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FAQs

Frequently asked questions


Ordering

  • Help me find a shoe!
  • How many pairs can I order?
  • Can I buy online & collect instore?
  • What methods of payment do you accept?
  • Has my order processed ok?
  • Can I cancel/amend my order?
  • Can I add another item to my order after completing the checkout?
  • Why should I create an account?
  • Is your checkout secure?

Delivery

  • How long will delivery take and how much will it cost?
  • Can I choose a date/time for delivery?
  • Who will deliver my order?
  • what if I'm not in to take delivery?
  • Do you deliver to countries outside of the UK?
  • Do you deliver to PO Boxes?
  • I can't find my country listed for delivery
  • Why don't you deliver to my country?
  • Will I need to pay import duty for deliveries outside of the UK?
  • What is Shutl?
  • What is Collect+?
  • Can someone else pick up my Collect+ parcel?
  • Can I change where I'm having my Collect+ order delivered?
  • Do you deliver to BFPO?

Returns

  • What is your Returns Policy
  • What if the shoes don't fit me?
  • Can I return my order to a schuh store?
  • Whats happening with my return?
  • How can I return my order?

Tracking

  • Can I track my order?

Giftcards

  • Where can I redeem my Giftcard?

Student Discount

  • Do you offer Student Discount?
  • How do I use my Student Discount code?

Schuh Kids

  • What is schuh kids?
  • Where can I buy schuh kids items?
  • How will I know what size to buy from the schuh kids range?
  • Do you offer a fitting service for schuh kids?
  • What is the Returns Policy for schuh kids?

Stores

  • Where is my local store?

Everything Else!

  • Why should I sign up for an account?
  • Problems logging in/forgotten password
  • How do I use my promo/discount code?
  • Can I leave feedback?

Contact Us

  • Need to contact us?

Help me find a shoe!

Everything we have in stock is featured on our website. You can also check if the stock is in your local branch of Schuh by clicking on the ‘Check & Reserve link on the product page.

You can browse through our categories from the tabs at the top of the homepage, search through our choice of brands or just type what you are looking for in the search box in the top right hand corner. If you’re still unable to find the particular size or colour of shoe you’re after then, unfortunately, this will mean we don’t have it in stock. Don’t worry, all is not lost! If we have the right colour in stock but not your size, hover over the size you want on the product page to see if its coming back. If the stock is coming back in, you can enter your email address and we’ll get in touch as soon as the stock is in, so you’ll be the first to know! If the style you’re looking for isn’t going to be restocked, the good news is we get new styles & brands all the time. Why not sign up to Schuh news, sit back and wait for our fantastic newsletters to drop into your email box.

If you can't find the product on the website at all, email us and we'll try to find it for you!

How many pairs can I order?

You can order as many different pairs as you like, although you can only add 5 pairs of the same style to your basket on any one order.

Can I buy online & collect instore?

Yes! We offer exciting Click & Collect services available via our websites. Choose the option which suits you best:

One Hour Buy & Collect
From placing an order online to ready to collect in 60 minutes – our One Hour Buy & Collect service is available on stock held in your local store to let you order FAST! We’ll let you know via text and email when your order is ready to collect and all you do is pop in and pick it up.

Check & Reserve
You can reserve items currently in stock in your local store and we will hold the stock under your Click & Collect reservation until the end of the following day. We’ll confirm availability in 20 minutes via text and email then you can visit the store, try them on before choosing to buy.

What methods of payment do you accept?

Whatever's easier for you! We accept Visa, MasterCard, Visa Debit/Delta/Electron, Switch/Maestro and Solo. You can also pay by PayPal. Take your pick! If you’re lucky enough to have a Schuh Gift Card, you can use this too!

For Debit, Credit and Gift Card payments, we may use a payment on despatch system. This means that the payment for each item will be debited as we despatch your order. As we may ship items from separate locations, this may mean that you see multiple debits for one order.

Has my order processed ok?

When you place your order, we’ll send you an email straight away to give you your order number. If you have an account, you can log in to check the status of your order at any time so you know when it’s been dispatched.

