FAQs
PLACING AN ORDER
How do I place an order?
It’s easy to place an order on our website. Once you’ve chosen the item you’d like to order, select the size you want and click ‘Add to Cart’. Your item will then be added to your shopping bag, which you can find by clicking on the bag icon in the top right hand corner of your screen. When you have finished shopping simply click on this icon, and then on ‘Checkout’ you will be taken to the secure payment section of the website.
Can I place an order over the phone?
Unfortunately we're unable to take orders over the phone, but if you need any assistance simply drop us an email via our contact page and we'll be happy to help you.
Can I cancel or amend my order?
Unfortunately we are unable to amend an order once it has been placed. You can however return the items as per our Returns Policy.
PAYMENT & ACCOUNT
How can I pay for my order?
You can pay for your order with Visa, Visa Electron, Visa Debit, Delta, MasterCard, Solo, American Express, Paypal, Amazon Pay, Google Pay or Apple Pay.
DELIVERY INFORMATION
Do you offer free delivery?
We offer free standard delivery over £50- simply select 'Free Shipping' as the shipping method at the checkout.
How much does delivery cost?
For orders under £50 standard delivery is £3.95.
Do you ship worldwide?
Unfortunately at the moment we only ship to the UK.
How can I track my order?
Once your order has been dispatched you will receive an email from the courier, which will contain a tracking number and instructions on how to track your parcel. It’s always quicker to track your order directly with the courier, but if you need any help do get in touch.
RETURNS INFORMATION
Can I return my shoes if they’re not right or I change my mind?
Yes. If you receive your items and they’re not quite right don’t worry- we are happy to offer a refund within 30 days of the date you received them.
All items must be returned to us in perfect condition, including all original packaging. We recommend you try on shoes on a carpeted surface until you are sure you are keeping them- wooden and laminated surfaces can damage them.
How do I return my order?
Please package your items securely and return them to:
Shoe Street Returns
Unit 2 Church View
Dragon Lane
Newbold Verdon
Leicester LE9 9NG
The cost of return postage and loss of any items returned to us is your responsibility and we therefore recommend that you use a delivery service that insures you for the full value of the goods. We can only accept responsibility for them once they are received by our warehouse.
Do you offer free returns?
In order to keep the price of our shoes down unfortunately we don’t offer free returns.
How do I know if you’ve received my return?
You will receive an email from us as soon as we have received your return, when we will also action your refund.
How long does it take to receive a refund?
Your refund will be issued as soon as we receive the returned goods, however please allow up to 14 days for the funds to credit your account as different banks do vary.
SIZING INFORMATION
Do you have a size chart?
Yes- see below for a size conversion chart, which also has approximate length measurements by size:
|
EU |
UK |
USA |
Approximate length measurement |
|
35 |
2 |
4 |
23cm |
|
36 |
3 |
5 |
24cm |
|
37 |
4 |
6 |
25cm |
|
38 |
5 |
7 |
26cm |
|
39 |
6 |
8 |
27cm |
|
40 |
7 |
9 |
27.5cm |
|
41 |
7.5 |
9.5 |
28cm |
|
42 |
8 |
10 |
28.5cm |
|
43 |
9 |
11 |
29cm |
How do I select the correct size?
Generally speaking our shoes fit true to size so we recommend ordering your usual size. Unfortunately we don’t offer half sizes- if you are in between sizes we usually advise ordering the smaller of the two. If you have a wider foot however and are ordering a closed toe style, you may find the larger size a better fit.
How do I convert European sizing to US sizing?
Most of our shoes have European sizing. There is a sizing information tab on each product page which shows you how to convert European sizes into US sizes. Feedback from our US customers tells us that if you are in between sizes it’s best to order the smaller of the two. For example if you usually take a US 7.5 we recommend ordering an EU 38, rather than the 39.
How do I convert European sizing to UK sizing?
Most of our shoes have European sizing. There is a sizing information tab on each product page which shows you how to convert European sizes into UK sizes.
How do I measure my foot?
The approximate length measurements we provide are taken using a flexible tape measure, following the inside of the shoe from the centre point at the heel down to the very tip at the front of the shoe. They do allow a little extra space for the end of the shoe so will be slightly longer than your actual foot. If you have a pair of shoes that fit you well it’s a good idea to measure these in the same way and compare them against the sizing chart.
What if my shoes don’t fit?
Don’t worry- we offer a 30 day return period so you have plenty of time to try your shoes on and make sure you’re happy with the fit. It’s a good idea to try them on a different times of day as your feet swell slightly during the day, so shoes may feel slightly tighter in the evening.
PRODUCT INFORMATION
How do you measure heel heights?
We measure the height of the heel straight up the back, from the floor to where the heel meets the shoe. This is how much height the shoes will add to your actual height when worn. Not all companies measure heel height in the same way, so be aware of that when comparing shoes.
What is the plastic on the bottom of my shoes?
Some of our shoes come with a plastic film on the bottom, to protect the soles. Once you are 100% happy with your shoes, simply peel this plastic off by holding the tab and pulling from heel to toe. The plastic may split as you peel it, don’t worry simply remove each piece as you would a label. Please note, once the plastic film has removed your shoes are non-returnable.
Not all our shoes have plastic film, so don't worry if yours arrive without!
Can I dye my shoes?
Some of our shoes are made from dyeable satin which will be included in the product description. We can recommend a company to dye your shoes- contact us for more information.
If your shoes are not described as dyeable, we don’t recommend dying them, and are unable to guarantee the result.
Can I change the heel height of a shoe?
No- unfortunately we’re unable to offer a bespoke service, but we try and include a variety of styles on each heel height.
Can I change the colour or fabric of a shoe?
No- each shoe is available exclusively in the colours and materials shown on our website. We don’t offer a bespoke service but are always happy to hear your suggestions for future development!
Why do my shoes squeak?
Very occasionally a slight noise when you walk can be caused by your toe nail squeaking against the top of the shoe. As the shoes are leather lined, the lining will soften when you wear them, and any squeaking noises should stop. In the meantime you can apply a tiny amount of Vaseline to the offending toe nail, which can help!
LOOKING AFTER YOUR SHOES
How do I protect my shoes?
As the saying goes- prevention is better than cure and if you protect your shoes before wear this should minimise potential damage. We recommend a natural protector spray, which helps shoes look their best for longer and makes cleaning easier. The spray invisibly protects leather, suede and fabric against water whilst still allowing the material to breath. Always follow the manufacturer’s instructions.
Can I wear my shoes on grass/ gravel/ cobbles?
Of course- you can wear your shoes on any normal surface, but we strongly recommend using a pair of Clean Heels heel protectors if you are going to be walking on grass, gravel or cobbled paving. Simply slip them on to narrow heels to protect the material, and the wide base prevents you from sinking into the ground. They’re also good for stately homes where stilettos are often banned as they can damage the flooring.
How do I clean my shoes?
Beautiful shoes are worth looking after and there are a range of shoe care products on the market to help you keep your shoes in good condition. Before you clean them, leave any dirt marks to dry before removing then as best you can by gently brushing with a soft, dry brush. After this apply a suitable leather cleaner using light strokes. Allow the cream to dry before buffing gently to remove the marks. Repeat as necessary and always ready the manufacturer’s instructions before use.
Why do the soles looked marked?
Many of our soles are made from high quality leather with a soft to the touch finish. After wear they may look a little more worn than you are used to, but don’t worry this is perfectly normal- leather is just as durable as a synthetic sole, and this won’t affect their durability.
Do you offer a shoe repair service?
Unfortunately we are unable to offer a shoe repair service- we recommend going to your local cobbler should your shoes be in need of repair.