FAQs

If you can't find the answer you are looking for in our Frequently Asked Questions below, please Contact Us.


Where is my order?

It’s very rare for parcels to go missing in the Royal Mail network, but we understand these things do happen and we’re here to help.

 

Track your order

The first thing to do is track your order. Please Click Here to track your order and enter the tracking number included in your despatch email. Alternatively, you can track your order directly from your despatch email.

 

Marked as delivered?

If your order has been marked as delivered, but you have not received it, please Contact Us.

It may be the case this has been marked as delivered by mistake and will often be delivered in the next couple of days.

Please can you confirm the following:

1. Your delivery address

2. No card has been left

3. They have not been left with a neighbour

Upon receiving this information, we will open an investigation with Royal Mail to locate the whereabouts of your parcel. Please note this can take up to three working days.

We will ensure that you receive your order.

 

In transit?

UK & Channel Islands

If your order is still in transit, please allow 7 working days from your due delivery date for your order to make its way through the Royal Mail network and to be delivered. Delays can be caused by a number of reasons including, but not limited to; busy times of the year and adverse weather conditions.

If 7 working days have passed since your due delivery date, please Contact Us.

We will ensure that you receive your order.

International

If your order is still in transit, please allow 20 working days (25 working days outside of Europe) from your due delivery date for your order to make its way through the Royal Mail network and to be delivered. Delays can be caused by a number of reasons including, but not limited to; unforeseen delays to imports at destination country, busy times of the year and adverse weather conditions.

If 7 working days have passed since your due delivery date, please Contact Us.

We will ensure that you receive your order.

Can I have my order delivered to one of your stores?

Yes, you can.

At the checkout, choose from any of our 3 stores to have your order delivered to, for FREE.

To find your nearest store, see Our Stores.

What payment methods do you accept?

We accept the following payment methods: MasterCard, JCB, Maestro and Visa.

When will my order be dispatched?

Orders placed before 14:00 will be dispatched the same day. However, at busy times, we aim to dispatched order within 24 hours.Dispatch times at weekends and bank holidays may be longer.

You will receive a confirmation email once your order has been dispatched.

What are your delivery charges?

We offer FREE DELIVERY on selected items.

If any item within your order contains the FREE DELIVERY sticker, then your entire order will qualify for FREE UK Tracked Standard Delivery. Delivery can also be upgraded at a discounted rate.

For more information on delivery charges, see Delivery and Returns.

Do you offer next day delivery?

The quickest delivery we currently offer is Tracked Premium. This is a 1-2 day service offered by Royal Mail.

Royal Mail “aim to deliver 93% of mail the next working day after posting”, though are unable to provide a guaranteed service.

For more information on delivery, see Delivery and Returns.

I’ve changed my mind, can I cancel my order?

Yes, you can.

To cancel your order, Contact Us advising use you would like to cancel and quote your order number. We will get back to you as soon as we can.

You have from the moment you place your order until 14 days from receiving your order to cancel.

If you wish to cancel your order which has already been despatched, please ensure all items are returned unworn, in their original condition and in their original packaging within 14 days of cancelling your order.

What should I do if I would like a refund or exchange?

If you would like a refund or an exchange, you can return your item(s) to us either in store or using the prepaid returns label provided. Be sure to fill out the returns form included so we know how to process your return when we receive it.

For more information on refunds and exchanges, see Delivery and Returns.

How should I return my item(s)?

You can return your item(s) either in store for FREE or using the prepaid returns label provided. All returned items must be unworn, in their original condition and in their original packaging.

To find your nearest store, see Our Stores.

For more information on returns, see Delivery and Returns.

Can I return my item(s) in store?

Yes, you can. Choose from any of our 3 stores to return your item(s) to.

To find your nearest store, see Our Stores.

For more information on returning item(s) in store, see Delivery and Returns.

I live outside the UK, can I still order from your website?

Yes, you can order from our website and have it delivered anywhere in the world.

For more information on delivery charges, see Delivery and Returns.

Where are your stores?

For more information on where we are and what each of our stores offer, see Our Stores.

Do your stores fit children’s shoes?

Yes, our Redditch and Alcester stores currently fit children’s shoes.

There’s no need to book an appointment. We see the vast majority of our customers straight away and even at very busy times, we would never keep you waiting for more than a few minutes.

For more information on what each of our stores offer, see Our Stores.

What should I do if my item is faulty?

We take quality seriously at Humphries Shoes. Despite our regular quality checks, faults may go unnoticed. If you believe your item is faulty, please Contact Us first. It is likely we will need to see the item in person before we can deal with your request, you will be advised if this is the case.

See our Delivery and Returns page for more information.

I’ve returned my item(s), what happens next?

We aim to process returns the same day we receive them. However, at busy times, we aim to process returns within 24 hours of receiving them. You will receive a confirmation email once your return has been processed.