Some email accounts will ‘Junk’ any emails that are sent from addresses that are not recognised, so make sure you add help@schuh.co.uk to your address book so that we can get in touch with you about your order!

If you don’t receive a confirmation email within a couple of hours, email us or call us and we’ll check it out for you.

Can I cancel/amend my order?

No problem! If it’s not been dispatched, we can amend or cancel the order for you. If you have an account with us, you can check the status of your order or contact us quoting your order number and the changes you’d like to make and we’ll try to fix it as quickly as possible.

If your order has already been despatched then we won’t be able to make any changes or cancel it. However, you can return the unused shoes to us for a full refund when you receive them. Check our returns policy for all the info you need to return your shoes to us.

Can I add another item to my order after completing the checkout?

We’re not able to add items to your order once it has been placed, unfortunately. You can place a new order for your item, and remember that Standard Delivery is FREE for orders over £5.00 going to the UK.

Why should I create an account?

Creating an account gives you some great benefits. You can view your order history and track any orders placed at Schuh so you know at every step of the way where your shoes are. Our account holders can sign up to receive our fantastic newsletter and be the first to hear about our amazing new lines, sales and latest offers, but you can choose not to receive this if you prefer.

If you’ve not created an account yet, sign up to an account to join the Schuh crew!

Is your checkout secure?

We've made our checkout as safe as we possibly can! Here at Schuh we take your online security very seriously and have in place the latest online security encryption software to ensure your details are safe. Our site has been audited and accredited by Trusted Shops and Google Certified Shops, plus we’re enrolled in the Mastercard Securecode card payment protection scheme.

How long will delivery take and how much will it cost?

We aim to get your new shoes to you as quickly as possible!

Our new service with Shutl allows you to have items delivered to you in as little as 90 minutes, or in a time slot of your choice today or tomorrow!

Simply select Shutl in the checkout and enter your postcode to check availability and get a unique quote for time. Shutl delivery is currently available with a unique price quoted in checkout or is free on orders over £75!

If the shoes are available for Next Day Delivery, orders placed before 4pm will be delivered in the UK the following working day. Next Day Delivery is only £1 for a selected time only!. Due to stock availability levels, not all items are available on Next Day delivery.

We're pleased to announce that we can now offer Choose Your Day delivery within the UK Mainland - choose a day for delivery in the next two weeks for just £1 for a selected time only.

Orders going to the UK by Standard Delivery will be delivered within 2-3 working days and no matter how many pairs of shoes you order at any one time, Standard Delivery is FREE within the UK for orders over £5.00. Standard delivery for orders of £5.00 or less is £2.99.

International deliveries will reach you within a maximum of 7 working days once your order has been placed and payment has been authorised.

Check our delivery page to see a full list of delivery options & prices.

We use a secure courier service to make sure your shoes reach you safe and sound. A signature is always required on delivery, so you can order with confidence.

We’ll email you updates to let you know how the delivery is going. Some email accounts will ‘Junk’ any emails that are sent from addresses that are not recognised, so make sure you add help@schuh.co.uk to your address book so that we can get in touch with you!

If you don’t receive your order within the expected delivery time for your country and if you’ve not received any tracking emails, please get in touch and we’ll be happy to track the order for you.

Can I choose a date/time for delivery?

Yes! Choose from our Next Day or Selected Day delivery options, and have the item delivered on a day of your choice in the next two weeks for only £4.99 (subject to stock availablilty and delivery exclusions). We also have a brand new delivery service in selected locations using Shutl to have items delivered to you in as little as 90 minutes, or in a time slot of your choice today or tomorrow! Selected stock is available for delivery to postcodes with a 20 mile radius of the majority of our UK stores. Simply select Shutl in the checkout and enter your postcode to check availability and get a quote for time and cost. Full details of all our delivery services can be found on our delivery page.

Who will deliver my order?

We use various different couriers depending on what’s best for your delivery area. For orders going to Mainland UK we use Parcel Force and UPS, while orders going to Northern Ireland will go by City Air Express. For International orders, we use UPS. Orders placed with Shutl will be delivered by a Shutl approved courier. All of our couriers offer a swift and secure ‘signed-for’ delivery service, and we’ll send you delivery updates by email and SMS.

what if I'm not in to take delivery?

