Frequently Asked Questions

Start from the size you most commonly wear in a well-fitting pair of shoes, then check our size guide for the model you are interested in. Our footwear is built on generous lasts, so most customers find that their usual size fits well. If you are between two sizes and have a wider foot, we normally recommend choosing the larger size.

The most reliable method is to measure your foot at the end of the day, when feet are at their largest:

• stand on a sheet of paper against a wall, with your heel touching the wall;
• mark the tip of your longest toe and measure the distance in centimetres;
• repeat for both feet, and use the longer measurement;
• compare that length to the size guide for the model you want.

Many of our styles are designed with a roomier fit, including generous toe boxes and extra depth, which makes them a good option for customers who find standard footwear too narrow or too tight across the toes. Where a style is available in a wider option, you can select the width in the size selector on the product page. If you are unsure which width suits you, contact us before ordering and we will advise based on the model you are considering.

In most of our styles, the original insole can be removed and replaced with your own insole or orthotic. This gives you extra depth inside the shoe. Where a style has a removable insole we state this on the product page. If you use a particularly thick orthotic, please check the internal depth of the shoe before ordering, or contact us and we will advise on the most suitable models.

You can contact us to ask when a size is expected back in stock, and we will give you an honest estimate. Because we do not want to hold your money for goods we cannot supply, we never accept payment for items we know are unavailable — we will simply tell you when to check back.

Leather and textile uppers generally soften slightly with wear as they mould to the shape of your foot, and this usually improves comfort over the first few wears. We recommend wearing new shoes indoors for short periods first, which is exactly what our 30-day home trial is designed for.

We currently accept credit and debit cards (Visa, Mastercard and other cards supported by our payment provider), PayPal, and cash on delivery in selected countries. All prices are shown in euro (EUR). For full details, see our Payment Policy.

Yes. Our checkout is encrypted using TLS/SSL, and card payments are processed directly by our PCI DSS compliant payment provider. Your full card number is never stored on our servers. We will never ask you for your card details by email, telephone or message — if anyone does, please do not provide them and tell us immediately.

Yes, if your order has not yet been dispatched. Contact us as soon as possible at [email protected] with your order number. Because we prepare orders quickly, we cannot guarantee that a change will be possible, but we will always try. If your parcel has already been dispatched, you can still change or return it under our Return Policy.

No. You can check out as a guest. Creating an account does make things easier, though: it lets you see your order history, save addresses, and track parcels in one place.

Prices shown include VAT where applicable for deliveries within the European Union. The total amount you pay, including any applicable VAT and delivery charges, is displayed clearly at checkout before you confirm your order.

Discount codes generally cannot be combined with each other or with other site-wide promotions, unless a specific promotion says otherwise. Codes must be entered at checkout before you place your order and cannot be applied afterwards.

You will receive an order confirmation email as soon as your order is accepted. If you do not see it within an hour, please check your spam or junk folder. If it is not there, contact us and we will check your order status.

We deliver to all European countries, including the member states of the European Union as well as the United Kingdom, Switzerland, Norway, Iceland and Liechtenstein.

Standard shipping is free on every order, with no minimum order value and no handling fee. There are no hidden delivery charges — the price you see at checkout is the price you pay.

Orders are prepared and dispatched within 1–2 business days. After dispatch, delivery typically takes 3–5 business days within the European Union, and 4–7 business days to the United Kingdom, Switzerland, Norway, Iceland and Liechtenstein. Remote areas and islands may take a little longer. In total, most orders arrive within 4–7 business days.

Yes. Every order is shipped with tracking. You will receive a dispatch email containing your tracking number and a link. You can also check the status at any time on our Track Your Order page, or from your account under Orders. Tracking can take up to 24 hours after dispatch to appear in the carrier’s system.

The carrier will normally leave a notification and either attempt delivery again or leave the parcel at a nearby collection point or parcel shop. You usually have between 7 and 14 days to collect it, depending on the carrier. Please keep an eye on your tracking link so that the parcel is not returned to us.

Deliveries within the European Union customs area include VAT in the price, and no additional customs charges should apply. For destinations outside the EU customs area — such as Switzerland, Norway or the United Kingdom — your parcel may be subject to import duties, VAT or customs handling fees set by your local authority. These charges are payable by you as the recipient, and we cannot predict or reimburse them.

If your order has not yet been dispatched, we will do our best to update the address. Contact us immediately at [email protected]. Once a parcel is with the carrier we are not able to redirect it, so accuracy at checkout matters.

Please check the tracking link first, as it usually shows any attempted delivery or collection point. If the tracking has not moved for several days, contact us with your order number and we will investigate with the carrier. Where a parcel is confirmed lost in transit, we will send a replacement or issue a full refund, at your choice.

You have 30 days from the day you receive your order to start a return. Consumers in the EU/EEA, the UK and Switzerland also have a statutory right of withdrawal of at least 14 days, so our 30-day window is more generous than the legal minimum.

