Here To Help!
- Help me find a shoe!
You can browse our styles using the department tabs or the search box, and refine your search using the filters to view all our online stock, which is updated daily! You can also Check & Reserve stock in your local store. If you still can’t find what you’re looking for, it may be out of stock – get in touch with our Customer Experience Team who can try to locate your perfect shoes.
- How many pairs can I order?
You can order up to 3 pairs of any one style per order, but we don’t limit how many different styles you can buy – go wild!
- Can I Click & Collect?
Yes! Our Click & Collect service allows you to collect your order from any of our UK stores for FREE! Simply use the Click & Collect service on the product page and we'll tell you how quickly you can collect your order - it can even be as little as 20 minutes!
*Please note items may take up until 5pm for delivery, you will receive a text once your item is available for collection.
- What methods of payment do you accept?
Whatever’s easier for you! We accept:
- American Express
- VISA Debit/Delta/Electron
- schuh Giftcards
- Has my order gone through ok?
We send a confirmation email to you as soon as your order is placed – this should arrive within a few minutes. If it doesn’t, check your ‘Junk’ folder in case it’s hiding away there. If you still don’t have it, get in touch with our Customer Experience Team and we can resend it to you. Don’t forget, if you have an account you can check the status of your order at any time too!
- Can I cancel/amend my order?
As long as your order hasn’t yet been despatched we’ll be happy to cancel/amend it for you where possible – just get in touch with our Customer Experience Team. Don’t worry if the order has already been despatched (sometimes we’re just too eager to get your order to you) - we’ve got our 365 day Returns Policy if you need to return your order.
- Is your checkout secure?
We take online security very seriously and our site uses the latest online SSL encryption software to ensure your details are safe. When the browser bar changes from ‘http’ to ‘https’ and the locked padlock appears, this indicates you’re on a secure page. Our site has been audited and accredited by Google Certified Shops, plus we’re enrolled in the MasterCard Securecode and Verified by Visa card payment protection schemes.
- 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 £25.00 going to the UK.
- Do you stock vegan shoes?
We do! Shop our great range of vegan shoes here.
- How long will delivery take & how much will it cost?
It’s up to you! We believe in giving you options so you can decide on cost, speed and convenience – we’ve got a delivery option to suit everyone’s needs, including weekend delivery. For our full range of services, including delivery timescales and costs, visit our delivery info page.
- Can I choose a date for delivery?
Yes! We’ve got a delivery option to suit everyone’s needs, including weekend delivery. For our full range of services, including delivery timescales and costs, visit our delivery info page.
- Who will deliver my order?
- Mainland UK - ParcelForce & UPS
- Do you deliver to countries outside of the UK?
Yes we do! We deliver to many countries in the EU and also some countries outside too! Please see our dedicated International website for a full list of the countries and shipping costs.
Ordering from Germany? We have a brand new website just for you!
- Do you deliver to PO Boxes?
We can deliver to PO Box addresses in the UK. Simply input the following details into the fields in the delivery address form:
- A business/building name/building number
- Street Name
- Do you deliver to BFPO?
Yes! Simply choose Standard Delivery in the checkout and input the following details into the delivery address form:
- First & Last Name: Enter Name, Service & Rank
- Address Line 1: Enter the Unit or Regiment
- City/Town: Enter the Operation Name
- Postcode: Enter the BFPO Number
- Will all of the items in my order arrive together?
We’ll try our best to despatch all your items together, however, sometimes we’ll have to send these separately. Don’t worry, we’ll give you a tracking number for each parcel so you can keep an eye on the deliveries.
- Can I track my order?
As soon as your order is despatched we’ll send you an email with a link to the courier’s website and tracking number to allow you to view up-to-date tracking on your order. If you haven’t received the email, check your ‘Junk’ folder, in case it’s hiding away there. If you’ve not received the email within a few hours, please contact us.
- Where is the rest of my order?
If you've ordered more than one item, we may have had to despatch them separately. Don't worry, your remaining items shouldn't be far behind! We'll send you a separate tracking number for each parcel via email so you keep an eye on the deliveries.
- My order has been returned to sender, what happens next?
Once your order arrives back with us, we will automatically process a refund back to the original payment method used.
