Cheaney FAQs

You can check out as a guest on our website. However, by creating an account you will be able to enjoy the following benefits:

• Track your orders and review past purchases
• Save items to your Wish List
• Manage your account details and email preferences
• Get 24 hours early access to our sales

Unfortunately no we cannot take orders over the telephone

A number of different payment methods are available:

More Info

If your payment wasn't successful, it's usually because the billing address entered at checkout doesn't match the address your bank has registered for your payment card.

Common reasons include:

• Your bank still has an old address on file.
• You've recently moved and haven't updated your address with your bank. 

What you can do:

• Contact your bank to confirm the billing address they have registered for your card.
• Update your billing address with your bank if it's out of date.
• Once you've confirmed the correct details, try placing your order again using the exact billing address held by your card issuer.

Please note the failed payment may temporarily appear as pending on the your bank statement before being removed.

We are currently offering Free UK Mainland Delivery on orders over £150 - you can see the delivery info here

Yes, when your order has been dispatched we will send you an email containing the couriers tracking number

If you are not satisfied with your purchase for any reason, even if you simply change your mind, you have 30 days in which to return item to us for a refund.

Orders are shipped with a VAT invoice but you can view all of your order history and download/print invoices from your account.

Log in as a 'Returning Customer' below

Didn't set up an account when purchasing - don't worry - simply enter the email address used to place the order, request a password reset and an account will be created

UK Returns

You can return your order to us for free using Royal Mail

Instructions:

• Create your returns label using the 'Return my items' button above
• You will be emailed a QR code
• Simply show the QR code in the email on your mobile phone at a Post Office branch or Royal Mail Customer Service Point and the label will be printed and attached to the parcel

Find a Post Office branch

International Returns

You can create a returns label using the Global-e online returns portal, the cost of the returns label will be deducted from your refund.

Please note if you opted to pay duty & taxes upfront these are not refunded and you have to claim these back from your countries relevant body.

Canada - Goods sold to Canadian shoppers that qualify for duties and taxes reclaim under the CREDITS program will be refunded in full as part of the return

Original shipping charges are not refunded

For all international returns the parcel must be clearly marked with: 'RETURNING UNSUITABLE GOODS TO SENDER'

Failure to do so may result in import duties for which we may hold you liable. The item must be unworn and undamaged and returned in the original packaging. We recommend you try on the shoes on a carpeted surface to avoid any damage to the soles.

EU - Withdraw from Contract

For EU customers who wish to withdraw from the contract the returns cost will be deducted from your refund. Original shipping charges will be refunded for customers who have Withdrawn from the contract within 14 days

Unfortnately at the moment we are not able to offer a free returns service outside the UK.

You can create a returns label using the Global-e online returns portal, the cost of the returns label will be deducted from your refund

If you are returning an item from overseas, the parcel must be clearly marked with: 'RETURNING UNSUITABLE GOODS TO SENDER'

Failure to do so may result in import duties for which we may hold you liable.

The item must be unworn and undamaged and returned in the original packaging.

We recommend you try on the shoes on a carpeted surface to avoid any damage to the soles.

EU Right of Withdrawal

This gives EU shoppers the right to withdraw eligible online purchases within 14 days of delivery and receive a full refund, including original shipping costs.

Please note the returns cost will be deducted from your refund which is shown to you during the returns process (it varies by country)

To submit your withdrawal request for a fulfilled order, follow the link and enter your order ID and email address

Withdraw from contract

You’ll receive an email confirmation upon submitting the form, and once you return the goods, a full refund will be processed within 14 days

For orders that are 'Awaiting Dispatch' it may be possible to cancel your order before it is dispatched. Please contact us as soon as possible after placing the order.

We will always make contact with you to inform you of the cancellation and the specific reason

The most common reasons are:

• The cancellation was requested
• Unable to ship to requested delivery address
• Address not provided in English
• Issue with the payment
• Quality Issue with the product

Please return the original order to us for a refund and place a new order online

We ship worldwide to over 175 countries.

Please visit our International delivery section for the countries we ship to, the courier used and the estimated delivery time.

Our Size & Fit Guide should help you determine what size to order

The best way we can advise your size is if you visit one of our stores and be fitted.

Look for styles with a 'Derby' or 'Gibson' type lace which will allow for more adjustment

For men look for shoes available in a wider G Fit or H Extra Wide . The standard F fitting 12508 last is also considered 'generous'. For women we have a few styles available in D+

We've put together this handy guide: Polish, Creams & Colours

Yes, the most popular laces are now available to buy online.

If your shoes are a half size you need to round down to the smaller size, so for example if your shoes are a 10.5 you would need to order the size 10 shoe tree.

1. Maintaining Shape and Alignment

• When the upper is placed over the last, the laces help keep it aligned and evenly distributed across the mold. This prevents the upper from shifting or warping as it’s pulled over the last.
• Lacing the shoe can also help maintain the shape of the vamp (the front part of the upper), keeping it snugly in place and ensuring the toe box area has the correct contour.

2. Achieving Tension in the Upper

• Lacing creates uniform tension across the upper, which allows the upper material to mold closely around the last, especially in areas that need a precise fit, like around the instep and the heel.
• Proper tension is key to avoiding wrinkles or gaps in the upper, which would affect the fit and aesthetics of the shoe.

3. Preventing Stretching and Distortion

• During lasting, the upper is stretched significantly. Without lacing, there’s a higher risk that some areas (especially around the eyelets) might stretch unevenly or lose shape. Lacing stabilizes these areas and helps prevent distortion, preserving the structure and durability of the shoe.

4. Guiding Placement of the Tongue

• Lacing before lasting also secures the tongue in its intended position, preventing it from shifting as the shoe is formed. This helps maintain the right positioning of the tongue for comfort and symmetry in the finished shoe.

Yes we are able, because of the quality of the materials used in the original manufacturing process, to offer a sole & heel repair service

More information here

Unfortunately no, if you have had your shoes repaired elsewhere we would not be able to offer our repair service

Yes we can

No we do not offer this service

No unfortunately we can't, as the elastic is stitched on when the upper is flat

No unfortunately we can't.

We’re unable to ship to any P.O Boxes or Mail forwarding companies. Make sure your order has a residential or work address to avoid your order being cancelled.

If you are placing an order with delivery to the UK your order will include VAT.

If you are placing an order for delivery to Jersey or Guernsey the UK VAT will be removed at checkout once you have entered a valid Jersey or Guernsey postcode

We have partnered with Global-e, a third party service acting as your seller-on-record, so we can ship worldwide. Their software allows our customers to pay in their local currency - duties and taxes will either be included or calculated at checkout depending on the country.

When you buy your Cheaney Shoes through Global-e, you will see that your payment method is charged by **Global-e// Cheaney Shoes**.

This purchase is subject to Global-e’s Terms and Conditions and Privacy Policy (which is clearly presented at checkout before you place the order).

Yes - Sales tax is applicable in most states

What is Sales Tax?

US sales tax is applied to goods and services and is generally a percentage of the sales price, usually between 4 and 8%. It’s paid by a customer during the checkout process, collected at the point of sale by the seller, and later remitted to the state by the seller.

Sales tax is also called a “pass-through tax” or a “consumption tax” because buyers only have to pay sales tax on items or services they buy.

Forty-five US states and Washington DC all have a sales tax. Each state’s taxing authority, typically called the Department of Revenue, governs sales tax obligations.