Product
We understand the importance of purchasing the correct size when ordering online which is why all products have detailed sizing information within their product descriptions.
You can find this information by clicking the Size & Fit Button on each product or by clicking on our Size Guide at the bottom of our website.
Footwear size conversions vary depending upon the items "Fit" and your own foot-size so please refer to the conversion charts provided. All sizes listed in the drop down menu you select when choosing your size are in UK sizes.
If you require any assistance with product sizing please contact our Customer Service Team and they will be more than happy to assist you.
We do our best to re-stock popular items however, due to the limited edition, handmade and made-to-order nature of some of the products we make, this is not always possible.
If you would like to be the first to know when an item comes back into stock we have a "Back in Stock" notifications facility available on our website. To use this feature simply click on the size that you require and a Back In Stock button will appear with a form to complete. Once you have completed the form you will be notified as soon as that item comes back into stock.
If you would like to ask about a product, size or colour that is not shown, contact our Customer Services team.
In Short Yes!
You can get more information about any pair of our shoes by contacting a member of our Customer Services team using the details on our Contact Us Page.
We will try to get back to you within 24 hours with all of the information that your require.
Your Order
There are multiple statuses for your order depending which stage it is at. Below is a list of the statuses you will see when checking your order's progress.
- Processing - We have received payment for your order and it has been created.
- Order Received - Your order is waiting to be processed by the Dispatch Team.
- Pick - Your order is being worked on by the Dispatch Team. Please note, your order cannot be amended at this stage.
- Complete - Your order has been completed and will arrive with you in the specified time frame. Please note, your order cannot be amended at this stage.
- Closed - Your order has been refunded.
- On Hold - There may be an issue with your order. Our Customer Service Team will contact you within 24 hours to notify you of any issues.
- Pending - Your order is waiting to be processed. Our Customer Service Team will contact you within 24 hours should there be any issues.
If your order has not arrived when you were expecting it then please check the following:
- Check you have received a dispatch confirmation email from us.
- Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel.
- Sign in and check your account on the Walk London. website. Is your delivery address correct? Are your contact details up to date?
- Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.
- Check no one else residing at your address has taken receipt of your parcel.
If you still can't locate your parcel then please contact our Customer Services team with your order number to hand. We will endeavor to find your parcel straight away
All of our shipments are insured to the necessary value, so should it not be found we will arrange a replacement or refund for you.
If you change your mind about your purchase, you have the option cancel your order before we dispatch your item to your. To cancel your order, please
getting in contact with our Customer Services team
Please remember, this self-cancellation is only available before your order has been dispatched, after your order status has been changed, we cannot cancel orders.
If you have already received your goods then you may return them in accordance with the UK Distance Selling Regulations, and our Returns Policy.
If there is an issue with your order when you receive it please contact our Customer Service Team as soon as possible. We will do our best to resolve this issue as quickly as we can.
We will email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.
As an online business our prices change in accordance with trends, customer demand and stock availability. We are therefore unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.
You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won't purchase this item first.
Shipping
We deliver to almost all countries worldwide.
The shipping country is automatically selected when you log into your customer account. You can see our shipping prices and delivery thresholds by going to our shipping pages and changing your delivery country.
You can see our shipping prices and delivery thresholds by going to our shipping pages and changing your delivery country.
We try to keep these pages up to date however for accurate pricing please check the rates in the checkout.
For orders placed online we do provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.
If you have made a mistake with your shipping details please contact our Customer Services team immediately via telephone or email and we will try to amend them.
Orders placed over the telephone must be shipped to the billing address.
Please note, due to the speed at which our Dispatch team work, we can make no guarantees to change addresses prior to shipping. If an order has been locked for processing by the Dispatch team or completed we are unable to amend the shipping address.
Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number.
Once you have received your tracking number you can check the status by visiting the relevant courier website, DHL, DPD or Boxberry
You will also be able to track the status of your parcel through the order summary within your Walk London account pages or by downloading the Shop App and checking the tracking status within it's Order Tracking functionality.
For estimated arrival times please navigate to the Shipping information page for your country
We use DPD or DHL for UK orders depending upon the type of service selected.
Depending on where you are located we use DHL, SAMOS or Boxberry for International orders.
