Frequently Asked Questions
- IS HENRY JAMES SHOES A SECURE SITE?
When processing payment details we use the latest SSL encryption measures to ensure your data is kept secure. The URL will change to "https".
- HOW DO I WORK OUT MY SIZE?
Please refer to our sizing guide for information.
- HOW DO I PAY?
We accept Visa, Visa Debit, Maestro, MasterCard , American Express, JCB & Paypal. We do not accept payment by cheque.
- HOW MANY PAIRS CAN I ORDER?
There is no limit as to how many pairs you can order. However orders of more than 2 pairs (1 pair to overseas addresses & for premium services) will attract additional delivery charges. Please refer to delivery information for details.
- HOW LONG DOES DELIVERY TAKE?
For the UK, Scottish Highlands & Islands we aim to deliver your order within 3 working days. Please refer to delivery information for other areas.
We also offer a premium service should you need your shoes in a hurry. Please refer to delivery information for details and charges.
- WHO DELIVERS MY SHOES?
Your order will be carefully packaged and can be delivered to wherever is most convenient for you. In order to provide you with a high quality, prompt service we use DPD, "signed for" courier services which allow you to track your order. You will receive an email or text notification on the day of delivery advising you of your 1 hour delivery slot. All orders are insured by us whilst in transit and cannot be left at an address without a signature.
- WHAT ARE YOUR DELIVERY CHARGES?
For UK mainland & IOW our standard delivery charge is £5.50 (for the first 2 pairs); for Scottish Highland & Island, Northern Ireland & IOM standard delivery is £8.50 (first 2 pairs); for the Channel Islands it is £10.00 (first 2 pairs); for Europe (zone 1) it is £8.00 (first pair); for Europe (zone 2) it is £20.00 (first pair) and for the Rest of the World it is £40.00 (first pair). We do not currently deliver to Africa. Please refer to delivery information for our premium service charges and shipping zones.
- DO YOU DELIVER ON A SATURDAY?
Yes,but only to UK Mainland and the IOW. (No Highlands & Islands, Northern Ireland, IOM or Channel Islands) The delivery charge is £17.95. Orders must be placed by noon on Friday.
- CAN I ORDER FORM OVERSEAS?
Yes, please refer to delivery information for countries we deliver to and the charges.
- CAN I TRACK MY ORDER?
Yes, once your goods have been despatched we will email you with a tracking number and the name of the courier. You can track your order by logging on to the relevant website or by contacting our customer service team on 0800 876 6001 Monday - Friday 9:30 - 17:00. It may take up to 24 hours for tracking information to be live and viewable.
- CAN I CHOOSE A SPECIFIC DAY FOR DELIVERY?
Yes, please contact customer services to arrange this on 0800 876 6001 Monday - Friday 09:30 - 17:00. You should bear in mind that you will need to allow up to 3 working days from placing your order unless you are using our premium service.
- WHAT HAPPENS IF I AM OUT WHEN YOU DELIVER?
Your order will be carefully packaged and will be delivered to wherever is most convenient for you. In order to provide you with a high quality prompt service we use DPD, "signed for" courier services which allows you to track your order.
All orders are insured by us whilst in transit and cannot be left at an address without a signature. However, should you be out our couriers will leave a card at your address giving you a new delivery date.
- CAN YOU SEND MY SHOES TO A DIFFERENT ADDRESS?
Yes, you can specify an alternative address for delivery, but remember the parcel must be signed for.
- DO YOU DELIVER TO BFPO ADDRESSES?
No, unfortunately not at the present time.
- CAN I RING CUSTOMER SERVICES AND PLACE AN ORDER THROUGH THEM?
Yes, please call 0800 876 6001 Monday - Friday, 9:30 - 17:00. Please remember to have the style name, number colour & size to hand.
- CAN I CANCEL MY ORDER
You cannot cancel your order after you have confirmed it at the check-out stage. However, once your order has been delivered, you have 28 days to return your item(s) and claim a full refund (excluding delivery charges). Please refer to our returns policy for terms & conditions.
- WHEN WILL YOU TAKE PAYMENT?
Payment will be taken once you confirm your order.
- I NEED MY SHOES FOR A SPECIAL OCCASION CAN I FASTTRACK MY ORDER?
Yes please refer to delivery information for details & charges.
- HOW DO I KNOW MY ORDER HAS BEEN SUCCESSFULLY SUBMITTED?
You will receive a confirmation email once your order has been processed. You will also receive an email once your goods have been despatched advising you of your tracking number & the name of the courier.
- CAN I ADD TO MY ORDER ONCE IT HAS BEEN SUBMITTED?
You can add to your order at any time before you check- out, but once your order has been submitted it cannot be changed.
- HOW DO I KNOW IF THE SHOES I WANT ARE AVAILABLE?
If the item you have ordered is not available we will endeavour to contact you by email or telephone as soon as possible. Should you wish to continue with your order we will advise you of the expected delivery time or alternatively we can cancel & refund your order and email you when the stock becomes available again.
- CAN I RETURN UNWORN GOODS?
Yes. If you are not completely satisfied with your purchase you can return them for a full refund (minus the postage) within 28 days of receipt. Items must be unworn and in their original condition. You must have your receipt and/or delivery documents as proof of purchase. Please remember to state if an exchange (UK mainland addresses only) or refund is required. We can only refund the original card used for payment. HENRY JAMES SHOES reserves the right to refuse a refund if the goods are not in perfect condition or in the original packaging. Please refer to our returns policy for further information. Should you wish to exchange your shoes we will send out the new pair (to mainland Uk addresses only) free of charge. This is limited to ONCE ONLY per order. Should any further changes need to be made a completely new order will need to be placed and the customer will be liable for the shipping fees.
- WHAT HAPPENS IF MY SHOES ARE FAULTY?
Complete the returns form enclosed with your shoe's, pack the two together and attach the pre-paid printed returns label and take to your nearest Post Office. Remember to obtain & retain proof of posting. Contact our customer service dept on 0800 876 6001 Monday - Friday 9:30-17:00 or email firstname.lastname@example.org. Our returns address is:
Henry James Shoes
PO Box 292
Please refer to our returns policy for further details.
- HOW LONG WILL IT TAKE FOR A RETURN TO SHOW ON MY ACCOUNT?
Exchanges (when in stock) are processed within 15 days of receiving the item at our warehouse. For refunds, please allow up to 21 days for your Debit/Credit card to be credited.
- CAN I HAVE MY SHOES REPAIRED?
Yes, but we do not advise alterations to shoes, or the attachment of additional outer soles.