Where is your store?
We are an independant shoe retailer and have been for over 25 years. We have a single retail outlet. Our address is located on our contact us page. If you have seen shoes that you like, please contact us by email first to enquire regarding availability in-store.
If you are collecting from the store, there will be NO p&p charge. We are open Mon to Sat 10.30am and 7pm and on Sunday between 12pm and 4pm.
What payment types can I use to shop online?
We’ve tried to make it as easy as possible for you to shop online at SHOeTAIL, so we accept Switch/Maestro, Solo, Visa, Visa Delta, MasterCard, Visa Electron, Google Checkout and PayPal as payment types.
Is it safe to shop online at SHOeTAIL.co.uk?
We’ve taken every possible step to make our site as secure as possible for your peace of mind. We use the very latest SSL encryption technology when taking your payment details and we take the security of your personal data very seriously.
What will happen when I place my order online?
When you’ve placed your order, you’ll get emails at each of the following stages:
- Order Acknowledgement - this lets you know we've received your order. Please check this email to ensure details such as size, colour, delivery address etc are correct.
- Order Processing - this confirms that payment has successfully been taken and that we're about to prepare your order in our warehouse.
- Dispatch Confirmation - this confirms that your order is on its way to you.
When will you take payment for my order?
Where an item is available (as is the case 99% of the time) we will take your payment within 24hrs of you having placed the order. If the item is not available for immediate dispatch we will email or telephone you to discuss the options available.
What if I have a problem placing my order online or I’m not sure it’s gone through?
If you receive acknowledgement and confirmation emails then your order has gone through okay. If you did not select the size required or selected the wrong size, please contact us ASAP. If you aren't sure or need some help, contact Customer Services. If you are having general problems ordering online or do not wish to enter your card details online, you may call us on (0844) 88 49 330 and we will be pleased to help.
Can I amend an order once I’ve placed it?
Yes you can. Please contact us within 60 minutes of placing your order so we can amend the order before it goes through our order process. Nevertheless, you should always make sure you review your order carefully as you go through the checkout process.
Can I have my order delivered to an address other than my home address, such as work or a friend’s?
Yes, you can ask for your order to be delivered to an address that is different to your home address when you go through the checkout process. Please ensure your "billing address" is the same address as to which your payment card is registered. We reserve the right to ship to billing address only where we feel there are inconsistencies in information provided to us.
Which areas of the UK can you deliver to?
As well as the UK mainland, we can deliver to the Scottish Highlands & Islands, Northern Island, Isle of Man, Isles of Scilly, the Channel Islands and British Forces Post Office (BFPO) addresses. If you place an order for delivery outside the UK mainland you should allow a little longer for it to arrive.
Can I track the status of my order?
At the moment, the only way to track the status of your order is to write to email@example.com. Please ensure your email subject line reads "STATUS ENQUIRY" followed by your order number.
Do I have to sign for the delivery when it arrives?
It all depends on the item you are purchasing. Generally, items worth £39 or under will not require a signature. Items worth over £39 will generally require a signature upon delivery.
Fraudulent claims for items "not received" will be taken extremely seriously and the Royal Mail reserve the right to bring charges against "bogus" claims.
What happens if there’s no-one in when my parcel is delivered?
If your item was sent via Royal Mail, you will be left a card. You may rearrange a delivery date, collect from your post office (a small charge may apply) or collect from your local sorting office.
We also allow you to nominate a "safeplace" when checking out. A "safeplace" is a nominated safe area that your parcel may be left at in the event that you are not in to accept delivery. Please note leaving your parcel in your designated safeplace is at the discretion of the delivery driver.
If your item was sent by courier (Parcelforce) and you were not in to receive the item, Parcelforce will leave you a card. You can rearrange your delivery online or have the item delivered to your local post office where you can collect at your convenience.
What’s the returns policy for products bought online?
We hope you will be happy with every product you buy from SHOeTAIL.co.uk, but if you want to return anything for any reason, we’ve tried to make it as easy as possible.
You can return anyting you've bought from our website, provided you take reasonable care of them. This means you can look at and try items on as you would in our store, but you mustn’t remove any labels or protective strips or wear them outside.
For more details please see our Delivery/Returns section.
How can I contact Customer Services?
You can email us at info [at] shoetail [dot] com or call us on (0844) 88 49 330 between 9am and 7pm on Monday to Friday or between 11am and 7pm on Saturday. We are closed on Sundays and UK bank holidays.
Please note, due to high call volumes, you may be given an option to leave a message on our answerphone service. All voicemails are responded to within 4 working hours Monday to Saturday..
How can i make a complaint?
We hope none of our customers ever feel the need to make a formal complaint. However, we realise there are occasions where you may feel the need to raise your concerns regarding a product you purchased or the service you received.
Please email complaints [at] shoetail [dot] com and our senior management will personally deal with the issue(s) presented.