Welcome to Dunes Shoes Store’s FAQ section. We’ve compiled answers to the most common questions about our premium footwear, delivery services, and shopping experience. Can’t find what you’re looking for? Our London-based customer service team is always happy to help at [email protected].
About Our Products
What types of footwear do you specialise in?
We offer a curated selection of fashion-forward footwear including ankle boots, knee-high boots, casual shoes, heels, sandals (both flat and heeled), and a range of men’s footwear. We also carry complementary accessories like handbags, clutch bags, belts, and men’s accessories.
How would you describe your product style?
Our London-inspired collections blend contemporary trends with timeless elegance. From statement heels to practical casual boots, we focus on premium materials and craftsmanship that delivers both style and comfort.
Do you offer wide-fit or half sizes?
Currently we focus on standard UK sizing, but we’re expanding our range to accommodate more foot shapes. Please check individual product descriptions for specific sizing information.
Ordering & Account
How do I create an account?
You can create an account during checkout by selecting “Create Account” after entering your email address. This allows you to track orders, save preferences, and enjoy faster checkout in future.
What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure, convenient payments from our global customers.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t yet entered the packing process.
Delivery Information
Where do you ship to?
We ship globally to most international destinations, excluding some remote areas and parts of Asia. If you’re unsure about delivery to your location, please contact us before ordering.
What are my shipping options?
We offer two shipping methods:
- Standard Shipping (£12.95): Via DHL or FedEx, arriving within 10-15 business days after dispatch (with 1-2 days processing time). Includes full tracking.
- Free Standard Shipping: For orders over £50, shipped via EMS with delivery in 15-25 business days after dispatch.
How are international duties and taxes handled?
All duties and taxes are calculated at checkout for complete transparency. We discreetly label packages to ensure smooth customs clearance worldwide.
How will I know when my order ships?
You’ll receive email confirmation at each stage – from order processing to dispatch and delivery. Our London team typically dispatches orders within 1-2 business days.
Returns & Exchanges
What is your returns policy?
We offer easy returns within 15 days of receiving your order. Items must be unworn and in original condition with all packaging. Simply initiate a return through our customer service team, and we’ll guide you through the process.
Who pays for return shipping?
Return shipping costs are the customer’s responsibility unless the item is faulty. We recommend using a tracked shipping method for returns.
How long do refunds take to process?
Once we receive your returned items, we’ll process your refund within 5-7 business days. The time for the refund to appear in your account depends on your payment provider.
Do you offer exchanges?
Currently we process returns and ask customers to place a new order for alternative sizes or styles. This ensures you receive fresh stock quickly without waiting for exchange processing.
Customer Service
How can I contact customer service?
Our London-based team is available via email at [email protected]. We aim to respond to all enquiries within 24 hours during business days.
What are your business hours?
Our customer service team operates Monday-Friday, 9am-5pm GMT. Emails received outside these hours will be answered the next business day.
Where is Dunes Shoes Store located?
Our headquarters and showroom are located at 82 Kennington Road, London, GB EC3B 7HX. While we primarily operate online, you’re welcome to contact us about visiting our London location.
At Dunes Shoes Store, we’re committed to bringing London’s fashion footwear to your doorstep with the same care we’d extend to a boutique customer. Your satisfaction is our priority – don’t hesitate to reach out with any questions not covered here.