Hi Jesper! How does it work with a return?
Of course you’re disappointed when the shoes you’ve been dying for don’t fit. We are fully aware of this and that’s why we want to make it as easy as possible for you to return shoes. Stick the return label that you received with your order on the package and call the DHL Express customer service at 0844 248 0844. You can schedule a pickup for the return shipment from a location of your choice.
If you're missing the return label, you have the option to create your own return label with the DHL return label generator. Click here to receive your return label. The return label allows you a free return shipment. Put the shoes in their box and wrap it in a strong plastic bag. You can of course use the Footway bag or any other that you have at home.
Seal the bag and stick the return label to it. Give it in at the nearest post office and save the receipt you get.
There aren’t any complicated forms to fill in. Simply send the shoes back.
If you have two different orders to return, please send each one in its own bag with the right return label for each pair of shoes.
When will I get my money back?
As soon as your return has been registered you will get an email from us and that is also the start of the return payment.
It takes about one to two weeks for your return to reach us and the return payment itself usually takes a maximum of 5 working days. If you want to find out the status of your return, you’re welcome to contact us.
I want to change sizes, how can I do that?
Simple – place a new order and send back the shoes that didn’t fit. In that case, it will be a new purchase for the new shoes and the money for the first pair will be returned as soon as you return has been registered.
I want to complain about my shoes, how can I do that?
Don’t worry – be happy. Email us a picture of the shoes and we will get back to you with a solution.
When will you get these particular shoes in stock again?
We will surely get all the classics in again, but other models might be unique to a certain season. Contact us and we will see how it looks for your particular dream shoes!
Stop my order!
Whoah wait! Sometimes things happen too quickly when you click on the screen. We always try to stop unwanted orders, but sometimes our super-fast warehouse staff have already managed to send out your shoes.
Therefore, contact us as soon as you possibly can so that we can do our best to stop the parcel.
Do I need an account to place an order?
You don’t need an account to shop at Footway or to save your favourites. If you want an account, place an order and it will be created. Easy as pie.
My package didn’t arrive/is lost!
Oh no, that’s not supposed to happen! Contact us at customer service and we will track the parcel for you.
If the package has disappeared from the face of the earth, we will of course fix it for you.
I haven’t received all the shoes I ordered!
How weird! Contact us and we will look into what might have happened.
What sort of size are these shoes and what are the inner measurements?
A common and reasonable question. Check our size guide or contact customer service to get an answer for your questions.
My payment was declined. Why?
Oh dear… As we don’t have access to the details concerning your payments, we ask that you contact your bank. They can find out what didn’t work.
How do I delete my cookies?
If you want to get rid of all the shoes in your shopping basket or your favourites, you can do so with a single click of the button below :-)