We reserve the right to use discretion in circumstances where it makes more sense to use an alternative delivery method.
No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.
Yes, we ship to BFPO addresses.
Please ensure you complete the billing address field as appropriate and the BFPO address as the shipping address.
Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.
Customers receiving a parcel with DHL Can use the On Demand Delivery service which allows you to manage the delivery of your parcel online. Customers expecting to receive an item with DPD can use the DPD app to manage their deliveries and instruct their courier.
DHL will email and text a delivery window on the day of delivery. Should you be unavailable to sign for the parcel you can select from a number of options including, collection from Depot, leave in a safe place, deliver with a neighbor using their on demand delivery service
If your item is being delivered with DPD a calling card will be left with your delivery details for which you can use to schedule a re-delivery or a collection. They will usually re-attempt delivery up to 3 times before returning your parcel to us.
You will receive a dispatch confirmation email once your order has been shipped. This email will also contain your tracking information.
You can also check the status of your order by logging into your account or by clicking the link sent to you in your order confirmation email.
Each country has its own unique import procedures, which are subject to change. If you have an order held in customs then please contact our Contact Us team with your order number and tracking number using the details below. We will do our very best to help resolve the matter as swiftly as possible.
Payments
We accept payments in over 133 Global Currencies.
Can change to your local currency by selecting the country switcher at the top of any page on our website. (If you are browsing on mobile this is located at the bottom of the navigation menu.)
You can use any of the cards or alternative payment methods listed below to pay for your order:
- MasterCard
- Visa
- AMEX
- Maestro
- Discover
- Diners
- PayPal
- Amazon Pay
- Klarna
- Apple Pay
- Google Pay
- Shop Pay
The full cost of the order will be charged as soon as it is placed.
Yes we sell gift cards on our online store that can be redeemed online.
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each payment.
Returns
You can send your parcel back to us at the below address
WALK LONDON
DEVONSHIRE HOUSE
AVIARY COURT
BASINGSTOKE, UNITED KINGDOM
RG24 8PE
You can return goods you have ordered from us if Merchandise is not satisfactory or which does not correspond with its description or which fails to comply with any other item implied by the sale of Goods Act 1979. Goods must be returned / exchanged within 14 days (from receipt of goods) in their original condition after this we reserve the right to accept a refund or exchange.
UK Returns
For customers wishing to return their item for an exchange or credit please note that we offer a returns label free of charge. To do this simply follow the online returns procedure.
For customers wishing to return their item for a refund using our online portal or by emailing a member of our Customer Services team. Unfortunately there is a charge of £4.95 to cover the costs of the service. This will be deducted from the refund amount due.
Returning An Item Using A Courier Of Your Choice
If you'd prefer to use a different courier, that's not a problem but we recommend that you insure the parcel to the value of the item(s) you're returning as we cannot be held liable if your parcel is lost in the post. We also recommend that you use a recorded delivery so that you can track your parcel online.
Returns Terms and Guidelines
The items for return are unworn, in re saleable condition, complete with all swing tags & original packaging, You have included your original invoice, with your preference for exchange or a refund. If you wish to exchange your items, remember to specify for which product, colour & size, using the space provided on your invoice or on your returns form. We recommend that you send us a quick email at info@walklondonshoesco.uk so we can put the replacement item aside for you.
Download a Walk London returns form here
We aim to process returns within 1-3 working days of receiving them. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.
We aim to process returns within 1-3 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within 3 working days. The overall expected time for an exchange can be up to 7 days upon receipt of the item.
We aim to process all of our Footwear returns within 2 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Services team.
Pre-Orders
On selected exclusive footwear models confirmed for release on our online store we offer all interested customers the chance to order in advanced to help avoid disappointment.
To complete a Pre-Order the process is exactly the same as making a normal online order at walklondonshoes.com. Simply select your size and colour and checkout as normal. As soon as the stock arrives we will dispatch your shoes to you using the selected courier and delivery address that you stated in the checkout.
You can find the expected release date of all of our products that are on Pre-Order on each specific product page. You can find this underneath the add to cart button.
If there are any delays or changes to a release date after you have placed you pre-order, our customer services team will contact you via email to let you know the updates.
