Frequently Asked Questions (FAQ)

Last Updated: 29 November, 2025

UK SHOES is a brand operated by the company HAICHEN TECHNOLOGY TRADE LLP

Registered Company Name: HAICHEN TECHNOLOGY TRADE LLP

Address: 128 City Road, London EC1V 2NX, United Kingdom

Email: contact@uk-shoes.com

Phone: +44 745 804 1303

Business Hours: 9:00 AM–8:00 PM (Monday to Friday), (GMT+00:00) Greenwich Mean Time (London).

Saturday: 11:00 AM-3:00 PM PM (GMT+00:00) Greenwich Mean Time (London)

Orders & Shipping

1. Do you offer free shipping?

Yes. We provide 100% FREE SHIPPING on all orders across the United Kingdom.

2. Which carrier do you use for delivery?

We ship all orders through Royal Mail for fast and reliable delivery.

3. How long does delivery take?

  • Processing Time: 0–1 business day (Monday–Saturday)
  • Delivery Time: 1–3 business days after dispatch (Monday–Saturday)

4. Do you ship internationally?

No. We currently ship within the United Kingdom only.

5. What is your order cut-off time?

Orders placed before 2:00 PM (GMT+00:00) Greenwich Mean Time (London) are processed the same day.
Orders placed after this time are processed the next business day.

6. Can I track my order?

Yes. You will receive a tracking number 24–48 hours after your order is dispatched.

7. My tracking number isn’t updating. What should I do?

Tracking may take several hours to update in the Royal Mail system.
If no updates appear after 48 hours, contact us at contact@uk-shoes.com

Orders, Changes & Cancellations

8. Can I change my shipping address after placing an order?

Yes, but only within 12 hours and before the order is shipped.

9. Can I cancel my order?

Yes, cancellations are allowed within 12 hours, provided the order has not been dispatched.

10. My order has already shipped. Can I still cancel?

No. Once shipped, cancellations are not possible.
You may still return your order after delivery.

Returns, Refunds & Exchanges

11. What is your return policy?

We offer a 30-business-day (Monday–Saturday) return window from the date of delivery.

12. Do you charge any restocking fees?

No. We do not charge any restocking fees.

13. How long does it take to receive a refund?

Refunds are processed within 7 business days (Monday to Saturday) after we receive and inspect your returned item.

14. What condition must the item be in to return?

Items must be:

  • Unused
  • In the original packaging
  • Free from wear or damage
  • With all tags attached.

15. Do you offer exchanges?

Yes. Exchanges are available for:

  • Wrong size
  • Wrong colour
  • Faulty items
  • Defective pairs

16. What if my item arrives damaged or incorrect?

You must notify us within 48 hours of delivery with photos/videos.
We will replace or refund the item.

Payment & Security

17. What payment methods do you accept?

We accept:

  • Visa
  • Mastercard

18. Is your payment system secure?

Yes. Our checkout uses:

  • SSL encryption
  • PCI-DSS compliant processors
  • Fraud protection systems
  • Secure payment gateways

Your payment details are never stored on our servers.

19. Can I pay with cash on delivery?

No. We currently accept card payments only.

Product, Sizing & Quality

20. Are your shoes orthopaedic?

Yes. Our shoes are designed with supportive cushioning, arch support, shock absorption, and comfort-focused engineering.
However, they are not medical devices.

21. How do I choose the right size?

Please refer to our Size Guide Page for detailed measurements.

22. Are the colours exactly as shown in photos?

We try to display accurate images, but colours may differ slightly due to screen brightness or lighting.

23. Do your shoes help with foot pain?

Many customers report relief from:

  • Plantar fasciitis
  • Flat feet
  • Heel pain
  • Knee discomfort
  • Back strain

However, results vary by individual.
Our shoes are not a replacement for medical treatment.

Product Care

24. How do I clean my shoes?

  • Use a soft brush or cloth
  • Avoid machine washing unless stated
  • Air dry naturally
  • Keep away from direct heat sources

25. How long will the shoes last?

Lifespan depends on:

  • Usage frequency
  • Walking style
  • Care habits
  • Surface conditions

With proper care, our shoes provide long-lasting comfort.

26. Do you share my personal information?

No. We do not sell your data.
We only share essential info with:

  • Payment processors
  • Royal Mail
  • Analytics and advertising tools

(Full details are in the Privacy Policy.)

27. Do you comply with UK GDPR?

Yes. Our privacy and data protection practices fully comply with:

  • UK GDPR
  • Data Protection Act 2018
  • ICO guidelines
  • PECR regulations

Customer Support & Contact

28. How do I contact customer service?

You can reach us at:

Registered Address: 128 City Road, London EC1V 2NX, United Kingdom

Email: contact@uk-shoes.com

Phone: +44 745 804 1303

Business Hours: 9:00 AM–8:00 PM (Monday to Friday), (GMT+00:00) Greenwich Mean Time (London).

Saturday: 11:00 AM-3:00 PM (GMT+00:00) Greenwich Mean Time (London)

29. How long does it take to receive a reply?

We aim to reply within 24 hours (Monday–Saturday).

Additional Questions

30. What if I received the wrong size?

Contact us immediately. We'll arrange an exchange.

31. My parcel shows delivered, but I didn’t get it.

Please check:

  • With neighbours
  • With household members
  • At the local Royal Mail depot.

If still unresolved, contact us for assistance.