FAQ

My Account
How do I create a Padders account? View Answer

To make an online account with Padders, you will need to click register on the top right of any page. You will then be asked to enter your email address and create a password. Alternatively, you will be prompted to make an account when you try to make a purchase.

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Why can’t I sign into my Padders account? View Answer

If you are experiencing troubles signing into your Padders account, please check you’re using the same email address and password you used to register with us. If you have forgotten your password, you can reset it using the ‘Forgotten Password’ link. You also have the option to check out as a guest on our website.

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What are the benefits of creating a Padders account? View Answer

The benefits of creating a Padders account include:
- You can save your delivery details for quicker and easier ordering
- We have your details in case we need to contact you about your order
- You are able to view your order history
- Track your orders with ease

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I have forgotten my password, what should I do? View Answer

Head to the login page and click ‘Forgotten Password’, enter your account email address in the box provided, we will then send a new password to your email address. Alternatively, you can contact us directly.

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When registering, it won’t let me use the password I have chosen, what should I do? View Answer

When setting up your password, there are a few reasons as to why your password could be declined. The most common reason is that the password does not meet our requirements. Please ensure you have used the following:

An uppercase letter
A lower case letter
At least one number
A minimum of six characters

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How do I update my personal details or email address? View Answer

You can log in to your account via the login page and click ‘Update My Details’. You can then make the necessary changes. Alternatively, you can contact us directly.

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I am having general problems accessing or purchasing from your website? View Answer

If you are experiencing problems accessing our website, contact our helpful customer service team on 01536 534977 who will be able to assist you further.

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Is my personal information confidential? View Answer

Shopping online with Padders is safe and we take excellent care to ensure your personal and payment details remain private. Our secure server encrypts all of your personal information and payment details so that it cannot be accessed or read. If you are interested in reading our privacy policy, you can find it here

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Is your site secure? View Answer

www.padders.co.uk uses an SSL certificate to ensure all personal details, including payment information, is safe and secure. The extra level of encryption will give you peace of mind when you are shopping with Padders.

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Do you have a privacy policy? View Answer

Yes, our privacy policy can be found on our Terms and Conditions page, or you can download it here. 

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Does your site use cookies? View Answer

Yes, we use cookies to ensure your experience on our website is as great as possible.

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How can I delete my account? View Answer

If you wish to delete your account, please contact Padders customer services where we will be sure to help you with this.

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Ordering & Payment
How do I order online? View Answer

To order online, simply choose your selected style, colour and size and add the item to your basket. You can then check out using your Padders account details or as a guest. You will receive a confirmation email once your order has been placed.

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Can I order by phone? View Answer

Yes, our customer service team are more than happy to place your order over the phone. Please call us on +44 01536 534977. Make a note of the product code, colour and size you wish to purchase if phoning to order.

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Can I amend my order? View Answer

You can amend your order at any time before the checkout. Please note, once your order has been placed it cannot be amended.

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Can I cancel my order? View Answer

We may be able to cancel your order if it has not already been dispatched. To cancel please contact our customer service team by phone on +44 1536 534977 or by email using [email protected]. Please include your order number, name and postcode, email and telephone number. If your order has already been dispatched or delivered you will need to follow our returns procedures.

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How do I view my order history? View Answer

To view your order history, log into your account using your email and password. Once you have logged in, click My Account at the top of the page. Once you are in this area you will be able to locate any previous orders that you have placed directly with Padders.

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How do I remove an item from my shopping cart? View Answer

Simply go into your shopping basket using the buttons at the top of the page where you will see the option to remove an item(s).

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Can I order shoe care online? View Answer

We have many shoe care products all of which are available to buy online. You can find them listed under the accessories section on our website.

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Can I have my order delivered to a different address to my billing address? View Answer

Yes, our delivery options allow you to have your parcel delivered to a UK address different from your billing address. We are unable to deliver to BFPO addresses and varied postage costs will apply to addresses outside of the UK.

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When will I receive confirmation that my order was successful? View Answer

Once you have placed your order, you will receive an order confirmation email shortly after. This confirms that we have received your order request.

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When will I receive confirmation that my order is on its way? View Answer

You will receive an email once your order has been dispatched from our warehouse. You can then track the delivery of your order using the tracking number on your email.

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If an item is out of stock, how will I know? View Answer

If an item is out of stock, the unavailable sizes will display an ‘X’ and you will be unable to add this item to your basket. Please contact us for information on stock updates.

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If an item is out of stock, can I be notified when it becomes available? View Answer

Yes, our customer service team will happily reserve you a particular product. You will need to call us on 01536 534977 and tell us the product code of the item you wish to reserve. Once the item is in stock, we will contact you to take payment before dispatching it from our warehouse.

