FAQs

FAQS

How To Place Your Order

Do I need to create a London Footwear account?

You can browse our website and add items to your basket without creating an account, but to make any purchases you need to create an account by providing an email address and creating a password. Once you've created an account, shopping with us will be even easier:
  • Save your details for speedier checkout
  • Save up to 6 delivery addresses
  • View all previous orders from your account
  • Track any order you're waiting to have delivered If you choose to subscribe to our newsletter, we'll keep you up to date with all the latest fashion news.
We’ll only send you email newsletters if you ask us to. We’ll never pass your details onto anyone else and you can unsubscribe whenever you like.

Why can't I sign into my account?

If you’re having trouble signing in, please check you’re using the same email address and password you used to register with us. Our passwords are case sensitive, so check you haven't accidentally left Caps Lock on.

If you forget your password, you can reset it, by clicking on the forgotten password link on the login page. An e-mail containing a link to create a new password will be sent to the email address with which you registered. Please check your junk mail folder in case it makes its way there.

How can I pay on your site?

You can pay using any of the following:
  • Visa and Mastercard credit cards
  • Visa Debit, Visa Electron, Maestro, Solo and Mastercard debit cards
  • American Express card
  • PayPal

Do you accept PayPal?

Yes, you can use your PayPal account to place orders online at LondonFootwear.com. You will need to tick the box to accept our Terms and Conditions and then you will be taken to the PayPal site to complete your order. Once you have completed your order, you will be brought back to the London Footwear site.

If you wish your refund to be processed to your PayPal account, you should send your unwanted items back to us using the postal service or courier.

Will I be charged VAT?

All London Footwear products include UK Value Added Tax (VAT), where applicable.

Do I have to pay import duties or taxes for orders outside the UK?

All London Footwear orders are shipped from the UK, so you may be charged import duties or taxes when the parcel reaches the delivery country. These charges vary and must be paid by the recipient of the parcel. If you have any questions related to customs charges, please contact your local customs office.

What currency can I pay with?

London Footwear allows payments to be made in British Pounds Sterling (GBP), Euros (EUR), Australian Dollars (AUD), US Dollars (USD) and Swedish Krona (SEK) at this time.

When is payment taken from my card?

We ask your bank for authorisation of your debit/credit card when you place an order with us. When we despatch your goods to you, you’ll receive an email from us to confirm which items are being sent and the exact amount charged to your card. So if for any reason we are unable to send any items you’ll only be charged for the items we do send. For most cards, you will only be charged when we dispatch the goods to you.

Will I receive confirmation that my order is successful and on its way to me?

Once you have successfully submitted your order, you will receive an automated email confirming your order details and you'll receive a despatch confirmation email when your order is despatched for delivery.

Where your parcel can be tracked your email will contain details of how to do so and you can find more information about this in the Delivery section.

Can I add items, change or cancel my order once I've confirmed it?

Once you place your order, you can no longer add items, change or cancel your order. However, you can easily return any unwanted items to us for a refund (please see our Returns page for more info).

If you want to add items, you should place another order within 24 hours of your original order, and then contact us with both order numbers, and we'll be happy to refund you the additional delivery charge.

Can I place my order over the phone?

Presently, we cannot take orders by phone; all orders should be placed online.

Delivery & Tracking Orders

Delivery Information

Full full details of our delivery options, please see our Delivery section.

How can I track my order?

Deliveries to the UK

When your order is despatched, we'll send you an email with your tracking number and a link to our carrier’s website to tell you the current status of your delivery. Alternatively, you can track parcels within My Account.

Deliveries outside the UK

When your order is despatched from our warehouse, we'll send you an email, where tracking is available the email will show your tracking number and link to our courier’s website to tell you the current status of your delivery. Please note that some deliveries outside of the UK will be sent via an international postal service where parcel tracking is unavailable.

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If your order has not been delivered within the timescales for your country, please Contact Us. Remember to include your order number within your message as this will help us speed up the search for your order.

If we're unable to locate your parcel, we will send you a ‘Missing Parcel Claim Form’ to sign and return, which will act as a declaration of your claim. Upon receipt of your declaration, we will investigate the claim and advise you of the outcome. If appropriate, a refund will be issued to the credit/debit card used for your purchase.

 

Payment

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