01225 344501

FAQ

What Are Your Office Opening Hours?

The Mastershoe website support and customer services office is open Monday-Friday, 9am-5pm.

What Are Your Shops Opening Hours?

Click Me to view the store opening hours and contact information

How Do I Contact You?

You can contact us by telephone: 01225 344501
Or by email: support@mastershoe.co.uk

What If I Change My Mind?

If you decide you require a different colour or size in the product you have ordered, or no longer need it, simply contact us before the order is dispatched and we will do our best to amend or cancel the order for you. Please note, once an order has been despatched we are unable to make any changes.

How Do I Cancel My Order?

If you have recently placed your order and it has not been despatched, we can easily cancel the order for you. Simply contact us either by telephone (01225 344501) or e-mail us (support@mastershoe.co.uk)

I Haven't Received Any Confirmation Of My Order?

When an order is placed an email will automatically be sent to the email address provided to confirm the order. If you haven't received this email please first check your 'spam' folder, if you have still not received the confirmation email, please contact us either by telephone (01225 344501) or email (support@mastershoe.co.uk)

The Delivery Address On My Order Is Wrong, How Do I Change It?

If you require your order to be shipped to a different address than is shown on your order, please send us an e-mail with the correct address. We will change addresses as far as we are able but please be aware due to some restrictions it may not be possible for security reasons, this is to protect both ourselves as the seller and you as the customer. We will add a note to the order on your behalf. Please note, we can only change the delivery address on orders that have not yet been processed - once an order has been despatched we are unable to make any changes.

My Order Has Arrived But It Is Not What I Expected, What Do I Do?

Please contact us, we will do our utmost best to resolve any problems you have.

How Do I Return An Unwanted Item?

To return unwanted, unworn items, simply post the item back to us at:
Unit 9A,
Meadows Works,
Court Street,
Trowbridge,
Wiltshire,
BA14 8BR

You can also use our prepaid return label service by following the link that is provided in your despatch e-mail. If you made your original order on eBay or Amazon, you would need to purchase the label for £3.99. For international customers please contact us

As soon as they have been received your payment will be refunded. Please ensure a copy of your invoice is included with the return, so we can easily identify the order. For full information on our returns policy please Visit Here.

What Do I Do If I Have Lost My Invoice?

If you no longer have your invoice, simply put a short note in with the return stating your name and order number. Alternatively you can contact us and we will e-mail you a copy invoice.

How Do I Exchange My Item?

Unfortunately we do not operate an exchange service. If you need to change the size/colour of your item please return the item to us for a refund and place a new order for the required size/style/colour.

My Items Are Faulty, What Do I Do?

If you believe your items have a manufacturing fault, please email us at support@mastershoe.co.uk, please include your name, order number, an explanation of the fault and a couple of photographs showing the fault. A member of our team will be in contact with you as soon as possible. All e-mails are responded to within 1 working day.

How Long Will It Take To Refund My Order?

All returns are processed within 1 working days of arriving at our warehouse, refunds are initiated as soon as the return has been processed and you should receive an e-mail to confirm this. Please note that it can take a few days for the refund to be processed through the banking system and be returned to your account.

I Have Returned My Item But Have Not Received My Refund?

Please drop us an e-mail with your name, order number, approximate date the item was returned, and if you have one - the tracking number for the return. We can then investigate this for you.

Can I Return My Unwanted Item To Your High Street Store?

Absolutely, please see our returns policy for more information.

How Long Will My Order Take To Arrive?

We aim to despatch all orders as quickly as possible, Monday-Friday within 24 hours. However we have no collections from our delivery companies over the weekends and Bank Holidays, this means any orders placed after 2pm Friday afternoon will not be collected until Monday. Once an item has been despatched the usual delivery times are:

Free Service - Royal Mail Tracked 48 hour - usually 2-3 business days
£1.99 - Royal Mail Tracked 24 hour - Usually 1-2 business days
£6.49 - Next Business Day (ordered before 2pm) - The next working day (Mon-Fri)
International - Delivery times will vary depending on the destination, please allow up to 28 business days for delivery.
For more information please View our Delivery Page

What Are The Delivery Charges?

UK Orders: Royal Mail 1st Class Tracked: FREE
Royal Mail 1-2 Days Tracked: £1.99 per item
Next Working Day Service: £6.49 per item
International Orders: Europe: £9.99 (up to 2 pairs combined shipping)
International Orders: Rest Of World: £10.49 (up to 2 pairs combined sipping)
For Further Information Please Click Here.

Can You Deliver To A BFPO, APO or PO BOX Address?

No, sorry at this time we are unable to ship to these addresses

How Do I Find The Tracking Number For My Order?

Your tracking number is automatically sent on the afternoon of your order being dispatched. If you have not received your tracking details for any reason, please send us an email and we will reply with your tracking number. Click Here to send us an email.

Once I Have My Tracking Number, How Do I Track My Order?

To track your order simply click the applicable link below and enter your tracking number.
Royal Mail
DHL

My Order Hasn't Arrived Yet?

If your order hasn't arrived please contact us, we will be able to track the order and contact the delivery company on your behalf.

You Are Out Of Stock In The Size I Need, Can It Be Ordered From The Supplier?

If the style/size you require is out of stock, please send us an email and we will do our best to source a pair. Please note that occasionally this will not be possible due to lines being clearance or discontinued.

How Do I Know The Item Is In-Stock?

Our website is automatically updated and although there can be a short time lag, all stock is 99% correct. If you would like to check availability please contact us either by phone (01225 344501) or email (support@mastershoe.co.uk). Please note occasionally, on the rare occasion an item that has been ordered will be out of stock, you will be promptly emailed to inform you of this and your account will be refunded.

I Have Found An Item I Like On Your Website But Would Like To Try It On In-Store, Will My Local Mastershoe Shop Have The Item In-Stock?

If you have found an item you would like to try on in our Trowbridge high street store, simply contact us with the details of the item, your name and a contact telephone number. We will then check the stock at the store and have a pair put aside for you, or if the shop does not have the item in-stock we can transfer it from our Warehouse for you.

Are Your Products Genuine?

Yes all our products are 100% genuine purchased directly from the suppliers. As well as our website, we also have a high street store in Trowbridge and an eBay and Amazon store. Our eBay and Amazon store has 100% feedback and our own website is ranked as Excellent on Trustpilot in the 'Shoes and Fashion' category and we are also Google Certified, this would simply not be possible with fake items.

How Do I Redeem A Voucher Code?

To redeem a voucher code simply enter the code at the basket page. If you have any problems please don't hesitate to contact us here.

What Payment Methods Do You Accept?

We accept all major credit and debit cards and also PayPal. We also accept American Express.

I Have Found The Item I Wish To Purchase On Another Website At A Cheaper Price, Will You Match It?

At mastershoe we operate a Best Price Guarantee, if you have found the item you wish to purchase cheaper elsewhere then please visit this link and follow the instructions.

Is Your Website Secure?

Yes we use a 256 bit encryption Geo Trust certificate that will encrypt all sensitive information that is communicated between your browser and our web servers, you can rest assured all information is private and secure. For more information, see our geotrust certificate.

Is My Privacy Protected?

Yes, for full information on our Privacy Policy please look here

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