Yes — that is exactly what our 30-day home trial is for. Try your shoes indoors, on a clean soft surface, and wear them around the house to judge the comfort, fit and support. Trying shoes on indoors for fit is normal examination and does not reduce your refund. Please keep the trial indoors, as outdoor wear causes visible damage that goes beyond testing the fit.

We do. For standard returns that meet the conditions of our Return Policy, we cover the cost of return shipping — we will either provide a prepaid return label or reimburse reasonable, documented standard return shipping costs. Where the item is faulty or was supplied incorrectly, we always cover the full cost and can often arrange collection.

Once we have received and inspected your return, we issue the refund within 14 days. Refunds go back to the original payment method. Your bank or PayPal may take a further three to five business days to post the amount to your statement.

Yes, please. The box forms part of the product, and returns are accepted only with the original box and any accessories that came with it. Please protect the box by shipping it inside an outer carton or mailer — do not attach labels or tape directly to the shoebox.

Yes. The fastest route is usually to return the original item and place a new order for the size you want, so that your new pair is reserved straight away. Because shipping is free, there is no extra delivery cost in doing so. If you would prefer a direct exchange and your size is in stock, contact us and we will arrange it where we can.

Contact us as soon as possible, and within 30 days of receipt, at [email protected] with your order number and two to three clear photographs of the fault. We will arrange the return at our cost and offer a repair, replacement, price reduction or full refund, in line with your rights. In most EU member states the legal guarantee of conformity applies for at least two years from delivery.

Yes, if it meets the conditions in our Return Policy. Refunds are issued to the original purchaser and the original payment method, since we can only refund the person who paid. If you are the gift recipient, we can instead offer a credit or an exchange of equivalent value.

Yes, unless an item is expressly marked as final sale or clearance on the product page, in which case it can still be returned if it is faulty or not as described. Discounted items bought with a promotional code are returnable in the normal way.

A little regular care keeps footwear looking better for longer:

• allow shoes to dry naturally at room temperature if they get wet — never place them on a radiator or in direct sun;
• brush off surface dirt with a soft brush before it works into the material;
• use a suitable cleaner for the material of your shoes — leather, textile and synthetic uppers need different products;
• use a shoe horn when putting shoes on, to protect the heel counter;
• where the insole is removable, take it out occasionally and let both the shoe and the insole air; and
• store shoes in a dry, well-ventilated place, away from direct heat.

Some styles are made with water-resistant or waterproof materials and are described as such on the product page. Styles that are not described as waterproof are not designed for prolonged exposure to heavy rain or for standing water, even if they resist light splashes.

We work with manufacturing partners who are required to comply with applicable European chemical safety requirements for footwear and textile products. If you need specific information about the materials used in a particular style, please contact us and we will do our best to provide it.

We photograph our products as accurately as we can, but colours can appear differently depending on your screen, your device settings and the lighting. Natural materials such as leather also vary slightly between individual pairs, which is normal and part of the character of the material.

Our footwear is designed for comfort and support, using features such as cushioned midsoles, arch support, wide toe boxes and extra depth. Our shoes are not medical devices, and we do not claim that they diagnose, treat, cure or prevent any medical condition. If you have a health condition affecting your feet, please speak to your doctor, podiatrist or another qualified healthcare professional before choosing footwear — and never delay seeking medical advice because of something you have read on our site.

Some of our styles are designed with features that customers with sensitive or at-risk feet often look for, such as a wide toe box, extra depth, removable insoles and seamless linings. However, footwear for people with diabetes must be chosen with care, and we are not able to give medical advice. If you have diabetes or any condition affecting sensation or circulation in your feet, please consult your podiatrist or doctor before purchasing, and check any specific requirement you have against the details on the product page.

Many of our styles are built with a roomier fit and a wide toe box, and selected styles are available in additional widths. Where width options exist, they appear in the size selector on the product page. If you have difficulty finding footwear that fits, contact us and we will point you towards the models that are most likely to suit you.

In most styles the original insole can be removed to create space for your own insoles or orthotics, and this is noted on the product page where applicable. If your orthotic is thick, please check the internal depth of the shoe, or ask us and we will advise.

Yes — replacement and additional insoles are available in our Insoles range, including options for arch support and added cushioning. If you are not sure which one suits the model you own, contact us and we will help.

Use the “forgotten password” link on the login page and we will email you a link to set a new password. If the email does not arrive, please check your spam folder, and contact us if it still does not appear.

Contact us at [email protected] and ask us to delete your account. We will erase your personal data, except for records we are legally required to retain — such as order and invoice records kept for tax purposes. For more detail, see our Privacy Policy.

Click the unsubscribe link at the bottom of any marketing email, or contact us and we will remove you. You will still receive transactional emails about orders you place, such as order confirmations, dispatch notices and delivery updates.

We collect the information needed to process your order and run our shop, such as your name, contact details, delivery address, order history and technical data about how you use our site. Full details, including your rights and how to exercise them, are set out in our Privacy Policy.