365 days free return and exchange!

121Shoes FAQs

121Shoes FAQ’s

Read our frequently asked questions page to find answers to your questions about us at 121Shoes.

We’re here to help you at any time! If this page does not answer your questions and you’re still in need of more help, contact us on 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 cannot be 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 2pm from Monday-Thursday. This offer is currently only extended to UK residents. 

Where do you ship?

We ship items internationally! Unfortunately, international customers out with the UK do not have the option for next day delivery at this time.

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 30 day return policy!

Payments and Security


How can I pay for my order?

We offer credit and debit card payments or you can pay by PayPal.

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 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.


121Shoes Coupons


Coupon usage rules:

  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.

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 produce.

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.