Contact Us

Shoesepic welcomes customer enquiries, feedback and support requests through clearly defined communication channels. This page explains how customers can contact the Shoesepic team, what assistance is available and how enquiries are handled before and after a purchase.

We understand the importance of clear and reliable communication. Whether you have a question about shoe materials, sizing, an existing order, delivery or a return request, our team aims to provide accurate information and practical assistance within a reasonable timeframe.

Customer Support Hours

Shoesepic customer support is available Monday to Friday from 9:00 AM to 5:00 PM (GMT+00:00). Messages received outside these hours are reviewed on the next business day.

General enquiries are normally answered within one to two business days. Requests involving order changes, return authorisations, payment verification or product checks may require additional processing time.

Available Contact Methods

Email Support

Customers can contact Shoesepic at support@shoesepic.com

When contacting us, please include your full name, order number where applicable and a clear description of your enquiry. This information helps our team locate your order and provide an accurate response.

Business Address

Shoesepic is based at:

Office 2980, 182–184 High Street North, London E6 2JA, United Kingdom

This address may be used for official correspondence. Products must not be returned to this address without prior return authorisation from our support team. Please refer to our Return and Refund Policy before sending any item.

Types of Enquiries

Customers may contact Shoesepic regarding:

• Shoe materials, design features, care instructions or availability.

• Size, fit and product-selection guidance.

• Order status and tracking updates.

• Processing and delivery timelines.

• Return, exchange or refund requests.

• Payment or billing enquiries.

• Website functionality or service feedback.

Each enquiry is reviewed so that customers receive information consistent with the relevant product listing and store policies.

Communication Standards

Shoesepic follows a structured support process focused on respectful, factual and clear communication. Our support team aims to resolve customer concerns using the information available in the order record, product listing and applicable store policies.

Written confirmation is provided where appropriate, including for return authorisations, order updates, refund notifications or specific instructions. Customers should retain relevant emails until their enquiry or transaction has been completed.

Response Times and Escalation

Shoesepic aims to respond to general enquiries within one business day. More detailed requests requiring order, courier or product verification may take up to three business days.

If a customer believes that an issue has not been properly resolved, they may request that the matter be escalated. Escalated enquiries are reviewed by a senior representative to provide a fair response based on the available information and applicable policies.

Data Protection

Customer information submitted through email or other support channels is handled in accordance with our Privacy Policy. Personal information is used for purposes such as responding to enquiries, processing orders, arranging delivery and managing returns or refunds.

Customer information is not sold. It may only be shared with relevant service providers, such as payment processors or delivery companies, where necessary and as explained in our Privacy Policy.

Customers should never send complete payment-card details, passwords or other sensitive financial information by email. Shoesepic will not request passwords or full card information for order verification.

Customer Feedback

Shoesepic welcomes feedback about its footwear, customer service and website experience. Customer comments are reviewed to help identify areas where our information, products or services may be improved.

Shoesepic does not provide payments, rewards or incentives in exchange for positive feedback. Both positive and critical feedback are reviewed objectively.

Contact Best Practices

For faster assistance, customers should:

• Include their full name and order number where applicable.

• Clearly explain the issue in one message.

• Include relevant photographs when reporting a damaged or incorrect item.

• Continue using the same email thread when following up.

• Allow the standard response period before sending another message.

Providing complete and accurate information helps the Shoesepic support team respond efficiently.