Customer Service

We are one of the fastest growing online footwear retailers in the UK, We stock a huge range of branded footwear products for men, women and kids. Our goal is to provide our customers with a safe, secure online shopping experience, backed up with great Customer Service. When you shop at Shoe store, you can rest assured that you'll have a fast, friendly and enjoyable shopping experience every time.




UK Telephone Enquiries

0844 567 2738


Telephone Enquiries from abroad

0044 1256 333844


Opening Times

Open Monday to Friday 9 am to 5 pm, excluding Bank Holidays



What we believe

We believe that in order to be successful we need to offer our customers an amazing shopping experience, this includes an easy to navigate web site, perfectly clear pictures, accurate product descriptions, Free UK ShippingFree UK ReturnsFree UK Exchanges, and Great Customer Service. As we are human, sometimes we make mistakes and things go wrong, however we endeavour to correct any mishaps and mistakes very quickly.

You're safe with us

We take great pride in privacy and security,  Shopping at Shoestore.co.uk is safe and secure as our secure server encrypts and scrambles your personal information before sending it over the internet, we do not store your credit card details and we promise to keep all your personal information such as name, address, and any other details you enter onto our site safe and secure at all times.

Fast and free deliveries direct to your door

Our warehouse team work very hard to ensure your ordered items are picked, packed and dispatched very quickly, We aim to ship your ordered items on the same day excluding weekends and Bank Holiday, Once your order has been dispatched you can expect to receive your item by one of our friendly carriers, all our items are shipped in sturdy branded packaging bags and with their original branded shoe boxes, so you can be rest assured that your shoes will arrive on time and in great shape.

Great Customer Service Team

We take pride in providing great customer service every step of the way. If you need help in selecting the right pair of shoes or you have a query relating to your order such as a return or an exchange, then we can help. You can contact us by telephone on 0844 567 2738 or email - and speak to a one of our Customer Service agents between 9am and 5pm Monday to Friday, We aim to respond to all emails on the same day !

Our Returns Policy

At Shoestore.co.uk we offer a Free UK returns service, so if you change your mind about your purchase simply send the item back to us free of charge using the Pre Paid Postage label provided, If the item is faulty, we'll refund/exchange the item for you free of charge, It's that easy!



The carriers we use for dispatch are Royal Mail for Tracked and Second Class items, all orders placed before 3pm will be dispatched on the same day (Monday - Friday), Orders placed after 3 pm will be dispatched on the following working day.

UK Next Day Deliveries

The carriers we use for dispatch are DPD / Interlink Express for Next working Day Deliveries and 24 hour deliveries (2 working days) , Orders placed before 3pm Monday - Friday will be dispatched the same day (subject to stock availabiity), Orders placed after 3pm will be dispatched on the next working dayfor delivery on the following working day. All deliveries require a signature, please ensure someone is available to sign for the package when delivered, when placing your order, please provide us with your mobile telephone number and email address and DPD will email you delivery updates of your order, DPD will also provide you with a one hour delivery window of the time you can expect to receive your order, You can also change yor delvery or have it delivered to a neighbour.

International Deliveries

The carriers we use for dispatch are Royal Mail for International Airsure Services and International Signed for Services, Orders placed before 3pm will be dispatched on the same day (Monday - Friday) orders placed after 3pm will be dispatched on the following working day.

Delivery Rates and Timescales

Shipping Service Delivery Times Cost
UK Standard 3-5 working days Free
UK Tracked 2-3 Working Days £1.95
UK Next Working Day Next Working Day - UK only (if orders received before 3pm mon-fri)  £4.99
European 5-7 Working Days £12.00
International 7-10 Working Days £12.00

There are some postcodes that we are unable to offer 24 hour delivery, these are detailed below, The below areas will generally take an additional 1-2 working day(s).

  • AB - Aberdeen
  • BT - Belfast, 
  • GY - Guernsey
  • FK - Falkirk
  • HS - Isle Of Lewis
  • IM - Isle Of Man
  • IV - Inverness
  • JE - Jersey
  • KY - Kirkcaldy
  • KW - Orkney Isles
  • PH - Inverness
  • PA - Renfrewshire
  • TR21-25 - Isles of Scilly
  • ZE - Shetland.

Christmas Returns Policy

We generally extended our Christmas returns policy as we understand items may need to be returned in the new year, Any items purchased from Shoestore.co.uk from the 1st November can be returned up until January 20th and items returned after this period will not be accepted unless you have requested this prior to returning the item.

How to Return an Item?