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What payment types do you accept? View Answer

We accept the following payment types: Visa, MasterCard, Switch, Maestro, and valid Padders gift vouchers. Please note we do not accept Solo or American Express.

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Do you accept PayPal? View Answer

Unfortunately, we do not accept PayPal as a method of payment.

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Do you accept AMEX? View Answer

Unfortunately, we do not accept American Express as a method of payment.

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Can I send a cheque? View Answer

Yes, we do accept cheque as a form of payment. Please make your cheque payable to Padders. Once your order has been placed, the cheque will be presented to the bank for processing. Upon receipt of payment in full, your order will be dispatched within 5 working days.

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Will I be charged VAT? View Answer

All prices displayed on our website include VAT. If you are exempt from VAT, you may be able to purchase particular shoes VAT free.

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Am I VAT exempt? View Answer

Shoes marked as 6E (women’s) or K (men’s) when bought to support a medical condition are exempt from VAT. You can call us for a VAT relief declaration form or order your shoes online for automatic exemption.

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What is VAT exemption? View Answer

In the UK, the standard rate for VAT is 20%. Individuals who are chronically sick or disabled can claim VAT relief when they buy equipment that has been designed solely for disabled people and is for their own personal and domestic use. This means that they pay the retail price without VAT included.

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Why hasn’t my card payment been accepted? View Answer

We are not always able to specify why card payments do not clear. If a card payment fails, please double check all details have been entered correctly, that you are using a card which has not expired and that your billing address on your account is the same as the details registered to your payment card. If these advisories fail, please try an alternative payment method or contact your card issuer.

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Padders Gift Vouchers
What is a gift voucher? View Answer

Gift vouchers are paper vouchers in sterling denominations of £15, £30, and £50 and can be redeemed online and over the phone. Padders gift vouchers are the perfect present for family and friends and they are only redeemable directly with Padders.

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How can I purchase a gift voucher? View Answer

You can purchase gift vouchers online as you would any of our other products. Visit our eVouchers page  to make your purchase.

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Can I use a gift voucher online? View Answer

Yes, gift vouchers are redeemable online. (More details to follow)

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Can multiple gift vouchers be used at the same time? View Answer

Yes, there is no limit to how many gift vouchers you can use per order.

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How will my gift voucher be delivered? View Answer

Your gift voucher will be delivered in a greeting card selected from our collection.

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How can I check the balance of my gift voucher? View Answer

You will need to contact our customer service team if you wish to check the balance of your gift voucher. They will be more than happy to help.

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Is there an expiry date for my gift voucher? View Answer

Gift vouchers expire 12 months from the date of purchase. If you’re unsure how long is left on your gift voucher, please get in touch and we’ll be happy to help.

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Can I return my gift voucher for a refund? View Answer

Unfortunately, we cannot accept the return of a gift voucher for a refund.

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What happens if my gift voucher is lost, stolen or damaged? View Answer

We regret that we cannot re-issue or refund lost, stolen, mislaid or damaged Padders gift vouchers.

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Delivery & Tracking
What are the delivery costs within the UK & Ireland? View Answer

Free delivery on orders over £80.00
Standard UK delivery - within 5 working days: £3.50
Express UK delivery - 1-2 working days: £6.00
Republic of Ireland – DPD £9.00

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What are the delivery costs for addresses outside of the UK & Ireland? View Answer

Delivery costs to locations outside of the UK and Ireland vary from country to country. Please contact us directly for a quote before placing your order.

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Do you offer next day delivery? View Answer

Yes, if you place your order online or over the phone before 12:30 pm via express delivery, your order will be delivered the following working day.

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Do you deliver to BFPO addresses? View Answer

No, unfortunately, we are currently unable to deliver to BFPO addresses.

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What happens if I am out when you attempt delivery? View Answer

If you are out, the parcel can be left in a safe place or with a neighbour if you have requested these details when placing your order. If this is not an option, the parcel will be sent back to the sorting office and a calling card will be left with further instructions.

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Where is my order? View Answer

You can track your order for current updates. Orders may have been delayed due to an unforeseen delivery issue. If you need further assistance please contact us.

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Can I track my order? View Answer

Your order dispatch email will include a tracking number for you to track the status of delivery.

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The status of my order says delivered but I haven’t received it? View Answer

Please check your parcel has not been left in a safe place or with a neighbour. Alternatively, you will need to contact our customer service team. Please quote your order number.

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Returns
What is your extended Christmas returns policy? View Answer

Our extended Christmas returns policy is valid from 1st November 2018 and you have until 18th January 2019 to return purchases bought during this time.

