FAQ's

Who are you?

Shoetail is a trademark of Clickwise Ltd.  We are an established independant retailer of shoes and accessories.  We have several websites associated with the sale of footwear and accessories.

Our registered company number is 06866080.  Our VAT number is 978071777.

Where are you located?

We operate from our large modern warehouse facilities in Leicester, UK.  Our address is 49 Forest Road, Leicester, LE5 0DW.  Although at present we are not open to the public, we welcome you to come in and try your item on before purchase by appointment.

If you have seen shoes that you like, please contact us by email or phone to enquire about availability. 

If you are collecting from us, there will be no P&P to pay. 

Our opening times are Monday to Friday 9.30am to 6pm and Saturday 10am to 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 Shuperb, so we accept Maestro, Visa, Visa Delta, MasterCard, Visa Electron and PayPal as payment types. 

Is it safe to shop online at Shoetail?

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:

  1. 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.
  2. Order Processing - this confirms that payment has successfully been taken and that we're about to prepare your order in our warehouse.
  3. Dispatch Confirmation - this confirms that your order is on its way to you. 

When will you take payment for my order?

We will take payment from you immediately at the point of you placing your order with us.

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.

I am an international customer, do you have an alternative contact number?

Yes, you can call us on +44 116 326 0605.

Can I amend an order once I’ve placed it?

Yes, in most instances this is not a problem providing you contact us within 24hrs of your order being placed.  Please contact us as soon as possible so we can amend the order before it goes through our order 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 refuse to ship an order if we feel there is any abuse of this system or if we feel there is potentially fraudulent activity taking place.

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.

Do you deliver worldwide?

We deliver to 40 countries around the world and hope to add more soon.  If you cannot find your country listed at checkout, please email us and we will let you know if your country can be added.

Can I track the status of my order?

At the moment, we do not have an online tracking facility available.  However, feel free to email us and we will provide you with as much information as possible regarding your order.

Do I have to sign for the delivery when it arrives?

It all depends on the item you are purchasing.  Generally, more expensive items usually require a signature.

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 or collect from your local sorting office.  You will need to follow the instructions left on the calling card from the Royal Mail.

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 and at your own risk.

If your item was sent by courier and you were not in to receive the item, the courier 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, but if you want to return anything for any reason, we’ve tried to make it as easy as possible.

You can return anything you've bought from our website, provided you take reasonable care whilst the item is in your posession. This means you can look at and try items on as you would in our store, but you must not remove any labels or protective strips or wear them outside.

Time Limits:

UK Refunds: 7 working days from date of receipt.
UK Exchanges: 28 calendar days from date of receipt.

International Refunds: 28 calendar days from date of receipt.
International Exchanges: 60 calendar days from date of receipt.

How can I contact Customer Services?

You can email us via our contact page or call us on (0844) 88 49 330 between 9am and 5pm Monday to Friday or between 9am and 2pm on Saturday.  We are closed on Sundays and UK bank holidays.

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 feel free to send us an email asking for a senior member of staff to review your complaint.  Alternatively, you can call us and one of our supervisors will be more than happy to assist you with your query or complaint.