All items purchased from Shoestore.co.uk are covered by our 28 day Exchange or Refund Guarantee.

If you would like to return an item back to us, please complete the returns form which is detailed on the reverse of your invoice and return the item back to us using the Free postage label provided. If you require any further assistance with returning items then please call our Customer Services team on 0844 567 2738.

International Returns

For International Returns- Please complete the returns form which is detailed on the reverse of your invoice & Return items back to us via a recorded delivery service through your national postal carrier, International Customers will be responsible for the return postage costs.

How long Does it take to process my Refund or Exchange?

All refunds and exchanges take no more than 3 working days from when your item arrives back to us, Please allow a further 3 working days for the refund to show up in your Bank account or for a replacement item to be delivered.

Dispatching your order

Our Warehouse team work very hard to ensure all orders are picked, packed and dispatched on the same day, Once your order has been dispatched from our warehouse you will receive a confirmation email to let you know it is on the way. We are unable to make changes to an order once your order has been dispatched, We reserve the right to amend orders placed with incorrect delivery options without notice. We do not accept responsibility for items being delayed through customs and or security checks or adverse weather conditions. There are no refunds on shipping costs unless we are responsible for the error. In the unfortunate event a product is out of stock a member of our Customer Service Team will contact you by phone or email.



Shoestore.co.uk is committed to you being fully satisfied with your purchases. If for any reason you would like to return any unused products, please follow thes guidelines which are located on the reverse of the invoice you received with your item(s) 

Items must be returned within 28 days from date of purchase, We will need your name, order number and details of the item you wish to return, plus the particulars of any exchange required. If you do not have these details available then pass on as much information as possible, Items must be returned unused with all their tags and in the same packaging they arrived in.

Clearly mark the returns item with the returns address on the outside of all boxes / packaging you wish to send back.

Shoestore.co.uk
Returns Dept
Unit C Manaway Industrial Estate
15 Holder Road
Aldershot
Hampshire
GU12 4RH

Within the package include any exchange information that you require. We provide a Free Returns Service to Customers in the UK, Customers retrning items from outside the UK are responsible for their own return postage costs. Items must be returned via recorded or Special delivery. Shoestore.co.uk cannot accept responsibility for items that are not returned by Recorded Delivery, Upon inspection of returned product, Shoestore.co.uk will issue a full refund to the card used for the purchase less the original delivery charge, Sorry, but there are no returns or exchanges on bargain or sale items unless specifically authorised by Shoestore.co.uk. Please email us if you have a query.

Any used items will be denied a refund and returned to the customer at his/her expense,

Warranty items

Warranty items are subject to inspection and only eligible for repair, replacement or disposal.

All products purchased from Shoestore.co.uk carry the full manufacturer warranty unless sold as a “no warranty” item. Special circumstance: in the event the manufacturer is no longer in business, Shoestore.co.uk will review your warranty claim and at our discretion help to provide an equitable solution. All warranty claims may only be made by the purchaser on record. Please email help@shoestore.co.uk regarding any warranty questions.




We have invested time and effort to ensure a high level of security when placing orders with debit and credit cards, to ensure orders are not used fraudulenty and to maintain a high level of fraud screening we have implemented Verified by Visa, Meastro and Mastercard Secure code.

What is Verified by Visa, Maestro and Mastercard Secure Code?

Verified by Visa and MasterCard SecureCode are new security measures that have been implemented by Visa and MasterCard, these security measures have been designed to give you enhanced protection when shopping online. They allow you to create your own personal password, known only by you, for use as an extra security measure each time you use your Visa, MasterCard or Maestro payment cards to make purchases online.

How does it work?

You only need to register with Verified by Visa, Maestro and Mastercard Secure Code once to create your password. This can be completed on any website that utilises this protection. Then whenever you shop online using your payment card you will be asked to enter this password before your order is confirmed.

What do I need to do to register?

To register you need to complete the details in the box on the right so that Visa, Maestro and Mastercard can verify your card. After entering your details you will then be asked to create a personal password which will be used to authenticate future orders placed online.

What if I am already registered?

If you have already registered you just need to enter your personal password as indicated in the box on the right to continue.



Can I place a telephone order?

We are unable to take payments over the phone at this stage, Our web site is very secure and has been designed to provide you with a smooth ordering process.

Can I change my order?

If you need to change your orderthen please call us immedietly on 0844 567 2738 and we will try our best to change your order for you.

