FAQs

What is Shoesepic?

Shoesepic is a United Kingdom-based online footwear retailer offering shoes for everyday, professional, smart-casual and formal wear. The business focuses on clear product information, reliable service and a straightforward online shopping experience.

Where is Shoesepic located?

The Shoesepic business address is:

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

What are your business hours?

Shoesepic operates Monday to Friday from 9:00 AM to 5:00 PM (GMT+00:00). Orders may be placed online at any time, while customer enquiries are handled during business hours.

How can customers contact Shoesepic?

Customers can contact the support team by email at support@shoesepic.com.

Please include your full name, order number where applicable and a brief description of your enquiry.

Do you ship outside the United Kingdom?

No. Shoesepic currently delivers orders only within the United Kingdom.

What is the shipping cost?

Shoesepic applies a flat shipping charge of £3 GBP to orders delivered within the United Kingdom.

When are orders processed?

Orders placed before 5:00 PM (GMT+00:00) enter processing on the same business day. Orders placed after this time, during weekends or on public holidays enter processing on the next business day.

How long does order processing and delivery take?

Orders are normally processed within 1–3 business days. After dispatch, delivery usually takes an additional 3–4 business days, providing an estimated total delivery time of 4–7 business days.

How can customers track their orders?

A tracking number is sent by email after an order has been dispatched. Customers can use this information to follow the delivery through the courier’s tracking service.

Which payment methods are accepted?

Shoesepic accepts Visa, Mastercard, American Express, UnionPay, Apple Pay and Google Pay. Payment-method availability may depend on the customer’s device and checkout location.

Can an order be cancelled or changed after it is placed?

An order may be changed or cancelled if it has not entered dispatch. Once an order has been dispatched, it cannot be modified or cancelled. Customers should contact support as soon as possible.

What if a product arrives damaged or defective?

Customers should contact Shoesepic if an item arrives damaged or defective. A return or exchange may be requested within 90 days of delivery, subject to the conditions of the Return and Refund Policy.

Photographs of the product, packaging and shipping label may be requested to help verify the issue.

Are returns accepted for non-defective products?

Yes. Shoesepic accepts eligible returns for defective and non-defective products within 90 days of delivery. Items must be returned in their original condition and packaging, subject to the Return and Refund Policy.

Is there a restocking fee?

No. Shoesepic does not charge a restocking fee for eligible returned or exchanged products.

Who pays for return shipping?

Customers are responsible for the cost of the return shipping label unless otherwise stated in the Return and Refund Policy.

Products should not be returned without first obtaining return instructions from the Shoesepic support team.

How long does a refund take?

Approved refunds are processed within 14 business days after the returned product has been received and inspected. Additional time may be required for the customer’s bank or payment provider to display the funds.

Can customers request an exchange instead of a refund?

Yes. Customers may request an exchange for an item of equal value within the 90-day return period, subject to product and size availability.

What should customers do if they receive the wrong item?

Customers should contact Shoesepic promptly and provide their order number, details of the item received and clear photographs. The support team will review the order and provide further instructions.

Are Shoesepic products covered by a warranty?

Shoesepic does not provide an additional extended commercial warranty. Damaged or defective products may be covered by the Return and Refund Policy. This does not affect any applicable statutory consumer rights.

How is customer information protected?

Shoesepic handles personal information in accordance with its Privacy Policy. Customer information is used for purposes such as processing orders, arranging delivery, providing support and managing returns or refunds.

Is payment information stored or shared?

Payments are processed through secure third-party payment providers. Shoesepic does not directly store customers’ complete payment-card details.

Payment information may be handled by the selected payment provider in accordance with its own security and privacy procedures.

What happens if a package is delayed?

If an order is delayed beyond its estimated delivery period, customers may contact support for assistance. Shoesepic will review the tracking information and, where necessary, contact the courier for an update.

Can customers collect their orders?

No. Shoesepic does not currently provide an in-store or office collection service. Orders are delivered to the shipping address entered during checkout.

How can customers provide feedback or suggestions?

Customers may send feedback to support@shoesepic.com. Comments relating to products, customer service or website usability are reviewed to help improve the shopping experience.

What information should customers provide when contacting support?

Customers should provide:

• Their full name.

• Their order number, where applicable.

• The email address used to place the order.

• A clear description of the enquiry.

• Relevant photographs when reporting an incorrect, damaged or defective product.

What should customers do if they miss a delivery?

The courier may attempt redelivery, leave instructions or hold the package at a local collection point. Customers should check their tracking information and contact the courier directly where required.

How can customers confirm that a return has been received?

Customers should use a tracked return service and retain proof of postage. Shoesepic sends a confirmation after the returned product has been received and begins the inspection and refund or exchange process.

Does Shoesepic offer promotional discounts?

Any valid promotion or discount will be clearly displayed on the Shoesepic website or during checkout. Promotional conditions and expiry dates will be stated where applicable.

How often are store policies updated?

Shoesepic reviews its store policies periodically to maintain accurate information and reflect operational or regulatory changes. The latest version of each policy is published on the website.

Can customers contact Shoesepic outside business hours?

Yes. Emails may be sent at any time. Enquiries received outside business hours are reviewed on the next business day.

Does Shoesepic offer customised or made-to-order shoes?

No. Shoesepic does not currently offer custom sizing, personalised branding or made-to-order modifications. Products are supplied according to the specifications and available options shown on each product page.

What materials are used in Shoesepic footwear?

Materials vary between products. Relevant details about the upper, lining, insole, outsole and other components are provided on each product page where available. Customers should review the individual listing before placing an order.

How does Shoesepic maintain accurate product information?

Product listings are reviewed before publication. Available sizes, colours, materials, design features, photographs and care instructions are checked to minimise differences between the listing and the supplied product.

Can customers place an order by telephone or email?

No. Shoesepic accepts orders only through its online checkout. Customer support can provide information and assistance but cannot accept payment or place an order on a customer’s behalf.

What should customers do if a payment fails?

Customers should confirm that their payment details and billing address have been entered correctly. They may also try another available payment method or contact their bank or payment provider.

If the problem continues, customers may contact Shoesepic support without sharing complete card details, passwords or other sensitive financial information.