Frequently Asked Questions

What methods of payment do you accept?

We accept the following credit and debit cards; Visa, Visa Debit, Visa Electron, Maestro and MasterCard or Amazon Checkout.

Is your checkout secure?
Here at Mr. Shoes we take online security very seriously and have the latest online security encryption software to ensure your details are kept safe.

Can I place my order by phone?
Yes, of course. If you do not want to set up an account or place an order online then we can take your order over the phone. This is a personalised service and any questions you have can be answered by one of our customer service team members. Simply contact us on 01953 452590. Lines are open 9am – 5pm Monday to Friday.

Has my order processed ok?

Within 30 minutes of you placing an order with us, you’ll receive a confirmation email with your order number. If you haven’t received an email, please check your ‘Junk Mail’ folder as many email accounts will automatically ‘Junk’ any emails that are sent from unrecognised email addresses. To prevent any future confirmation emails from us going into your junk mail, add orders@mr-shoes.co.uk to your address book. That way we’ll always be able to get in touch with you about your order.
If you placed your order with us over the phone you will not automatically receive a confirmation email. If you would like a confirmation email for your purchase please request one when placing your order with the customer service team.
If you still haven't received a confirmation email within a couple of hours, email or call our customer service team who will happily check your order for you. Click here to contact us.
I need to cancel/amend my order.
Orders can be cancelled or the style, size and colour changed up to 1 hour after placing. Unfortunately after this time your order will have been processed and could be out for delivery with our courier. If your order has already been dispatched we will be unable to change any details of your order.

To cancel or amend your order please contact our customer service team within the hour via email at orders@mr-shoes.co.uk
or telephone on 01953 452590

Can I change my shipping address?

Once your order has been placed we are unable to change the shipping address for security reasons.

Can I use my store credit note online?

Yes, if you have a store credit note please contact one of the team, they will be able to advise you how to use it. Or alternatively
*Send the credit note to the Internet Department (Click Here for address)
*Include your contact details in with the credit note.
Once we have received your credit note we will create a unique online code equal to the amount you are credited. We will then contact you by email or phone to give you your unique online code.
Please Note: That once your store credit note has been changed to a unique online code it cannot be changed back.

Can I part pay with my unique online credit note and credit/debit card?

If the value of your order is greater than the amount on your online credit note, you may use the full amount of your credit note and top up the payment with a credit/debit card. To do so: enter and redeem your unique online credit note code in your basket, then proceed with credit/debit card payment.

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

That depends. We have several delivery options available for you to choose from.
Standard UK Delivery - £3.99. Then £1 per additional item.
Delivery between 3-4 working days (Monday to Friday)
Express UK Delivery - £5.95. Then £1 per additional item.
Delivery between 1-2 working days (Monday to Thursday)
International Delivery
Please see our delivery page for more information on international deliveries Click Here
Click & Collect – Free
Delivery up to 10 working days to the store.
For more delivery information Click Here

Do you deliver to countries outside of the UK?

Yes we do. We deliver to Europe and the rest of the world. See our delivery page for a full list of countries we deliver to.

Who will deliver my parcel?

We use three different couriers, Royal Mail, DHL and Interlink, and what courier we use depends on what is best for your delivery area. For orders going to Mainland UK we use Interlink. Orders going to Jersey, Guernsey, the Scottish Islands/Highlands, Northern Ireland, British Forces Post Offices and all ‘Isles’ (Isle of Wight, Isle of Man, Isle of Lewis etc.) will be sent via Royal Mail.
Deliveries going to an International address will be sent via DHL wherever possible. If the order cannot be delivered by DHL we will post it via Royal Mail who will then pass it on to your local postal company.

Will I need to pay Import Duty for delivery outside of the UK?

We don’t apply any additional charges to the cost of your order. However, Import duty, Custom Charges and Delivery Surcharges may apply to your delivery country if you are ordering from outside the EU. Please check with your local or national Tax or Customs office for further details.
Any taxes or duty fees incurred to ship abroad are the responsibility of the customer and these costs cannot be reclaimed from Mr Shoes.

Can I track my order?

