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FAQ'S

Hey! Where's my Order?

You will receive a confirmation e-mail with your tracking number once your order is processed. Please allow 12 hours (UK only) and 24 hours for your tracking to become live.

How do I return an item?

EXTENDED RETURNS PERIOD TILL THE 31st JANUARY 2018

From the 10th November 2017 we will extend our standard 14 days returns period to the 31st January 2018 on all orders. Items must be returned in their original packaging and be unworn to receive a refund.

PLEASE NOTE ITEMS RETURNED FOR A REFUND, WILL HAVE THE POSTAGE COST DEDUCTED FROM YOUR REFUND. 
FOR ORDERS FROM UK TO START THE RETURNS PROCESS PLEASE CLICK ON THIS LINK:
https://shoereturns.typeform.com/to/nYMydB


For NON UK orders we do not offer a returns postal label. Please post back to REDFOOT SHOES LTD T/A GOODWIN SMITH  
ATHERTONHOLME MILL
RAILWAY STREET
STACKSTEADS
OL13 0UF (UK).


Please complete the paperwork you received with the goods to show the reason for your return and remember to add whether you would like a refund or exchange and enclose it in the parcel with your shoes.
PLEASE NOTE WE CANNOT EXCHANGE OR REFUND ANY ITEM WITHOUT THIS PAPERWORK

Please note all returns are processed as quickly as possible but please allow 14 working days for your return/exchange to be processed.

Once your request has been processed your exchange details (new tracking information) or refund details will be uploaded to your order on the website and you will automatically be emailed with the new information.

Hey! Have you received my return?

You can track your returns online if you’ve returned using one of our returns methods.
Track your returns using the links below:
HERMES (UK)
FOR NON UK RETURNS PLEASE CONTACT US at help@goodwinsmith.co.uk
Please allow up to 10 working days for your parcel to be returned to Goodwin Smith. We’ll send you an email as soon as the Goodwin Smith team have processed your return.
After 10 working days if you have checked your return tracking status and still need help, please get in touch with our Customer Care Team quote your order number and details of the items returned for a speedy response.

How long until my return is processed?

Please note all returns are processed as quickly as possible but please allow 14 working days for your return to be processed, we do not refund your postage.


Once your request has been processed your refund details will be uploaded to your order on the website and you will automatically be emailed with the new information.

Can I exchange an item if I wanna?

PLEASE NOTE WE CANNOT EXCHANGE OR REFUND ANY ITEM WITHOUT THE COMPLETED PAPERWORK BEING RETURNED TO US WITH THE GOODS!

FOR A REFUND AND/OR EXCHANGE OF NEW SHOES THE GOODS MUST BE RETURNED UNWORN AND IN THE ORIGINAL PACKAGING (BAG AND BOX)
FOR ORDERS FROM UK TO START THE RETURNS PROCESS PLEASE CLICK ON THIS LINK:
https://shoereturns.typeform.com/to/nYMydB
FOR ALL OTHER ORDERS TO START THE RETURNS PROCESS PLEASE CONTACT OUR CUSTOMER SERVICE TEAM AT help@goodwinsmith.co.uk
Please complete the paperwork you received with the goods to show the reason for your return and remember to add whether you would like a refund or exchange and enclose it in the parcel with your shoes.

What's the deal when it comes to your returns policy?

If you change your mind, you can return your items to us, provided:
Items must be returned within 14 days of delivery
Items must be unworn and unwashed
Shoes must be tried on indoors and must not show any signs on wear
Items must have all Goodwin Smith tags attached
Items must be returned at the customer's expense.
For UK returns, please use the link here https://shoereturns.typeform.com/to/nYMydB
For Non-UK returns please contact us at - help@goodwinsmith.co.uk. Please always state your order number for a speedy response.
You must obtain proof of postage just in case your order is lost on its way back to Goodwin Smith. Failure to do so may result in us not being able to process your return.

Help me with my refund!

Not received your refund?

It can take around 2 - 4 weeks for your refund to be returned to you from the date you post your item(s) back to us.Please allow 10 working days for us to receive your items, process your return and confirm your refund amount. You can track your return and we'll send you an email when this has been done.

