Contact
How can we help?
Send a question about a style, a fit, or an order. A few useful details can make it easier to understand what you need.
Help with an order
Include your order number and the email address used at checkout. Tell us which item you are asking about and what you would like help with.
Please do not include full payment card numbers, passwords, or identity documents in your message.
Questions before you buy
Include the style name, the size you are considering, and any fit questions. For sizing help, your foot measurements can be more useful than the size you wear in another brand.
Before sending a return
Please ask for return instructions before posting an item. The address used for business correspondence may be different from the address that handles returns.
Send a message
Frequently asked questions
A little help, every step of the way.
Looking for a better fit, an order update, or help after delivery? Start here.
Choosing your pair
How do I choose a size?
Measure both feet and compare the measurements with the guide for the style you are considering. Fit can vary with the shape, material, and construction of a shoe; your usual size is a starting point.
What if I am between sizes?
Check the guidance for that particular style rather than automatically sizing up or down. Consider the socks you plan to wear and whether you need more room across the forefoot. Contact us with the style name and your measurements if you would like help.
How should I try on a new pair?
Try both shoes on a clean indoor surface. Check that your toes have room to move and that the shoes feel secure without pinching. Keep the packaging while you decide, and review the return conditions before wearing them outdoors.
Orders and delivery
Which payment methods can I use?
The available payment methods are shown at checkout before you place your order.
How much does delivery cost?
Enter your delivery address at checkout to see the available shipping options and their cost. Review the shipping information before placing your order.
Can I change an order or delivery address?
Contact us as soon as you notice a mistake and include your order number and the change you need. A request does not guarantee that an order can be changed or stopped once processing has begun.
Where can I look for a delivery update?
Check your order and shipment messages. If a tracking link has been provided, it is the best place to look for the carrier's latest update. Contact us if you need help understanding an update.
After your order arrives
How do I ask about a return?
Contact us with your order number, the item, and the reason for your request. Please ask for return instructions before sending a parcel.
What if an item arrives damaged or is different from my order?
Contact us with your order number and a description of the issue. Clear photos of the item, packaging, and label can help explain what happened. Keep the item and packaging while the issue is being reviewed.
How should I care for my shoes?
Follow the care instructions supplied with the item and choose products suitable for its material. Start with our care guide for everyday handling and storage.
Shipping information
From your bag to your doorstep.
A guide to checking delivery options and following an order on its way to you.
Check your delivery options
Enter your complete delivery address at checkout to see which shipping options are available and what they cost. Check the address, including any apartment or unit number, before placing your order.
Delivery options can depend on the destination and the items in your bag. If checkout does not offer a service for your address, contact us before trying an alternative address.
Understanding delivery estimates
Order processing and time in transit are separate parts of delivery. When a delivery estimate is provided, check whether it includes both. Carrier updates can change as a parcel moves through the delivery network.
Following your order
Keep your order confirmation and any shipment messages. If your shipment includes tracking, use the tracking link for the latest carrier information. A new tracking number may take time to show a carrier scan.
If a parcel appears delayed, missing, or marked delivered when you cannot find it, contact us with your order number and the tracking details you have.
Need to correct an address?
Contact us promptly with your order number and the requested correction. Changes depend on the stage of processing and the delivery service, so a correction cannot be assumed until it has been confirmed.
Returns and refunds
Let's find the next step.
If a pair is not right for you, or there is a problem with your order, start by telling us what happened.
Start a return enquiry
A return enquiry does not itself confirm that a return or exchange has been accepted. Keep any instructions you receive with your order records.
- Contact us with your order number and the item you would like help with.
- Explain whether the issue concerns fit, a change of mind, damage, or an incorrect item.
- Ask for the applicable return instructions and destination before sending a parcel.
While you decide
Try footwear on a clean indoor surface and keep the packaging and labels while you assess the fit. This helps preserve the condition of the item while you decide what to do next.
Damaged, faulty, or incorrect items
Describe the issue when you contact us. Photos of the item and packaging can help with the review. Keep the item and packaging, and ask for instructions before returning it.
Advice about trying on or keeping packaging is not intended to restrict any rights you have under applicable consumer law.
If return instructions are provided
Use the destination and shipping method in those instructions. Pack the item securely and keep your dispatch receipt and tracking details. A parcel sent to an unrelated office or billing address may not reach the team handling your return.
Questions about a refund
Keep any refund confirmation you receive. If a refund has been confirmed but is not visible on your account, check with your payment provider and contact us with the order number and confirmation details. Bank posting time can differ from the date a refund is issued.
Size and fit
Find your starting point.
Measure first, then check the guide for your chosen style. Fit is about shape and feel as well as the number on the box.
Measure both feet
Wear the type of socks you expect to use with the shoes. Measure carefully and check the unit used by the product's size guide; a foot-length measurement is not the same as an insole measurement.
- Place a sheet of paper on a firm, level floor with one edge against a wall.
- Stand on the paper with your heel gently against the wall and your weight distributed naturally.
- Mark the end of your longest toe and measure from the wall edge to that mark.
- Repeat for the other foot. Record both measurements and use the longer foot when comparing with a length-based size chart.
- If a style provides width guidance, measure across the widest part of each foot and follow that chart's instructions.
Check the individual style
Size labels and conversions vary between brands and styles. Use the chart provided for the item, together with any fit notes. Avoid relying on a general conversion when a product-specific guide is available.