Yes. Once your UK Mainland order has been dispatched you will receive a free text or email with all your tracking details.
If your order is being sent to Jersey, Guernsey, the Scottish Islands/Highlands, Northern Ireland, British Forces Post Offices, the ‘Isles’ (Isle of Wight, Isle of Man, Isle of Lewis etc.) or an International address and you would like to track your order please contact us at orders@mr-shoes.co.uk and we will happily provide you with your tracking details.

Can I have my item delivered to my local Mr Shoes store?

Yes! We offer a Click and Collect service to all our Mr Shoes stores. Please allow up to 10 working days for delivery. Your chosen store will then contact you to let you know your order is ready to collect. Print off your order confirmation and take it to the store, along with some photo ID, to collect you order.
Do you deliver to PO Boxes?
Yes. All orders being sent to a UK PO Box address will be delivered via Royal Mail. We can also deliver to International PO Box addresses, though the courier service we use to do so may vary.

Do I need to sign for my order?

Yes. All deliveries will need to be signed for by an authorised signature. Any unsigned for deliveries will be taken to the courier's nearest depot and you will be left a calling card with instructions on how to collect or rearrange delivery.

Can my order be left in a safe place/with a neighbour?

Yes. If you know you will be out during the delivery you can leave a signed note for your parcel to be left in a secure place at your delivery address or with a neighbour. Without a signed note your parcel will be taken to our courier's nearest depot to await collection or re-delivery. Please be aware that once our courier has received a signed note and left a parcel under your instruction, Mr Shoes cannot be held liable for any damages incurred to the parcel.
I’m missing an item from my order
Sometimes we don’t ship everything from the same warehouse, so some of your items may arrive at different times. However we do aim to get your order to you within the estimated delivery time.
If you are still waiting to receive an item after the estimated delivery time has passed, then please contact one of our customer service team members on 01953 452590 or orders@mr-shoes.co.uk and they will assist you further.

What if the shoes don’t fit me?

Here at Mr. Shoes we have a huge range of different brands and, just like clothing, standard sizes can sometimes vary. If you have received a pair of shoes and they don’t fit, you can return them to us unworn and get your money back. Click Here to have a look at our returns policy for more information.
I’ve received a shoe in a half –size when I ordered a full
The American shoe sizing system is far more complex than the UK one and occasionally US brands will convert their US sizes into UK half sizes. If you have received a half size, please do not worry, you have been sent the correct shoe - to ensure consistency with our sizing, we always follow the internationally recognised European sizing system. However, if you still think you haven’t received the correct size, please contact our customer service team on 01953 452590 or orders@mr-shoes.co.uk.

How can I return my order?

If you would like a refund on your order, you have 7 days to return them back to us here at Mr. Shoes in the same condition in which you received them. The 7 days start from the date that you received the goods. After this 7 day period we will not offer a refund for any unwanted goods. However, we will gladly exchange your goods within 21 days from the date purchased.

Currently we do not offer a free returns service however we appreciate that this can be a hassle for you if your shoes are not quite right. That's why we would like to take the hassle out of returning your shoes to us. We can organise a collection for you from your desired address (work or home) and return the unsuitable items to us here at Mr Shoes HQ within 3- 5 working days. This will save you the hassle of going to the post office and paying a large return postage cost. We can offer this service to you for£4.99. If you are returning more than one item it will be an additional £1 per item. If you would like us to book a collection for you please call our customer care team on 01953 452590 with your order number and payment details and we will happily get that organised for you.

Please Note:

*We will not be able to exchange any International orders, however we will happily refund your order so that you may place a new one with us.
*You will be responsible for all postage costs, unless the order you received was faulty or incorrect. (if faulty only 2nd class cost will be refunded unless otherwise agreed).
*We always recommend that you return your order back to us via a 1st or 2nd Class recorded delivery service or our own service. Please retain proof posting from your shipper. Without this we cannot be responsible for any items that fail to reach us. We will only refund 2nd class costs.
*All orders being returned must be sealed in their original box.
*Make sure that your correct contact details placed with the returned order. If there are no contact details with the returned order we will not be able to process a refund or exchange.

Where do I send my returned order?

