Frequently Asked Questions


Using the Website


Do I need a Shoes121 account?

Yes, you do. It’s easy to set up and it means you won’t have to fill in your details every time you shop with us. You can join now by signing up here. All members of our club can enjoy free deliveries, free returns and access to discount codes and secret sales.

How do I place an order?

Shopping with Shoes121 could not be easier. You can browse our website at your leisure, looking through the various categories or searching for something more specific. Once you’ve made your selection and decided on the size, click “Add to Basket”. You can then navigate to your shopping cart and follow the simple on-screen instructions to complete your order.

How do I use a promotional code?

If you have a promotional code, simply enter it in the “Enter Promo Code” box in your shopping cart before confirming your order. Once you’ve entered the code, click “Apply” and the promotion will adjust your order total.

How can I pay?

When you have decided what you would like to purchase, navigate to your shopping cart and select “Order”. You can then follow the simple on-screen instructions and input your card details to purchase your order. Make sure you have the correct billing and delivery addresses selected.


Ordering from Us


Can I change my order?

If you have placed an order with us and you wish to amend it, contact us at and let us know what changes you would like to make. If we have not yet dispatched your order we will be able to change it for you.

Can I cancel an order?

We may be able to cancel an order if it has not yet been dispatched. If you wish to cancel an order please contact us as soon as possible at If your order has already been dispatched and you wish to cancel it, you will need to follow our returns procedure, which you can read below.

I bought something at full price but soon after they went into sale – can I get the difference refunded?

No. Once an item has been ordered, the price is fixed.

Can I order by telephone?

We are very sorry, but we are currently not offering this as a service. We will be looking to implement this into our service in the near future, so check back here to keep updated.


Making Your Payment


Is the payment system secure?

We have ensured that the highest level of security is implemented on our website, in order to keep your details as safe as possible. Our website currently takes payment via *.

What payment methods can I use?

We accept payments made through Visa and Mastercard. We are looking to add to this in the coming months, so please check back here to keep updated.

When will my card be charged?

Payment will be taken before the shoes are dispatched.


Shipping & Deliveries


How much do you charge for delivery?

We offer all of our UK customer’s free delivery. For customers in Europe, we charge £*.**.

How long will it take before my order is shipped?

Deliveries will normally take 3 – 5 working days for UK customers and 5 – 9 days for customers in the EU. International delivery times vary and international customers must allow up to 18 days for their order to arrive with them.

In the unlikely event that we do not have your selected style or size in stock we will email you and advise of our ability to fulfil your order and the timescales involved. If you are not satisfied with this


Returns & Exchanges


How do I return an item?

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How long will it take to get a refund?

You will receive an automatic refund once we receive your return parcel back at our warehouse and our quality team inspects the returned items. As long as your return meets the above conditions, you will receive your refund within 15 working days (weekends and holidays not included) from the time you send back the items. The refund will be made by re-crediting your account of the corresponding transaction.

How long do I have to return items?

Shoes121 offers a 30 day returns policy.

Do I have to pay to return items?

No, all returns are free! We just ask that the items are new, unworn, and in the original box with all packaging intact. 


Our Products


What is the quality of products like?

The teams at Shoes121 take great care in selecting the items we offer to our customers. At Shoes121, you'll find a huge number of brands renowned for their trustworthiness and high-quality items. All the items we sell undergo extensive quality control procedures. However if you are not satisfied with an item for any reason, you can return it to us using the returns procedure detailed on the website. All returns are free. 

Where do Shoes121 source the products?

All items available at Shoes121 are purchased directly from the brands themselves and are 100% genuine. 


Your Account


Why do I need to create an account?

Creating an account makes your shopping experience a lot simpler. Should we need to contact you regarding your order, it is important that we have your contact details handy. Having an account with us also means your delivery addresses are saved, saving you time the next time you shop with us. An account also lets you see you order history, as well as returns notes and invoices.

I have forgotten my password – how can I log on?

 All you need to do is go to the account page, click the 'Forgotten your password?' link and put in your account email address in the box provided. Once you've pressed the 'Next' button, we'll send a new password to your email address. If you're still having problems, just email us at

How do I change my personal details or email address?

To change any of your personal details – name, contact details, password – log in to your account and click on 'Change my details and password'. You can then make any changes you need to.



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