Help Frequently Asked Questions

We have included some frequently asked questions to help you if you are stuck or curious. If the question you have is not answered here, please e-mail us at [email protected] and we will respond to your query as soon as possible.

• Finding your Perfect Shoes
• Ordering
• Back Ordering
• Once You've Ordered
• Technical Problems

 

Finding Your Perfect Shoes

You don't sell the shoes I want?

Please tell us if this is the case as we are constantly looking for new styles and manufacturers to compliment our range. We cannot guarantee that we will then stock the product you want, however rest assured that we will respond to all suggestions promptly. Send any suggestions you have to [email protected]

I have wide feet, will I find shoes to fit me on your site?

Although we don't class ourselves as selling wide shoes, some of our styles are wider than you would normally find on the high street. You will see a lot of styles that cater for E/EE foot widths for example. All our shoes have been categorised according to their width. Please refer to our online size guide for further information. If in doubt read the description for the shoe you like as we may have indicated that it would be suitable for someone with a wider measurement. Alternatively, give us a call or drop us an e-mail and we will be happy to discuss your requirements in more detail.

How will I know if the shoe I want is available?

All the sizes you see in the size selection box are available to purchase and are available for immediate dispatch. If this is not the case then we will specifically state this on the product description summary where you will be advised on delivery timescales.

Will my insole fit inside your shoes?

We have a wide selection of shoes with removable insoles on the website. We will state in our descriptions whether a shoe or sandal has a removable insole. It is hard to say whether this means that you own personal orthotic will fit once the shoes own insole is removed but we are always happy to advise over the phone, 01756 753858 or by email, [email protected].

How do I know what size shoe I need?

Please refer to our online size guides to to see conversions from UK to Continental sizes. In addition, please read the product descriptions as sometimes we might advise you to order a size bigger or smaller due to individual manufacturers size variations.

I am a UK size 6, what continental size should I get?

Please refer to our online size guide, here you will find conversion tables that will help you decide what UK or Continental size you require

 

Ordering

We are happy to accept orders via an online transaction whereby you complete the order as a registered user of our site or guest via a secure server. Alternatively you can ring and place an order with us over the phone by calling 01756 75385

How can I contact you

e-mail - [email protected]

Phone - 01756 753858

Post - Cheerful Soles, 29-31 Main Street, Grassington, North Yorkshire, BD23 5AD

Do you have a catalogue?

No, all our shoes are available to view online. We find that due to a high level of stock changes, colours and styles, a catalogue would become out of date quickly and that the best way to show our collection is online.

How do I place an order online?

• Simply find the shoe you want to buy, select the size then select add to cart.
• You should notice that the My Cart Shopping Trolley at the top of your screen states that you have an item in your cart. Click on the My Cart link to proceed.
• You will then see a summary of your order. You can now enter a promotion code if you have one and select proceed to checkout. You can also check how much your postage will be from this screen.
• Complete the checkout information screens and place your order.
• We use WorldPay online payment processing to make sure that the information you input is accurate and we do not retain any card holder information on our systems. Find out more here
• Once you have completed the payment process we will send you an e-mail confirming that we have received your order. If you do not receive an e-mail from us within 24 hours please contact us

Can I place an order over the phone?

Yes, simply give us a call on 01756 753858 and make a note of the shoes you would like to buy, size, colour etc and we will be more than happy to handle your order over the phone.

How can I pay?

You can pay securely online by credit or debit card online using our secure one page checkout page provided by WorldPay. Alternatively you can pay using Paypal or if payment online is not for you then you can pay directly with us over the phone. We are sorry but we do not accept American Express Cards.

Do you sell shoes to people outside the UK?

Yes,  please refer to our Delivery and Returns Policy to view current rates that will be added at Checkout. Please note that you will be responsible for any duty fees and taxes that will be applicable in your delivery location.

When will you take the payment for the shoes I have ordered?

Your payment is taken once you have completed the checkout process and will appear on your bank statement as a payment to CheerfulSoles.

