FAQs Web Page
- What is the method of delivery?
- How much is charged for delivery?
- Does Shoe Runway deliver outside the UK?
- How long do orders take to deliver?
- Does Shoe Runway deliver to Post Office boxes or amarex addresses?
- Does Shoe Runway deliver to multiple addresses?
- Can I specify a day for delivery?
- Will my parcel be left if I am not at home?
- Am I able to track the progress of my order?
- Is my package insured?
- What are the types of payment that can be made?
- Can I place my order over the phone?
- When will you take payment?
- Is it secure to buy on-line?
- The payment page is asking for a start date but my card does not have one, what do I do?
- The payment page is asking for a card issue number but I do not have one, what do I do?
- The payment page is asking for a security code, what is this?
- How do I return goods?
- How will the refund be made for returned goods?
- What is my size?
- Am I able to amend my order?
- How do I know if the footwear I have ordered is in stock?
- What can I do if the footwear I like is out of stock?
- I have not received a confirmation of my order?
- Does Shoe Runway have a sale?
- How do I contact customer services?
- What do I do if I have forgotten my password?
- What is Shoe Runway’s privacy policy?
- [How are duties and taxes calculated?]
If you cannot find your answer here please feel free to email us at enquiries@shoe-runway.com
Your items will be sent to you by Shoe Runway’s carrier partner DHL. UK customers can request their order to be delivered by Royal Mail’s Special Delivery service at the time of making the order.
For further information regarding delivery please Shoe Runway’s Delivery and Returns policy and Terms and Conditions.
Deliveries to all UK and EU destinations are free of charge. Deliveries to addresses outside the UK and EU will be charged.
Please remember if you are buying products from outside the UK, you will incur carriage costs and any duties levied by the jurisdiction to which you have specified the delivery.
Shoe Runway delivers to 100 countries around the world from Europe, United States, Middle East, Far East to Australasia. If you are unsure whether we deliver to your country of residence please contact Customer Services: enquiries@shoe-runway.com, UK: 0870 8507939; Rest of the World: +44 870 8507939.
Shoe Runway will endeavour to dispatch all orders within 24 hours, however please allow up to 7 working days for the delivery to a UK address, 10 working days to a European address and 20 working days to all other destinations as external factors may cause delays.
Your order will be shipped once payment has been approved and the delivery/billing address has been verified.
Unfortunately we are unable to deliver to Post Office boxes or amarex addresses.
If you would like items to go to different addresses, please make each order separately as you will only be able to select one address.
However if you are a first-time user of Shoe Runway your first order must be delivered to the registered address of the cardholder that you provide.
Unfortunately due to external factors you are unable to specify a day for delivery.
Your order will not be left anywhere; DHL or the Royal Mail (if you are a UK customer and you have elected for your order to be delivered by special delivery) will leave a note advising on redelivery.
When you order has been despatched you will receive a confirmation email, this email will also provide a tracking number for your despatched order whether using DHL or RMSD (if requested by UK customer). Using this number you can log on to www.dhl.com or www.royalmail.com and track the progress of your parcel.
Shoe Runway has insurance for theft and accidental damage which may occur in transit from Shoe Runway to the delivery address at no extra cost to you. Once the item has been delivered to the delivery address and has been signed for the order is no longer insured.
Shoe Runway accepts Visa, Mastercard, Switch and Solo, American Express, Diners Club, Delta, Maestro debit cards and JCB.
If you would like to place your order by phone please contact Customer Services on 0870 8507939 if calling from the UK or +44 870 8507939 if calling from the Rest of the World and they will make the order for you.
Shoe Runway does not take payment from you for your product until the order is ready to be despatched to you. We will send you a confirmation email when your order has been despatched to you
All online payments are processed using SECPAY. SECPAY is a PCI Data Security Standards compliant online payment gateway which encrypts your card details on the website.
Shoe Runway itself is committed to preserving the privacy of all visitors to the Shoe Runway’s website. Please click on the following link to view Shoe Runway’s Privacy Policy.
