Comfort, style & individuality
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Frequently Asked Questions

Ordering Shoes Online

Q: What happens when I place an order?

A: When you place an order on our website we will email you an acknowledgement which will confirm all relevant details. This acknowledgement is not acceptance of your order, which is at the point of dispatch.

We may need to refuse an order, which may result from one of the following reasons:

  • The product ordered being unavailable from stock
  • We cannot obtain payment authorisation from your card issuer
  • Errors within the product information including price or promotion

If there are any problems with your order we will contact you. While we will look to resolve any difficulties quickly and look to reach a mutually acceptable solution, we need to state that the contract is governed by the laws of England and any dispute between us will be resolved exclusively in the courts of England. Your statutory rights are not affected.

While we take all reasonable care, in so far as in our power to do so, to keep the details of your order and payment secure. However, in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.


Q: Can I order over the telephone?

A: Any item featured on our website or in one of our stores can be purchased by over the telephone by calling our Customer Service team on 01749 671709 Monday to Friday between 09.00 and 17.30 (excluding Bank Holidays).

Orders can be delivered to store at no additional charge, or delivered to an address of your choice for £3.99 (UK).

 

Q: Can I add to or edit my order?

A: Once you have placed an order and you receive a acknowledgement email, we are unable to add to your order. However we can remove or amend items within 12 hours of placing your order.

 

Q: What payment options do you accept?

A: We accept Visa, Delta/Connect, Visa Electron, Maestro, Solo, MasterCard, Amex or PayPal (online only).

Your order is accepted once your it has been dispatched.

All prices stated are inclusive of VAT at the current rates and the total cost of the order is the price of the products ordered plus the delivery charge, if applicable.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card raises any alerts due to discrepancies with your payment then we will notify you by email.

 

Q: Do you offer student discount?

A: We do not offer student discount at this time.

 

Q: When is payment taken?

A: When an order is placed the funds for the order are reserved with your card issuer. The funds are not debited until the order is dispatched. Payment can be declined by your card issuer at this time, we will advise you if this occurs via email to the address stated on your order.

Delivery and Collections

Q: How is my order delivered?

A: UK orders will be delivered by Royal Mail within 2 - 5 working days of dispatch depending on your location. You will receive a delivery notification via email and/or SMS from our Royal Mail on the day of your delivery.

Unfortunately we are unable at change a delivery address once an order has been dispatched.

We'll do our best to send you your whole order in one lovely bundle, however occasionally we may have to fulfill items from multiple locations. This may result in multiple deliveries on different days.


Q: How much is delivery to UK

A: UK Delivery - Our Standard delivery is £3.99, please allow 2-3 working days for your order to arrive.

 

Q: How long does delivery take?

A: We aim to deliver orders within one working week, however delivery will usually take place within 48 hours from the date of dispatch. Please note that if an order is placed outside of business hours (Monday to Friday between 09.00 and 17.30 excluding Bank Holidays) your order will processed on the next working day and the estimate of a week should be taken from then.

You will receive an email and/or an SMS notification from the courier advising you of an Estimated date of arrival. 

If your order is for delivery to Northern Ireland, the Highlands and Islands please allow extra time for delivery.

Please note that items may be dispatched separately from different locations.


Q: Can you deliver to a BFPO Address?

A: Yes, we can ship to a BFPO address. All BFPO addresses must be registered as UK, rather than the country you are posted in.

 

Q: Can I get an item delivered to a store?

A: Yes, delivery to a store or concession is free however will need to be placed over the telephone. We hope to be able to offer this service online later on this year. Please call 01749 671709 to place your order.

 

Returns

Q: How do I return an order or item?

A: We want to make returns and exchanges as easy as possible for you. If you are not completely satisfied with your online purchase you may return it to us within 28 days of receipt. For sale items, please return within 14 days for a full refund.

In-store purchases. We will be happy to give you an exchange or refund on Sale items purchased in-store if returned within 14 days of purchase.

All items must be returned in the condition they were sold, unworn, in original packaging. This does not affect your statutory rights in the event of faulty goods. We will not be able to accept the return of any item where there is evidence that these instructions have not been followed. 

Please visit our Returns & Exchanges section for full details of our returns policy and exceptions.

You can return items using the following options:

Shoon Stores (UK only):

  • Please take your Order Receipt or proof of purchase along with your item(s) to any Shoon Store. 
  • Please also bring the payment card with which you paid for your goods.
  • Visit our Stores page to locate your nearest Shoon.
  • This facility is not available at any Shoon concession or department store.

FREE Returns via Royal Mail  (UK only)

  • Create and print your returns label at home
  • Go to www.royalmail.com/track-my-return/pick-a-retailer and select 'Shoon' as your retailer
  • Your Royal Mail Tracked Returns label will be emailed to you along with return instructions 
  • Drop off your parcel at your local Post Office?
  • You can track your parcel at www.royalmail.com/track-your-item
  • We'll process your return with 10 working days

FREE returns via Collect+ (UK only)

  • Enclosed in your parcel will be a Collect+ returns label. Alternatively you can download a returns label at www.collectplus.co.uk/returns/new/shoon 
  • Write your order number or name on the Collect+ label
  • Peel off the returns label from the Collect+ insert and attach it on the outside of your parcel over your address.
  • Take your parcel to any of the 5000+ local Collect+ stores. You'll receive proof of postage and a code to track your return online. You must retain this until the item(s) are credited on your statement, as this enables us to trace your order.
  • You can find your nearest Collect+ store by texting COLLECT and your Postcode (e.g. COLLECT BA5 1UH) to 84555 or at www.collectplus.co.uk/shoon
  • Texts from 84555 are FREE to receive, texts to 84555 are charged at your standard network rate. Full terms and conditions at www.collectplus.co.uk/smsterms
  • We'll process your refund within 14 working days

Christmas Returns

Any orders placed on or before 17th December will be eligible for our free returns service up until the 14th January. For orders made after this date, please follow our standard 28 days returns policy as mentioned above. 