Our warehouse team work very hard to ensure all orders are picked, packed and dispatched very quickly, If your order has already been dispatched then then we will not be able to change your order, We suggest you place a new order and return the unwanted item back to us for a refund or an exchange.

My size is showing as "sold out", Are you getting any more?

Our stock levels are constantly changing and our buyers are working very hard to ensure new season stock and regular product lines are being refreshed regulary, so we advise that you continue checking our site as new stock is updated daily.

My order has not arrived, where is it?

If your order has not reached you within the estimated delivery period, it could be for the following reasons:

• The carrier has experienced a delay. 
• The delivery company has tried to deliver and has left you a calling card.
• Your parcel has been left with a neighbour.
• Your parcel is at the local delivery depot awaiting your collection.

In most cases your tracking information should display where your package is, If none of these apply please contact our Customer Service Team for further help and assistance on 0844 567 2738.

Has my return been processed yet?

We aim to ensure that your return is processed within 2 working days of us receiving it. As soon as your item has been processed we will be in contact with you by telephone or email, We strongly advise that you should send your parcel back via a recorded delivery service to enable you to ensure it reaches us safely, If you send us your tracking number with details of you order and the items you have returned, this will enable us speed up your return.

Can we collect items from your Warehouse ?

Customers can not collect or return items directly to our warehouse offices at this time.



Shoestore.co.uk is owned and operated by Spirit Footwear Ltd and is thoroughly committed to protecting the privacy of our customers, site visitors and partners. Shoestore.co.uk has been established to sell footwear related products and services online and to offer visitors information regarding Shoestore.co.uk and its related businesses. We use the information that we collect to fulfil your product and service orders and to create a more personalised experience. We do not pass on any details to third parties.

This section only addresses the use and disclosure of information we collect from you online. We encourage you to ask questions and to be very cautious before you disclose your personal information to others.

Questions regarding this Policy should be directed to help@shoestore.co.uk or contact Shoestore.co.uk directly at the following address:

SHOESTORE 
Unit C 15 Holder Road
Aldershot
Hampshire
GU12 4RH

This Privacy Policy will explain the following regarding use of our site:

1. What information does Shoestore.co.uk collect from you?

Shoestore.co.uk collects two types of information about its visitors: Personally Identifiable Information and Non-Personally Identifiable Information. Our primary goal in collecting information from you is to provide you with a smooth, efficient, and customised experience while using our site.

Personally Identifiable Information
This refers to information that lets us know the specifics of who you are. Personal information is requested when you order a product or service, enter contests, and send us feedback. For example, this information might include your name, billing address, delivery address, telephone number, e-mail address, credit card or other payment information, and product details. With this information, Shoestore.co.uk can fulfil your orders and provide you with personalised service.

Non-Personally Identifiable Information
This refers to information that does not by itself identify a specific individual. We gather certain information about you based upon where you shop on our site in several ways. This information is compiled and analyzed on both a personal and an aggregated basis. For example, this information may include the Web site's Uniform Resource Locator ("URL") that you just came from, which URL you next go to, what browser you are using, and your Internet Protocol ("IP") address. A URL is the global address of documents and other resources on the World Wide Web. An IP address is an identifier for a computer or device on a Transmission Control Protocol/Internet Protocol ("TCP/IP") network, such as the World Wide Web. Networks like the Web use the TCP/IP protocol to route information based on the IP address of the destination. In other words, an IP address is a number that is automatically assigned to your computer whenever you are surfing the web, allowing web servers to locate and identify your computer. Computers require IP addresses in order for users to communicate on the Internet, browse and shop.

2. Where do we collect information from you and how do we use it?

Our primary goal in collecting personal information is to provide Shoestore’s visitors with a superior customised online experience. We use the customer contact information to fill orders, contact purchasers to inform them of their order status, to send promotional information, to enhance the operation of our site and administer our systems.

Demographic data also may be collected at our site from third party advertising servers, content servers, or web site analysis agents who provide us with the postcode and area code associated with a visitor's server, along with pages viewed on our site. We review the actions of the Shoestore.co.uk visitors on an aggregate basis to determine customers' preferences. Shoestore.co.uk also completes research on our visitors' demographics, interests, and pages viewed based on the information provided to us during ordering, a promotion, from our server log files, from our web site analysis agents, or from contests, drawings or surveys. We will use this data to tailor the visitor's experience at our site, to improve our marketing and promotional efforts, to statistically analyze site use, to improve our product offerings, and to customise our site's content, layout, and services. We receive reports from third party ad servers, content servers, or a web site analysis agent that tells us how many ads were presented and clicked upon or what content was served or viewed.

