Below are our most frequently asked questions. If this page does not answer your questions and you're still in need of more help, contact us at hello@shoes121.co.uk or click here to fill out a contact form. We will respond to your query as fast as we can.

Ordering with 121Shoes

Do I need a 121Shoes account to place an order?

No, you don't. You can check out as a guest!

However, if you wish to start an account with us, you can join now by signing up here. It's FREE! All members can enjoy free deliveries and returns; and access discount codes, giveaways and secret sales.

How do I place an order?

Shopping with 121Shoes could not be easier. You can browse our website at your leisure, scroll through the various categories or search for something more specific. Once you’ve made your selection and decided on the size, click “Add to Basket”. You can then navigate to your shopping cart and follow the simple on-screen instructions to complete your order with us!

Can I amend my order?

If you have placed an order with us and you wish to amend it, contact us on hello@shoes121.co.uk or through the contact form here. If we have not yet dispatched your order, we will be able to change it for you.

Can I cancel my order?

We may be able to cancel an order if it has not yet been dispatched. If you wish to cancel an order please contact us as soon as possible on the above contact form, or send an email to hello@shoes121.co.uk.

If your order has already been dispatched and you wish to cancel it you will need to follow our returns procedure, which you can read below.

Can I send my order to an address that is not my home address?

Yes, you can! Simply log in to your account and add an additional delivery address.

I bought something at full price but after my purchase, the item went on sale – can I get the difference refunded?

No. Once an item has been ordered, the price is fixed. Our sales are announced through our email newsletter and social media. You can follow us on Instagram, Twitter and TikTok to stay up to date with our sale information.

Can I order via telephone?

We are currently not offering telephone ordering as a service. We will be looking to implement this into our service in the near future, so check back here to keep updated.

Will I receive a confirmation email once I have placed my order online?

Yes, you should receive an email with confirmation after your order has been placed as long as you entered your email address correctly at checkout or when creating your account with us.

Delivery at 121Shoes

How much do you charge for delivery?

You can find the full details of our delivery and returns services, including prices and timings by checking out our Delivery and Returns page here. Contact an advisor today at hello@shoes121.co.uk for more information.

Who will deliver my parcel?

We use a track and signed for service, provided by Royal Mail. Please note that if you have ordered multiple items, your order may be shipped in more than one package.

Can I keep track of where my order is?

Yes, you can track your item by entering your email address and order details here or you can use Royal Mail's Parcel Tracking Service here.

You can find all of your order details in your shipping confirmation email.

What happens if I am not at home when my parcel is delivered?

Royal Mail couriers will leave you a notification and you can re-arrange your delivery, choose a date of delivery, request a collection from the post office, or pick up your parcel from your nearest Royal Mail Warehouse.

Does 121Shoes offer next-day delivery?

Yes we do! We are delighted to present our UK customers with the option of next-day delivery when you make your purchase with us before 1 pm from Monday to Thursday. This offer is currently only extended to UK residents. 

Where do you ship?

We ship items only in the UK!

At the moment, we are unable to process or ship international orders. We are excited to say that we are, however, looking into the possibility for the future!

Can I collect my parcel?

Yes, you can. We offer a collection service from our in-person shop in Cameron Toll, Edinburgh. For more details on location, parking and opening times, visit the shop's website here!

Returns and Exchanges at 121Shoes

Can I return my item?

Yes, you can find out our full return details at our Returns and Delivery information page here.

Can I exchange my item for a different item?

Yes, you can! See the full information on our Returns and Delivery page for more, or get in touch via email on hello@shoes121.co.uk for extra support.

Can you refuse a refund or exchange?

Yes, as stated in our policy, we reserve the right to withhold refunds and exchanges if the returned item is sent back to us in a condition unsuitable for resale.

We can offer you a partial refund in particular situations. Get in touch via email or through our contact page to find out more.

Which courier should I use for return?

Please use Royal Mail for any returns, you can print your return label on Royal Mail website.

Do you offer free returns for European countries?

Unfortunately our free return service is only available to UK customers.

How will I be refunded?

We will process your refund or exchange within 14 working days of receiving your return! Your money will be refunded to the payment card or account you used to pay with at the checkout.

I would like to speak to someone about returning my order, who do I contact?

You can email us on hello@shoes121.co.uk or get in touch via our contact form. Please remember that our working hours are between 9am and 5pm Monday to Friday. An advisor will be in touch with you as soon as possible.

How long do I have to return items?

We offer a 60 day return policy!

Payments and Security

How can I pay for my order?

We offer credit and debit card payments, as well as PayPal and Stripe options.

When will I be charged for my order?

You will be charged when you order has been confirmed. Please note that your bank or building society may place the payment on hold in your account from the time you place your order until the time of confirmation, at their discretion.

I have a promotional code, how I can use it?

1. Add your chosen item to your basket.
2. Go to the Checkout
3. Add your promotional code in checkout and you will see your discount come into effect before you complete your purchase!

Is the payment system secure?

