Coronavirus

Please note that our Customer Service  team is currently experiencing a large volume of calls and emails. As ever, our aim is to provide you with a swift answer to your questions. Please refer to the FAQs below before getting in touch as your questions may already be answered.

Yes – we are fully operational and still shipping orders across the world, connecting with customers online through our social channels.

Currently our delivery partners are experiencing minor delays in some specific regions with orders reaching destinations as normal. For queries or concerns around how your country is affected, please contact our customer service team. We advise you to allow an additional 1-2 days for your order to arrive. Please note that timeframes could be subject to short notice changes if a country’s situation changes - we are working closely with our delivery partners and as soon as we are aware of any issues with individual orders we will be in touch to inform customers accordingly.

Our stores have now re-opened in line with the relevant government guidelines. 

Our website and digital channels will continue to operate as usual and we look forward to reopening stores worldwide when we feel that it is safe to do so.  Please see below for details of stores in your area. For more information about our stores, visit our Store Finder

 

UK:

Our Covent Garden store has now reopened with the Following government recommended measures:

  • Screen
  • Masks
  • Gloves
  • Hand Sanitisers
  • Wipes

 

Denmark:

  • Trading normal
  • No masks, no gloves
  • Limiting customers

 

Czech Republic:

  • Trading normal hours
  • Masks and gloves to be worn for staff and customers
  • Quarantine shoes tried on for 3 days
  • Socks are compulsory

 

Switzerland:

  • Store re-opened on Monday with standard operating hours
  • Restricted to 5 customers in store at a time
  • Sanitiser at the door
  • Obliged to wear face masks in Switzerland

 

Austria:

  • Store is re-open
  • Must wear masks in store
  • Social distancing of 1m when queuing
  • 1 customer per 10/square meters in store
  • Usual opening hours

 

Germany

  • Only 6 hours in beginning with one sales person- switching to normal hours
  • Put up posters etc explaining masks which must be worn and social distancing rules of 6 ft
  • Following government regulations
  • No shoe quarantine needed

 

Belgium

  • Opened from 12th May
  • 1 person per 10 square/metre
  • Sanitizers on entry
  • Masks he will use but not compulsory for clients
  • 2 staff
  • Quarantine area for shoes 48 hours
  • 30 minutes per customers
  • 1.5m distance for queues
  • 24 hour quarantine for shoes tried on but not bought / or returned to store

 

Finland

  • Have been trading the whole time
  • Business is slow so reduced staff

 

South Africa

  • Store is open
  • Only 5 people in the store at a time
  • Open 10am-2pm
  • Strict social distancing; masks must be worn, sanitizer station at the door
  • Cardless cash out system in place
  • Contactless delivery option available

 

Netherlands

  • Appointment Only
  • No gloves
  • Socks for shoes
  • 3 staff
  • 1 hour per customer

Yes, we are still accepting and processing customer refunds that come back to our warehouse.  We appreciate that you may not be able to easily get outside and return your items at this time and would like to remind you of our 100 day trial, allowing you to return products 100 days after purchasing. This is valid both in store and online.

We aim to process your refund within 14 days of receiving your order. Please allow an additional week for this to be processed given the current challenges at this time.

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