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What is your returns policy? View Answer

You can return your item(s) free of charge for a refund or exchange within 28 days of receipt. Items must be unworn and in their original condition. Please retain your proof of posting. View more information on our returns policy here.

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How do I return my parcel back to Padders? View Answer

We hope you’ll love every Padders purchase you make, but if you need to return an item you can do so within 28 days of receipt. Simply download and print a Freepost returns label  to attach to the outside of your parcel, package the item(s) with the completed returns form enclosed, and send the parcel back to us via the post office. Don’t forget to obtain a proof of postage receipt. Please see our Returns Policy  for more information. If you do not have access to a printer please contact customer services where a member of the team will be happy to help.

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Do I have to pay to return my parcel? View Answer

Returns are free of charge from the UK and Northern Ireland.

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Can I track my return back to Padders? View Answer

If you are returning your shoes back to Padders using our Freepost label, you will be able to track your parcel at any time, as long as you have your receipt from the post office with your tracking number on it.

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How do I request an exchange? View Answer

Complete the returns form by filling in the style name, colour and size you require. Please enclose this paperwork within your return. If there is a difference in price between products, you will automatically be refunded or charged accordingly.

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When will I receive my refund or exchange item? View Answer

Once we have processed your return, please allow up to 14 days for the refund to show in your account. If you have requested an exchange, this will be processed and dispatched immediately on return using the delivery method you initially selected.

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How will I be refunded? View Answer

Once we have received and processed your returned item(s), a refund will be made to your original method of payment. We will email you once your return has been processed. Please allow up to 3-5 working days for the amount to appear on your payment card.

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Will my postage be refunded? View Answer

Unfortunately, we cannot refund the cost of delivery and will only refund for the full cost of the item itself.

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How can I request a returns label? View Answer

If you need to return a parcel, you will need to ensure you have a label displayed clearly on the package. The label can either be downloaded online via Royal Mail’s website or, if you are unable to do this, you can contact customer services and request one to be sent to you in the post.

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Can I arrange for my return to be collected? View Answer

If you do require a collection for your return, then you would need to get in contact with our customer service team who will be able to arrange this for you. Please note this service is only available under certain circumstances.

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I’ve lost my returns note, can I get a replacement? View Answer

Yes, we are able to send a replacement returns note if you require one. However, for the purposes of a return, you can include a covering note as long as this includes your name, address and order number.

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What if my parcel is lost on the way back to Padders? View Answer

When returning items, please obtain a proof of postage receipt. We will need this to investigate into a lost parcel. If you have any questions regarding your return, please contact us.

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I have received a faulty/damaged/incomplete/incorrect item, what should I do? View Answer

If the original packaging has been damaged, we will still accept the return. Please just repackage the item suitably to keep it safe while it's on its way back to us.

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I did not purchase my item directly from Padders, can I return it for a refund or exchange? View Answer

You can return your item(s) to the place of purchase as long as it coincides with their returns policy, we can only accept returns from products bought directly from Padders.  

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My item is faulty, I did not purchase it from Padders directly, what can I do? View Answer

The correct procedure is to return the item to the place of purchase as this is where your sale of contract lies. For further advice please contact us.

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Promotions
How do I use my promotional code online? View Answer

Enter your promotional code at the checkout in the box provided before proceeding to payment.

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Can I use my promotional code when ordering by telephone? View Answer

Yes, please quote your promotional code when ordering by telephone.

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Can I enter more than one promotional code at a time? View Answer

You can only use one promotional code at a time.

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What format must I enter my promotional code? View Answer

You must enter the promotional code without any spaces between. Promotional codes are not case sensitive.

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I forgot to add my promotional code to my order, can the discount still be applied? View Answer

It is not possible to apply the promotional code after you have placed your order. Please check that the discount has been applied before you proceed to payment. However, please contact our customer service team for further advice.

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I have entered a promotional code, why isn’t my discount showing? View Answer

Please check the promotional code has been entered in the correct format and is not expired. If you are still experiencing issues, please contact us.

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Do free postage promotions apply to non-UK addresses? View Answer

No, unfortunately, free postage promotions only apply to addresses within the UK and Northern Ireland.

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Measure, Fit & Product Care
How do I measure my shoe size? View Answer

To easily measure your feet at home, place your heel against a wall and lay a flat object across the length of your longest toe. Measure the length in mm and choose the longest foot for your final size. To measure the width of your foot, stand on a firm surface and wrap a flexible tape measure around the widest part of your foot – near the big and little toe joints. Record the length in mm and choose the widest foot for the final result. Please note, this is a guide only and we cannot guarantee the correct fit.

