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:
- Credit/Debit card
- Klarna pay later services
- Apple Pay
- Google Pay
- schuh Giftcard
- One4All Giftcard
- 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. We’re also 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, Amazon & Hermes
- Do you deliver to countries outside of the UK?
- 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.
- Can I buy a giftcard?
Absolutely! You can get one emailed or posted to you. Check out our giftcard page here.
- 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.
- When will my giftcard expire?
Don’t worry, schuh giftcards don’t have an expiry date. You can check your giftcard balance here to see how much you have to spend. Having an issue using your card? Contact our Customer Experience team.
- Can I use my Love2Shop giftcard?
Absolutely! When in the checkout, you will see an option 'Have a Love2Shop Giftcard?'. Just click this and enter the card details.
- How will I get a refund if I used my Love2Shop card?
If you have decided to return your item and paid with a Love2Shop giftcard, you will receive a schuh giftcard with the refunded amount.
The schuh Club
- How do I join THE SCHUH CLUB?
You can sign-up to become a member of THE SCHUH CLUB here.
- What is THE SCHUH CLUB loyalty card?
The SCHUH CLUB loyalty card is your digital pass that can be downloaded to your mobile wallet. In your SCHUH CLUB loyalty card, you can check your loyalty account details and points balance. You can sign-up to become a member of THE SCHUH CLUB here.
- How do I download my loyalty card?
To download your loyalty card to your mobile wallet open the download wallet link in your SCHUH CLUB welcome email on your mobile. Once your wallet pass is shown select ‘add’ to download your loyalty card to your wallet.
- How do I use my SCHUH CLUB loyalty card in-store?
Simply show your loyalty card on your mobile wallet at the checkout to be scanned or quote your loyalty card number under the barcode on your pass. Your loyalty number starts with LOY.
- How do I use my SCHUH CLUB loyalty card online?
Go to the Discounts/Promo Codes/Giftcards dropdown in the shopping bag and enter your Loyalty ID number from your loyalty card in the Loyalty Membership box. Your loyalty number starts with LOY.
- How do I access my SCHUH CLUB account?
To access your SCHUH CLUB loyalty account download your loyalty card to your mobile wallet. Here you will see your loyalty membership details, pending points balance and available points balance.
- How do I know what points I have?
You can access the details of your points in your loyalty card on your wallet. Points will be added to your account as 'pending' after checkout, points will remain pending for 28 days. Once this period has passed, points will become available in your account and can be used towards your next gift card reward.
- What are The SCHUH CLUB rewards?
The SCHUH CLUB is offering a £5 off gift card with every 100 available points earned.
- How do I earn points?
You can earn points with your loyalty membership with every purchase you make online & in-store.
- What can I do with my points?
Every 100 available points will earn a £5 gift card which will be issued to you via email. The gift card can be claimed in-store & online*
*Exclusions apply, see T&Cs here.
- How can I redeem my gift card?
To redeem your £5 gift card online go to the Discounts/Promo Codes/Giftcards dropdown in the shopping bag and enter your gift card number in the gift card box. To redeem your gift card in-store have your gift card number and pin ready at the till.
- What happens if I return or cancel my order?
If you decide to return or cancel your order any points for that order or item will be removed from your account.
- When do my points expire?
All points earned will be deducted 24 months after they have settled in your account if there as been no purchases made on your loyalty account in that period.
- When do my gift cards expire?
Gift cards will expire 24 months from the issue date.
- Who do I contact if I have a question about my SCHUH CLUB account?
- 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.
- 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 use your One4all giftcard for transactions up to £40. Simply select card payment 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. One4All cannot be used when using Klarna Pay Later services.
- 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! We're offering students 10% discount. T&C's apply, 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.
- How do i sign up for a 'myschuh' account?
Go to My Account and click 'Join Myschuh' to register. Just enter your details and we'll then send you an email with a link to verify your account - once you click on this you're ready to go!
- 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.
Check out our 'Contact Us' page for details on when we're open and other ways to get in touch.
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 protected] and a member of our complaints team will be in touch.