- You can cancel your pre-order by emailing our customer services team on info@walklondonshoes.co.uk
- Once your pre-order has been submitted, you can only amend size or colour selections by emailing your request to info@walklondonshoes.co.uk.
- You are welcome to re-order an item after cancelling a pre-order.
Please Note: you are only able to cancel your pre-order before the item has been dispatched to you.
Making a Pre-Order constitutes a full and unconditional agreement to these Terms and Conditions, which are final and binding in all matters related to registration and launch product purchase. Eligibility is contingent upon fulfilling all requirements set forth herein.
- A registered email address, valid shipping address, preferred size and valid payment method are required
- One Pre-Order per person per launch product
- Purchases are only valid for the registered email, shipping address, product, size and payment method specified at registration
- Recipient's opportunity to purchase the launch product is subject to stock availability
- Pre-Orders cannot be sold, transferred, assigned or otherwise provided to anyone else unless the goods sold are intended for wear by the purchaser. Evidence of such behavior - such as listing an item on sites such as Ebay, Amazon or Facebook Market Place - will result in the cancellation of your pre-order.
The stock allocation process is subject to change at any time at Walk London.’s discretion
- When Pre-Orders close, customers will be notified by email as soon as the goods have been dispatched.
- In the event that stock cannot be allocated to a pre-order due to demand, sizes will be allocated to customers on a first come, first serve basis. If a Pre-Order is cancelled a full refund will be issued to the payment method selected within the checkout.
Gift Cards
Yes, provided there is still a balance remaining on the card.
Yes. A customer can redeem another gift card during checkout.
You can check the balance of a Gift Card by emailing our Customer Services team on info@walklondonshoes.co.uk
No, you can't use a gift card to buy another gift card.
Yes, gift cards are applied to the final order total which includes shipping and taxes.
Most discount codes cannot be applied to gift cards. The exception is a product specific discount code where the product is a gift card.
Yes, gift cards are a form of payment.
Technical Support
At Walk London, we're committed to being ahead of the game. Our teams make use of the newest technologies to improve your experience. Modern, up-to-date browsers allow you to take full advantage of this, as well as providing improved security and performance.
Using a deprecated browser will result in a sub-optimal experience where some features may not work as intended.
You can download the latest version of your preferred browser using the links below.
- Google Chrome
- Mozilla Firefox
- Safari
- Internet Explorer
- Opera
We're aware that there are some websites that try to imitate what we do. We know about most of these sites but it can take a while to shut them down. To make sure you are buying from Walk London, only purchase products from our official websites or stockists listed on our dedicated Official Stockists page
We're happy to hear from anyone who has a general query about shopping with Walk London, however if you are contacting us about an order or an account then you do need to be the Walk London account holder. We also ask that you use the email address that you registered with us so we can verify your details.
You can change the details on your account at any time in 'My Account'. To make changes to your password, email address, delivery address or payment method, follow these simple steps:
Step 1
Log into your account by clicking on the person icon in the top right-hand corner of the page.
Step 2
Log into your account by clicking on the person icon in the top right-hand corner of the page.
Once you're logged into your account, you can make as many changes to your account information as you'd like:
- Password - When you click 'Change Password' you'll be asked to enter your old password and your new password. (Make sure the new password you're entering is at least 8 characters long.)
- Email address - Click 'My Details' and enter the email address you'd like to be contacted on.
- Delivery Address - Select 'Address Book' from the column on the left-hand side and 'Add New Address'. If this is your preferred delivery address, remember to set it as your default.
- Payment Method - When you click the 'Payment Methods' tab, you'll see a list of payment methods already linked to your account. Here you can 'Add a new payment method' and make changes to the payment methods you have linked to your account.
- Contact Preferences - Click 'Contact Preferences' on the left-hand side and you'll be able to select how you'd like to be keep in the loop with our latest footwear and promotions.
Step 3
Once you've made the relevant changes to your account information, remember to click 'Save'.
Any changes you make to your account will not affect the details of any orders you've already placed.
It's worth checking your account every once in a while, just to make sure we have the right details for you.
If you’ve already got an account with us you can make sure you receive our newsletters and latest offers by logging into ‘My Account’.
