Delivery & returns
Delivery's free. Returns are free. Here's the detail.
No thresholds to hit, no codes, no small-print surprises — just the few honest exceptions, spelled out below.
Getting them to you
Delivery
| Service | Cost | When it arrives |
|---|---|---|
| Standard UK deliveryAvailable on every order, no minimum spend | Free | 3–5 working days Dispatched within 1 working day |
| Next Working Day UK delivery. Order before 2pm.Available on every order, no minimum spend. Only available to the UK mainland. | £1 | 1 full working day Dispatched same day if ordered before 2pm |
| Scottish Highlands and Islands, Northern Ireland, and the Isle of ManPostcodes outside the mainland core | £5 | 3-5 working days Dispatched within 1 working day |
All orders placed with The Online Shoe Shop Ltd are shipped from our UK warehouse and sent as tracked delivery, so you can follow your parcel from dispatch to doorstep.
If they're not right
Returns
We want you to be happy with your purchase. If you change your mind, we will accept unworn returns that are notified within 7 days of receipt and returned within 30 days of purchase. Please return items in their original packaging and avoid sticking labels or tape to the original box — items returned in non-original condition may be refused. Customers are responsible for return postage costs unless the item is faulty. Refunds for returned products will be issued once the item is received and inspected.
If you receive a faulty, damaged or incorrect item, we will issue a full refund. Faulty goods should be reported and returned to us — we will refund the product cost after inspection.
Note: we cannot accept returns for items that have been worn and show damage resulting from wear.
Notify us within 7 days of receipt that you intend to return the item (include your order number and reason).
Pack the item in its original packaging without adding labels or tape to the original box.
Send the parcel back to us (return postage is paid by the buyer unless the item is faulty).
Once we receive and inspect the item, we will issue a refund to the original payment method. Refunds are for the item cost only — delivery and return postage (unless item is faulty) are not refunded.
If you need a replacement
Exchanges
We do not operate a direct exchange service. To change size or style, please place a new order for the replacement item and return the unwanted pair for a refund following the returns instructions above.
The questions we actually get asked
FAQs
How long until I get my order?
Typically 3-5 working days for UK delivery.
After 1 working day for Next Working Day UK Delivery.
See the table at the top of this page for more details.
Are returns free?
Return postage is usually the buyer’s responsibility unless the item is faulty.
Can I exchange for a different size?
We don’t offer direct exchanges.
You can buy the correct size and we will return the unworn and unwanted pair for a refund.
What if my item is damaged on arrival?
Report it immediately — we will refund faulty or damaged items in full.