1. When will my order be delivered? 
In stock items will normally be despatched within 72 hours and delivered within 7 days of receipt of your order. During peak period’s despatch can be delayed due to the number of orders received.
For out of stock items an e-mail will be sent to advise you of the estimated despatch date. 

2. What do you charge for postage & packing?
Orders to U.K postcodes are despatched at a standard charge of £3.95 postage & packing irrespective of the number of pairs ordered. All parcels are sent via Royal Mail recorded delivery.

3. Do you deliver to locations other than the UK?
We can currently only accept orders for delivery to UK postcodes. 

4. What methods of payment do you take?
We accept most major credit and debit cards, a full list can be found on our payment options page.

5. What is the Card Security Code that you ask for on the payments page?
The 3 digit security code is the final group of numbers printed on the back of your credit \ debit card, typically in the signature panel. This code helps us to confirm that the person using the card is in possession of it. 

6. How do I know it is safe to use my credit \ debit card?
All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted by Streamline to capture the payment. They are not held in clear text on any web site. Your credit card details are completely safe when ordering from Gluv Footwear. Streamline is a service provided by National Westminster Bank Plc.

7. How do I ensure any promotional offers / discounts are applied to my order?
Gluv Footwear will occasionally offer discounts and promotional offers. Online promotional offers and discounts will automatically be picked up when you enter a valid code at the checkout page.

8. What is the Exchange \ Refund Policy?
Gluv Footwear are happy to offer a refund or exchange on unworn products up to 21 days after your order has been delivered. All that we ask is that you send them back in the condition that you received them in the original box and packaging. Please follow the returns procedure shown below. Returns will be processed within 28 days. Please note any refund will be excluding the delivery charge.

9. What should I do if my footwear is faulty?
If your footwear is faulty please follow the returns procedure to return the item to us. The footwear will be checked and if deemed faulty either a full refund of the price of the merchandise will be given or we will send you a replacement product. This is not limited to 21 days. This does not affect your statutory rights. Returns will be processed within 28 days.

10. What is the Returns Procedure?
a) Detach the ‘Returns Form’ from the ‘Order Summary’ sheet enclosed with your order. Fill out the form in BLOCK CAPITALS and place inside the package you are returning.

b) For refunds Step 1 should be completed on the form, for exchanges Step 1 and Step 2 must be completed.
c) Ensure that all returned items are sent to us complete, including the original box, packaging and accessories.
d) Please get proof of postage when sending products back to us, in case the parcel is lost in the post.
e) Please use the supplied Returns Address Label when returning items to us. The Returns Label is a peel able address label located at the bottom of the returns form.
f) If you have any questions please contact our customer service team - Contact Information.

11. How long will it take to receive a refund or exchange for items returned?
Returns will be processed within 28 days.
Please note any refund will be excluding the delivery charge.

12. Can I Cancel My Order?
You can cancel your order at any stage up until it is despatched. 

Further, under the UK’s Distance Selling Regulations, you have the right to cancel your agreement to purchase any Goods within a period of seven working days “the cooling off period” if for any reason you are not happy with the Goods which have been delivered to you. This cooling off period begins on the day after the day you receive the Goods from us. 

If you wish to cancel the agreement, you must notify us of this fact in writing and send your notification to us by e-mail or post. Full contact details are set out below. 

On cancellation, you must return the Goods that we have delivered to you. On our receipt of the returned Goods, we will exchange the Goods or we will refund to you the price you paid for the Goods. Please note that you will be responsible for the costs of returning the goods to us (unless we delivered the item to you in error or the item is faulty) and we will not re-imburse you for this. 

You should return such Goods to us at the following address:- 
Gluv Footwear Returns Dept, 
Bottomboat Road, Stanley, 
Wakefield, W.Yorks
WF34AY

• Goods must be adequately sealed in the original packaging. 

• Fully complete the returns form included with the delivery package, this will ensure that you receive your refund or replacement goods promptly; please make sure that you have addressed the package clearly with the above address. Make sure that you get a certificate of posting from the Post Office as proof that you have sent the package (the Post Office do not charge for issuing these certificates).

13. How many shoes can I order?
You can order as many pairs as you want.

14. Do you have a sale section online?
Yes - the latest sale items will be shown in the ‘Sale’ section of the site.

15. What sizes are available?
All of our Gluv styles are currently available in size 3 to 8. If you are unable to select the particular size you want in a style this will generally mean we have no stock left.

16. Why do you not show the width fitting for the shoes on the web site?
Products in our Gluv range are manufactured to a standard ladies comfort fit. We do, however, have a special range of wider fitting shoes - these styles are highlighted as ‘Wide-Fit’ and can be easily found in the ‘Wide-Fit’ product section. 

17. How do I convert the UK shoe size to Euro shoe size?

18. What do the shoe symbols on the label stuck to my shoes mean?
Pictograms are sometimes used to denote the parts of the shoe and their composition. These symbols are explained as below;

19. How do I take care of my Gluv Footwear?
Gluv shoes are specifically designed to require minimal care, but there are a few tips that will ensure the long life of your shoes

• Take care storing your shoes, the use of a shoe tree will help maintain their shape and prolong their life.

• Shoes that are not worn for some time should be kept in a dry, clean place - it's a good idea to save the shoe box you buy your Gluv shoes in for this. What ever you do, do NOT store shoes in plastic bags as this can increase the changes of mould formation, and we don't want that to happen to your Gluv shoes!

• Allow wet footwear to dry naturally in a well ventilated area as this will prevent any damage. DO NOT dry your footwear using an artificial heat source as this will damage uppers and cause the leather to separate from the bonding.

• Dirt, salt and snow traces should be wiped first with soap suds and then shoecare products can be applied when the shoe is dry

• Each shoe amazingly absorbs around 0.2 ml of sweat during the course of the day, so make sure that you give your Gluv shoes chance to dry thoroughly in between wears.

20. What are Cookies and why do I need to have them enabled to use the site?
To use our shopping basket you will need to have cookies enabled. 

Cookies are small pieces of information that are stored by your browser on your computer hard drive. 
On the web site cookies are used to keep track of the items you have placed in your shopping basket and are set to expire after a couple of days. 

We do not store any personal information in the cookie, and the cookies cannot be linked back to an individual. 
If cookies appear not to be working you will need to configure your browser to accept them, further information on this will be found in your browsers help files. Or if you are connecting from a place of work you may need to speak to your IT personnel. 

Please note that some older browsers also do not accept cookies. 

If you do not have cookies enabled you will still be able to browse our products and purchase the items via our order hotline.