Frequently Asked Questions

Most Frequent Questions...

3rd video needs changing (return label only covers 1 pair)

What Are Your Office Opening Hours?

Our Mastershoe customer service office is open Monday to Friday, 8 am to 4 pm.

What Are Your Shops Opening Hours?

For our shop opening hours click me

How Do I Contact You?

You can contact us by telephone: 02045 122717 or by email: [email protected]

What If I Change My Mind?

Changed your mind? No problem. If you need a different size or color, or decide you don't need your order, reach out to us before it's dispatched. We'll do our utmost to change or cancel it for you. But remember, after dispatch, we are unable to make any changes.

ONLINE EXCLUSIVES cannot be amended or cancelled once placed.

How Do I Cancel My Order?

If you have recently placed your order and it has not been despatched, we can try to cancel the order for you.
Please contact us by telephone: 02045 122717 or by email: [email protected]

ONLINE EXCLUSIVES cannot be amended or cancelled once placed.

I Haven't Received Any Confirmation Of My Order?

If you haven't received an order confirmation email, don't worry. First, check your spam folder and if it's not there, it's possible there might have been a typo in your email address or the order didn't go through. In either case, feel free to contact us by telephone: 02045 122717 or by email: [email protected] for assistance

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

If the delivery address on your order is incorrect, we're unable to directly change it due to security procedures to prevent fraud. However, you can email us to cancel your order before it's dispatched*, allowing you to place a new order with the correct address.

Please note - once an order has been despatched we are unable to cancel it.

ONLINE EXCLUSIVES cannot be amended or cancelled once placed.

My Order Has Arrived And There Is A Problem, What Do I Do?

Please contact us by telephone: 02045 122717 or by email: [email protected] and we will do our best to resolve any problems you have.

How Do I Return An Unwanted Item?

To return your purchase it must be returned in 'as-received' condition (i.e. unworn) with the original box and swing tags, labels etc. The box must be undamaged (i.e. no tape or labels stuck to the box - we understand there can be slight courier damage) and MUST contain your original packing slip or a short note with your name and order number, within 30 days of it being delivered.

If you require an alternative product you will need to place a new order as your original will be refunded upon return. i.e. we do not operate an exchange service.

Our return address is:
Unit 9A,
Meadows Works,
Court Street,
BA14 8BR

UK customers can take advantage of our prepaid UK return label by following this link. If you're an international customer, we offer a collection service, which you can also find via a link at the bottom of our website.

We aim to process all returns within one working day. Don't forget to include a copy of your invoice. For more details on our return process, please visit our returns page.

What Do I Do If I Have Lost My Invoice?

If your invoice is missing or been misplaced, you can instead include a brief note with your return stating your name and order number. Or, if you prefer, contact us by telephone: 02045 122717 or by email: [email protected] and we'll happily email you a copy of your invoice.

How Do I Exchange My Item?

Unfortunately we do not operate an exchange service. If you need to change the size/style/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 has a manufacturing fault, please email us at [email protected]. Please include your name, order number, an explanation of the fault and a couple of photographs showing the fault and general wear. 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?

We process all returns within 1 working day of their arrival at our warehouse. You'll receive an email confirmation when your return has been processed. Keep in mind, it might take a few days for the refund to navigate through the banking system and appear in your account.

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

Please contact us by telephone: 02045 122717 or by email: [email protected] 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, you can return your order to our Trowbridge store for a refund or exchange (if exchanging for the same style/colour). Please ensure your return contains your packing note or we will be unable to locate your order and process a refund.

The store will return the item to our warehouse via an internal transfer. Once the warehouse receives your item they will refund your account.

Please note, the store cannot refund your account directly or do an exchange for a different style or colour. For more information please see our returns policy.

How Long Will My Order Take To Arrive?

We dispatch all orders within 1 working day. Please note, Royal Mail and DHL do not collect on weekends or bank holidays.

For UK orders, we provide a tracked standard delivery service free of charge, which typically delivers in 2-3 business days after dispatch.

If you need it faster, we offer a Royal Mail Tracked delivery that aims to deliver in 1-2 business days. Keep in mind, this is an estimate and not guaranteed.

For the quickest option, choose our Next Working Day service available for most items in the UK. Just make sure to place your order by 3 pm. Orders placed before 3 pm on Friday will arrive on Monday, while those after 3 pm will be delivered on Tuesday.

What Are The Delivery Charges?

UK Orders

Royal Mail Tracked 48 hour: FREE
Royal Mail Tracked 24 hour: £2.49
Next Working Day Service: £5.99 per item

International Orders

Europe: Currently Unavailable
Rest Of World: £24.99 (up to 2 pairs combined shipping)

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 types of 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 contact us by telephone: 02045 122717 or by email: [email protected] and we will reply with your tracking number.

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

To track your order click the applicable link below and enter your tracking number.

Royal Mail

My Order Hasn't Arrived Yet?

If your order hasn't arrived please contact us by telephone: 02045 122717 or by email: [email protected], we will be able to track the order and advise further.

You Are Out Of Stock In The Size I Need, Can I Be Notified When/If It Is Back In-Stock?

If the style/size you require is out of stock, you can register your interest by selecting the 'out of stock' size and entering your e-mail address. This will sign you up for a stock notification where an e-mail will be sent when/if the size becomes available.

How Do I Know The Item Is In-Stock?

Our website uses a live stock system and all sizes shown as 'in-stock' are available.

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?

To ensure the item you've spotted online is available to try on at our Trowbridge store, please contact us by telephone: 02045 122717 or by email: [email protected] with the item's details and your size. We'll check the availability for you and can reserve it if it's in stock, or arrange a transfer from our warehouse if needed.

Are Your Products Genuine?

Yes all our products are 100% genuine and purchased directly from the suppliers. As well as our website, we also have a high street store in Trowbridge. We are ranked as Excellent on Trustpilot in the 'Shoes and Fashion' category and we are also Google Certified, this would simply not be possible if we were selling fake items.

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?

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 SSL 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.

Is My Privacy Protected?

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