If you are between sizes, consider the style's shape, fastening, intended use, and your preferred amount of room. There is no single rule to size up or down for every shoe.
Check the feel indoors
Try both shoes on a clean indoor surface. Your toes should have space to move, and the shoe should feel secure without uncomfortable pressure. Do not rely on painful tightness disappearing with wear.
If a pair does not feel right, stop the try-on and review your return options before wearing it outside.
Shoe care
A little care goes a long way.
Start with the instructions for your particular pair. Material, colour, finish, and construction all affect how footwear should be cleaned.
Before you clean
- Read the item's care label or the manufacturer's instructions.
- Remove loose surface dirt gently before applying a cleaning product.
- Choose a product made for the material and finish, and test it on a small hidden area first.
- Do not machine-wash, soak, bleach, or tumble-dry footwear unless its care instructions specifically allow it.
Let the material lead
Smooth leather, suede, nubuck, textiles, and synthetic materials can need different care. A cleaner suitable for one may stain or change another. For mixed-material shoes, follow guidance that accounts for every affected surface.
Decorative finishes, metallic coatings, prints, and trims can be especially sensitive. Avoid strong rubbing and stop if colour or finish transfers during a spot test.
Dry and store thoughtfully
Allow damp footwear to dry naturally in a ventilated place away from direct heat. Avoid radiators, dryers, and strong direct sunlight. Follow the product's instructions before using stuffing or a shoe tree to support its shape.
Store clean, dry shoes away from damp conditions. Give each pair room so straps, uppers, and trims are not crushed.
Keep an eye on wear
Check soles, fastenings, and seams regularly. If something appears damaged, loose, or unsafe, stop wearing the pair and ask for advice. Cleaning cannot repair structural damage.
For a question about an item, include the style name and explain the material or problem you are unsure about.
About the store
A little more thought about what goes on your feet.
The right pair starts with your day: where you are going, what you like to wear, and how you want your shoes to feel.
Start with everyday life
A workday, a weekend away, or a walk around the neighbourhood can call for different shoes. We want the shopping experience to leave room for those differences, with a focus on style, fit, and the details that matter to you.
Look a little closer
Before choosing a pair, consider its shape, materials, fastening, and intended use. A familiar size is only part of the decision. The individual style and your own preferences matter too.
Have a question?
If you want help understanding a product detail or an order, tell us what you need. Include the style name or order number so your question has a useful starting point.
Privacy notice
Your information, explained.
This page explains the information involved when you browse, place an order, or ask for help.
Information you share
An order or enquiry can involve your name, contact details, billing and delivery addresses, order details, and the information you include in a message. Please share only information relevant to your purchase or request.
Do not send payment card numbers, passwords, or identity documents through the contact form.
Orders and customer support
Information needed for a purchase or enquiry is used to handle that request, communicate about it, and maintain relevant business records. The services involved can include the store platform, payment providers, delivery services, and customer support tools.
Information used for an order is separate from any choice to receive promotional messages. Review the information presented when you subscribe to marketing.
Browsing and cookies
Websites can use cookies and similar technologies to support a shopping session, remember choices, and understand use of the site. The cookie information page explains these categories and the controls available to you.
Your choices and questions
Privacy rights and the options available to you depend on where you live and the information involved. You can contact us to ask about access, correction, deletion, or a concern about how information is used.
Include enough detail to explain your request without sending unnecessary sensitive information. A request may require verification before personal information can be disclosed or changed.
Cookie information
Small files. Useful choices.
Cookies and similar technologies help websites keep a browsing session connected. Some support essential functions; others serve additional purposes.
What cookies do
A cookie is a small file stored by your browser. It can help a website recognise a session, remember a preference, or connect an action across pages. Similar technologies may serve related purposes without storing a traditional cookie.
Understanding the categories
These categories describe common uses of cookies. A description of a category does not mean that every technology in that category is used on this store.
- Essential technologies support functions such as a shopping bag, security, and the checkout session.
- Preference technologies can remember choices such as language or region.
- Analytics technologies can help explain how people use a website.
- Advertising technologies can connect browsing activity with advertising or measure a campaign.
Your browser controls
You can use your browser settings to block or remove cookies. Blocking essential cookies may affect features such as the shopping bag or checkout. Deleting a cookie does not necessarily delete information already held by a service.
Questions about information use
Terms of service
Shopping terms.
Please review the details of your purchase and the policies linked here before placing an order.
Before placing an order
Check the product, colour, size, quantity, delivery address, shipping option, and final total at checkout. Use accurate contact details so messages about your order can reach you.
The available payment options are displayed at checkout. Keep your order confirmation and any messages about changes or delivery.
Product information
Read the description and sizing information for the particular item you are considering. Product colours can appear different across screens and lighting conditions. The shape and fit of footwear can vary between styles.
Delivery and returns
Review the shipping and return information that applies to your purchase. Contact us promptly if your details are incorrect or an item arrives with a problem.
Using the store
Use the website lawfully and respect other people. Do not attempt to interfere with the site, gain unauthorised access, submit malicious content, or use another person's information without permission.
Brand names and product identifiers refer to their respective owners. Their appearance in product information does not transfer rights to those names or materials.
Your rights and questions
Nothing on this page is intended to exclude rights or remedies that cannot be excluded under applicable law. If you have a question about an order or these terms, contact us and include the relevant details.
