We’re here to help you at any time. Please check our frequently asked questions if you need a help. If you’re still need more help we will be happy to help you. Use our live chat, contact form, email address or call us on 0131 5535098.


Do I need a Shoes121 account to place an order?

No, you don’t. You can check out as a guest but it’s easy to set up a new account and it means you won’t have to fill in your details every time you shop with us. You can join now by signing up here. All members of our club can enjoy free deliveries, free returns and access to discount codes and secret sales.

How do I place an order?

Shopping with Shoes121 could not be easier. You can browse our website at your leisure, looking through the various categories or searching 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.

Can I change my order?

If you have placed an order with us and you wish to amend it, contact us at, live chat or on the phone and let us know what changes you would like to make. If we have not yet dispatched your order we will be able to change it for you.

Can I cancel an 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 at, live chat or on the phone. 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 different address then my home address?

Yes, you can, simply log in to your account and add additional address which can be used for delivery.

I bought something at full price but soon after they went into sale – can I get the difference refunded?

No. Once an item has been ordered, the price is fixed.

Can I order by telephone?

We are very sorry, but we are currently not offering this 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 order has been placed.


How much do you charge for delivery?

We offer all of our UK customer’s free delivery. For customers in Europe, delivery costs are depending of country.

How long will it take before my order is shipped?

If you ordered your parcel before 10 am your parcel will be ship the same day, for items ordered after 10am with standard delivery option we offer next day shipment. If you use next day delivery your item will be dispatched the same day if you will place an order before 2pm.

Can I keep track of where my order is?

Yes, you can track your item on our website or you can go to Royal Mail track my item site and simply paste your tracking number which you can find in shipping confirmation email.

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.

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 post office (extra charge) or pick up your parcel from nearest Royal Mail Warehouse.

Do You offer next day delivery?

Yes, but it’s only in UK and item has to be order before 2pm.

Where do you ship?

We ship items to UK and Europe countries.

Can I collect my parcel?

Yes, you can but we are only offer a collection in Edinburgh.


Can I return my item?

All of the items can be returned in 30 days after order regarding to Shoes121 Policy.

How should I send my item back?

Your item has to be returned in original conditions, there cannot be any marks on shoes and box has to be in original condition as well. Inside you parcel you will find a bag which you can use for return and also a return label which you need to place on the parcel, also you can use a Royal Mail website to print your pre-paid label. Please remember that your item has to be in original condition.

Can you refuse a refund?

Yes, we can if returned item is not in original condition or It has been used. We can offer you a part refund in particular situation or we can send back this item to You if we will refuse a part refund as well.

Which courier should I use for return?

Please use a Royal Mail, you can print your return label on Royal Mail website.

Do you offer free returns for European countries?

Unfortunately, not. It’s only for UK customers.

How will I be refunded?

We will refund your money as soon as we will receive ordered item. Your money will be refunded depends of payment which you use to pay for item.

Do I have to pay for return?

No if you are a UK customer, unfortunately we are not providing free returns for European customers.

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

You can use our live chat, contact form or you can call us on 0131 5535098. Please remember that our working hours are between 9am and 5pm.

How long do I have to return items?

Shoes121 offers a 30 day returns 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 confirmation.

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

First please add item to basket then go to checkout and you can add your promotional code over there and you will see your discount.

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 as safe as possible.

How do I know I can order safely?

At we are committed to protecting the security and confidentiality of your 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.


I have forgotten my password – how can I log on?

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, use our live chat or simply call us at 0131 5535098.

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 is the quality of products like?

The teams at Shoes121 take great care in selecting the items we offer to our customers. At Shoes121, you’ll find a huge number of brands renowned for their trustworthiness and high-quality items. All the items we sell undergo extensive quality control procedures. However, if you are not satisfied with an item for any reason, you can return it to us using the returns procedure detailed on the website. All UK returns are free.

Where do Shoes121 source the products?

All items available at Shoes121 are purchased directly from the brands themselves and are 100% genuine.

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