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Here To Help!

Ordering

  • 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: 

    - Visa
    - Mastercard
    - KBC/CBC Online
    - Belfius
    - iDeal
    - Giropay
    - Sofortüberweisung

    You can also pay by PayPal. Take your pick! 

    If you’re lucky enough to have a schuh Gift Card, you can use this too!

  • 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 Experience Team who can try to locate your perfect shoes.

  • I need to 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 Experience 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

  • What size should I order?
  • We have added a size guide page which gives size conversions for every brand we sell to make sure you get the perfect fit for your new shoes! If you can’t find your size or need advice on sizing, get in touch with our Customer Experience Team.

  • 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 your browser bar changes from ‘http’ to ‘https’ and the locked padlock appears, this indicates you're on a secure page. We are an ISIS, ISID and VeriSign Secured accredited retailer so you know your online security is assured when shopping on the schuh website.

  • Do you stock vegan shoes?
  • We do! Shop our great range of vegan shoes here.

Delivery

  • How long will delivery take and how much will it cost?
  • International deliveries will reach you within 2-7 working days once your order has been placed and payment has been authorised. To view a full list of delivery options, countries and prices, check out our delivery info page.

  • Where do you deliver to?
  • We deliver to countries within the EU and some countries outside of the EU too! See our delivery page for a full list of the countries we deliver to and shipping costs.

    Looking for delivery to the UK, ROI or Germany? Visit our UK site, www.schuh.co.uk, our ROI site, www.schuh.ie or our German site, www.schuh.eu/de-de/.

  • Why don't you deliver to my country?
  • We’re really sorry if your country isn’t listed on our delivery page. Due to licensing restrictions with the brands we sell we’re unable to offer delivery of orders to countries not listed on our delivery 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.

  • Who will deliver my parcel?
  • For International orders, we use UPS who offer a swift and secure ‘signed-for’ delivery service, and we’ll send you delivery updates by email and SMS

  • Do you deliver to PO Boxes?
  • We can deliver to PO Box addresses Internationally, simply input the following details into the fields in the delivery address form:

    - A business/building name/building number
    - Street Name
    - City

Tracking

  • Can I track my order?
  • As soon as your order is despatched we’ll send you an email with a link to the couriers 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 have 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.

Returns

  • What is your Returns Policy?
  • We hope you LOVE your new shoes! However, if they’re unsuitable for any reason take advantage of our amazing returns policy:

    - 365 days – yep, a whole year! – to return unused, unsuitable items.
    - Post your items directly back to us.
    - Friendly service if you’ve had a problem. 

    Check out our returns page for more information.

  • What if the shoes don't fit me?
  • We stock LOTS of different brands and – just like clothing – they sometimes vary in their sizing, so make sure to check out our size conversion charts for guidance. If you’re shoes are not an ideal fit, we still have our 365 days Returns Policy.

  • Can I return my order to a schuh store?
  • Yes you can! Providing the shoes are in an unused condition, the store can either refund your order or you can exchange the shoes for something else. We currently have stores in Germany, Uk & Ireland. Use our store locator to find your closest store.

  • What's happening with my return?
  • If you’ve returned your item by post, we will contact you via email within 3 days of receiving it. If you haven’t received an email, check with the courier you used to make sure they’ve delivered the item. If the courier confirms that the item was delivered to us more than 3 days ago, email us and we’ll check for more details for you.

  • 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.

    Returning footwear to a store

    Items purchased on our UK site or in one of our UK stores can be returned to any UK 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:

    schuh Returns
    schuh Ltd
    1 Neilson Square
    Deans Industrial Estate
    LIVINGSTON
    West Lothian
    UK
    EH54 8RQ

    Our Customer Experience Team will contact you once your return has been processed.

Giftcards

  • Where can I redeem my schuh Giftcard?
  • You can use your gift card as full or part payment when ordering online. To redeem your gift card online, enter the gift card details when prompted on the payment page. To check your balance, use our giftcard balance page.

Student Discount

  • Do you offer Student Discount?
  • Yes we do! For a limited time only students get 10% discount on all purchases, including sale items*. Use our Live Help service and show your card to a staff member to get your discount code to use online straight away. 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. 

schuh Kids

  • What is schuh kids?
  • schuh Kids is a range of childrens fashion footwear for boys and girls, in kids size from Crib 0, 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?
  • All of our schuh Kids products are available to order online at www.schuh.eu or via mail order on 0044 1506 468 733.

  • 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 Fitting Guide Video or our kids page for more info.

  • 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.

Everything Else!

  • Why should I sign up for a 'myschuh' account?
  • Create an account and receive benefits such as:

    •  Promotional offers/discounts
    •  Competitions
    •  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.

  • 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 Experience 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 sale or any other discount or offer.

Contact Us

  • 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 to the right of the page and we'll connect you to a member of our friendly team straight away. 

    Email us at help@schuh.co.uk. We'll get back to you within 1-2 hours of receiving your message, during working hours. 

    Monday - Thursday: 0830 - 2030
    Friday: 0830 - 2000 
    Saturday: 0900 - 1800
    Sunday: 0900 - 1700 

    International customers please call 0044 1506 468 733. 

    If your query is for any department other than the Customer Experience Team at schuh, please call 01506 460 250. 

    If you'd like to write to us, drop us a line at the following address. 

    schuh Customer Experience Team
    1 Neilson Square
    Deans Industrial Estate
    LIVINGSTON
    EH54 8RQ 

    We look forward to hearing from you!

  • Complaints
  • 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 complaints@schuh.co.uk and a member of our complaints team will be in touch.

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