We have ensured that the highest level of security is implemented on our website in order to keep your details safe. You can find out more about our payment system by viewing our page on payment security here.

How do I know I can order safely?

At 121shoes, we are committed to protecting the security and confidentiality of all of our customers' personal information by providing you with a safe and secure environment. We use a server certificate to assure you of our identity and an SSL (Secure Sockets Layer) to encrypt all data to and from the site. Remember, we never see or store your payment information.

121Shoes Account

I have forgotten my password – how can I log back in?

All you need to do is go to the account page, click the 'Forgotten your password?' link and put in your account email address in the box provided. Once you've pressed the 'Next' button, we'll send a new password to your email address.

If you're still having problems, just email us at hello@shoes121.co.uk.

How do I change my personal details or email address?

To change any of your personal details – name, contact details, password – log in to your account and click on 'Change my details and password'. You can then make any changes you need to.

What are the Coupon usage rules?

The rules are as follows:

1. Coupons must be used in a single transaction.
2. Coupons cannot be combined with other offers.
3. Coupons must be applied at checkout, and cannot be applied to an item after you have completed its purchase.
4. Coupons are not redeemable for cash, gift cards, gift certificates or credit.
5. No reproductions or rain checks are accepted.
6. The discount received from the coupon applies to the item only. It does not apply to taxes, shipping and handling charges, or any similar charges out with that of the product itself.
7. Returns or exchanges where a Coupon or other discount was applied may result in an adjusted refund amount.
8. Coupons and other Discounts exclude sale merchandise, clearance merchandise and select items where specified.

121Shoes Promotions

How do I participate in Flash Sales?

1. How to Participate

You can view all current Flash Sale promotions here or the ”Sale” menu on our website.

To take advantage of a Flash Sale offer:

Click “Join Flash Sale” on the product listing.

On the product page, select your colour and size.

Choose “Add to Cart” or “Buy Now” to proceed to checkout.

Complete your order by entering your delivery details and making payment.

Once your payment is confirmed, we will process and ship your order as soon as possible.

2. Limited-Time Offer

Flash Sale promotions are valid only during clearly defined promotional periods, which are indicated on the product page.

Once the promotion ends, the discounted pricing will no longer be available.

3. Limited Stock Availability

Flash Sale items are available in limited quantities and are sold on a first-come, first-served basis while stocks last.

Please note: Adding an item to your cart does not guarantee purchase. Your order is only confirmed once payment has been successfully processed at checkout.

4. Order and Payment Deadline

After placing an order during a Flash Sale, payment must be completed within the specified time.

Orders not paid for within this period may be automatically cancelled without prior notice.

5. Online Exclusive Pricing

Flash Sale prices are only available on our official website and apply solely to items included in the promotion.

These prices are not available in-store or through any other sales channels.

6. Post-Promotion Pricing

When the Flash Sale ends, products will return to their original retail price or to any other standard promotional pricing that may be in effect.

7. Returns & Consumer Rights

Items purchased during Flash Sales are covered by our standard Returns Policy.

Your statutory rights under the Consumer Rights Act 2015 remain fully protected.

If an item is faulty, damaged, or not as described, you are entitled to a full refund, exchange, or repair in accordance with UK consumer law.

8. Need Help?

If you have any questions or need assistance, please contact us at hello@shoes121.co.uk or via our contact form. We aim to respond as quickly as possible.

How do I participate in Group Buy sales?

By participating in our Group Buy promotions, you agree to the following terms and conditions:

1. About Group Buy

Group Buy promotions allow customers to purchase selected footwear at discounted prices for a specified time period. These offers are exclusively available via our official website and are subject to availability.

2. How to Join a Group Buy

To take part in a Group Buy promotion:

Visit the Group Buy section or the ”Sale” menu of our website and select a qualifying product.

Click “Join Group Buy” to access the product page.

Choose your preferred colour and size, then click the green “Group Buy Now” button.

You will be prompted to log in or create an account if you haven't already.

After logging in, you’ll be directed to the checkout page to complete your purchase.

Once payment is successfully processed, we will dispatch your order as soon as possible.

Track your progress under My Account → My Activities

3. Sharing with Others

You may share the Group Buy product link with friends, family, colleagues, or followers via social media, messaging apps, or email. Only customers who join the group using the shared link and complete their purchase will be eligible for the Group Buy pricing.

4. Group Completion & Expiry

Each Group Buy has a required number of participants displayed on the product page.

Groups are filled on a first-come, first-served basis and will close automatically once the required number of members has joined.

If the promotion time ends, the group will expire, and the offer will no longer be valid.

Customers will be notified of the group’s status via their account dashboard or email.

5. Pricing

Group Buy prices are only available to customers who successfully join a valid group and complete payment during the promotion period.

These prices are exclusive to our website and are not available in physical retail locations or other sales channels.

6. Returns & Cancellations

Products purchased through Group Buy are covered by our standard Returns Policy and your statutory rights under the Consumer Rights Act 2015 remain unaffected.

If you wish to cancel or return your item, please contact our customer support within the allowed return window.

