Whilst we will always reply to e-mails, we can receive hundreds of messages each day, which understandably can take a while to reply to. As most of the messages that we receive ask questions which have already been answered in the item listing or here we would kindly ask that, if you have a question about an item or any part of our service whatsoever, please first check the frequently asked questions below and the item listing first.
If the below information does not help to answer your question, please e-mail us at firstname.lastname@example.org.
Can I Buy It Now?
Unfortunately at the current time we are unable to accept offers on our items.
Do you combine shipping?
Yes, we can combine shipping in some instances. Within the UK it is full price for the first item & £1.00 per item thereafter. If you would like International rates please contact us once all items have been secured and a price can be calculated for you, as prices will differ between countries.
Are your items genuine?
Yes. Every single one of our items is genuine and has come from a reputable supplier. We do not deal in counterfeit items of any description.
Are the photos of the actual item for sale?
For some Buy It Now items we use stock photos that we have taken, as we will have dozens or hundreds of pairs available. With auction items, however, we photograph each item individually and do not use any stock photos.
Can I return if...
As a general rule of thumb, if we have made a mistake, the item breaks (not through wear & tear) or you have not used it and change your mind within thirty days, we can accept it back for a refund or exchange. Please see our returns policy for full details.
What is your returns policy?
- You have the right to cancel your order and return unused goods to us within a period of thirty days from the date of receipt;
- We accept unworn/unused returns for any reason — if we are at fault, we can offer a full refund or exchange. However, if the item has been worn/used or is not in the same condition as when it was received, we unfortunately are not able to accept a return;
- Exchanges are only available for items where surplus stock is available — unfortunately, we are unable to guarantee the availability of goods, and may not be able to accommodate requests for an exchange, in which case we will offer a refund;
- Underwear, lingerie, hosiery, etc — due to hygiene reasons, please note we are unable to accept these back under any circumstances;
- If you are returning a non faulty item and wish to receive an exchange, please be advised we will require a small repostage fee of £5.49 (UK ONLY, excluding Jersey & Guernsey) to cover the cost of postage back to you. This can be paid via PayPal using the send money option to email@example.com or by calling our customer service team on (024) 7669 4141.
- If we have made a mistake or the item is faulty, we will accept responsibility for our mistake and make every effort to put things right;
Do you offer exchanges?
We offer exchanges where we can. Most of our Buy It Now stock is brand new and we will have other sizes and colours available. However, please note that our auction stock usually consists of one-offs, so we can sometimes only offer refunds. Exchanges are subject to a repostage fee, to cover the cost of getting a new item to you from our warehouse.
Are there any hidden costs?
No. There are no hidden costs from us — the price stated in the listing is all that you will be asked to pay us to get your item. However, please be aware that your local or national government may charge an import duty at Customs if you are buying from outside the UK, which is your responsibility as an importer of goods to pay. If an item is returned to us for an exchange (or any other circumstance where we will incur postage/courier fees and are not at fault ourselves) any shipping costs are payable by the buyer. Also in line with eBay policies and the Distance Selling Regulations we are unable to refund original postage costs of an auction item returned to us due to personal preference.
Why isn't my country listed for delivery?
Unfortunately we are not able to ship to all countries. This may be due to weight restrictions on inbound parcels, high shipping costs or political embargoes. We have assessed each country on a case-by-case basis, liaising with our courier to explore shipping options. So unfortunately, if your country is not listed as a shipping destination, it is not somewhere that we are able to ship to at the current time.
Has my order been dispatched?
When your order has been sent, we will mark it as 'dispatched' on eBay. You can check this by logging into the site and looking at your purchased items. You will also receive an e-mail from eBay to advise of this, and once we have got a tracking number for your parcel you will receive an e-mail from us to let you know (on or before the delivery day, you may also receive an e-mail and/or text message from the courier).
Will I have to pay Customs to receive my parcel?
Any customs or import duties are levied once the package reaches it's destination country. Additional charges for customs clearance must be paid by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country: you may want to contact your local customs office for further information. In rare occasions custom agents may delay delivery of some packages.
By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
If you refuse a shipment from iShoe, you are responsible for the original shipping charges, any import fees that are incurred on the package and the cost of returning the package to iShoe. This amount will be deducted from your merchandise refund. In the instance the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.
Can I change the shipping address?
In some circumstances this is possible. Once your item has been dispatched there is usually nothing that we are able to do, without having to pay for the parcel to be returned and relabelled. However, if it is on or before the day of dispatch, if you contact us as soon as possible we will do everything we can do help (although please note that we can make no guarantees). We can be contacted by e-mailing firstname.lastname@example.org or by calling +44 (0) 24 7669 4141 (open 9:00 - 17:30 GMT, Monday - Friday, excluding bank holidays).
