Delivery, Sizing and Other Info
We don't like nasty surprises, so we include postage in the price of each item sent to a UK address. What you see is what you pay; you won't be caught out at the checkout. We have to make an exception for very large parcels, as Royal Mail can't handle these and they take a bit of looking after.
For our customers in the EU or other countries we do have to add a little bit to your order for postage. This is simply because it costs us more to post to you, and we promise to keep this amount to the minimum possible.
We ship our shoes unboxed. This way, we are able to bring you a great price by reducing our own costs as well as helping the environment. Your items will be delivered well protected and packaged.
Shoe manufacturers don't conform to a standard size which is why 'Bob' may find he's a size 9 in a work shoe but a 10 in a running shoe and why 'Sally' may have shoes marked 39 and 40 in her wardrobe.
There are many online reviews which advise "a size smaller" or a "size bigger", some even say one or two sizes bigger or smaller. Though this may be what the individual wants, it won't suit everyone and it becomes hard to know which size to order. If in doubt, always go with your "normal" EU shoe size, which you can check by looking inside shoes you already own to see what the corresponding EU size is.
If you can't work it out, don't worry! Feel free to ask.
Due to popular demand and many years of guesstimating the size of feet we've never seen, the approximate UK size is provided for comparison purposes. Please note that there is relative agreement between manufacturers in the mid-range sizes, but sizes 285 and 200-225 have a greater margin of error between EU and UK sizing.
|Chinese Feiyue size/Insole length (mm)||European Size||Approx UK size|
Please note, the mm insole length is not the same as the length of the outsole.
If you have any questions please get in touch through our contact page.
Dispatch and Delivery
We aim to dispatch within four working days of your order being placed. If there is any delay or problem with the dispatch of your order, we will let you know as soon as we can.
Orders sent within the UK are sent via Royal Mail usually, and should arrive around 3-7 working days after dispatch. Occasionally it may be easier or more cost effective to use an alternative courier service- this is particularly the case for orders of 4 pairs or more, where we usually use myHermes.
Orders from outside the UK should arrive in your country around 5 working days after dispatch in the EU or 7-10 working days for the rest of the world. On top of this you should allow extra time for your own country's postal service to deliver to you. Orders outside the EU may be subject to delay from your country's customs (see customs below). Postage to remote areas overseas may take longer.
Returns and Exchanges
We understand that people change their mind so if you want to return an item, you can do so, no hassle, no worries, no questions. Similarly if you have bought an item of clothing and would like to change it for a different size that's no problem.
We are happy to accept returns or exchange items (subject to availability), but we do ask that you pay the return postage to get the item back to us - similar to if you were taking the item back to a shop (and probably cheaper than petrol and parking or a bus ticket). If you are exchanging an item we will pay the postage to send the item you are exchanging for or give a full refund accordingly.
For EU customers we accept returns and exchanges on all items up to 7 working days after receipt of item as long as the item is unused and returned in it's original condition with all packaging. We will extend this for customers in Iceland, Norway, Switzerland and the Channel Islands. Refunds will be made using the payment method you used at checkout. We reserve the right to deduct any reasonable amount from your refund if item(s) are not returned in such condition. We may also consider accepting returns within a reasonable period after the 7 day limit, in such cases we reserve the right to charge a restocking fee no greater than 5GBP. To cancel your purchase within the seven-working-day cooling-off period, please email us within seven working days of receiving the item and we will give you instructions for where to return the item/s. After receiving the return instructions from us you have 30 days in which to return the item. We cannot issue refunds or exchanges on items that have not been received.
Once goods are received back we will process the requested exchange or refund within 14 working days, which will include the relevant part of the purchase price for that item together with the item's normal postage charge- we cannot refund any priority, express or courier component of the postage charge. Please ensure your return is identifiable by including your name, address, order number and instructions on what you are exchanging for or if you require a refund; we cannot process your request without this information.
We regret that we do not accept returns from other international locations.
The vast majority of items arrive with our customers safely. If you have not received the item in a reasonable time please let us know and we'll help out.
We accept all major credit and debit cards online including Visa, Mastercard, SWITCH, Solo, Delta, Amex and Maestro, and Paypal.
We do not add fees for paying by credit card using the above methods. Please note, if outside the UK, shipping will be calculated after entering your payment details.
Non-EU buyers - Customs
There is no customs duty to pay on orders sent and delivered within the European Union. It is possible that for orders placed outside the European Union may be subject to a customs charge on arrival in your country. In our experience this is extremely rare for most orders but it is up to you to pay any customs charge this if it happens.