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FAQs

Frequently asked questions


Promotions

  • Kids Offer New

Ordering

  • Help me find a shoe!
  • How many pairs can I order?
  • Can I buy online & collect instore?
  • What methods of payment do you accept?
  • Has my order gone through ok?
  • Can I cancel/amend my order?
  • Can I add another item to my order after completing the checkout?
  • Is your checkout secure?

Delivery

  • How will the Bank Holiday affect my delivery? New
  • How long will delivery take and how much will it cost?
  • Can I choose a date/time for delivery?
  • Who will deliver my order?
  • What is Shutl?
  • What is Collect+?
  • What if I'm not in to take delivery?
  • Do you deliver to countries outside of the UK?
  • Will I need to pay import duty for deliveries outside of the UK?
  • Do you deliver to PO Boxes?
  • Do you deliver to BFPO?

Returns

  • What is your Returns Policy
  • What if the shoes don't fit me?
  • Can I return my order to a schuh store?
  • What's happening with my return?
  • How can I return my order?

Tracking

  • Can I track my order?

Giftcards

  • Where can I redeem my Giftcard?

Student Discount

  • Do you offer Student Discount?

Schuh Kids

  • What is schuh kids?
  • Where can I buy schuh kids items?
  • How will I know what size to buy from the schuh kids range?
  • Do you offer a fitting service for schuh kids?
  • What is the Returns Policy for schuh kids?

Stores

  • Where is my local store?

Everything Else!

  • Why should I sign up for an account?
  • Problems logging in/forgotten password
  • How do I use my promo/discount code?
  • Can I leave feedback?

Contact Us

  • Need to contact us?

Kids Offer

During the month of August we are giving away a £10 voucher to customers who purchase selected Kids* products. If you qualify for the voucher, we will email a code (This may take a day or two) for you to use online or in store on any full priced product £30 or over. The voucher is valid throughout the month of September. Terms & Conditions apply.

If you require further information, contact our Customer Service Team.

Help me find a shoe!

You can browse our styles using the department tabs or the search box, and refine your search using the filters to view all our online stock, which is updated daily! You can also Check & Reserve stock in your local store. If you still can’t find what you’re looking for, it may be out of stock – get in touch with our Customer Service Team who can try to locate your perfect shoes.

How many pairs can I order?

You can order up to 5 pairs of any one style per order, but we don’t limit how many different styles you can buy – go wild!

Can I buy online & collect instore?

Yes! We offer exciting Click & Collect services available via our websites. Choose the option which suits you best:

One Hour Buy & Collect
From placing an order online to ready to collect in 60 minutes – our One Hour Buy & Collect service is available on stock held in your local store to let you order FAST! We’ll let you know via text and email when your order is ready to collect and all you do is pop in and pick it up.

Check & Reserve
You can reserve items currently in stock in your local store and we will hold the stock under your Click & Collect reservation until the end of the following day. We’ll confirm availability in 20 minutes via text and email then you can visit the store, try them on before choosing to buy.

What methods of payment do you accept?

Whatever’s easier for you! We accept:

  • - MasterCard
  • - VISA
  • - American Express
  • - VISA Debit/Delta/Electron
  • - Switch/Maestro
  • - PayPal
  • - schuh Gift Cards

Has my order gone through ok?

We send a confirmation email to you as soon as your order is placed – this should arrive within a few minutes. If it doesn’t, check your ‘Junk’ folder in case it’s hiding away there. If you still don’t have it, get in touch with our Customer Service Team and we can resend it to you. Don’t forget, if you have an account you can check the status of your order at any time too!

Can I cancel/amend my order?

As long as your order hasn’t yet been despatched we’ll be happy to cancel/amend it for you where possible – just get in touch with our Customer Service Team. Don’t worry if the order has already been despatched (sometimes we’re just too eager to get your order to you) - we’ve got our 365 day returns policy if you need to return your order.

Can I add another item to my order after completing the checkout?

We’re not able to add items to your order once it has been placed, unfortunately. You can place a new order for your item, and remember that Standard Delivery is FREE for orders over £5.00 going to the UK.

Is your checkout secure?

We take online security very seriously and our site uses the latest online SSL encryption software to ensure your details are safe. When your browser bar changes from ‘http’ to ‘https’ or the locked padlock appears, this indicates you’re on a secure page. Our site has been audited and accredited by Trusted Shops and Google Certified Shops, plus we’re enrolled in the MasterCard Securecode card payment protection scheme.