Our returns address is:

Technology House

Roundtree Way

Norwich

NR7 8SH

Can I return my order to a Mr Shoes store?
Yes. If you have a local Mr. Shoes store you can take your shoes back to them along with your order/proof of purchase.
Please note the store will not refund the order; they will send a request for the order to be refunded by the Mr.Shoes Internet Department.
To find your local store Click Here

How long will it take for me to receive my refund?

As soon as we have received your item back at the Internet Department we will start the refund process. It can take up to 48 hours for us to issue the refund back onto the card that you used to pay for the item, and it may take up to 3-4 working days for the refund to show on your bank statement.

For further details on our returns policy Click Here

How do I redeem a promotion code?

You can redeem your promotion code by entering the code in the 'Promotion Code' box in your basket.
Do you ever have a Sale?
Yes we do! We have many different promotions running throughout the year. The best way to receive news on our latest offers and promotions is to sign up to our newsletter or like our Facebook page.
Click Here to sign up to our newsletter
Click Here to like our Facebook page Mr-Shoes
Do you have sales instore too?
Yes we do run sales through our stores but Mr. Shoes Online and the Mr. Shoes stores run separate promotions - meaning you will not always be able to get the same promotion in our stores.

Why are the prices different online and in store?

Occasionally our stores may run special local promotions that are not available on our website, also we may run online promotions that will be exclusive to online customers only.

How does the Buy One Get One Half Price offer work?

Buy one pair of shoes, get a second pair half price. Simply choose two pairs of shoes add them to your basket. The half price discount will then be applied to the cheapest of the two items - no code needed. The Buy One Get One Half Price offer also applies to bags and clothing. All styles, colours and sizes in the offer are subject to availability. Offer applies to full priced items only and cannot be used in conjunction with any other offer.

What size do I need?

All our products are sold as UK sizes however sizes can vary within the different brands. If you are unsure what UK size you need then please see our size guide below:

Women

Men

Do you sell half-sizes?

Here at Mr Shoes we do not sell half sizes. However, on the rare occasion that we do have half sizes in stock, the half sizes will be made clearly available on the product page under the ‘Choose Size’ option.

What about the colour and finish of shoes?

We make every effort to display colours and finishes of shoes on our website as accurately as possible. Please note that shoes with distressed and worn finishings may vary (this is part of their unique design and appeal) and also that the colour of products depends on the settings of your
monitor.

How can I search for a product?

There are a lot of different ways to help you search for products on the Mr Shoes website. A top menu bar is visible on all pages, simply hover over the menu with your cursor and click through to the style you are looking for. You can then narrow down your search by brand, style, colour or size by selecting any of the options along the left hand side of the product page. There are also handy shortcuts to popular trends on the homepage and website banners. And finally we have a search bar at the top of the page where you can type in and search for specific keywords, product names and product codes.

Why can’t I log on to my account?

If you are having problems logging in to your account, make sure that you have typed the correct email address and password. If you are still can’t log in call us on 01953 452590.

Please Note: Sometimes the Mr. Shoes website will not except your username and password if you press the return key on your keyboard so to make sure you click the 'Sign In' button instead.
Click Here to log into your account.

I’ve forgotten my password

If you have forgotten your password then simply click the ‘Forgot your password?’ link (underneath the ‘Sign In’ button) and follow the instructions.

Do I need an account to place an online order with Mr Shoes?

No, we have a quick checkout option that you can order through. But by creating an account with us you can check out faster and update your profile information for future orders. We can also take orders over the phone, if you would like to place an order over the phone simply call 01953 452590.

How do I create an account with Mr Shoes?

It's really easy, just Click Here and follow the simple instructions to begin creating you own personal Mr Shoes account.

I’d like to receive more information on Mr Shoes products, do you have a newsletter?

Yes we do! If you’d like to receive our newsletter then simply scroll down to the bottom menu bar on our homepage, type in your email address and select whether you would like to receive news on women’s or men’s styles.

Where can I find Mr Shoes stores?

We have stores in the following locations: Bury St Edmunds, Norwich, Peterborough and Wimbledon.

Click here for our store directory and more information