FAQ's
If you wish to return your item(s) follow the returns procedure below. Items must be unworn, in their original condition & packaging and returned within 30 days of delivery.
Ordering & Payment
Has my order gone through OK?
We send a confirmation email to you as soon as your order is placed - make sure to check your ‘Junk/Spam’ folder in case it’s hiding away there. If you still don’t have it, get in touch with our Customer Service Team and we can resend it to you. Don’t forget, if you have an account you can check the status of your order at any time too!
Can I add to my order?
Unfortunately once your order has been placed it cannot be changed. You can place a new order, and remember standard delivery is FREE for all orders over £40!
Can I cancel my order?
There is only a very limited period of time when an order can be cancelled before it’s dispatched. You can call us on 01706 871 910 and we'll try our best to help. If your order has already been processed, dispatched or delivered, you’ll need to follow our returns procedure.
Why has my payment been declined?
If your credit or debit card has been refused, try and ensure you have entered the correct details. Alternatively, you can re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.
Can I track my order?
Most orders are trackable. Visit our Track Your Order page for more info..
Is my order guaranteed or could it be cancelled after I place my order?
There is still a possibility that an item may be out of stock by the time your order is processed at our warehouse. If so you will be notified and a refund will be issued.
I ordered using my old address, what should I do?
Unfortunately, once an item has been dispatched we cannot redirect a parcel. Did you know you can divert your parcel to a safe place or neighbour with Evri?
Simply visit the Evri Parcel Tracking Page. Enter your parcel’s tracking number and delivery postcode. You’ll then go to a page that gives you available delivery options.
Delivery & Collection
What are your delivery charges?
Standard Delivery on orders over £40 is FREE! Orders under £40 will be charged £3.95. Next Day Delivery is £4.95. Store Delivery in 3-6 working days is FREE! Store Delivery in 1-2 working days is £3.95.
How long will my delivery take?
With our Standard Delivery we aim to have your shoes with you within 2 days from the date of order.
Can I specify a day for delivery?
Unfortunately, we cannot specify an exact delivery date.
How will my order be delivered?
The majority of UK orders are delivered by Evri, some items come directly from our supplier couriers DPD and Royal Mail. International orders are handled by local couriers. On receipt of the goods, a signature will normally be required
I’ve only received part of my order.
If you have ordered multiple products, it is possible your order will be sent in more than one delivery and from more than one courier as some items come directly from our supplier. We will inform you of the delivery service via email once your item(s) has been shipped.
My order has been returned to the sender. Will I have to pay to have it posted back out?
If our courier cannot deliver your order they will leave a card with contact details. We reserve the right to charge a further £10 for redelivery.
What countries do you deliver to?
We deliver to Mainland UK (including Northern Ireland & Jersey).
Can I Click & Collect?
Of Course! Our Delivery to Store service allows you to collect your order from any of our UK stores for FREE! Simply choose the Click & Collect service in the checkout process and we'll let you know when your order is ready for collection.
Can I Have My Shoes Delivered To A Different Address To My Billing Address?
Yes, our delivery options will allow you to have your order delivered to anywhere as long as it's an address within our delivery areas.
Do you deliver to BFPO addresses?
Unfortunately at this time, we do not deliver to BFPO addresses.
How long will my local ParcelShop keep my parcel?
You will have 10 days, from the day you receive your confirmation email/text, to collect your parcel from your chosen ParcelShop.
I'm not going to be in when my parcel is delivered, what can I do?
If your parcel is being sent via Evri (see your order confirmation email for details) you have the option to divert your parcel. Simply visit the Evri Parcel Tracking page. Enter your parcel’s 16-digit tracking number and delivery postcode. You’ll then go to a page that gives you available delivery options.
Returns, Refunds & Exchanges
Can I get a refund?
If you wish to return your item(s) you will need to follow our returns procedure. Items must be unworn, in their original condition & packaging and returned within 30 days of delivery.
Can I get an exchange?
We are unable to process any exchange requests by post. If you require an exchange, please take your item(s) to a store of your choice. Alternatively, you will need to return your item for a refund and place a new order online.
How long will it take to get a refund?
Returned goods normally take around 10 working days to arrive back and for a refund to be processed.
Are returns free?
We will cover the cost of the item, however, you will have to pay for the returns postage. Full details can be found here. In the case of faulty goods we will also cover the cost of returns postage if we deem the goods to have a manufacturing fault. Please contact our Customer Service Team. You will need to inform them of your order number, the reason for the return and whether you would like a replacement or a refund. The team will then advise you on how to proceed.
My order has been returned to sender but I no longer want it. Can I have a full refund?
Yes. Once confirmed that you do not want the order it will take a further 3-5 working days for the funds to be available in your account.
How do I return Klarna Orders?
Unfortunately, items paid for via Klarna can only be returned via post and won’t be processed in-store.
Promotions & Discount
Where do I enter my promotional/coupon code?
To apply a code to your order, the code must be entered into the coupon code field within the checkout process.
Can I use my promotional/coupon code in-store?
Please check the terms and conditions of the promotion, if available in-store you will need to present the voucher in-store either by printing it out or showing it on your phone.
Can I apply my NUS discount?
At present we are unable to apply NUS discounts online.
Can I use gift vouchers online?
At present we are unable to accept gift vouchers via wynsors.com. To redeem a gift voucher please visit one of our stores.
When is your next sale?
To keep up to date with all our offers and sale periods sign up for our weekly newsletter below
I bought an item at full price but the next day they went into the sale - can I get the difference refunded?
No. Once ordered the price is fixed for both home delivery and collect from store.
My Account
How do I check my saved addresses are correct?
1. Log into your account
2. Go to your “address book” section
3. Select “Edit” OR “Add Address”
4. Update your details by filling out the required information
5. Select “Update” OR “Submit the Information”
I’ve forgotten my password - how do I log in?
Don't worry about it. You no longer need passwords. Enter your email address, and if there is an account registered, you will receive an email with a code to log in.
How do I change my personal details?
To change any of your personal details, such as name, contact details and password, log in to your account. Select "Profile" from the dropdown menu. Here you can update your name and/or postal addresses.
How do I unsubscribe from emails?
Unsubscribing is easy. Simply click the link at the bottom of one of our weekly emails. Alternatively, you can contact Wynsors customer service, and we’ll assist with unsubscribing your email.