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Customer Service Hours
We aim to answer all questions between Mon - Fri - 8.00am to 9.00pm, Sat and Sun - 9.00am to 6.00pm
If you have questions that are not answered below please, click here to contact schuh eBay
Common customer FAQ's
What's your returns policy? Where do you ship, how much
does it cost & who do you ship with?
What does 'ship with other' mean on your listings?
I can't find my country listed for delivery Why don't you deliver to my country? What methods of payment do
you accept?
How will I know when my order has
been despatched?
What size should I order? Why Can't I bid on this Item?
Will I have to pay duty or custom
charges if I live outside the EU?
Where' s my order? How many pairs of shoes can
I order?
Do you offer combined shipping? Do you have the shoes I like in a
different size/colour?
The auction hasn' t ended yet. Can I
buy them now or make an offer?
Why is this shoe only available to
order within the UK and Ireland?
What materials are the shoes
made of?
Can you give me the measurements
of the footwear?
Can I amend my delivery address
once I have paid for my item?
Your right to cancel your agreement


What' s your returns policy?

Christmas returns policy.

During the run up to Christmas, we are offering an extended returns policy until 31 January 2015 on orders placed between 1 November 2014 and 31 December 2014. To return your order, please follow the steps below.

We hope you LOVE your new shoes! However, if it turns out that they're not suitable for whatever reason, you can return them to us within 30 days for a full refund. We just ask that you return them in the same condition you received them in, and in their original packaging. We recommend you use a Recorded or Special Delivery service to send the parcel in case you need to track it with the courier. If you've lost your returns form, then please include a covering letter with your name and address, your order number, the reason for returning the item.

Please send them back to:



Schuh eBay
1 Neilson Square
Deans Industrial Estate
Livingston
EH54 8RQ
SCOTLAND



If the item is faulty or incorrectly despatched, we will be able to offer a refund for the product and your postage costs. If you believe you have been sent the incorrect item, please double check the full details of the listing, including the UK size before returning the item to us. We are only able to reimburse postage costs or delivery charges where the item is faulty or if we've sent the wrong thing. We're really sorry, but we are unable to take back used goods which are unsuitable or don't fit. This is in addition to, and does not affect, your consumer rights.


Please note that all items won on Schuh eBay can only be returned to the above address. These items cannot be returned to any of our High Street Stores.



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Where do you ship, how much does it cost & who do you ship with?

We use a secure courier service to make sure your shoes reach you safe and sound. A signature is normally required on delivery, so you can order with confidence. The details of the countries we deliver to, the cost and the delivery timescale are below

UK Deliveries
Your item will be delivered with the most appropriate courier for your delivery location.
Delivery to UK MAINLAND via Parcel Force, UPS or Yodel
Delivery to NORTHERN IRELAND via City Air Express
Delivery to REPUBLIC OF IRELAND via City Air Express & UPS

Shipping to the UK and Northern Ireland is between 3-5 working days
Shipping to the Republic of  Ireland is between 5-7 working days


UK & Ireland DELIVERY COST COST PER ADDITIONAL ITEM
UKspacer Republic of Ireland 4.99 FREE (Max 9 Pairs)*

*You can order up to ten pairs within a four-day period to be delivered to the UK or Ireland. You can combine the shipping on any Auction and/or Buy It Now items ordered on eBay desktop site so that you only pay one amount of postage. Due to changes in the eBay checkout process, we can no longer automatically combine items ordered on eBay mobile or the eBay app, meaning postage will be applied per item initially. Get in touch with us once you’ve paid if you’re using the mobile site or app - we’ll be happy to refund any additional postal charges paid so you only end up paying for one postage cost. The last item must be won within 4 days of winning the first item. All items must be paid for at the same time, this being within 4 days of winning the first item. Click HERE for more info on Combined Shipping.



Delivery to INTERNATIONAL COUNTRIES via UPS
Shipping to International countries is between 5-7 working days

International* DELIVERY COST COST PER ADDITIONAL ITEM
International 15.00 7.50  (Max 9 Pairs)

* You can order up to ten pairs within a four-day period to be delivered internationally. You can combine the shipping on any Auction and/or Buy It Now items ordered on eBay desktop site so that you only pay one amount of postage which will be £15 for your first item and £7.50 per each additional item. Due to changes in the eBay checkout process, we can no longer automatically combine items ordered on eBay mobile or the eBay app, meaning you will initially pay £15 for each item for postage. Get in touch with us once you’ve paid if you’re using the mobile site or app - we’ll be happy to refund any additional postal charges paid so you only end up paying for one postage cost. The last item must be won within 4 days of winning the first item. All items must be paid for at the same time, this being within 4 days of winning the first item. Click HERE for more info on Combined Shipping.

Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden




* Import duty, custom charges and delivery surcharges may apply to your delivery country. The courier will contact you directly prior to delivery if charges apply to your order. Check with your local or national Tax or Customs office for further details.

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What does 'ship with other' mean on your listings?
To ensure you’re shoes arrive as quickly as possible, the courier we use to deliver your item is dependant on where you’re having it delivered to! Therefore, we may use Parcelforce, UPS or Yodel to deliver to Mainland UK, City Air Express to deliver to Northern Ireland and Republic of Ireland, and UPS to deliver internationally. Please see our Delivery Info for full details.

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I can't find my country listed for delivery
From schuh on eBay, we deliver to the UK & ROI, countries within the EU and some countries outside of the EU too. See our Delivery FAQ for a full list of the countries we deliver to and shipping costs. We're really sorry if your country isn't listed in our FAQ's. Due to licensing restrictions with the brands we sell we're unable to offer delivery of orders to countries not listed in our Delivery FAQ. We're really sorry for any disappointment that this may cause.

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Why don't you deliver to my country?
Due to licensing restrictions with the brands we sell we're unable to offer delivery of orders to some countries. We're really sorry for any disappointment that this may cause. From schuh on eBay, we deliver to the UK & ROI, countries within the EU and some countries outside of the EU too. See our Delivery FAQ for a full list of the countries we deliver to and shipping costs.

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How Will I know when my Order has been Despatched?
As soon as your order has been despatched, we'll send you an email to let you know. We'll send you further tracking emails so you know when to expect your order. Some email accounts will Junk any emails that are sent from addresses that are not recognised, so make sure you add eBay@schuh.co.uk to your address book so that we can get in touch with you!

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What Size Should I Order?
We stock LOTS of different brands and - just like clothing - they sometimes vary in their sizing. We stock footwear from all over the world but all of our shoes are listed in UK sizes. To check the UK size against US and EU sizing, check our Size Conversion Chart for guidance. We're sorry, but we're unable to give measurements in centimetres. If you receive the shoes and they're not an ideal fit, don't worry! You can return them unused to us and get your money back. Click here for info on how to return the shoes to us.

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What methods of payment do you accept?
PayPal is the quickest, easiest and most secure way to pay. As soon as you win your auction, we will email you with all of the details of the item(s) you have won. We're sorry, but we're unable to accept cheque, postal order, credit card, bank transfer or take payment details over the phone.


All payments must be made through our secure checkout within FOUR days of winning your item.

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Will I have to pay duty or custom charges?
Import duty, custom charges and delivery surcharges may apply for your delivery country. The courier will contact you directly prior to delivery if charges apply to your order. Check with your local or national Tax or Customs office for further details. We're really sorry, but as we receive payment from you for your item, we're unable to mark the package as a Gift.

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Where's my order?
Once your order has been despatched, we'll email you a tracking number so that you can track the item with the courier. Some email accounts will Junk any emails that are sent from addresses that are not recognised, so make sure you add eBay@schuh.co.uk to your address book so that we can get in touch with you! If you don't receive your tracking number within 48 hours of making a full payment through the checkout, please get in touch with us by clicking HERE and we'll be happy to track the order for you.

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How many pairs of shoes can I order?
How many do you want?! There's no limit on the number of pairs you can buy in any one transaction. If we've got them, you can have them! And whats more, customers having their orders delivered to the UK or Ireland can order up to TEN PAIRS in any one transaction, and we'll combine the shipping on any Auction and/or Buy It Now items if ordered on the eBay desktop site. Due to changes in the eBay checkout process, we can no longer offer this automatically on orders placed on the eBay mobile site or the eBay app meaning postage will be applied per item initially, but get in touch with us once you’ve paid if you’re using the mobile site or app - we’ll happy to refund any additional postage charges paid so you only end up paying for one postage cost. The last item must be won within 4 days of winning the first item. All items must then be paid for at the same time, this being within 4 days of winning the first item. For more information on Combined Shipping click here

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Do you offer combined shipping?
If you order up to ten pairs within a four-day period on the eBay desktop site to be delivered to the UK or Ireland, you can combine the shipping on Auction and/or Buy It Now items. Due to changes in the eBay checkout process, we can no longer automatically combine items ordered on eBay mobile site or the eBay app meaning postage will be applied per item initially. Get in touch with us once you’ve paid if you’re using the mobile site or app - we’ll be happy to refund any additional postage charges paid so you only end up paying for one postage cost. The last item must be won within 4 days of winning the first item. All items must be paid for at the same time, this being within 4 days of winning the first item.