We gather information in the following ways:

a.) Shopping
We collect IP addresses for the purposes of system administration, to gather broad demographic information, to enable ads to be served on our site, to report Non-Personally Identifiable Information to our advertisers, and to monitor the level of activity on our site. We collect information from visitors to our site regarding the URLs they came from, domain types (e.g., .com or .co.uk), their IP addresses, the date and time of their visit or order, the number of visits and orders, the number of visits per browsing session, the server type, the operating system and browser type used to come to the site, the country, state and telephone area code where their servers are located, the pages and page titles of our site that visitors viewed during their visit, whether the visitor's computer is enabled for Java or cookies, browser language, applications and plug-ins, and any search terms entered on our site.

b.) Ordering
When you order from us, we collect personally identifiable information from you. If you order one of our products or services, we will collect and maintain your name, e-mail address, billing address, shipping address, telephone number, product selections, credit card or other payment information, order number, referring URL, IP address, page you bought from and a password. We collect this, and other information, as disclosed in this Policy, in order to fill your order, to communicate with you about your order and to send you promotional materials. Before confirming your order, you will have the opportunity to review the product order form and make changes and additions to the information it contained and these changes will be automatically kept for future use.

c.) Gift Certificates
If you purchase a gift certificate from our website, you will give us the recipient's name and e-mail address, the recipient will receive an email from us with the details. The recipient information you provide us will only be used to send the gift certificate and for no other purpose.

d.) Contests 
When you enter a contest or other promotion, we may ask you for contact information such as your name, address and e-mail address in order to administer the contest, to send you promotional e-mails, notify winners and make the winners' list publicly available. You consent to such promotional use and disclosure of this information as a condition of your participation.

e.) Newsletters & Promotional E-mails
We may offer free newsletters, and promotional e-mails as a service to our customers. We will send you newsletters and e-mails periodically listing current promotions and deals. Customers can unsubscribe at anytime.

f.) Contact Information 
If you contact Shoestore.co.uk or our customer service representatives by telephone, e-mail or letter, we may keep a record of your correspondence or comments. If you report a problem with our site, we may collect such information in a file specific to you. If you contact us through our feedback area or by calling one of our customer service representatives, we may ask for your name, e-mail address and order information in order to send you a reply.

g.) Cookies
We use cookies in the operation of our website which can be deleted by accessing your internet options.

3. How can you update or correct your Personally Identifiable Information?

We believe you should have the ability to access and edit the personal information that you have provided to us. During the online ordering process you can review, change, or delete the information that you have submitted. You may change any of your personal information in your account online at any time. We encourage you to promptly update your information if it changes. You may ask to have the information on your account deleted or removed; however, because we keep track of past purchases, you cannot delete information associated with past purchases. Also, as a security measure we "back up" the data stored on our systems, and such prior information cannot be completely removed from our databases. As a result, you should not expect that all of your Personally Identifiable Information will be completely removed from our backed-up databases.

4. What are your choices regarding collection, use, and distribution of your information?

Email: We may from time to time send you e-mail or other communications regarding current promotions, specials and new additions to the Shoestore.co.uk site. You may "opt-out," or unsubscribe from our newsletters by following the unsubscribe instructions in any e-mail you receive from us, After doing so, Shoestore.co.uk users will not receive future promotional emails unless they open a new account, enter a contest, or sign up to receive newsletters or emails.

5. What security precautions are in place to protect against the loss, misuse, or alteration of your information?

When you access your account information, the information is kept on a secure server and data is encrypted. All of the customer data we collect is protected against unauthorised access by physical security means.

6. Shoestore.co.uk use of cookies.

Shoestore.co.uk Cookies: When you use our site we will store cookies on your computer in order to facilitate and customise your use of our site. A cookie is a small data text file, which a Web site stores on your computer's hard drive (if your Web browser permits) that can later be retrieved to identify you to Shoestore.co.uk. Our cookies store randomly assigned user identification numbers, the country where you are located, and your first name to welcome you back to our site. The cookies make your use of the site easier, allow you to retrieve an earlier shopping cart, make the site run more smoothly and help us to maintain a secure site. You will be unable to shop on our site without your browser set to accept cookies.

7. Privacy Policy changes

If Shoestore.co.uk makes changes to any terms or conditions in the Privacy Policy, the changes will be posted in this document so that you will always know what information we gather, how we might use that information and to whom we will disclose it. We may change, modify, add or remove portions of this Policy at any time, and any changes will become effective immediately.