do you accept?
We accept Paypal, Amazon Pay, Solo and all major credit cards except American Express.
What sizes are shown on your site?
All sizes are shown in EU and UK sizes, unless stated otherwise.
Is there a size guide?
There is a size guide available on every product page.
How do I redeem a discount code?
You can redeem your discount code by entering your code in the discount code box which is situated on the 'my bag'. Remember to click the ‘apply code’ button.
Can I use a gift card online?
We currently do not accept gift cards. Watch this space though as we are looking into it.
What payment methods do you accept?
We accept Paypal, Amazon Pay, Solo and all major credit cards except American Express. We currently trade in GBP (£), EUR (€).
How does Amazon Pay work?
Amazon Pay lets you use information stored in your Amazon account to pay and arrange for delivery from tens of thousands of merchants. Checkout is quick and easy; there is no account to set up, and no fees to pay.
How does Paypal work?
PayPal allows you to create an account and securely link your bank, credit, and debit card details. When you check out online at millions of sites, just look for the PayPal button to use PayPal as your online payment solution. Log into PayPal and speed through checkout securely with just an email and password.
Do you ship internationally?
We are only able to ship to Europe. However, if you are in America or Canada why not check out our friends at ghbass.com
Who delivers your shoes?
We use Hermes within the UK. For orders outside of the UK we use Arames, Bring, BRT spa, Colissimo, DHL, Post NL and Seur. The courier will vary dependent on destination country. Please check the deliveries and returns page for delivery timescales.
How long does delivery take?
Free delivery via Hermes will normally be delivered in 2-5 working days. However, this service may take longer. If you have not received your items within 7 working days, please contact us.
For orders outside the UK, please check our delivery and returns page.
Next day delivery (UK only). This will arrive the next working day, providing your order is placed before 3pm.
What are your delivery charges?
Please see our Deliveries page for more information.
How do I track my order?
Your tracking information will be sent to you in an email once the parcel has been despatched. If you have an account you are able to login and get your tracking information at any time.
What happens if I am not in?
This is dependent on the courier used for your delivery. Please contact our Customer Care team for further information.
Do I need to sign for my delivery?
Our couriers will need to obtain a signature to make the delivery so we advise delivering to an address where someone will be able to sign for it between the hours of 8am-8pm Monday-Friday. If you are unable to sign for the delivery, the courier will notify you.
Can I change the delivery address on my order once it has been placed?
If you realise that you have entered the wrong delivery address then please contact our Customer Care team who will advise as to whether it is possible to change the delivery address. It's all dependant on the status of your order (whether it has been processed or not).
Do you deliver to BPFO or PO Box addresses?
At this time we do delivery any orders to BFPO addresses or PO Box addresses.
Returns & Refunds
What is your returns policy?
All returned items will need to be received with the returns dispatch note completed and in a resalable condition - unworn/unused and in its original packaging within 30 days of purchase. For faulty/damaged goods we offer a 30 day full refund policy, beyond the 30 day period it is up to our Customer Care teams discretion, who will work on a case by case basis.
How do I make a return?
To return or exchange your item(s) for FREE click here to visit our returns portal where you can print an easy to use label. Once you have completed this process please take your parcel to the closest drop off . PLEASE retain a copy of your receipt as we will not be held liable for any lost parcels. At this time we are unable to offer free returns in Switzerland
My shoes are faulty… what do I do now?
If you have found a fault with your shoes, please get in contact with the Customer Care Team via email or phone on +44 (0) 20 7734 1655. They will be able to advise as to what happens next.
I would like to swap the pair I have ordered for a different pair/different size. Is this possible?
You have 30 days to exchange your item. We are only able to exchange for an item that is either the same price or less. You will need to send your item back using the returns portal ensuring to fill out the details of the item you would like to exchange for.
I bought my shoes from a stockist and have found a fault… What do I do now?
If you feel there is a fault with your shoes, please get in contact with the stockist from whom you purchased them. We are unable to accept items back that have been purchased through another retailer.
Do I pay for the cost of return? Do you reimburse delivery charges for returns?
We offer free UK and EU returns when you use the returns portal . At this time we are unable to offer free returns in Switzerland
If you choose to use a courier of your own choice then we will not be able to reimburse the charges you have incurred.
When will I receive my refund?
All refunds are processed on receipt of the item. Once the refund has been actioned, you should see the funds available within 3-5 working days. During busy periods this may take a little longer and some banks may take longer than others. Unfortunately, this is out of our hands.
Can you confirm receipt of my shoes/confirm refund?
You will receive an automated email from us to let you know the goods have been received back at our warehouse.
I sent my shoes back but I haven’t received my refund/credit email?
Firstly we suggest that you check the tracking information to ensure that your item has been signed for and received back at our warehouse. If it has and it has been longer than 3-5 working days, we suggest that you give our Customer Care Team a call. Don’t panic though… we will sort it for you.
I’ve been sent an incorrect item, an odd item or an item is missing
We’re really sorry to hear this. We take a lot of care with all of our orders, but everyone has the occasional bad day... If this happens, please contact our Customer Care Team and they will get this sorted for you as quickly as possible.
How do I find what I am looking for?
If you know what you're looking for, start by selecting the product category links: Men's | Women's. You will be taken to the relevant category page where a selection of ideas, trends and style options will appear in a dropdown. If you know a specific product you are looking for, or simply find yourself spoilt for choice, you can enter a key word or name of the shoe/boot in the search box at the top right of the screen.
I’ve seen a product advertised… how do I find it?
If you know a specific product you are looking for, you can type the code or the name of the product into the search box which is situated at the top right hand side of the home page. If you are still having trouble we have a team of experts ready to help. Why not drop the Customer Care team an email or give them a ring.
I’ve seen a product of yours I really like but I can’t find it online?
Sadly, the product may have sold out, but there are some other reasons why the product may not be showing. Why not give our Customer Care Team a ring and they can look into it for you.
I would like to know if/when a product will be back in stock… can you do this for me?
We have a selection of styles and colours that continue throughout the year but we also have a selection of seasonal styles that may not be available. Your best bet is to get in touch with us just in case - you don’t want to miss out!
Is your Customer Service Team able to tell me where I can find a specific product?
We have an up-to-date stockists page that will give you all of this information. See our stockists.
Can I pre-order an item if it’s not currently in stock?
You can only order items that are currently in stock. We do regularly top up stock so if your size is not available keep checking our site or get in touch with our Customer Care Team. They will be able to give you information on any expected stock replenishments.