Frequently Asked Questions
Q. What is your returns policy?
A. If you are not happy with your shoes when they arrive, provided they have only been tried on a carpet and are unmarked, we will refund the full cost of the shoe. We are unable to refund the postage and packing charges. For further details please see our Delivery & Returns page.
If a shoe develops a manufacturing fault in wear we will replace the shoe (if still available), replace with an alternative shoe to your liking, or refund your money. We will also refund the cost of returning the shoe to us if posted within the United Kingdom.
Q. What are your delivery charges?
A. Our delivery charges are shown on the web site at the placing of the order. The charges are currently £6.00 / order for deliveries within the United Kingdom, or £10.00 for 24 hour delivery, £15.00 / order for Europe and £25.00 / order for other destinations. For orders outside of the UK, you are liable for any import duties and taxes that may be payable.
Q. Can I return my shoes if they do not fit?
A. Finding your size and fitting is not always easy when ordering footwear online or by mail-order.
We offer a free return service (UK only) via Royal Mail, enabling you to select the correct fitting shoe no matter how long it takes with no further postage costs to yourself, provided that the shoes have only been initially tried on a carpet.
Unfortunately we are unable to replace shoes or refund your money if the shoes have been worn outside or have been worn inside for any period of time.
Please note that if you decide to return shoes via another service we cannot refund the charges incurred.
Q. I've lost my returns label. Please help.
A. If you have mislaid your label, then please print off another one here.
If using our free returns service customers must obtain proof of posting, failure to do so will result in you being liable to us for the cost of the Product if they are not delivered to us.
Q. Are my credit card details safe when I buy online?
A. To take payment for your order we use the services of a payment provider Sagepay, who are approved by all the major UK acquiring banks. When you place your order, even though you key in your card details, all that is seen by DB Shoes Ltd are the last four digits of your card number.
Our payment providers employ the most sophisticated security measures to protect your personal details. We know of no documented cases of credit card fraud using our shopping system over the Internet.
Q. How quickly will I get my shoes?
A. We aim to despatch your order the day after receipt of your order. We generally use Royal Mail, but from time to time we may use other reputable carriers to deliver your shoes to you. From experience we notice it can take them between 5 - 7 days to deliver depending on your location. If the shoes you have ordered are not in stock and the shoe is made by our factory we endeavour to get the shoes made within two weeks.
Q. If my shoes are out of stock do you still cash my money?
A. We only take payment from your card when we despatch your order.
If a shoe is out of stock we will not charge you credit/debit card account until the shoe is back in stock and we have despatched it to you.
The only time when we take your money in advance is if you have written a cheque to cover an order for a number of shoes and we are unable to despatch the complete order. In that situation we have to cash the cheque as it is not possible to make a split payment.
If you order a number of pairs and we are only able to despatch part of your order, we will only charge your account for the shoes actually despatched.
If it is going to take us longer than one month from placing of the order to delivery of your shoes we endeavour to notify you to discuss the matter with you.
Q. How do I use the measure chart?
A. We have made the use of the measuring chart as simple as possible.
Print off the measuring chart, ensuring your printer is set to the correct settings, and follow the clear instructions. The chart gives you a "guide" to your fitting.
It can never be 100% accurate as you are measuring the circumference of your foot but it will certainly give you a very good indication.
If you need further help please ring us on 01933 311077 and we can discuss the results with you.
Download Mens Measuring Chart Download Womens Measuring Chart
Q. Will you ever divulge my details to a third party?
If you do not wish this information to be passed on and used in this way, you have the option to indicate this at the time of creating your account details or requesting a catalogue.
Alternatively you can send an email to click here to email us indicating that you do not wish your details to be shared.
Q. How do I claim VAT relief?
A. Press either the "VAT exempt" or "Do I qualify for VAT relief" buttons on the web site (or click here) and follow the instructions. Please note that VAT relief is only available on our 6E and 8E fitting shoes provided you meet the VAT office criteria.
VAT relief is not available on any of our other fittings, even if you qualify, as the VAT office has ruled that these fittings do not qualify for VAT relief.
Q. Can I speak to someone to place my order rather than placing it on line?
A. If you prefer, rather than placing an order on line, you may ring us on 01933 311077 to discuss your requirements or to place your order with us.
Please note that our office hours are Monday - Friday 9.00am - 5.00pm.
We are closed between Christmas and the New Year.
Q. How accurately is the shoe's colour depicted on the website?
A. We make every effort to ensure that photographs and descriptions are accurate on our web site and in our catalogues but please note that colour representation may vary from monitor to monitor.
Q. Can I buy DB Wider fitting shoes through a retail outlet?
A. Yes, DB wider fitting shoes are available through good independent retailers. Please click here for further details. Please ring to discuss your requirements with the retailer beforehand to ensure that the retailer can look after your needs.