If you're not in when the courier attempts delivery of your parcel, they will leave you a calling card to advise where they have taken the parcel. Our couriers may deliver to a neighbour or local Post Office, or may advise you to rearrange delivery.

Do you deliver to countries outside of the UK?

Yes we do! See our delivery page for a full list of the countries we deliver to and shipping costs.

Customers in the Republic of Ireland can purchase their shoes online at www.schuh.ie. Our Irish website carries the same fantastic range of shoes as our UK site, with delivery to Ireland for just €5 per order, regardless of the number of items ordered!

Do you deliver to PO Boxes?

We can deliver to PO Box addresses in the UK if there is a business/building name/building number, street name, City & Post Code. We can deliver to International PO Box addresses that have the street name, and house/building number (if applicable). Please note that if the full address details aren’t completed, we won’t be able to dispatch the item.

I can't find my country listed for delivery

From www.schuh.co.uk, we deliver to the UK, countries within the EU and some countries outside of the EU too. See our delivery page for a full list of the countries we deliver to and shipping costs. If you're looking for delivery to ROI, please visit our ROI site, www.schuh.ie.

We're really sorry if your country isn't listed on our Delivery page. Due to licensing restrictions with the brands we sell we're unable to offer delivery of orders to countries not listed on our Delivery page.

Why don't you deliver to my country?

From www.schuh.co.uk, we deliver to the UK, countries within the EU and some countries outside of the EU too. See our delivery page for a full list of the countries we deliver to and shipping costs. If you're looking for delivery to ROI, please visit our ROI site, www.schuh.ie.

We're really sorry if your country isn't listed on our Delivery page. Due to licensing restrictions with the brands we sell we're unable to offer delivery of orders to countries not listed on our Delivery page.

Will I need to pay import duty for deliveries outside of the UK?

Whilst we don’t apply any additional charges to the cost of your order, Import duty, Custom Charges and Delivery Surcharges may apply to your delivery country if you are ordering from outside the EU. If charges are applicable, the courier will contact you directly prior to delivery. Please check with your local or national Tax or Customs office for further details.

What is Shutl?

Shutl is our new courier service which offers delivery from your local store in as little as 90 minutes, or in a time slot of your choice today or tomorrow!

Simply select Shutl in the checkout and enter your postcode to check availability and get a unique quote for time. Shutl delivery is currently available with a unique price quoted in checkout or is free on orders over £75!

What is Collect+?

Collect+ is a service where you can have your schuh orders delivered to a local corner shop, allowing you to collect your order when it’s convenient for you. Order by 4pm for delivery within 2 working days!

Not only does Collect+ eliminate the need to wait in for a delivery driver, you can also beat the Post Office queues if you need to return any items by using the Collect+ returns service to drop off your items in your local corner shop to be returned to us! For full info on both services offered with Collect+, check out our Collect+ info page.

Can someone else pick up my Collect+ parcel?

Yes! They just need to take along your proof of ID and your collection code to the Collect+ corner shop.

Can I change where I'm having my Collect+ order delivered?

We’re really sorry but once your order is despatched, we’re unable to cancel it or make any changes. If your order hasn’t been despatched, we can cancel the order and you can place a new order to the alternative address.

Do you deliver to BFPO?

Yes, it's absolutely Free!

Simply input the following details into the fields in the delivery address form:

- First Name & Last Name: enter the Name, Service and Rank
- Address Line 1: enter the Unit or Regiment
- City/Town: enter the Operation Name
- Postcode: enter the BFPO number

What is your Returns Policy

We hope you L-O-V-E your new shoes! However, if it turns out that they’re not suitable for whatever reason, take advantage of our amazing returns policy;

- 365 days –yep, a whole year! - to return unused, unsuitable items
- Return your shoes via Collect+ , to a store or post them to us – whatever is more convenient for you!
- Friendly service if you’ve had a problem with your shoes

For our full policy and more information on how and where to return your shoes, the proof of purchase needed and for full Terms & Conditions, check out our returns policy.

