FAQs

How do I order correctly?

As soon as you have decided on an article and selected your size you can add it to your shopping cart using the "Add to shopping cart" button. The shopping cart symbol in the top right hand corner of the screen takes you to the overview of your shopping cart. If you have a voucher code you can enter it there.

Use the "Checkout" button to start your order process. You now have the option of logging in with an existing customer account or ordering as a new customer. When ordering as a new customer you can create a new customer account by entering your details or place the order as a guest. In all three cases please fill out the marked mandatory fields and then confirm them with the "Next" button. In the next step you will be asked to choose the payment method and the shipping method.

Clicking the "Next" button then takes you to the order overview. Here you can once again, if necessary, specify a different delivery address and change the payment and/or shipping method. After you have read the terms and conditions and the cancellation policy you can place your order by clicking the "Complete Payment” button. You can cancel the order process at any time using the "Back to shop" button.

Can I place a phone order?

Unfortunately we do not have the option to take orders over the phone.

How will I receive my invoice?

You will receive your invoice via email as soon as your order has been processed in our warehouse.

What happens to my data?

You can find comprehensive information about data protection in our data protection policy.

Are you looking for a specific shoe?

Are you looking for a shoe from a brand that you cannot find in our online shop? Please give us a call or send us an email. With a little luck we might have your dream shoe in stock or it will be available again soon. We are happy if we can be of assistance in any way.

How long will it take for my package to be shipped?

The delivery time within EU and (non-) European countries for items in stock is 3-5 days.

Can I track my order?

Yes, you can track your order via DHL. As soon as your order has left our warehouse we will send you an email with the DHL tracking number with which you can track the whereabouts of your shipment.

How much are the shipping costs?

Here you will find all information about our shipping costs.

How can I return an item?

Please note that you may use the delivered goods for test purposes in the same way you would when trying them on in a shop. In case of additional use we reserve the right to claim an adequate compensation for lost value.

Within 14 days of receipt you can return the delivered goods.

Please contact our service team by email at info@shoebrandstore.co.uk if you want to return articles from the UK or any other country.

If you live in the EU or UK we will send you a prepaid postage return label via email which you only need to print and stick on the parcel. Please bring the package to a post office. It will be sent to us free of charge. The return address is also given on this address label.

If you return a shoe from outside the EU please note that you have to attach a copy of the invoice and the CN23 customs form to the outside of the parcel which clearly indicates that it is a return parcel.

If the order was delivered to a country outside the EU (except the UK) we kindly ask you to send the shoes back at your own cost.

How long will it take to receive a refund for my return?

Refunds are usually made on the same day that we receive your return.

You can find all possible payment methods under the following link: Payment methods