Just click the ‘contact preferences' section and use the tick boxes to set your preferences for what you’d like us to send you.
If you don’t have an account, then the easiest way to get our newsletter is to set one up, that way you’ll have a head start when you decide you want to start shopping
If you'd still like to deactivate your Walk London account, you'll need to get in touch on one of the contact options listed on our Contact Page.
You'll need to confirm at least two of the following pieces of information:
- Your date of birth
- Your billing address
- Your registered email address
Once you've confirmed this information, we'll deactivate your account and send you an email to confirm your account has been closed.
What happens if I change my mind?
Don't worry if you change your mind, just get back in touch and let us know you would like to shop with us again and we'll arrange this for you once the above information is confirmed once again. Alternatively, you can register again with a different email address.
How can I unsubscribe from Walk London newsletters?
If you feel like you need a break, you could try unsubscribing from our newsletters.
You can do this by clicking on the link at the bottom of any of our emails or through your account. Just click 'contact preferences', un- tick the member communication boxes and click 'save preferences'. Please note, it can take up to 7 days for the change to take effect.
If you want to receive newsletters again after unsubscribing, you can re -subscribe
You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn't recognized, there's a few things worth checking:
- Make sure you are using the same email address and password you registered with.
- If you can't remember your password click on the 'forgotten password' link on the account page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.
- If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.
- If after this you still can’t sign in, contact our Customer Services Team on one of the options highlighted on our Customer Services Page giving as much detail as you can about the issue, including screen shots of any error message you get and what you’ve done so far to try to resolve it.
You can add, remove and update your address details by logging into ‘My Account’ and clicking on ‘Address Book’.
Once selected, take the following steps:
ADD ADDRESS - Click 'add new address' and fill out the fields. If the address finder doesn't locate your address, you can click 'enter address manually'.
If your address is too long to fit on to one line, you can use the second line to fill in your full address details.
When entering your post code or zip code, our system will automatically insert a space in the middle of it once you’ve clicked ‘Save’. Don’t worry though, this happens with all addresses and it won’t affect your delivery or your payment.
For Irish postal codes, our system will automatically change these to Z Z75. If you would like to enter your postal code e.g. Dublin 4, please add this into the County box.
REMOVE ADDRESS - If there are any addresses you no longer use, we recommend removing these from your address book. You can do this by clicking on the bin icon next to the address you'd like to delete.
UPDATE ADDRESS - Select the 'edit' icon in the top right hand corner of the address you're looking to update. Once selected, you'll be able to update your delivery information, contact number and set an address as your default.
DON'T FORGET... Whenever you update or add an address, always remember to click 'Save address' so that the new details are ready for you next time you shop.
If you're having trouble with the website we'd suggest you try the following:
STEP 1 - You may need to delete your cookies - a cookie is a small file we store on your computer to let us know who you are next time you visit us (for more information about cookies, click here).
Please note that if you have items in your bag or in the 'Save for Later' section that were added when you weren't logged in,you'll need to make a note of the product name/code as deleting your cookies could clear this history.
On most internet browsers you can delete your cookies using 'Tools' or 'History'.
STEP 2 - Once you've cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.
We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc.
STEP 3 - Contact us
If you're still having problems, contact our Customer Care Team using one of the options below and include:
As much detail as you can about the issue
Screen shots of any error messages you get
Which web browser you're using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)
What you've done so far to try to resolve it
Contacting Us
Our Customer Service Team are available at the following times:
Monday - Friday: 9am-5pm
You can contact our Customer Service Team via the Apple Chat, Facebook Messenger or Email buttons on our site or by calling +44 (0)1256 898690
We endeavor to make our unsubscribe process as clear and as transparent as possible. Adhering to industry-wide best practice, we include an unsubscribe link to the footer (bottom) of all of our email campaigns, which allows you to opt-out of any further promotional email send by Walk London
Clicking the unsubscribe link will take you to a secure webpage, which will allow you to opt-out of any future promotional campaign. You will be then be notified via the proceeding webpage that your unsubscription was successful.
If you continue to have difficulties unsubscribing, or continue to receive our promotional campaigns, please get in touch at info@walklondonshoes.co.uk