How will the Bank Holiday affect my delivery?

Monday 25 August is a UK Bank Holiday, meaning our couriers aren’t collecting or delivering that day. Delivery estimates in the checkout process will reflect this delay accordingly.

Visit our delivery page for more information on how this affects individual services.

How long will delivery take and how much will it cost?

It’s up to you! We believe in giving you options so you can decide on cost, speed and convenience – we’ve got a delivery option to suit everyone’s needs, including Saturday, Same Day & Time Slot delivery. For our full range of services, including delivery timescales and costs, visit our delivery info page.

Can I choose a date/time for delivery?

Yes! We’ve got a delivery option to suit everyone’s needs, including Saturday, Same Day & Time Slot delivery. For our full range of services, including delivery timescales and costs, visit our delivery info page.

Who will deliver my order?

  • - Mainland UK - ParcelForce & UPS
  • - Northern Ireland - City Air Express
  • - International - UPS
  • - Shutl - Deliveries made by a Shutl approved courier
  • - Collect+ - Orders delivered to a local Collect+ shop

What is Shutl?

Shutl offers you delivery from your local store FAST - in as little as 90 minutes - or you can choose a time slot that’s suitable! Select Shutl in the checkout and enter your postcode to check availability & receive a unique quote for time & cost. Plus, it’s FREE on orders over £75.

What is Collect+?

Collect+ allows you to pick up your order when it’s suitable for you from a local convenience store of your choice. Collect+ orders placed before 4pm will be delivered within 2 working days! For full info on Collect+ including returns and store locator, visit our Collect+ info page.

What if I'm not in to take delivery?

Don’t worry! The courier will leave a calling card to advise where they have taken your parcel. Our couriers may attempt delivery with a neighbour or take your parcel to a local post office. In some cases the courier may advise you to rearrange delivery.

Do you deliver to countries outside of the UK?

Yes we do! See our delivery page for a full list of the countries we deliver to and shipping costs. Due to licensing restrictions with the brands we sell we're unable to deliver to countries not listed on our delivery page. If your country is not listed, this means we can't deliver to you.

Will I need to pay import duty for deliveries outside of the UK?

Whilst we don’t apply any additional charges, if you are order from outside of the EU, import duty or custom charges may apply. Our couriers will contact you directly prior to delivery, if charges are applicable. You can contact your local/national tax or customs office for more info on import duty and customs charges.

Do you deliver to PO Boxes?

We can deliver to PO Box addresses in the UK & Internationally. Simply input the following details into the fields in the delivery address form:

  • - A business/building name/building number
  • - Street Name
  • - City
  • - Postcode

Do you deliver to BFPO?

Yes, it’s absolutely FREE. Simply input the following details into the fields in the delivery address form:

  • - First & Last Name: Enter Name, Service & Rank
  • - Address Line 1: Enter the Unit or Regiment
  • - City/Town: Enter the Operation Name
  • - Postcode: Enter the BFPO Number

What is your Returns Policy

We hope you L-O-V-E your new shoes! However, if it turns out that they’re not suitable for whatever reason, take advantage of our amazing returns policy;

- 365 days –yep, a whole year! - to return unused, unsuitable items
- Return your shoes via Collect+ , to a store or post them to us – whatever is more convenient for you!
- Friendly service if you’ve had a problem with your shoes

For our full policy and more information on how and where to return your shoes, the proof of purchase needed and for full Terms & Conditions, check out our returns policy.

What if the shoes don't fit me?

We stock LOTS of different brands and – just like clothing – they sometimes vary in their sizing. If you receive your shoes and they’re not an ideal fit, you can return the item in an unused condition, to receive an exchange or refund. Check out our returns page for more info and what you need to return them.

Can I return my order to a schuh store?

Yes you can! Providing the shoes are in an unused condition, the store will be able to refund the credit/debit care that was used to pay for the order, or you can exchange the shoes for something else! Check out our returns page for more info and what you need to return the item.

What's happening with my return?

If you’ve returned your item by post, we will contact you via email within 3 days of receiving it. If you haven’t heard from us, contact the courier you used to check they’ve delivered the item. If this is the case, please contact us.

How can I return my order?

Whether you’ve purchased your item online or instore, our returns policy is simple and fair, and you can return your items to a store or by post – whichever is the most convenient.

