FAQ

How do I make a purchase?

Making a purchase is easy. Wherever you see a product you can shop it: simply select your size and click ‘Add to Bag’. Your chosen item will appear in your shopping bag on the top right of the screen; as you continue to shop or browse the site you can hover over or click on the bag to see its contents in the ‘mini bag’ at any time. When you’re ready to place your order, select Proceed to Checkout from the mini bag and follow the straightforward prompts to complete our one-step checkout process. If you have any problems, please contact customer care at info@goodey2shoes.com available 24 hours a day, seven days a week.

Can I order by telephone?

Yes — call us with details of the item you wish to purchase and your billing information and we will process your order. 

How do I find a specific item?

If you know the name of the product you're looking for, you can use the search button at the top right of the page. To browse all products, visit the 'products' page and scroll through the items.

How do I know if an item is in stock?

If an item is out of stock, you'll be notified when you try to add to your basket.

Which payment methods does
Goodey 2 Shoes accept?

We accept American Express, Visa and MasterCard. For customers in the US, we also accept Discover.

Is it safe to use my credit card online at goodey2shoes.com?

We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking process.

How will I know if you have received my order?

After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card details have been approved, the delivery address has been verified and the items located will your order be accepted and the items shipped. At this point you will receive a second email from us confirming your order. If any of the items you have ordered are unavailable from our warehouse, we will try our best to locate them from our goodey2shoes.com stores. If this is not possible you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.

When will I receive my order?

Orders shipped using our delivery partner, DHL, are delivered Monday to Friday between 9am and 5pm. For security reasons, all orders must be signed for upon delivery. If you live in London and choose our Premium delivery service your order will be sent with Ecourier and arrive with you between 2pm and 5pm with our afternoon service, and 6pm and 7pm with our evening service, seven days a week.

What is 90 Minutes delivery?

Choose 90 Minute delivery to receive your pieces within 90 minutes of placing your order. This service is available to select London postcodes and for products which are in stock at our central distribution centre. The service is available for orders placed between 6.30am and 8.30pm Monday to Saturday and 9.30am and 7pm on Sundays. If your order is eligible for the 90 Minutes delivery the option will be displayed to you at checkout. For orders placed using 90 Minutes delivery, customers will receive an email containing a tracking link allowing them to follow their delivery live all the way to their door, one hour before delivery is due.

What is Premium delivery?

Premium delivery is a service offered to London addresses within the M25, allowing you to choose the day (Monday to Sunday) and hour of delivery. You can choose your hour-long time slot for the same day (for orders placed before 5pm; 4pm on Sundays) or up to seven days ahead. If your order is eligible for Premium delivery, the option will be displayed to you at checkout. For orders placed using Premium delivery, customers will receive an email containing a tracking link allowing them to live track their delivery direct to their door, one hour before the delivery is due

Am I able to track my order?

Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us on info@goodey2shoes.com and we will track the order on your behalf. If you place an order and choose our same-day shipping service, you will receive a text notifying you of the status of your order.

Can I exchange my order?

If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. You can also choose to receive your refund as credit, which will enable you to purchase a replacement item quickly and seamlessly.

How do I return an item?

You have up to 28 days to return an item, however you must request your returns number within 14 days. For full details on the returns process, see our Returns page.

In what packaging will my goods be delivered?

When you shop at goodey2shoes.com you can choose how you would like your purchase to be packaged. Opt for our marbled boxes — iconic and artist-designed; alternatively, choose our eco packaging option, marble-lined brown boxes which are discreet, chic, recycled and recyclable. Both options are free of charge and whichever you choose, each item will be perfect when you receive it. All shoes will arrive in the designer’s original packaging.

Will goodey2shoes.com have seasonal sales?

At goodey2shoes.com we hold a seasonal sale twice each year. Find the sale by clicking on Sale in the top navigation. Please note, goodey2shoes.com cannot guarantee that its prices online will be equal to the prices in our London stores during sale periods. Also, owing to the exclusive nature of our stock, we cannot guarantee that an item will still be available for purchase later in the season.

Do I have to pay duty and import charges?

In order to assist customers, in Australia, Bahrain, Canada, China, Japan, Kuwait, Saudi Arabia, Singapore, Switzerland, UAE, USA and Qatar, items are shipped on a DDP (delivery duty paid) basis and all prices shown include the relevant import taxes and duties (where the individual product or total order value is over the relevant country duty threshold). If you are shipping to South Korea, all prices shown on product and listing pages exclude duty and/or tax, however, customers can opt to pre-pay taxes and duties by checking the ‘Pre-pay your duty and tax’ tick box.

For all shipping destinations, duty is clearly itemised in your shopping bag and throughout the checkout process. Customers can opt out of paying duty by unticking the ‘Pre-pay your duty and tax’ box at checkout, excluding orders shipping to China. If you opt out of paying duty up front, it is your responsibility to pay any applicable charges on delivery. 

If you decide to opt out, the shipping company will contact you by telephone once your items are in customs to let you know the cost. This may delay your delivery time as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods. Please be aware that if you don't choose to pay the import taxes we reserve the right to charge any additional costs incurred by goodey2shoes.com to you. Delivery outside of the EU and to the above listed countries may be subject to local import taxes, which are your responsibility where they apply.

Is my personal information kept private?

Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the goodey2shoes.com terms and conditions statement. In order to register as a user of goodey2shoes.com, we ask you to provide us with your name, mailing address and email address. We may use these details to inform you of new goods and services via email. If you do not wish to receive such emails, please update your account preferences by clicking on 'My Account' and 'Manage Preferences'. In order to process credit-card orders online we require additional information including your billing address, shipping address, telephone number, credit-card number and credit-card expiration date. We will only use your billing and credit-card information to process your order and inform you of its delivery. Please note that goodey2shoes.com does not keep any of your details on the goodey2shoes.com website, and therefore these details are protected from any breach of security on the goodey2shoes.com website. Navigational information is used only for internal purposes to enhance the customer-shopping experience and site usability, and will not be shared with any outside parties.

How do I contact customer care?

If you have any questions which are not currently answered on our site, please contact Customer Care either by email at info@goodey2shoes.com or call us on  — available 24 hours a day, seven days a week.

How do I buy a Gift Card?

Gift Cards can be purchased at goodey2shoes.com. Gift Cards are available in GBP £, USD $, EURO €, AUD $ (only if shipping to Australia) and HKD $ (only if shipping to countries other than the US, UK or Australia). Gift Cards expire 12 months from the date of purchase. Gift Cards are exempt from customs duties and taxes. Gift Card(s)-only orders are delivered free of charge. Standard delivery charges apply when a Gift Card or Gift Cards are purchased in a mixed basket with other products.

How do I activate my Gift Card?

Sign in or register to activate your Gift Card. Once you've signed in, go to 'My Account' and click 'My Credits', where you'll find 'Activate Your Gift Card Credit'. Here you enter your unique activation code. There is no limit to the number of Gift Cards you can activate on your account. You can check your balance at any time online within 'My Credits' in the 'My Account' section. If your order exceeds your credit value, any remaining balance can be paid for by credit or debit card.

I'm unable to redeem my Gift Card – can you advise?

Please call our Customer Care team on 0800 009 4123 (UK Toll Free) or +44 (0)20 7022 0828 or email info@goodey2shoes.com

Can I get a refund on my Gift Card?

Gift Cards cannot be returned or exchanged for cash. All returned items that were paid for with a Gift Card will be refunded as account credit, which can be redeemed against future orders.