FAQs - Frequently Asked Questions
Please check our list of frequently asked questions below to see if your query can be answered without you having to email us. Click on the question and the answer will be displayed underneath it.
If your question does not appear here please Contact Us
Q. Can't remember your password?
A. If, for any reason, you are unable to remember your password just go to the Log-in page then click onto the "Password forgotten? Click here" link. Enter your registered email address then click "continue" and your password will be emailed to you.
If you have any difficulties, please contact us.
Q. I have not received my order
A. Standard Delivery: Most orders are usually delivered in 3-5 working days. Occasionally due to postal delays they can take longer. We have to allow up to 14 days before we are able to start tracing lost parcels, unfortunately we cannot do anything for you until this time has expired. Please contact us if you do not receive your item(s) within this period so we can help to retrieve your goods. We apologise for any delay.
Express Delivery: If you ordered before noon your order should be delivered on the next day (excluding weekends and public holidays). Please contact us this is not the case and we can start to trace the order immediately.
Q. I have ordered the wrong product
A. If you have not yet received despatch confirmation of the order please contact us or if you have received your order but would like to return the product please follow our returns procedure. The Returns Policy can be found in the Policy section of this help areA.
Q. How can I order if I live outside the UK?
A. We are sorry but we are unable to deliver or take payment from residents outside of the UK.
Q. My goods are faulty or have been damaged in transit
A. Please Contact us for details on what action to take.
Q. What are the fittings on Scholl Footwear?
A.
Q. I want to order more than one pair; will the delivery cost more?
A. No, the price of delivery is per order placed
Q. You don't do half sizes in the style I want, should I go up or down a size?
A. Most of our customers find that the smaller size provides the better fit.
Q. What if the products I order do not fit or I decide that I do not like them?
A. Don't worry - our No Quibble Guarantee means you can order in complete confidence, as you can return items to us within 28 days of ordering for a refund or exchange.
Q. Do I have to pay postage on returned goods?
A. If you want to exchange goods or be refunded we ask you to pay the postage on the items you return to us but we will pay the postage on any items we send back to you. If we have made a mistake - contact us for our freepost address.
Q. Can I buy Scholl footwear in any shops?
A. We have the biggest selection of Scholl footwear on our website, however some styles are available from selected shoe shops and pharmacies. Please click here to find your nearest stockist.
Q. How do you use my personal details?
A. The information you supply to us when ordering products or contacting us may be used to respond to your enquiries, to improve our website and products, to supply you with requested information, to send you details of our services or products and to provide you with information about our businesses that may be of interest to you. We may disclose your personal information to our group companies for use for these purposes. For full details on our privacy policy please click here. or alternately contact us directly.