FAQ

This page provides answers to frequently asked questions about our website, products and service. If this page doesn’t answer your query then please contact us at info@prettybigfeet.co.uk  or by phone on +001 020 8296 9045

Payment 

Q: What cards do you accept?

A: We accept all major credit and debit cards, including American Express.

Q: What currency and payment methods do you accept?

A: We accept payment online in UK sterling, Euro, Swiss Franc, Swedish Krone, Norwegian Krone, Australian Dollar, New Zealand Dollar, Canadian Dollar, USA Dollar

Q: Is the website safe to leave my credit/debit card details on?

A: PrettyBigFeet website is totally secure. Look for the padlock at the top of your web browser.

Q: What are the delivery charges and destinations?

A: The UK standard delivery charge is £5.90, and express delivery is £8.00. Orders over £100.00 are free for UK customers only. For international delivery costs and times please refer to the Home Page Delivery and Returns section.

Orders

Q: How do I obtain more information about a product?

A: Email us with your query and we will do our best to provide you with all the information you require

Q:  Do you deliver outside of the UK?

A: Yes, we do. Please refer to the Home Page Delivery and Returns section. If your country is not featured in our international delivery list please contact us by email and we can provide you with a quote.  

Q: When will my card be debited?

A: Your card will be debited at the time of dispatch, if any item is temporarily unavailable you will be advised of the delay. Your details will be held on our secure system until the time of dispatch – no money will be taken until we physically have the shoes to send you.

Q: Do you have a catalogue?

A: No, not as yet, we will however, seek to produce a catalogue in the future.

Returns and exchanges

Q: I need to return an item, how do I do this?

A: Please refer to the returns document within your parcel or the returns section on this website.

Q: When will my refund be credited into my account?

A: Upon safe receipt of the item/s, a refund will be made to the original card used for the purchase.  Please allow 7-10 working days from receipt of your return for a credit to appear in your account.

Q: When will I receive my replacement?

A: We will attempt to dispatch exchange orders within 4 days of receipt of the return.

Q: Do I have to pay for return postage?

A: Yes, the customer is responsible for the safe return and cost of return of all goods.

Q: Do I have to bear the postage for receiving an alternative product?   

A: No. 

Q: My shoes haven't arrived, what do I do?

A: We are pleased to say that most of our parcels arrive safely and on time. However, if you have not received your order within the specified time, please email and we will investigate straight away. We’ll need your order ID, name and address.

Q: Can I order an exchange on your website?

A: No, because the website treats all orders as new orders. Simply put the exchange details on the Returns Form and enclose with your returning footwear. If you want the replacement item promptly, order the replacement from our website as normal and they will be sent straight away. Your returned pair will be credited back to your card on receipt as normal.

Q: Do you automatically confirm that you have received returned items?

A: Yes, we will send an email to confirm receipt of your return.