Returning footwear to a store

You can return your footwear to any of our high street branches. For store locations and opening times, check our Store Info page.

Returning footwear by post

Enclose your completed returns form or a note with your name, address, contact information and if you’d prefer a refund or exchange, along with your proof of purchase with your footwear, wrap it securely and send it via some form of recorded or registered post to the address below:



Schuh Returns
Schuh Ltd
1 Neilson Square
Deans Industrial Estate
LIVINGSTON
West Lothian
UK
EH54 8RQ

Our Customer Service Team will contact you once your return has been processed.

Can I track my order?

As soon as your order is despatched we’ll send you an email with a link to the courier’s website and tracking number to allow you to view up-to-date tracking on your order. If you haven’t received the email, check your ‘Junk’ folder, in case it’s hiding away there. If you’ve not received the email within a few hours, please contact us.

Where can I redeem my Giftcard?

You can use your giftcard as full or part payment in our stores and online. Find your closest schuh store by using our store locator or redeem your gift card online by entering the details when prompted on the payment page. To check your balance, use our gift card balance page.

Do you offer Student Discount?

Yes we do! We offer students 10% discount on full price purchases. Use our Live Help service and show your card to a staff member to get your discount code to use online straight away. Alternatively, show your card in-store to receive your 10% off. Check out our student discount page for full info.

What is schuh kids?

schuh Kids is a range of childrens fashion footwear for boys and girls, in kids size from Crib size 0, right up through Toddler and Junior to a Youth size 5, from your favourite brands. View the full range of kids products here.

Where can I buy schuh kids items?

All of our schuh Kids products are available to order online at www.schuh.co.uk or via mail order on 0207 100 1515. We also have a full range of schuh Kids products in our stores. Use our store locator to find your local store.

How will I know what size to buy from the schuh kids range?

As we sell LOTs of different brands, sizing may differ slightly between them. There is a size guide on each product page to help you get the right fit for your childs feet. Check out our Fitting Guide Video or Kids page for more info.

Do you offer a fitting service for schuh kids?

Yes we do! We have a kids specialist in each of our stores who will be happy to measure and fit your childs feet as well as offer advice on the correct size for your child. Why not check out our Fitting Guide Video if you’re buying online.

What is the Returns Policy for schuh kids?

We’re pleased to offer the same returns policy for schuh Kids as we do for schuh. We really hope you and your child love their new schuh Kids footwear, but if it’s unsuitable for any reason, we’re happy to offer a refund or exchange on unused items that are returned within 365 days. Visit our returns page for full information.

Where is my local store?

To find your nearest store, get contact information and address details or get directions, as well as information on new store openings, visit the our stores page.

Why should I sign up for an account?

Create an account and receive benefits such as:

  • - Promotional offers/discounts
  • - Competitions
  • - Create Wishlists
  • - Track your orders
  • - View your order history

Problems logging in/forgotten password

If you’ve forgotten your password, use the ‘forgotten password’ link and enter your email address to reset your password. If you’re still having problems, get in touch with our Customer Service Team

How do I use my promo/discount code?

Simply enter your code* in the promotional/student discount code box at the checkout to apply your discount.

*Please note that promotional/student discount codes are not valid in conjunction with sale or any other discount or offer.

Can I leave feedback?

We love hearing from you and so we’ve created a section on our website to let you tell us ‘How was it for you?’ it’s really easy, just visit the How was it for you? page, fill out the details and we’ll publish your comments on our feedback page.

Need to contact us?

If our FAQ's didn't help, feel free to get in touch.

The easiest and quickest way to get in touch with us is to use our Live Help service. Simply click on the Live Help tab to the right of the page and we'll connect you to a member of our friendly team straight away.

Email us at help@schuh.co.uk. We'll get back to you within 1-2 hours of receiving your message, during working hours.

Monday - Thursday : 0830 - 2030
Friday : 0830 - 2000
Saturday : 0900 - 1800
Sunday : 1000 - 1700

UK customers can call our local-rate number 0207 100 1515.
ROI customers can call 018990141 (local rate) or 1800411084 (free phone from ROI landlines only).
International customers please call 00441506468733.

If your query is for any department other than Customer Services at Schuh, please call 01506460250.

If you'd like to write to us, drop us a line at the following address.

Schuh Customer Service Team
1 Neilson Square
Deans Industrial Estate
LIVINGSTON
EH54 8RQ

We look forward to hearing from you!
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