Contact With The Shoe Studio
How do I contact The Shoe Studio?
You can contact customer services by email to shoestudio@mosaic-fashions.co.uk or by telephone on (+44) 01865 734700.
When can I telephone the online customer services team?
The online customer service team is staffed on Monday to Friday 9am to 6pm and on Saturday from 9am to 1pm.
How do you keep my personal information secure?
We take your privacy and security very seriously. We work hard to make sure that we only use your information in the ways that you want us to. When you shop at our website we protect your payment details so that all your information is encrypted before it is sent over the Internet. For further information on how we protect your privacy and security please click here.
How do I subscribe the Shoe Studio newsletter?
It’s easy! Click here to subscripe to our newsletter. Our newsletter will keep you up to date with our latest trends, new arrivals and promotions. You can also enter our exclusive competitions.
How to I unsubscribe from The Shoe Studio newsletter?
If you decide that you no longer want to receive our email newsletter you can unsubscribe at any time. Click here to unsubscribe.
If I have already purchased from the site and wish to purchase again but have forgotten my password – how can I find out what it is?
Simply click into “My Account” on the homepage and then click the “Forgotten Password” link, you will then be emailed details to obtain a new password.
If I have already purchased from the site and wish to purchase again but I need to change my address or other details what do I have to do?
Simply click into “My Account” on the homepage and then log in to amend your details.
Where is my nearest store?
Please click here to locate your nearest store.
Who do I contact if I am interested in working for The Shoe Studio?
Please click here to view our recruitment page.
Ordering From The Shoe Studio
How do I shop online?
Simply select an item from anywhere on this site, choose your preferred colour and size – then add to your shopping basket. When you have finished shopping follow the checkout procedure.
Can you deliver to a different address than my payment address?
You can specify a different delivery address to your payment address.
What do I have to pay for postage and packing for my order?
The delivery charge is £3.95 for the UK and €9.95 for Eire. There is only one delivery charge per order no matter how many items you have in that order.
How can I pay for my order?
You can pay by MasterCard, Visa, Domestic Maestro/ Solo, Electron, Maestro, JCB, Delta and American Express.
How do I know if you have received my order?
When you make an order you will receive an email from us acknowledging your order. The order acknowledgement will contain your order number, details of the goods ordered and a delivery estimate. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been made. When your goods have been picked and despatched to you, your card will be charged and we will send you an order despatch email including details of the product despatched.
Can I make changes to my order?
Because we start to process your order as soon as we can after we receive it, we cannot cancel or change your order. If you change your mind after we accept your offer you may return any goods to us for a full refund. We will refund the payment card, the price paid for the item, on receipt of the returned goods.
What if I cannot seem to place an order? Or my order appears to fail?
If you fail in your attempt to place an order with us online, please contact our customer service team on (+44) 01865 734700 or by email to shoestudio@mosaic-fashions.co.uk. Please be aware that each failed attempt to place an order may cause your bank to temporarily reserve funds to the value of the goods you wish to purchase.
What happens if I notice that my personal details are incorrect after I have completed the ordering process?
If you realise your personal details are incorrect once you have completed the ordering process please call our customer service team on 01865 734700 with reference to the specific order. You can then amend your details online for future orders.
What happens if an item on my order is not available?
If an item you have ordered is unavailable when we come to pick and despatch it you will be informed in the order despatch email that we are unable to ship that item. You will not be charged for that item. We will ship any remaining items that you have ordered. If on receiving the remaining items you decide that you do not wish to keep them then you may return them to us for a full refund. We will refund the payment card, the price paid on receipt of the returned items.
How long will delivery take?
You can expect delivery to take 2-3 working days following the date your order is placed. If your order is to Ireland or the Scottish Highlands or other remote areas, please allow extra time for your delivery.
Do you deliver outside the UK?
We can currently deliver to all UK and Eire addresses. Unfortunately at this time we cannot take orders for delivery to other international addresses.
Returning Items To The Shoe Studio
What do I do if the item I ordered is unsuitable or doesn’t fit?
You can return any item you are not completely happy with within 28 Days of receipt. We will refund the payment card, the price paid for the item on receipt of the returned item.
What do I do if you have not sent me one of the items I ordered and I no longer want the other items?
If on receiving the other goods you decide that you do not wish to keep them, then you may return them to us for a full refund. We will refund the payment card, the price paid for the items on receipt of the returned items.
What do I do if I have received the wrong item?
You should return the wrongly shipped item to us for a full refund. We will refund the payment card, the price paid for the item on receipt of the returned item.
What do I do if the item is faulty?
You should return the faulty item to us for a full refund. We will refund the payment card, the price paid for the item on receipt of the returned item.
Can I return an item to a Shoe Studio store?
Unfortunately our stores are not able to process a refund or exchange.
How do I get a refund if I return an item by post?
We will refund the payment card the price paid for the item on receipt of the returned item. You will receive an email confirming the refund has been actioned and your card credited.
How do I return an item by post if there isn’t a freepost return label included within the parcel?
Please return the item in a parcel adding the following freepost address details: The Shoe Studio, Amethyst Group, Unit 8, The Parkway, Centrum 100, Burton Upon Trent, Staffordshire, DE14 2WL.