Alternatively, you can order items over the telephone by calling Customer Services: UK: 0870 8507939; Rest of the World: +44 870 8507939
All cards are issued with a start date but are not are not always evident on the card. Please contact your card issuer for further assistance.
This box is only applicable for Solo/Switch card customers. If you are not using this type of card please ignore this box. All cards are issued with a start date but are not are not always evident on the card. Please contact your card issuer for further assistance.
Debit or credit card security code is the last three digits which appear on the signature strip on the reverse of the card.
Debit or credit card security code is the last three digits which appear on the signature strip on the reverse of the card.
Please see Shoe Runway’s Returns Policy [create as hyperlink] and Returns Policy Instructions [create as hyperlink].
Once we have received and checked the return item(s) we will refund the money, within 30 days, into the account from which with the good(s) were purchased from.
Please see Shoe Runway’s Returns Policy and Returns Policy Instructions.
Once we have received and checked the return item(s) we will refund the money, within 30 days, into the account from which with the good(s) were purchased from.
UK |
3 |
3.5 |
4 |
4.5 |
5 |
5.5 |
6 |
6.5 |
7 |
7.5 | 8 |
Italy |
36 |
36.5 |
37 |
37.5 |
38 |
38.5 |
39 |
39.5 |
40 |
40.5 | 41 |
US |
4.5 |
5 |
5.5 |
6 |
6.5 |
7 |
7.5 |
8 |
8.5 |
9 | 9.5 |
Japan |
22 |
22.5 |
23 |
23.5 |
24 |
24.5 |
25 |
25.5 |
26 |
26.5 | 27 |
Please note that size and fit will vary from shoe to shoe and therefore this size chart should be use for guidance only.
You are able to amend your order at anytime before the confirmation email stating that your order is ready to be dispatched. After receipt of this email you will no longer be able to amend your order, however please see the Shoe Runways Returns Policy.
Please note it may not always be possible to stop or amend an order as we endeavour to process and dispatch orders immediately. In this instance you will still be able to return the product by following the Returns Policy
Each individual product will show the sizes in stock. If your size does not appear, please contact Customer Services who will be able to advise you on whether your size will come into stock.
Occasionally your size may appear listed on the website as in stock but due to high demand and information delays the product may in reality be out of stock. In this instance we will contact you by email.
If the footwear you have selected is out of stock please email enquiries@shoe-runway.com to inform us of your interest. Customer Services will be able to advise you on whether there is a waiting list for that particular item or when a new delivery is likely to be received.
Please note that waiting list priority will be given to those you make advanced payment. If you have elected to pre-pay for your item and in the unlikely event that there are supplier problems or quality issues, we will notify you of this and will refund any advanced payment to your debit or credit card within 30 days.
An automated email will be sent to the email address submitted within 24 hours of the order being made. If this has not been received, please contact Customer Services: enquiries@shoe-runway.com, UK: 0870 8507939; Rest of the World: +44 870 8507939.
Shoe Runway does have sales, similarly to offline shops. A link will be placed on the homepage when a sale is on. Please note that due to the exclusive nature of Shoe Runway collection we cannot guarantee the availability of items later on in the season.
If you would like to contact Customer Services or your question is not answered by the FAQs page please contact the department on: enquiries@shoe-runway.com, UK: 0870 8507939; Rest of the World: +44 870 8507939.
If you are unable to remember your log in password, click on “My Account ” link on the [top right] of the homepage and follow the “Forgot your password” instructions.
Please click on this link: Privacy Policy to view Shoe Runway’s current policy.
Prices displayed on the Shoe Runway website include UK VAT charges. The price of the shoes and the VAT will be itemised separately on you invoice.
If you are a non EU customer the VAT will be deducted. However, please note, depending on the country to which the item(s) are being shipped different taxes or duties maybe chargeable as applicable. Please see the Delivery Information.
Insurance
We insure each product you purchase during the time it is transit from our premises to you. You will be asked to sign for any product(s) delivered at which point responsibility for your purchased product(s) passes to you.