What if the shoes don't fit me?

We stock LOTS of different brands and - just like clothing - they sometimes vary in their sizing. You can check our size conversion charts for guidance. If you receive the shoes and they're not an ideal fit, don't worry! You can return them unused to us and get your money back. Check out our returns page for info on how to return the shoes to us.

Can I return my order to a schuh store?

Yes you can! Just print off and take your confirmation email, the credit/debit card used to pay for the order and your returns form as your proof of purchase. Providing the shoes are in their original packaging and in an unused condition, the store will be able to refund the credit/debit card that was used to pay for the order, or you can exchange the shoes for something else!

Find your closest schuh store or check out our returns policy if you need more info.

Whats happening with my return?

We normally process returns the same day we receive them. If you've not heard from us, please contact us.

How can I return my order?

Whether you’ve purchased your item online or instore, our returns policy is simple and fair, and you can return your items to a store or by post – whichever is the most convenient.

Returning footwear to a store

You can return your footwear to any of our high street branches. For store locations and opening times, check our Store Info page.

Returning footwear by post

Enclose your completed returns form or a note with your name, address, contact information and if you’d prefer a refund or exchange, along with your proof of purchase with your footwear, wrap it securely and send it via some form of recorded or registered post to the address below:



Schuh Returns
Schuh Ltd
1 Neilson Square
Deans Industrial Estate
LIVINGSTON
West Lothian
UK
EH54 8RQ

Our Customer Service Team will contact you once your return has been processed.

Can I track my order?

Yes! We will email you as soon as your order has been dispatched. Your email will have a link to the courier and your tracking number. Log in to check the status of your order and to view up to date tracking.

Some email accounts will ‘Junk’ any emails that are sent from addresses that are not recognised, so make sure you add help@schuh.co.uk to your address book so that we can get in touch with you about your order!

If you’ve already received your despatch update email, you can click on the link to the courier website to see up-to-the minute tracking.

If you don’t receive your tracking number within 48 hours of placing your order, or for help with tracking your order, please get in touch with us by email or by phone, quoting your order number, and we’ll be happy to track the order for you.

Where can I redeem my Giftcard?

You can use your Schuh Giftcard as full or part payment in any of our high street stores, or you can redeem it online.

To find your closest Schuh store, use our Store Locator.

To redeem your giftcard online, simply add your items to the basket, go through the checkout and choose the ‘Redeem Gift Card’ button on the payment page. You can then specify how much you would like to redeem and enter the PIN number from under the scratch off panel on the reverse of the Gift Card. If there is any outstanding balance, you can pay using your credit/debit card or PayPal. You can even redeem from more than one card if you want to pay for your entire order using more than one Gift Card.

Not sure how much is on your card? Then click on the link to check your Gift Card balance.

Do you offer Student Discount?

We’re happy to offer students a 10% discount on their full price purchases in our high street stores and concessions upon production of a valid student card, and on orders placed online using a unique Student Discount code which is valid for the length of your course.

To apply for your online Student Discount code, you can click on our Live Help tab to the right of the page if you have a webcam to show us your Student Card over the internet - we'll get your code sent to you straight away or you can email us with …

  • a scan or photo of your student card
  • the expiry date of your NUS/Matriculation card

We’ll then send you your student discount code. Enter your unique code at the checkout to get your 10% discount online on full price items.

Or, if you're registered with UNiDAYS, visit the schuh page at UNiDAYS to get your unique discount code. Once you have your code from UNiDAYS, simply enter at checkout to get your 10% discount!

How do I use my Student Discount code?

Once we've sent you your unique student discount code, simply enter it in the promotional/student discount code box at the checkout!

*Please note Student Discount is not valid in conjunction with sale or any other discounts or offers.

What is schuh kids?

Schuh Kids is a range of children’s fashion footwear for boys and girls, in kids size from Crib size 0, right up through Toddler and Junior to a Youth size 5, from brands such as Ugg, Toms, Adidas, Vans and Converse, plus many more. View the full range of Kids products or check out our Kids Info page.

