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.

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.

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

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.

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

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.

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.

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

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.

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. 

Does your site use cookies? View Answer

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

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.

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.

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 01603 493116. Make a note of the product code, colour and size you wish to purchase if phoning to order.

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.

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 1603 493116 or by email using sales@padders.co.uk. 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.

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.

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).

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.

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.

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.

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. You can call us on 01603 493116.

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 01603 493116 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.

What payment types do you accept? View Answer

We accept the following payment types: Visa, MasterCard, Switch and Maestro. We also now accept payment via Paypal.

Please note we do not accept Solo or American Express.

Do you accept PayPal? View Answer

Yes, we do accept PayPal as a method of payment.

Can I send a cheque? View Answer

Unfortunately, we are no longer able to accept cheques as a form of payment.

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.

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.

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.

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.

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

Free delivery on orders over £50.00
Standard UK delivery - Evri within 3 - 7 working days: £3.95

Express UK delivery - DHL Parcel within 1 - 2 working days: £5.95

We are currently unable to deliver to the Republic Of Ireland, Jersey, Guernsey, or the Isle of Man.  

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

We are unfortunately unable to process orders outside of the UK at this time. 

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.

Evri operates an 'Information On Delivery' service which means the driver will leave the parcel in a safe place and take a photograph as proof.

You can see this information in the tracking details associated with the delivery confirmation.

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.

Can I track my order? View Answer

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

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 on 01603 493116. Please quote your order number.

What is your returns policy? View Answer


If you are not satisfied with your purchase, just return the shoes to us in an unworn condition and in their original packaging within 90 days of having received them and we will arrange a refund to the value of goods ordered.

How can I return my shoes?

You can return your item/s in four easy steps.

1. Tick the item/s you wish to return on your Order Receipt.
2. Create your free label on our website: www.norwichfootwear.com/returns
3. Print your label and attach it to your package, remembering to enclose your Order Receipt in the box before sealing.
4. Take your parcel to your nearest DHL drop-off location.

To help you track your return, we will send an email once in transit and also when we receive your parcel.

If  you wish to use an alternative service at your own cost then please return the parcel to:

Padders Web Returns
Norwich Footwear Ltd
St Georges House
Salhouse Road


There are many but we recommend your Royal Mail Post Office as the simplest solution.

Please retain your proof of posting. View more information on our returns policy here.

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

No, you do not have to pay to return your goods as we are pleased to offer FREE RETURNS. 

If you are not satisfied with your purchase, just return the shoes to us in an unworn condition and in their original packaging within 90 days of having received them and we will arrange a refund to the value of goods ordered.

Please retain your proof of posting. View more information on our returns policy here.

How do I request an exchange? View Answer

We do not offer exchanges. If you would like an alternative size, colour or style, we recomend returning your order for a full refund and placing a new order. 

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.

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.

Will my postage be refunded? View Answer

If your full order is returned to us within 14 days of receipt we will refund outbound delivery charges to the value of our standard delivery fee.

Please note this is only applicable if a full order is returned. If any item is kept from an order with two or more products then we cannot refund delivery charges.

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.

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.

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.

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

We can only accept returns from products bought directly from Padders direct. You should return your item(s) to the place of purchase, any refunds would be subject to their returns policy. 

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.

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.

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

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

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

You can only use one promotional code at a time.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

Do you sell memory foam slippers? View Answer

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

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.

Do you deliver outside of the UK? View Answer

No, we apologise we are currently unable to offer this service.

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.

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.

Unfortunately, our free returns service is available for UK orders only. Orders placed from outside the UK have to be returned at the customers costs.

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

Unfortunately, Padders cannot cover the costs of international returns.

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

Unfortunately, because our stock levels change so frequently a catalogue would fail to offer accurate availability. 

The best place to view our full collection of available styles is through this website.

To stay up to date with new arrivals we recommend customers sign up for our email newsletter. Should you do this and no longer wish to receive our mailings you can unsubscribe at any time. 


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. There is no risk and you can unsubscribe at any time, it really is the best way to stay up to date and ensure you don't miss out!

When can I leave customer feedback? View Answer

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

Contact Us

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