- What's 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+, ASDA toyou, InPost, to a UK schuh 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 page.
- What if the shoes don't fit me?
We stock LOTS of different brands and – just like clothing – they sometimes vary in their sizing. If you receive your shoes and they’re not an ideal fit, you can return the item, in an unused condition, to receive an exchange or refund. Check out our returns page for more info and what you need to return them.
- Can I return my order to a schuh store?
Yes you can! Providing the shoes are in an unused condition, you can return footwear purchased on our UK site/stores back to one of our UK stores for a refund back to the credit/debit card that was used to pay for the order, or you can exchange the shoes for something else! Check out our returns page for more info and what you need to return the item.
- Whats happening with my return?
If you’ve returned your item by post, we will contact you via email within 3 days of receiving it. If you haven’t heard from us, contact the courier you used to check they’ve delivered the item. If this is the case, please contact us.
- Where can I redeem my giftcard?
You can use your giftcard as full or part payment in our stores and online. Find your closest schuh store by using our store locator or redeem your gift card online by entering the details when prompted on the payment page. To check your balance, use our gift card balance page.
- What is schuh Kids?
schuh Kids is a range of childrens 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 your favourite brands. View the full range of kids products here.
- 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 0207 100 1515. We also have a full range of schuh Kids products in our stores. Use our store locator to find your local store.
- How will I know what size to buy from the schuh Kids range?
As we sell lots of different brands, sizing may differ slightly between them. There is a size guide on each product page to help you get the right fit for your childs feet. Check out our kids fitting guide page for more info.
- Do you offer a fitting service for schuh Kids?
Yes we do! We have a kids specialist in each of our stores who will be happy to measure and fit your childs feet as well as offer advice on the correct size for your child. Why not check out our kids fitting guide if you’re buying online.
- 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. Visit our returns page for full information.
- Can I use my One4All giftcard online?
Of course you can! Simply choose to pay by Visa in our checkout and enter your details like below:
- Name: Enter your full name
- Card Number: 16 digit number across the front of the card
- Expiry Date: please enter the valid through date
- CVV2: Scratch the silver panel on the back of the card to reveal your CVV2 number.
Please note: as this card is a pre-paid Visa card, we are unable to offer split payments with any other debit or credit card.
- Can I receive a refund to my One4All card?
Yes! We always refund back on to the original card that was used when placing an order. If you have lost or thrown away your card, please contact One4All to request a new card. Alternatively, you will be able to see the balance on your online account with One4All.
- Do you offer student discount?
Yes we do! For a limited time only students get 10% discount on all purchases, including sale items*. Use our Live Help service and show your card to a staff member to get your discount code to use online straight away. Alternatively, show your card in-store to receive your 10% off. Check out our student discount page for full info.
*Please note that promotional/student discount codes are not valid in conjunction with any other discount or offer.
- Where's my local store?
To find your nearest store, get contact information and address details, as well as, information on new store openings, visit our stores page.
- Why should I sign up for a 'myschuh' account?
Create an account and receive benefits such as:
- Promotional offers/discounts
- Create Wishlists
- Track your orders
- View your order history
- Can I leave feedback?
We love hearing from you and so we’ve created a section on our website to let you tell us ‘How was it for you?’ it’s really easy, just visit the How was it for you? page, fill out the details and we’ll publish your comments on our feedback page.
- Problems logging in/forgotten password
If you’ve forgotten your password, use the ‘forgotten password’ link and enter your email address to reset your password. If you’re still having problems, get in touch with our Customer Experience Team.
- 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 discount codes are not valid in conjunction with any other discount or offer.
- 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 at the top of the page and we'll connect you to a member of our friendly team straight away.
Email us at firstname.lastname@example.org. 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: 1000 - 1700
Sunday: 1100 - 1700
UK customers can call our local-rate number 0207 100 1515.
If your query is for any department other than the Customer Experience Team at schuh, please call 01506 460 250.
If you'd like to write to us, drop us a line at the following address.
schuh Customer Experience Team
1 Neilson Square
Deans Industrial Estate
We look forward to hearing from you!
We aim to provide you with the best service possible at all times but sometimes things can go wrong along the way. If you are unhappy with the service that you have received, please email us at email@example.com and a member of our complaints team will be in touch.