Do you have a particular item in other sizes/colours?
All of our currently-available goods are already listed for sale, so if the exact item that you are looking for is not listed then unfortunately we do not have it in stock at the moment. However, we do get deliveries in every week, so please add us to your favourites list or sign up for our newsletter so you can receive an e-mail every two weeks to advise of what new stock has arrived.
What size should I order?
Much like clothing, unfortunately sometimes shoe sizes can vary between different manufacturers. To keep things uniform, we list all of our items with the UK size as the primary size. We would therefore advise converting from your EU or US size to the equivalent UK size when deciding which size to purchase.
Where is my order?
Once your order has been dispatched we will send you an e-mail with the tracking number (this will go to the e-mail address that you have on file with eBay). Delivery within the UK normally takes up to a few days and international delivery will normally take between one and three weeks (although there may be Customs delays, which are beyond our control). If your item has not arrived and these timeframes have passed, please contact us before leaving negative feedback and we can look into this for you. If you are in the UK we can speak directly to the depot in your area and get very specific information to help — in almost all cases there is no problem and we can sort things out very swiftly.
What materials are used in the footwear that you sell?
Please refer to the 'Item Specifics' section of each listing to see a full description of which materials are used in its construction.
Can you measure an item for me?
Where relevant, we have included measurements in each item listing, in the 'Item Specifics' section. Unfortunately, however, we are unable to provide any further measurements, as all of our stock is stored away in a warehouse until it has sold and is picked for dispatch.
How long do I have to pay for my item?
We allow up to seven days for payment of items. During this time you may receive an Unpaid Item reminder from eBay. This is automated and does not have any negative bearing upon your account — as soon as payment is received, eBay will automatically close the reminder case.
I'm bidding on another item — can I combine them if I win?
Yes, you can. If you have already paid for one or more items, please contact us as soon as possible so we can stop them from being dispatched and can offer you cheaper shipping on any subsequent purchases that we send at the same time. Our system will pick up some combined orders, but to be sure it is always best to request a combined invoice from us, so we can ensure that eBay groups everything together correctly for you.
What payment methods do you accept?
We accept payment by PayPal (either by completing eBay checkout or by sending manually to email@example.com), credit/debit card over the telephone (our Sales Team are available to take payments 9:00 - 17:30 GMT, Monday - Friday, excluding bank holidays). We do not accept payment by cash, cheque, postal order, bank transfer or postage stamps under any circumstances, and any such payments will be returned at the buyer's expense.
How much does it cost to ship to my country?
Please see the 'Postage and payments' of the item listing, where eBay provide a full list of all of our worldwide shipping rates. Each rate is based on the actual cost to us of sending an item by courier. Please note that we do not send items by Royal Mail or by any uninsured service.
Can I collect?
Yes, you can collect your item from us. If you win an item, you can select 'Collection in Person' as the shipping method during checkout (this is a free service). Once the item has been paid for we will be in contact (usually on the following morning, if on a weekday) to advise when your item is ready for collection. Collections are from our shop at Boss Shoes, 2 Binns Close, Tile Hill, Coventry CV4 9TB
Why do I have to pay to have an unclaimed parcel reshipped?
If an item has been returned to us by our courier after delivery attempt(s) — during which no one was available to sign for the parcel and no one attempted to collect the parcel or arranged redelivery to a more suitable time or place — we reserve the right to charge another carriage fee to resend the parcel a subsequent time. We will only charge what the courier is going to charge us, and unfortunately have to pass this cost along to the buyer as we would otherwise be out of pocket through no fault of our own. If it would be more convenient to have a subsequent delivery go to a different address where someone will be available to sign for the parcel, that would not be a problem and we will be more than happy to tender any such requests.
Will/Can delivery be made on a weekend?
Whilst the courier service that we use within the UK is a 1-2 day service, unfortunately deliveries are only made during week days. However, for many items we can offer a next-day Saturday delivery service at an added cost. Prices usually vary between £15.00 and £30.00, but if you get in contact we can provide an accurate quote for your order.
Do I have to pay for returning an item?
No you don't, all UK (excluding Jersey & Guernsey ) returns are free when using Collect+ (please note a printer will be required to obtain your free returns label, unfortunately if you are unable to gain access to a printer any other method must be authorised before an item can be returned. To proceed and have the item returned to us please refer to the leaflet inside your parcel, this will provide you with all the information you need including directions to our online returns form, for Non UK, Jersey/Guernsey and International returns please use the cheapest trackable service available, in cases where an item is faulty or not as described we will of course be happy to have this cost refunded for you once the item has been received back and the fault confirmed.