Where can I buy schuh kids items?

All of our Schuh Kids products are available to order online at www.schuh.co.uk or via Mail Order on 0845 307 2484.

We also have several standalone kids stores and carry a range of Schuh Kids products in most of our main chain stores – find out which ones by visiting Kids Info page or by using our store locator.

How will I know what size to buy from the schuh kids range?

We’ve tried to make the sizing of Schuh Kids as easy as possible. As we sell lots of different brands, sizing may differ slightly between them.

We’ve got a size guide on each product page which gives the best indication of sizing for that product on the website and our staff instore are able to offer advice on selecting the right size for your child, and can measure and fit your child’s feet.

Plus, we offer easy returns within 365 days. Our Kids Info page has specific size guides for Crib, Toddler, Junior and Youth to help you decide what size to buy.

We've also put together a step by step guide on how to make sure your kids shoes are the perfect fit at home - check out our Fitting Guide Video or our Kids page.

Do you offer a fitting service for schuh kids?

Yes – our instore teams will be happy to measure and fit your child’s feet. We sell lots of different brands and sizing may differ slightly between each of them. Our staff instore will be happy to offer advice on size conversions between the different brands and on selecting the right size for your child. We’ve also got a size guide on each product page online which gives the best indication of sizing for that product, and our Kids Info page shows size guides for Crib, Toddler, Junior and Youth products. Plus, we offer easy returns within 365 days.

What is the Returns Policy for schuh kids?

We’re pleased to offer the same returns policy for Schuh Kids as we do for Schuh. We really hope you and your child love their new Schuh Kids footwear, but if it’s unsuitable for any reason, we’re happy to offer a refund or exchange on unused items that are returned within 365 days. Our staff instore are able to measure and fit your child’s footwear and offer advice on selecting the right size for your child. Please ensure your child’s footwear is a suitable fit before use, as we’re unable to accept back used items. Our full returns policy can be viewed on our Returns Info page.

Returns are easy – You can return your item to any of our High Street stores, via Collect+ or by post.

Please contact Customer Services if you have any queries regarding returns, refunds, exchanges or stock availability.

Where is my local store?

To find your nearest store, get contact information and address details or get directions, as well as information on new store openings, visit the our stores page.

Why should I sign up for an account?

If you create an account you can sign up to our newsletter to be the first to know about upcoming sales, promotional offers, discounts and competitions, as well as, info on the latest styles and trends. You can also create wishlists, track your orders and view your order history.

Problems logging in/forgotten password

If you’ve created an account with us, you should be able to log in by entering your email address and password. If you’ve forgotten your password, use the password reminder link to reset your password or contact our customer service team for help.

How do I use my promo/discount code?

Simply enter your code in the promotional/student discount code box at the checkout to apply your discount.

*Please note that promotional/student discounts are not valid in conjunction with sale or any other discount or offer.

Can I leave feedback?

We LOVE hearing from you and so we’ve created a new section on our website to let you tell us ‘How was it for you?’ It’s really easy, just visit our ’How was it for you?’ page, fill out the details and we’ll publish comments on our customer testimonial page!

Need to contact us?

If our FAQ's didn't help, feel free to get in touch.

The easiest and quickest way to get in touch with us is to use our Live Help service. Simply click on the Live Help tab to the right of the page and we'll connect you to a member of our friendly team straight away.

Email us at help@schuh.co.uk. We'll get back to you within 1-2 hours of receiving your message, during working hours.

Monday - Thursday : 0830 - 2030
Friday : 0830 - 2000
Saturday : 1030 - 1700
Sunday : 1100 - 1700

UK customers can call our local-rate number 08453072484.
ROI customers can call 018990141 (local rate) or 1800411084 (free phone from ROI landlines only).
International customers please call 00441506468733.

If your query is for any department other than Customer Services at Schuh, please call 01506460250.

If you'd like to write to us, drop us a line at the following address.

Schuh Customer Service Team
1 Neilson Square
Deans Industrial Estate
LIVINGSTON
EH54 8RQ

We look forward to hearing from you!
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