COVID-19 status: Please note that we ship orders out as normal, read more here

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Questions? Call Us: +31 20 2611 746
  • Personal advice by our experts
  • Regular daily shipping with FedEx
  • Order for £120, get free shipping
  • 45 days to exchange
  • Personal advice
  • Regular daily shipping
  • Saphir Specialist

Frequently asked questions

Coronavirus update: During these strange times we would like to inform you that we are still shipping out orders daily. Our packing team is taking extra precautions to securely pack your order. The parcel services as far as we have experienced are still mostly working at peak capacity within most countries around the world.

  • Personal advice
  • Daily shipping
  • Track & Trace
  • 45 days exchange

Shipping

- How much are the shipping costs?
- What is the delivery time for my order?
- I just placed my order on your website. When will you ship my order?

- I am experiencing issues regarding the delivery of my order. How do I resolve this?
- How can I track my order?

Payment

- Why is my Creditcard or Debitcard payment handled by a paymentserver?
- Which payment methods do you offer?
- The shoe sizes in your shop are based on EURO sizes, what sizing chart do you use?

Returns

- What is the procedure if I want to return my order?
- I have received a defective or an incorrect product. How do I return these products?

Other questions

- I subscribed to your newsletter, how can I unsubscribe?
- Does The ShoeCare-Shop also sell business to business?

Shipping

How much are the shipping costs?

We ship UK orders at a standard rate of £6.99. Shipping on orders from £80 to £120 are £3.99, above £120 we offer free shipping. We use FedEx Economy Service.

 Country  Tier 1  Tier 2  Tier 3  Days
 United Kingdom (FedEx)

£0 - £80

 £6.99

£80 - £120

£3.99

£120+

FREE SHIPPING

Aprox.
2-3 days

 

We ship your order from the Netherlands to the UK. For orders to destinations within the EU click here. For orders outside the EU click here. For orders to the US click here.

What is the delivery time for my order?

You should receive your order after 3 to 4 working days. After ordering (and payment) we will ship your order within 1 to 2 working days. The shipment is handled by FedEx and should be delivered to you 2 working days after we ship it

I just placed my order on your website. When will you ship my order?

Usually, when you place your order before 13:00 on our website we ship your order the same day. Please note that engraved products, shoes and products that are marked as temporarily out of stock will take longer to be shipped. For those products it says on the product page how long it will take for us to ship your order.  After packing and processing your order we will send you a shipping confirmation email with the tracking information. If you did not get any confirmation from us please let us know by sending an email to: support@distinctly-different.com

How can I track my order?

After packing and processing your order we will send you an email with the tracking information you need to follow your package online. If you did not receive this email please let us know by sending us an email at: support@distinctly-different.com

I am experiencing issues regarding the delivery of my order. How do I resolve this?

If you are experiencing issues with the delivery of your order or simply are experiencing long delays please contact our support team. They will then instruct you how to proceed or most of the times even resolve the issue directly with the delivery company if possible. Please send us an email at: support@distinctly-different.com and we will gladly help you resolve the issue. If you were not home or are not able to receive the package we can sometimes still alter the delivery address or give you instructions on how you can schedule another delivery attempt.

Payment

Why is my Creditcard or Debitcard payment handled by a paymentserver?

We process your payment through an external paymentserver to ensure the safety of your details.

Which payment methods do you offer?

Please check our payment methods.

Returns

What is the procedure if I want to return my order?

If you want to return an order, please make sure to return the goods within 45 days. To get the details on how you can return your order please contact us via support@distinctly-different.com. You will then receive instructions for the return. Please note we do not refund the costs made returning your order, but when you want to change an item for something else or a different size we will send you that product for free. In case of a refund you can return your order to us within the 45 day return period and we will refund your entire purchase including original shipping fee to your account within a 14 day period. Please note that we do not refund any costs for returning the goods to us.
If you bought cedar shoe trees and you are under the impression they are too small or too large, we advise you to try adjusting the nose part of the trees by turning the screw in middle hole of the nose part tighter or looser. This will enable you to set the tension of the trees. Custom engraved products cannot  be returned.

I have received a defective or an incorrect product. How do I return these products?

If we shipped a different product than the one you ordered or if you received a broken product we can in most cases we offer to send you a replacement product. If that is not possible due to time constraints or other reasons we can also offer you a full refund instead after you ship back the incorrect item. If products need to be shipped back to us we will either request you to ship back the products back to us using a local parcel service or have the package picked up and give you a pre-paid shipping label. If neither of these two are suitable solutions we can also look at different way of solving the problem depending on the situation. Of course in this case we will contact you with a fitting proposal.

Other questions

The shoe sizes in your shop are based on EURO sizes, what sizing chart do you use?

We use the following sizing chart for converting our EURO sizes to UK sizes.

EU 38 39 40 41 42 43 44
UK 5 5.5-6 6.5 7-7.5 8 8.5-9 9.5-10
  45 46 47 48 49 50  
10.5 11-11.5 12-12.5 13 13.5-14 14.5-15






I subscribed to your newsletter, how can I unsubscribe?

If you want to unsubscribe to our newsletter, please send an email to support@distinctly-different.com with the subject 'Unsubscribe newsletter'.

Does The ShoeCare-Shop also sell business to business?

Yes we sell business to business and can offer our business clients even better prices. If you are interested, please contact us at support@distinctly-different.com.