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FAQ's

I have forgotten my password for my account?

Don’t worry you can reset your password by following the link on the login page.

When will I receive my confirmation email?

Your confirmation email will be sent to you within 24 hours of placing your order. Please check your junk folder too as emails can sometimes end up here.

How do I redeem my promotional code?

You can redeem you promotion code at the checkout when placing your order and then click the apply button. You can only use one discount code per order. Please see our Terms and Conditions page for further information about discount policies.

My promotional code isn’t working.

You need to enter the code exactly as it was given to you, without any spaces taking note of the casing of the letters. Type or copy and paste the code into the ‘Discount Code' box (you'll find it on the 'Checkout’ section, beneath the items in your order).

Once you've entered the code, click on ‘Use Code’ and it will apply to your order. You'll be able to check this underneath the items as the discount value will have been removed and the price amended. You must enter the discount/promo code when you are checking out as it can't be applied later after the order has been confirmed.

If you find that your discount code isn’t working then please check the below:

  • You can only one discount per order. This applies to our free delivery codes too.
  • As our discounts vary so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiry date. Details of the discount code’s conditions should visible in the email for which your received it. 

If your discount code is still not working after checking all of the above, then please call us on 0330 111 5454.

Can I make changes to my order once it is placed?

We will make every effort to make the changes you may request but it may not be possible dependent on where the order is up to in our process. If you need to make amendments please contact one of the Shoefish team straight away on 0330 111 5454.

Where is my order?

If your parcel has been sent by a tracked service you should be able to track it with the chosen courier using the reference provided in our dispatch email – if it hasn't appeared yet, please check your junk/spam folder. Please note; tracking numbers will activate the evening of the day that the order has been dispatched.

What payment methods do Shoefish accept?

We accept payments from all major credit/debit cards and Paypal. We also use Amazon Payments on our website for customers paying in GBP. You can also choose to Pay After Delivery with Klarna. All payments made to Shoefish will be subject to security checks. Unfortunately, we cannot accept payments by American Express.

How long will it take for me to receive my order?

We aim to despatch all orders within 24 hours. You will receive an email once your order has been despatched. Delivery times vary based on the delivery method/country. Delivery estimates are indicated at the checkout page. You can log into your account at any time to view the status of your order. Please note that during busy times there may be a short delay in processing your order.

Can I place my order over the phone?

If you would prefer to place your order over the phone please call one of the Shoefish team on 0330 111 5454.

What if my size is not available?

If your size is not available we will try our best to obtain more stock for you. Please call us on 0330 111 5454 or email us at hello@shoefish.co.uk with the details of the shoes you would like. You can also request for a notification to be sent to you by email when your item is back in stock. You can do this by selecting your size on the product page and clicking on the ‘Email me when back in stock’ button. Please note you will not be added to our mailing list by doing this.

How our size guide works?

Our shoes are shown in in UK sizes unless stated otherwise stated otherwise. All sizes and measurements are approximate and sizing can vary between the different brands we stock. We have brand specific size quides which you can see when selecting the 'Size Guide' on any product page. If you do find that your shoes don’t fit please feel free to take advantage of our free UK returns service (on orders over £30). A sizing guide can be found here.

Is my personal information kept private?

Shoefish believes in honourable conduct, we will never share any of your personal and confidential details with any other companies. We use the latest software to keep your payments to us safe and do not store your card details on our system. For this reason we are unable to process payments for you at a later date if your order was incomplete. Please be aware that, if you choose the Pay After Delivery option, you will be required to make the payment via the Klarna website.

What currencies can I use to place an order with Shoefish?

You can view prices on our website using various currencies. If you choose a currency from the list in the top right corner of the page, all our prices will be displayed in that currency.

When you come to pay for your order, you’ll be charged in the currency you have selected. The final amount you will be charged will be in GBP and determined by the exchange rate that your bank use to convert the payment.

Do the prices include VAT if I live outside the EU?

VAT of 20% will deducted for customers outside the EU.

How can I sign up for your newsletter?

It’s simple. Scroll to the bottom of the page and enter your email address in the box provided to be the first to hear about the latest styles, Shoefish news and exciting promotions.

How can I find you on social media?

We like to be social, click on the icons below to follow us.

If you have any further questions please feel free to call us or send us an email. Why not get sociable and drop us a tweet to @Shoefishuk

 

FAQ's