7. Need Assistance?

For any queries or support related to Group Buy promotions, you can reach us via email at hello@shoes121.co.uk or through our contact form. We aim to respond to all enquiries as soon as possible.

How do I participate in Haggle Group Deal sales?

By participating in our Haggle Group Deal promotions, you agree to the following terms and conditions:

1. About the Haggle Group Deal

Our Haggle Group Deal is a limited-time promotional offer that allows you to negotiate the price of selected shoes by inviting others to help reduce the cost. The more people you invite to support your deal, the lower the price becomes—up to a minimum set price.

2. How It Works

View all current Haggle Group Deal promotions here or find them in the ”Sale” menu on our website .

Click “Start Bargaining” on a participating product.

Select your preferred colour and size, then click the green “Group Buy Now” button.

A window will open to begin your bargaining activity. 

You will be prompted to log in or create an account if you haven't already.

After logging in, copy the link in the window and share your deal link with friends, family, colleagues, followers, or others to help you lower the price via social media, messaging apps, or email.

As others click your link and participate, the current price will decrease, up to the minimum price shown on the product page.

Track your progress under My Account → My Activities

3. Inviting Members & Price Reduction

Each Haggle Group Deal product page displays the minimum price and the number of people required to reach it.

You cannot bargain for yourself. Each invited person may only participate once, and the amount they cut from the price is randomly determined.

Each participant can only bargain once per day for all invitation activities, and the reduction amount is randomly generated. You cannot cut your own price.

Once the minimum price is reached, you may purchase the item at that best price.

4. Payment and Time Limit

You must complete your purchase before the promotional time expires.

Once the time limit ends, the Haggle Group Deal will close, and the discounted price will no longer be valid.

If the shoes become available in a future Haggle Group Deal, any prior progress may resume, allowing you to continue bargaining toward the minimum price.

5. Exclusivity of Pricing

Haggle Group Deal prices are exclusive to our website and available only during the promotion period.

These prices are not available in-store or through other sales channels.

Items must be purchased and paid for within the activity period to secure the final cut-down price.

6. Returns & Consumer Rights

Items purchased through Haggle Group Deals are covered by our standard Returns Policy.

Your statutory rights under the Consumer Rights Act 2015 remain fully protected.

7. Customer Support

If you have any questions or need assistance, please contact us at hello@shoes121.co.uk or via our contact form. We aim to respond as soon as possible.

Our Products

What is the product quality like at 121Shoes?

The team at Shoes121 takes great care in selecting the items we offer to our customers.

At Shoes121, you'll only find brands renowned for their ingenuity, customer satisfaction and high-quality items.

All of the items we sell undergo extensive quality control procedures.

If you are not satisfied with an item for any reason, you can return it to us using the returns procedure detailed here. Feel free to leave us a review on TrustPilot here.

All UK returns are free.

Where does 121Shoes source products?

All items available at 121Shoes are purchased directly from the brands themselves and are 100% genuine products.

You can find out more about our individual brands' promises on their individual websites! We are proud to ONLY stock brands that create ethical working conditions and commit to sustainability promises.

Are ECCO shoes true to size?

ECCO shoes are generally true to size, but their fit can feel slightly roomier due to their Scandinavian design. If you’re between sizes, we recommend choosing the smaller option. You can find the ECCO size guide  here

What makes ECCO shoes different from other brands?

ECCO controls every step of production—from their own tanneries to final design. This means premium leathers, consistent quality, and long-lasting comfort.

Can I wear ECCO shoes for walking all day?

Yes. ECCO shoes are designed with an anatomical fit, lightweight construction, and shock-absorbing soles, such as SHOCK THRU™, making them perfect for long days on your feet, commuting, or traveling.

Do you offer returns if ECCO shoes don’t fit?

Yes, 121Shoes offers a hassle-free returns and exchanges policy if your ECCO shoes aren’t the right fit. Please find our delivery & returns policy here

What is ECCO FLUIDFORM™ Technology?

ECCO FLUIDFORM™ is a direct-injection process that bonds the upper to the sole without glue or stitching. It creates a lightweight, flexible base with cushioning that lasts, ensuring shoes remain comfortable mile after mile.

How does ECCO Comfort Fibre System (CFS®) work?

The ECCO Comfort Fibre System uses a specially treated inlay sole with tiny perforations that allow air circulation inside the shoe. This keeps feet cooler, drier, and fresher throughout the day.

Are ECCO shoes waterproof?

Many ECCO shoes feature HYDROMAX® leather treatment or GORE-TEX® technology, which provide water resistance or full waterproofing while allowing the shoe to remain breathable.

What is ECCO BIOM® Natural Motion® Technology?

BIOM® Natural Motion® is inspired by barefoot running. It uses anatomical design to support the natural shape and movement of the foot, providing stability and performance whether you’re walking, hiking, or training.

Why buy ECCO shoes from 121Shoes?

121Shoes is a trusted UK retailer offering genuine ECCO shoes with fast delivery, competitive pricing, and a hassle-free returns policy—making it easy to find the right pair with confidence.