Is VAT included in the purchase price

Yes VAT is included in the stated purchase price

Is your online payment system secure

Our online payment is hosted by Worldpay who have achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI). They adhere to the most stringent levels of fraud screening, ensuring that your details remain secure throughout the transaction process. No card details are held by Cheerful Soles and you can rest assured that your personal information is being handled correctly by a trusted secure provider

What will you do with the information I provide you with?

You will notice that at the bottom of all our pages there is a link to our Privacy Policy. In this part of our site we explain how we will use the information you provide us with and more. Please take a look as we want you to feel reassured that your personal data is safe with us at Cheerful Soles. If you have any further questions please feel free to contact us by e-mail [email protected], phone or post.

Is ordering with CheerfulSoles Safe?

Yes, absolutely. Your online safety matters to us. Please refer to our Ordering Online information for more details.

 

Once You've Ordered

What if I am not happy with my purchase

We hope that this won't be the case, however if you are not happy, please refer to our returns policy

Can I cancel my order?

Under the Consumer Contracts Regulations 2014, you have a statutory right to cancel your order within 14 days. This period starts from the time you place your order and ends 14 days after you receive your goods. You must notify us that you wish to cancel your order in writing within this time period. This is called the Cooling Off Period.

You must take reasonable care of your purchase and return them to us in the normal way and at your expense. We will not consider that you have taken reasonable care if shoes have been used to an extent other than what would be acceptable if you were trying them on in a shop.

We will be happy to refund the purchase price and any applicable basic delivery charge to you in full within 30 days of your written notification to cancel. You will also need to obtain proof of postage when sending items back. You are responsible for the cost of returning the goods to us.

Can I track my order?

If you have an account with us and you checkout using your account details (and not as guest), then you will be able to track the status of your order online. Just login to your account and view your recent purchases. Goods bought will be either Pending(not sent yet) or Complete (meaning your goods have been dispatched to the address you specified when you ordered). If you have not received your new shoes and the account status indicates that your order is complete, please allow up to 5 working days (for our free delivery option via My Hermes). If you still haven’t received your order in these timescales, please contact us via your preferred method of communication. e-mail [email protected] , phone 01756 753858. We will be more than happy to help you find out what has happened. Items are dispatched to mainland UK are via My Hermes nor Royal Mail. Goods dispatched to overseas are sent via Royal Mail and so in all instances will will be able to track the progress of your order. 

How should I look after my shoes?

Please take a look at our online shoe care guide for some useful hints and tips

Do I need to pay to return shoes to you?

Yes, if you are returning your shoes for a refund, but delivery is always Free in the UK (unless using next day delivery). View our Delivery and Returns Policy to view the returns policy in full.

Do I need to pay to return shoes that were sent in error?

No, in these instances we will issue you with a Free Returns Label (UK customers) or issue a refund for postage (overseas).

Do I need to pay for you to send me a replacement pair of shoes?

No, we know that buying online can be tricky and so we offer a free exchange service for UK customers. Rest assured that if you need to swap for an alterntive size or style then this will not cost you anymore.

What if my Shoes are Faulty?

In all instances we will need to see the shoes to assess the fault ourselves. Just contact us and we will issue a Free Returns Label. Please refer to our returns policy for more details

When will I get my shoes

We aim to send all items within 24 hours of you placing your order, though this may take up to 48 hours over a weekend or bank holiday. You can check the status of your order online in the your account section on the website. Please see timescales below:

UK Free Delivery - My Hermes Courier Service 3 - 5 working days though this could take longer. If you want your order delivered sooner than this then please use out Next Day Special Delivery option at checkout.

UK Special Next Day Delivery - Royal Mail Special Next Day Service. Delivery aim is 1 working day.

Overseas Delivery - Royal Mail International Signed For Service. Please allow up to 5 working days to receive your order

I have not received my shoes

If you have not received your new shoes within the timescales stated above, please refer to our Delivery & Returns Policy for further help and advice on what to do next. 

Technical Requirements

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If you have any technical problems using this site or issues with display and rendering, please email [email protected]

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