Any sale items purchased on or before the 23rd December will also be eligible for our free returns service up until the 14th January. For any items bought after this date, please return within the standard 14 days for a full refund.

During this busy period, it may take a little longer for your returned items to reach us and refunds could take slightly longer to process than the usual 10-14 days - please bare with us!

Orders placed during this time can still be returned to your nearest Shoon store for a refund or exchange. Just be sure to bring along your proof of purchase and the card you paid with. Please see above for more information on store returns.

 

If you would like to discuss the exchange or return of any item, please email customer service or telephone us on 01749 671709, Monday to Friday between 09.00 and 17.30 (excluding Bank Holidays).

Contact Us

Q: How do I contact SHOON?

A: We'd love to hear from you...

Pop us an email to customerservice@shoon.com

Drop us a line on 01749 671709

We are available between 09.00 and 17.30 Monday to Friday (excluding Bank Holidays).

Please note that during busy periods your call may be diverted to an answer phone. Please leave your name and number and we will endeavor to return your call as soon as possible.

You can of course write to us at any time using the address below:

Shoon (Trading) Ltd

Mendip Court,

WELLS,

Somerset,

BA5 3DG

 

Website

Q: Is our website secure?

A: All online purchases take place in a safe environment using the latest security technology to protect our customers.

Sensitive information such as your credit card details, name and contact details are encrypted to ensure your orders remain private and protected over the Internet. We accept orders only from web browsers that permit communication through Secure Socket Layer (SSL) technology. This means you will only be able to place an order through a secure connection and information passed between your computer and our website cannot be read in the event that someone else intercepts it.

If you have any questions regarding our credit card security policies please contact Customer Services on 01749 671709 Monday to Friday between 09.00 and 17.30 (excluding Bank Holidays).

Q: I am having difficulty using the website?

A: To help us solve the issue for you, please email us and include as many of the following details as possible, please cut and paste any error message that appeared on the screen into the email:

  • Your Operating System (e.g. Windows XP, Mac OS 9.0)
  • Internet Browser (e.g. Internet Explorer 6, Mozilla Firefox 3.5.1)
  • What URL you are trying to access (e.g. http://www.shoon.com/locations)
  • What time the problem occurred and what the problem is and we will try and get this rectified as soon as possible. 


Q: Why do the colour of my shoes differ from the colour on my monitor?

A: We have tried our best to display the colours of our products on the website as accurately as possible. However, please note that the colour of products depends on the settings of your monitor.

Privacy Policy

Q: What is your privacy policy?

A: We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

Collection of Personal Data

When you create an account with us, place an order or contact us via an online form, we may collect the following data about you in order to provide you with the best possible service:

  • Your name, sex, billing and delivery addresses, email, phone number and payment details.
  • Your user name and password
  • Your browsing and online shopping activities
  • Your date of birth
  • Your shoe size

We use your information only for the following purposes:

  • To process your orders
  • For statistical or analytical purposes to improve our website and our services to you
  • To send you our email newsletter to notify you of new products and offers that may be of interest to you.
  • To serve website content and ads to you on third party websites.

We will only share this information with service providers who help us to deliver our products to you, such as Sagepay, our online credit/debit card processing service, Paypal, and our courier Royal Mail. We will never sell or share your personal details on to third parties.

Use of cookies

Cookies are small pieces of information that are saved to your computer that track, save and store information used to analyse the way you interact and use our website. Our site uses cookies dropped by us or third parties for a variety of purposes including to operate and personalise the website to suit your preferences and improve your shopping experience. The cookies we use are Google Analytics in which all data is anonymous. You can read Google's privacy policy here for further information [http://www.google.com/privacy.html ].

Cookies may also be used to keep track of the products you've viewed and the contents of your shopping basket to serve ads to you on other websites. We may also use cookies to track the patterns of behaviour of visitors to our site.

For instructions on how to opt-out of receiving targeted advertising visit www.aboutads.info  or the NAI opt-out site at networkadvertising.org/choices

If you wish to refuse the use and saving of cookies from this website on your computer you can do so within your web browser's security settings.

Email Newsletter

If you provide us with your email address via forms on our website, during checkout, account registration, contact form or newsletter sign-up, our site allows you to opt-out of email marketing communication from us.

Our Email marketing campaigns contain link tracking facilities embedded in the content which allows us to track activity which is stored in Google Analytics and our email platform for future analysis and evaluation. This includes the opens, forwarding of emails, links clicked, times, dates and frequency of activity. This information is used to optimise future email campaigns and serve you with more relevant content based around your activity.

If you wish to unsubscribe from our marketing campaigns, you may do so at anytime via the unsubscribe link at the bottom of each email. Alternatively, you may email us at customerservice@shoon.com. You may also modify your details via the update your details link at the top of each email.

We will never share your email address or personal details with any third parties for the purpose of marketing or communications without your consent.

Products Reviews

From time-to-time we may use product reviews for marketing purposes. We may publish the Name, Date, Review Title, Comments and Review Score submitted on the product review form. We will never disclose your personal details.

Shoon.com reserves the right to edit or refuse to publish a review if we deem it unreasonable or offensive. We will always be truthful and try to resolve any problems that are brought to our attention.

Social Media Platforms

We will never ask you for personal or sensitive information through social media platforms but encourage you to contact us through telephone or email if you wish to discuss your order or any sensitive issues.

Our website uses social sharing buttons which help share web content directly from web pages to our social media platforms. We advise before using our social sharing buttons to note that the social media platform may track and save your request to share a web page respectively through your social media platform account.

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