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Do you have the shoes I like in a different size/colour?
Everything we have available is on our website. If you cant find it by checking the BRANDS section, or by using Search, then unfortunately, this will mean we don't have it! Sorry! The good news is we get new styles & brands all the time. Hoorah! So sign up for our newsletter by clicking HERE and be the first to get your hands on our new styles!

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The auction hasn't ended yet. Can I buy them now or make an offer?
If an item is in an auction, we're unable to end it before its due to finish. If you want to make an offer, simply bid on the item you like! If you're lucky, yours will be the winning bid! If you're in a hurry and you know how much you want to spend, check out our Buy It Now listings by clicking HERE

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Why is this shoe only available to order within the UK and Ireland?
Unfortunately, some of our items become damaged while on display in our stores. Therefore we list them as Imperfect or Damaged stock. Although we state the exact damage in the listing and show photos of the imperfections, it is sometimes the case that customers are unhappy with the condition of the shoes when they receive them. The customer has to pay for the item to be posted back to us and we are unable to refund their original postage costs. To avoid customer disappointment, the sale of Damaged & Imperfect items is limited to despatch to the UK & Ireland as the postage costs are less than to our International customers.

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Why Can't I bid on this Item?
We can only send items listed as IMPERFECT/DAMAGED to the UK & ROI. We're really sorry, but if you don't live in the UK/ROI, then you wont be able to bid on DAMAGED/IMPERFECT items.

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What materials are the shoes made of?
Each of our listings will state whether the upper materials are Leather, Suede, Nubuck, Fabric or Synthetic. Leather, Suede & Nubuck are natural materials and can be either Cow or Pig hide.

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Can you give me the measurements of the footwear?
All of our stock that is currently on eBay is kept in storage until the listing has ended. As this is the case, we're unable to provide footwear measurements. However, if you're unsure of the UK size you require, you can check our size conversion chart here.


The good news is that, if you find that the footwear is unsuitable, you have 30 days to return it to us, unused and in its original condition, for a refund. Please note that we will not be able to refund your postage costs unless the shoes are faulty or mis-described.


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Can I amend my delivery address once I have paid for my item?
Once all items have been paid for and cleared through the PayPal security system, we are unable to make any changes to the address that has been selected for shipping. It’s always best to double check the address you have selected for shipping prior to paying for the item through PayPal. Please note that no exceptions can be made to this for security reasons.

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Your right to cancel your agreement
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which replace the Distance Selling Regulations on Friday 13 June 2014, you have fourteen calendar days from the Commencement Date (“the cooling-off period”) in which to cancel this Agreement if for any reason you are not happy with the Goods which have been delivered to you. This cooling off period begins on the day after the day you receive the Goods from us. If your order contains several items which are to be delivered separately, your cooling off period begins the day after the day on which you receive the final part of your order.

If you wish to cancel the Agreement under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you must notify us of this fact within the cooling-off period. You can do so by:
- Writing to us at schuh eBay, schuh Ltd, 1 Neilson Square, Deans Industrial Estate, Livingston, SCOTLAND, EH54 8RQ detailing your wish to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- calling us on 0207 100 1515, stating that you wish to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- emailing us via eBay messages, detailing your wish to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

On cancellation, you must return the Goods that we have delivered to you at your own expense no later than 14 days after the day on which you inform us of your cancellation. We will exchange or refund the price paid for the Goods no later than 14 days after the day on which we receive the Goods back or 14 days after the day on which we receive evidence of the Goods being returned to us. Under section 34, we will also refund any charges for the initial delivery received unless you expressly chose a kind of delivery costing more than the least expensive common and generally acceptable kind of delivery offered by us. In that case, we will refund any payment for delivery received up to the amount you would have paid had you chosen the least expensive common and generally acceptable kind of delivery offered by us. Unless you originally received incorrect, damaged, faulty or substitute Goods, you will be liable for the costs of returning the Goods to us, and we will not reimburse you for this.

You should post the Goods back to us as follows, no later than 14 days after the day on which you inform us of your cancellation:
- Schuh eBay Returns, Schuh Ltd, 1 Neilson Square, Deans Industrial Estate, Livingston, EH54 8RQ
- Goods should be adequately sealed in the original packaging where possible. Please note that the Royal Mail may reject any package that is not adequately wrapped
- Please fully complete the returns form included with the delivery package, or enclose a note detailing your name, address, contact number and reason for return. This will ensure that you receive your refund or replacement goods promptly
- Please make sure that you have addressed the package clearly with the above address. We recommend that you request a certificate of posting from the Post Office as proof that you have sent the package (the Post Office do not charge for issuing these certificates).


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