Frequently Asked Questions

A. If, for any reason, you are unable to remember your password just go to the ‘Login/Register’ link at the top of the navigation, then click onto the "If you’ve forgotten your password click here’ link. Enter your registered email address then click "submit" and your password will be emailed to you. If you have any difficulties, please contact us.

Q. What happens if I click the “Remember Me” box?
A. If you check the “remember me” box, we’ll put something called a “cookie” on your computer that will let us know who you are next time you login again. Each time you return, you will be logged in automatically. (If you use a different computer, you will need to log in again.) This cookie does nothing more than “remember” you to the website.

Q. How Do I Enable Cookies?
A. To enable cookies, follow the instructions below for the browser version you are using.

Mozilla Firefox (1.0 final release and earlier)

1. Go to the "Tools" menu.

2. Select "Options".

3. Select the "Privacy" icon in the left panel.

4. Check the box corresponding to "Allow sites to set cookies". Click "OK" to save changes

Netscape 7.1/Mozilla 5.0

1. Select "Preferences" from the Edit menu.

2. Click on the arrow next to "Privacy & Security" in the scrolling window to expand.

3. Under "Privacy & Security", select "Cookies."

4. Select "Enable all cookies".

5. Click "OK"

Microsoft Internet Explorer 6.0+

1. Select "Internet Options" from the Tools menu.

2. Click on the "Privacy" tab.

3. Click the "Default" button (or manually slide the bar down to "Medium") under "Settings".

4. Click "OK"

Microsoft Internet Explorer 5.x

1. Select "Internet Options" from the Tools menu.

2. Click on the "Security" tab.

3. Click the "Custom Level" button.

4. Scroll down to the "Cookies" section.

5. Set "Allow cookies that are stored on your computer" to "Enable".

6. Set "Allow per-session cookies" to "Enable".

7. Click "OK"

Microsoft Internet Explorer 4.x

1. Select "Internet Options" from the View menu.

2. Click on the "Advanced" tab.

3. Scroll down to find "Cookies" within the "Security" section.

4. Select "Always accept cookies".

5. Click "OK"

Netscape Communicator 4.x

1. Select "Preferences" from the Edit menu.

2. Find the "Cookies" section in the "Advanced" category.

3. Select "Accept all cookies" (or "Enable all cookies")

4. Click "OK".

Q. What if I share my computer with others?
A. If other people use your PC, you may not want to use “remember me”. If you do, then they will automatically be logged in to your Scholl Account. In this case, you may prefer simply to log in at each visit.

Q. What happens if I do not check the Remember Me box?
A. If you do not check the box, we won’t put a cookie on your PC. However, the next time you visit you will need to enter your login name and password again.

Q. I want to order more than one pair; will the delivery cost more?

A. No, the price of delivery is per order placed

Q. You don't do half sizes in the style I want, should I go up or down a size?

A. Most of our customers find that the smaller size provides the better fit.

Q. How can I order if I live outside the UK?

A. We are sorry but we are unable to deliver or take payment from residents outside of the UK.

Q. Can I have my order delivered to an address other than my home address?
A. We deliver direct to your home, or if more convenient another address such as your work place. Our standard delivery service normally takes 3 to 5 working days (excluding weekends and public holidays).

Q. I have not received my order

A. Standard Delivery: Most orders are usually delivered in 3-5 working days. Occasionally due to postal delays they can take longer. We have to allow up to 14 days before we are able to start tracing lost parcels, unfortunately we cannot do anything for you until this time has expired. Please contact us if you do not receive your item(s) within this period so we can help to retrieve your goods. We apologise for any delay. Express Delivery: If you ordered before noon your order should be delivered on the next day (excluding weekends and public holidays). Please contact us this is not the case and we can start to trace the order immediately.

Q. I have ordered the wrong product

A. If you have not yet received dispatch confirmation of the order please contact us or if you have received your order but would like to return the product please follow our returns procedure.

Q. My goods are faulty or have been damaged in transit

A. Please Contact us for details on what action to take.

Q. How do I cancel my order?

A. If you change your mind, you can cancel your order before it has been dispatched.

Please log in and go to “My Account” and click on orders:

If Order status = Submitted

You can at this point cancel your order by clicking on the “Cancel” button

If Order Status = In warehouse

Please contact us and quote your order number

If Order Status = Dispatched

Please refer to our returns policy section

Please note you can only cancel the whole order and not individual lines.

Your payment card/PayPal account will be refunded within 2 working days of your cancellation request.

Confirmation of your cancellation/refund will be sent to you by email.

Q. What if the shoes I order do not fit or I decide that I do not like them?

A. Don't worry - our No Quibble Guarantee means you can order in complete confidence, as you can return items to us within 28 days of ordering for a refund.

Q. Do I have to pay postage on returned goods?

A. If you want to return goods to be refunded we ask you to pay the postage on the items you return to us. If we have made a mistake - contact us for our freepost address.

Q. How do I return flammable & aerosol products?

A. These items (which are listed in below) should not be sent by Royal Mail. If you want to return these items we can arrange for them to be collected from you by our carrier on request, but we will charge you for the cost of collection or deduct it from any refund that is due to you. If we do arrange a collection, then you must ensure that someone is available at the collection address to hand the items to our carrier at the designated time.

Frequently Asked Questions

Getting Started

How To Order

Deliveries & Returns

Other Questions

Getting Started

Other Questions