Products Warranty and Availability
We have taken all prudent steps to present products on the Website as accurately as possible. However, we accept no responsibility for variances in colour or style due to the settings on your computer monitor or mobile device. There may be minor differences between the specifications given for products on the Website and the product that you receive as we offer products for sale which are not mass produced. Heel heights given are an approximate measurement taken from the inside of the heel and are a guide only. All sizes shown are UK sizes unless otherwise stated.
Whilst every effort is taken to ensure all products in the store are always in stock, occasionally some products will be temporarily out of supply. If products that you order are out of stock or subject to a delay, we will try to contact you at the e-mail address you provided when placing your order.
Delivery Costs
Postage and packaging charges are as per the charges displayed on the Website when you place an order.
UK Delivery: Please allow up to 5 working days for delivery.
European Union (outside the UK) Delivery: Please allow up to 10 working days for delivery.
Worldwide Delivery:
Please note we are unable to deliver to certain locations. If your country is not listed when you are entering a delivery or billing address, then we will not be able to deliver there.
Please allow up to 20 working days for delivery to any non-EU location.
We reserve the right to withdraw delivery to any location at any time.
We cannot be held accountable for delays in customs clearance. Further, we cannot be held responsible should local customs authorities wish to confiscate any particular product contained within your order.
Miscellaneous: We do not offer guaranteed delivery on a Saturday, Sunday, Bank Holidays, Christmas Day, Boxing Day and New Years Day or any other national holiday in the country of delivery.
Cancellation/Returns Policy
Please see our cancellation/returns policy for full details of our policy on this. Under European Union law, customers in the European Union have the right to cancel a purchase within seven working days of the day after the date their product is delivered. Our refunds policy is designed to ensure that this right to cancel is respected.
Help
We will be delighted to help you place an order over the telephone, advise you on the range of products we offer on the Website and help you with queries about payment.
For any help in relation to the above please refer to our website or, alternatively, contact us directly by e-mailing returns@shoe-runway.com or calling: UK: 0870 8507939; Rest of the World: +44 870 8507939.
It may not always be possible to stop an order from being dispatched, as we endeavour to process orders immediately. If your order has already been dispatched please return the order following the instructions contained within the parcel.
Events beyond our reasonable control
We will not be held responsible for any delay or failure to comply with our obligations under these Conditions if the delay or failure arises from any cause which is beyond our reasonable control.
Intellectual Property
We are the owner or the licensee of all intellectual property rights in our Website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from our Website for your personal reference and you may draw the attention of others within your organisation to material posted on our site.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of material on our Website must always be acknowledged.
You must not use any part of the materials on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
If you print off, copy or download any part of our Website in breach of these terms of use, your right to use our Website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
Our Liability
The material displayed on our Website is provided without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude:
All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our Website or in connection with the use, inability to use, or results of the use of our Website, any websites linked to it and any materials posted on it.
This does not affect our liability for death or personal injury arising from our negligence, nor our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, nor any other liability which cannot be excluded or limited under applicable law.
Viruses, hacking and other offences
You must not misuse our Website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Website, the server on which our Website is stored or any server, computer or database connected to our Website. You must not attack our Website via a denial-of-service attack or a distributed denial-of service attack.
By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Website will cease immediately.
We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our Website.
Linking to our Website
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link from any website that is not owned by you.
Our site must not be framed on any other site, nor may you create a link to any part of our Website other than the home page. We reserve the right to withdraw linking permission without notice.
If you wish to make any use of material on our Website other than that set out above, please contact us.
Links from our Website
Where our Website contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.
Jurisdiction/Choice of Law
The Website is controlled and operated in the United Kingdom. These Conditions and all matters connected with any order you place on the Website are governed by English law and you agree to submit to the exclusive jurisdiction of the courts of England and Wales in relation to all matters connected with or arising out of the Website or any order you place on the Website. Customers who access the Website from outside the United Kingdom do so at their own risk and on their own initiative and are responsible for compliance with their own local laws, to the extent that any local laws are applicable. Nothing in these Conditions in any way is an attempt to restrict or affect your statutory rights under English law.