Help Center

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Help Center

Welcome to the Shoe Healer Help Center!
This is dedicated to giving you the ability to find the information you need and fast.
You dont want to be running around looking for the answers to your questions, this is why we have answered all of the most frequent questions we get asked for you.

Shipping

Delivery

Where Do You Ship To?

We offer an international delivery service. When you are in the checkout page you will be asked to provide a delivery address. Our system will automatically provide delivery costs based on your chosen country. If your order is equal to or more than £150 then delivery to your chosen country will be free. (Canary Islands requires Special Delivery).

How Long To Deliver To UK?

We operate a next day delivery service with DHL and Parcel Force. The time it takes to deliver your order depends on whether or not the contents of your order are in stock. We do not currently have the capacity to hold stock of every size/colour/type of shoe for every brand. Very few hand-made shoe shops do. If your item is in stock you can expect a 24-48 hour delivery period depending on the time of purchase.

When Do You Dispatch Orders?

We aim to dispatch every order at the very earliest opportunity. If you order before 2pm your order will be dispatched the very same working day. If you place your order after 2pm, due to busy shop floors we cannot guarantee same day dispatch however we will always endeavour to do so wherever possible. If your order is not in stock it will be dispatched the same working day we receive your goods fresh from factory. This is usually a 48 hour delay.

How Long To Deliver International?

International deliveries are dispatched on a next day basis like domestic UK orders. However, due to international travel time this is often 48 hours. We ask that international orders leave up to 72 hours before contacting us regarding a missing order as it takes longer to reach some foreign countries.

Can I Track My Order?

Yes you can! If you are hold an account with us simply sign into your My Shoe Healer account and you can see the status of your orders in the Order History.

Alternatively and/or if you checked out as a guest then you can access the Order Tracking page from the Order Confirmation & Order Update email's you should have received from us after purchase.

Before you checkout you can also opt in to receive order updates via SMS.

You can also click the blue 'Message Us' icon at the bottom of any page to contact us via Facebook Messenger. From here, you can request Order Tracking Updates to be sent to you via messenger.

Returns

Do You Accept Returns?

Yes we do. You reserve the right as the buyer to request a returns and full refund if you are not happy with the item when it arrives. We can only accept returns within 28 days of the purchase date. The item's must be properly and securely packaged (original packaging wherever possible) and include everything that was sent out in the original order.

Can I Exchange An Item?

Absolutely. If you are not happy with the colour of your product, your item does not fit or maybe you've just changed your mind, we encourage you to contact us to initiate a returns process. Once your item/s are returned we will dispatch your new item/s. Please note that the buyer initiates a return at their own cost.

Damaged Item

We take care to make sure that your order is dispatched in pristine condition. We always check the contents of every box before carefully packaging for safe transit. If your item has arrived in an unsuitable condition then we recommend calling us immediately on 01302 329965 so that we can rectify the situation.

My Item Does Not Fit

In the event that your chosen size does not fit, we recommend calling us on 01302 329965. This way we can advise you on your next size as hand-made sizing doesn't always correlate with high street sizing. Once we determine the best alternative be it a new size or a new colour we will organise an exchange.

How Do I Initiate a Return/Exchange?

The easiest way to initiate a return or an exchange is to use our returns form. Simply complete the form and we will be in touch. This way, you can even contact us to inform us of your wish to return/exchange on a Sunday or after working hours.

Can I Cancel An Order?

Yes you can. If your order has not yet been dispatched then you can contact us to cancel it before it is dispatched. If your order has already been dispatched then we will need to wait until you receive the goods and then initiate a returns process.

Products

FAQ's

Are They All Handmade?

Yes! All of the shoes we sell are made by hand in England. This is why they are all of such a high regard for quality. There are over 260 processes involved in the making of most of our shoes and they are made to last.

Can I Have My Own Made?

Yes! Our suppliers are all master craftsmen and world leaders in what they do. We have an extremely good working relationship with Trickers with whom we are the largest independent retailer of exclusive Made to Order Trickers shoes. Whatever you are thinking of we can design it and create your very own unique shoe.

How Long Do The Shoes Last?

All of our shoes are made to last for life. If they are properly maintained and cared for they should last longer than a human lifetime. They are structurally strong, yet comfortable enough to wear all day long. We still see customers today bringing in their Great Grandad's shoes for a small regeneration and polish.

Why Are They So Expensive?

The price of the shoes reflects the time and effort spent handcrafting the shoe from nothing to something luxurious and long lasting. Not to mention the sheer quality of the materials used in making the shoe, like the 100% real leather. You really are paying for what you're getting here. And we know a lot of people who would tell you its absolutely worth it.

Whats The Difference Between Cheaper Brands?

Cheaper high street brands can be stylish and comfortable, but almost no other factory made shoe can match the quality of shoe from our trusted handmade brands. Many companies use glue to stick materials together which degrades in wet weather and splits. Other brands fill the gaps in the shoe with cheap cardboard. Most people buy new shoes every year with an average spend of £50-80. Our shoes will last you every year of your life. In theory, your saving money.

Information

How Are They Made?

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What Are They Made Of?

How Long Do They Take To Make?

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