60 Day Returns Policy
Free Worldwide Delivery On Orders Over £150
COVID-19

FREQUENTLY ASKED QUESTIONS


WHAT ARE THE BENEFITS OF REGISTERING FOR AN ACCOUNT?

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

  • Track your orders and review past purchases
  • Save items to your Wish List
  • Upload photos to our customer gallery
  • Manage your account details, order history and email preferences.

 

DO CHEANEY TAKE ORDERS OVER THE TELEPHONE?

- Sorry our head office is currently closed due to the COVID-19 situation so we are not able to take telephone orders

 

CAN I STILL PLACE AN ORDER ONLINE EVEN WHEN YOUR OTHER STORES ARE CLOSED?

- Yes you can still place an order online. Due to COVID-19 we are dispatching orders once a week on a Thursday. We will send you an email as soon as the order has been dispatched.

 

I LEFT SOME SHOES TO BE POLISHED AT ONE OF YOUR STORES AND NOW THEY ARE CLOSED, WHAT HAPPENS NOW?

- Unfortunately our stores had to close at short notice because of COVID-19. As soon as our stores re-open you will be able to collect your shoes. We will communicate on our social channels as soon as our stores are allowed to open.

 

DO YOU OFFER FREE DELIVERY?

- Yes on orders over £150 we are currently offering Free UK Delivery


HOW CAN I PAY?

- You can use credit/debit cards, Paypal, Amazon Pay and Apple Pay. Please note some services are not available in every country


CAN I TRACK MY DELIVERY?

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


WHAT IS YOUR RETURNS POLICY?

- If you are not satisfied with your purchase for any reason, even if you simply change your mind, you have 60 days in which to return item to us for an exchange or refund.


DO YOU OFFER FREE RETURNS?

We are sending a Free DPD Pick Up Shop return label with UK orders.

Unfortunately all DPD pick up shops are currently closed. So you cannot yet use the return label 

Our Head office/factory is also closed so we are not accepting deliveries. Please refrain from returning anything to us for the time being.

We have extended are returns policy to allow for this. More information can be found on our Returns & Exchanges section


CAN I EXCHANGE AN ITEM?

- Once we are open again and accepting deliveries you can return any item to us and request an exchange , please fill in the exchange section at the bottom of the returns form sent with your order. 


DO YOU SHIP TO MY COUNTRY?

- 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. 

 

WHAT SIZE SHOULD I PURCHASE?

- We cannot advise what size you are from your foot measurements or drawings. We recommend you choose your normal size and go from there. The only way we can advise your size is if you visit one of our stores and be fitted. 


WHAT STYLES WOULD SUIT A HIGHER INSTEP?

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


I PREFER A WIDER SHOE. WHAT WOULD YOU RECOMMEND? 

- 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+


WHAT POLISH SHOULD I USE?

- On every product page on our website there is a 'We Recommend Section' here you will see the accessories we recommend


DO YOU SELL REPLACEMENT LACES?

- Yes the most popular laces are now available to buy online


WHAT SIZE SHOE TREE SHOULD I ORDER?

- 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.


DO YOU OFFER A REFURBISHMENT SERVICE?

- Unfortunately as our factory is closed due to COVID-19 our refurbishment service has been temporarily suspended. Any footwear currently with us will be completed once our factory reopens. We have disabled the ability to purchase the refurbishment online and ask for customers to not send us any footwear for the time being.

More information here


CAN YOU REPAIR MY SHOES IF THEY'VE BEEN REPAIRED ELSEWHERE?

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

 

CAN YOU REPAIR MY SHOES IF I HAVE HAD RUBBER STICK ON SOLES ATTACHED?

- Yes we can

 

CAN YOU ATTACH STICK ON RUBBER SOLES FOR ME?

- No we do not offer this service

 

CAN YOU ATTACH A METAL TOE TIP?

- No we do not offer this service

 

CAN YOU REPLACE THE ELASTIC ON MY CHELSEA BOOTS?

- No unfortunately we cant, as the elastic is stitched on when the upper is flat

 

DO YOU SHIP TO P.O BOX AND MAIL FORWARDING ADDRESSES?

- 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.


DOES MY ORDER INCLUDE VAT?

- If you are placing an order with delivery to the UK & Europe your order will include VAT. Other country’s the VAT will be removed. It will show (EXCLUDES VAT) next to the price.


HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?

- It is important to note that you may have to pay custom duties and taxes on the items you purchase and that these local fees are not included in your Cheaney invoice. Please check with your local tax office website for more information

 
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