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How do I know what style or size to order? View Answer

You can choose your best size by accurately measuring your feet at home and referring to our online size guide. Styles can be a personal preference, but some may be more suited to certain foot conditions than others. Contact our customer service team for more information.

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Where can I find information about sizing & fittings? View Answer

Information regarding the sizing and fittings can be found either on our fit chart that is located at the bottom of the website or we do have information on the size/fitting on each individual product.

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How do I convert EU fittings to UK sizing? View Answer

Unfortunately, there is no straight conversion; however, we do have a chart as seen below.  

UK SIZE        3-3½      4       4½=5       5½      6-6½       7-7½       8         8½-9         9½       10-10½        11       12        13

EU SIZE         36         37        38          39         40           41          42           43           44           45               46       47        48

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How do I care for my footwear? View Answer

To maintain the unique Padders feelgoodfeet feeling, we advise following the care guidelines below.

To care for shoes with a smooth shiny leather, we suggest to wipe clean with a damp cloth, allow to dry naturally and then apply a good quality polish or cream.

For waxed/oily leathers, we suggest wiping off the excess dirt and brush to remove any remaining surface marks.

For any nubuck, we suggest allowing the shoes to dry naturally before brushing off loose dirt with a soft brush.

We also suggest a waterproof spray, which will guard against staining and water penetration, however they still allow the leather to breathe.

Waterproof footwear can be maintained by using a waterproof leather conditioner, cream or waterproof dubbing.

Padders shoes should not be stored in warm, humid conditions. Do not store unused for extended periods.

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How do I clean my slippers? View Answer

We recommend hand washing Padders slippers in warm soapy water and leaving them to air dry. Avoid soaking the soles for long periods of time.

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What is a dual-fit system? View Answer

Our dual-fit system provides the benefit of two insoles, one which can be removed to provide a deeper and wider fit for extra comfort if needed.

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Which shoes can I use Padotics with? View Answer

We’ve developed a range of Padotics to help alleviate pain associated with a range of foot problems. To complement our specialised Padotics, we’ve designed a collection of Padotics Friendly shoes. They offer the benefit of enhanced comfort and extra support without the loss of fit.

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Do you sell memory foam slippers? View Answer

All of our slippers feature a memory foam footbed which moulds to the natural contours of your feet, ensuring all-day comfort when at home. 

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Do your shoes contain shock-absorbing footbeds? View Answer

We have a range of special footbed styles to cater to the needs of all customers. Whether you are looking for extra comfort, additional support or shock-absorbing footbeds, we have something for you.

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International
Do you deliver outside of the UK? View Answer

Yes, please contact us for shipping costs.

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What are the delivery costs for addresses outside of the UK? View Answer

Delivery costs change depending on the country, please contact us for an accurate quote.

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Can I place my order by phone? View Answer

Yes, please contact our customer service team on +44 (0)1536 534977.

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I live outside the UK, will I have to pay import duties or taxes? View Answer

All Padders orders are shipped from the UK, therefore you may be charged import duties or taxes when the parcel reaches your destination. These charges vary and are determined by your local customs authority and must be paid by the recipient of the order.

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Will I be charged VAT? View Answer

All prices displayed on our website include VAT.

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Do you have Padders stockists outside of the UK and Ireland? View Answer

Yes, Padders are stocked in a number of overseas countries. You can view our international stockists here.

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How will I know when my order has been dispatched? View Answer

Once your order has been dispatched from our warehouse, you will be sent an email advising you that it has been dispatched.

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Can I track my order? View Answer

All orders that are dispatched from our warehouse are trackable. When the item leaves us, the courier will send you a tracking number, once this has been received you are able to track your order via their website.

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How do I return items from outside of the UK? View Answer

We hope you’ll love every Padders purchase you make, but if you need to return an item you can do so within 28 days of receipt.

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Will I be charged to return items from outside of the UK? View Answer

Unfortunately, Padders cannot cover the costs of international returns.

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I have received a faulty item, what can I do? View Answer

We want all of our customers to receive quality goods. If you believe there is a fault with an item you have received, please contact our customer service team.

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Do free postage promotions apply to non-UK addresses? View Answer

No, unfortunately, free postage promotions only apply to addresses within the UK and Northern Ireland.

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Padders People
Do you have a catalogue you can send me? View Answer

Yes, you can request a Padders or Padders Plus+ brochure online or by telephone. Order yours now.

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How can I be kept up to date with all things Padders? View Answer

Sign up here to our email newsletter to receive all the latest news and deals.

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When can I leave customer feedback? View Answer

Yes, you can leave customer feedback on our website under the Contact Us section.

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Contact Us