Here To Help!
- 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! If you still can’t find what you’re looking for, it may be out of stock – get in touch with our Customer Experience Team who can try to locate your perfect shoes.
- How many pairs can I order?
You can order up to 3 pairs of any one style per order, but we don’t limit how many different styles you can buy – go wild!
- What methods of payment do you accept?
Whatever’s easier for you! We accept:
- American Express
- VISA Debit/Delta/Electron
- schuh Giftcards
- 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 75 €.
- 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 the browser bar changes from ‘http’ to ‘https’ and the locked padlock appears, this indicates you’re on a secure page. Our site has been audited and accredited by Google Certified Shops, plus we’re enrolled in the MasterCard Securecode and Verified by Visa card payment protection schemes.
- Do you stock vegan shoes?
We do! Shop our great range of vegan shoes here.
- How long will delivery take & how much will it cost?
It’s up to you! We believe in giving you options so you can decide on what's convenient for you – we’ve got a delivery option to suit everyone’s needs, including Next Working Day delivery and UPS Access Point delivery. For our full range of services, including delivery timescales and costs, visit our delivery info page.
- Who will deliver my order?
All orders which are sent to German addresses will be sent with either UPS or Parcelforce International/GLS. The courier your parcel is sent with is dependent on where the stock is located. Items can be despatched from our stock locations in the UK or Germany.
- Do you deliver to countries outside of Germany?
Yes we do! We deliver to many countries in the EU and also some countries outside too! Please see our dedicated International website for a full list of the countries and shipping costs.
If you are wanting to select delivery to a country other than Germany, you'll need to hop over to our EU, UK or ROI site, which you can do by clicking the locale and language selector at the bottom of the page.
- Will I need to pay import duty?
We don’t apply any additional charges to your order, however, import duty, customs charges and delivery surcharges may apply if you’re ordering from outside of the EU. Our couriers will contact you directly prior to delivery, if charges are applicable. Make sure to check with your local/national tax and customs office for more info.
- Will all of the items in my order arrive together?
We’ll try our best to despatch all your items together, however, sometimes we’ll have to send these separately. Don’t worry, we’ll give you a tracking number for each parcel so you can keep an eye on the deliveries.
- 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 is the rest of my order?
If you've ordered more than one item, we may have had to despatch them separately. Don't worry, your remaining items shouldn't be far behind! We'll send you a separate tracking number for each parcel via email so you keep an eye on the deliveries.
- What's 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 our UPS Access Point service from a local shop that's close to you, It's FREE! Alternatively, return to a German branch of schuh 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 page.
- 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.
- 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.
Returns via UPS Access Point Locations
We've got a FREE and EASY returns service with UPS Access Point Locations. You can drop off your unsuitable return at one of more than 3,000 local shops in Germany which are open early til late. Did we mention it's FREE!? Find your closest Access Point by clicking here.
We'll send you an email, after your order has been despatched, with a UPS returns label to print off and instructions on how to use it. Just wrap up your parcel, stick the label on and hand it over to your local UPS Access Point. Remember to keep your receipt too.
Returning footwear to a store
Items purchased on our German site or in one of our German stores can be returned to any German schuh store. 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:
Limbecker Straße 70
One of our Customer Service Team will contact you once your return has been processed.
- Can I return my order to a schuh store?
Yes you can! Providing the shoes are in an unused condition, you can return footwear purchased on our German site or in a German store back to one of our stores in Germany for a refund back to the credit/debit card 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
- Whats happening with my return?
If you've returned your order via our UPS Access Point service using a label we provided you with, you should be able to track your return on the UPS website.
If you’ve returned your item by post, we will contact you via email within 5-7 working 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.
We would ask all customers to keep their return postage receipt handy until their return has been processed.
- How long will my refund take?
As soon as we receive your item back, we will process a refund back via the original payment method. If you have paid cash in-store, then we will contact you to take details to allow us to process the refund. PayPal refunds will appear instantly in your account. Card refunds can take up to and around 10 working days, depending on your bank.
- 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.
- Do you offer student discount?
Yes we do! Students get 10% discount on all purchases, including sale items*. Send us a picture of your student card showing the expiry date via Facebook Messenger to @schuhDE or send us an email to firstname.lastname@example.org. Alternatively, show your card in-store to receive your 10% off. Check out our student discount page for full info.
*Please note that promotional/student discount codes are not valid in conjunction with any other discount or offer.
- 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.eu/en-de or via mail order on 0208 45199024. 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 kids fitting guide page for more info.
If you aren't sure what size to order, just click the Live Help tab and one of our team will advise you on what size is best.
- 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 kids fitting guide 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's my local store?
To find your nearest store, get contact information and address details, as well as, information on new store openings, visit our stores page.
- Why should I sign up for a 'myschuh' account?
Create an account and receive benefits such as:
- Promotional offers/discounts
- Create Wishlists
- Track your orders
- View your order history
- 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.
Feedback of any kind is much appreciated, so thanks in advance!
- 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 any other discount or offer.
- How do I change my delivery country/language?
If you're looking for delivery outside of Germany, you can click our locale selector at the bottom of the page. This will allow you to choose between our UK, Irish and EU sites. Our EU site will allow you to select delivery to other countries in the EU. Please note that prices may vary between locales.
Currently all of our other sites are in English, you can also view this page in German by heading to our DE German site.
- 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 at the top of the page and we'll connect you to a member of our friendly team straight away.
Get in touch on facebook, drop us a message and one of our team will get back to you ASAP.
Email us at email@example.com. We'll get back to you within 1-2 hours of receiving your message, during working hours.
Monday - Friday: 1000- 1830
If you're calling from within Germany then please call us on 0208 45199024.
If you're calling from outside Germany then please call us on +44 1506 468 733
If your query is for any department other than the Customer Service Team at schuh, please call +441506 460 250.
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
We look forward to hearing from you.
We aim to provide you with the best service possible at all times but sometimes things can go wrong along the way. If you are unhappy with the service that you have received, please email us at firstname.lastname@example.org and a member of our Customer Service Team will be in touch.