Once your return has been processed, please allow the following times for your refund to reach you, depending on your original payment method.

Bank Account payments will take 5 - 10 working days PayPal payments will take 1 - 2 working daysRefunded the incorrect amount? When checking your refund amount please take into account any discounts that were applied to your order to calculate the correct refund amount.If you return using our method a small charge will be also be deducted from your refund for the cost of shipping. If you've checked the above and still need help, chat with our Customer Care Team for a speedy response, using the chat icon in the bottom left.

Can I amend my order?

Unfortunately once your order has been placed and confirmed we are unable to amend or cancel your order.  If you no longer want your order, you will need to follow the returns process as shown in the “Return & Exchanges” section on the FAQ or by following the instructions on the paperwork that you will receive with your ordered item.

When will my order be dispatched?

Orders placed before 11am will be dispatched the same day. Orders placed after 11am, will be dispatched the next working day.

Can I amend my delivery address?

Unfortunately once your order has been placed and confirmed we are unable to amend or cancel your order. If you no longer want your order, you will need to follow the returns process as shown in the “Return & Exchanges” section on the FAQ or by following the instructions on the paperwork that you will receive with your ordered item.

I’ve seen a product but it’s not in stock any more?

All styles are limited in number to keep them exclusive and unique.

Do you have a size guide?

Can I use more than one discount code on my order?

Unless otherwise stated discount codes can't be used in conjunction with any other offer or promotion, you may be entitled to and you can only use one discount code per order.

How do I track my delivery?

You will receive an email with your tracking number in. Please click on the tracking number and you will be taken to the specific courier website to check the status of your delivery. 

Hey! Where's my order?

You will receive a confirmation e-mail with your tracking number once your order is processed. Please allow 12 hours (UK only) and 24 hours for your tracking to become live.

What are my delivery options?

Please note the below prices and dispatch times are for individual orders only (non trade).

We offer the following Delivery options:

-UK Standard (Signed For) – Free Delivery

UK Next Day*(Signed For) – £5.99 (orders placed before 11:00am between Monday – Thursday. Orders placed on Friday, will be delivered on Monday.  Orders placed over the weekend will be processed on Monday and delivered on Tuesday.) Orders placed on a bank holiday will be processed on Tuesday and delivered on Wednesday) *Mainland UK only

UK Next Day (Saturday Delivery) – £5.99 (orders placed before 11:00am on Friday)

Click & Collect – Please visit this page for details on our click and collect service with Hub Box /pages/about-click-and-collect

EU – Please check pricing grid for Max 2 items and 3 plus items. 

The postage costs for any EU country not listed, will be shown at checkout as usual.

The postage costs for any non EU country, will be shown at checkout as usual.

Country

1 - 2 Items

Transit Time

Austria

£ 11.99

2 Working Days

Belgium

£ 9.99

2 Working Days

Denmark

£ 10.99

2-3 Working Days

Finland

£ 12.99

4 Working Days

France

£ 10.99

3 Working Days

Germany

£ 8.99

4 Working Days

Ireland

£ 11.99

3-4 Working Days

Italy

£ 11.99

3 Working Days

Luxemburg

£ 10.99

2-3 Working Days

Netherlands

£ 9.99

2 Working Days

Norway

£ 30.00

4-5 Working Days

Poland

£ 22.99

2-3 Working Days

Spain

£ 10.99

4-5 Working Days

Sweden

£ 11.99

3 Working Days

Switzerland

£ 30.00

2 Working Days

Country

3 + Items

Transit Time

Austria

£ 18.99

3 Working Days

Belgium

£ 15.99

2 Working Days

Denmark

£ 18.99

3 Working Days

Finland

£ 25.99

4-5 Working Days

France

£ 18.99

2-3 Working Days

Germany

£ 15.99

2-3 Working Days

Ireland

£ 12.99

2 Working Days

Italy

£ 22.99

3-4 Working Days

Luxemburg

£ 16.99

2 Working Days

Netherlands

£ 9.99

2 Working Days

Norway

£ 30.00

4-6 Working Days

Poland

£ 22.99

4-5 Working Days

Spain

£ 22.99

3-4 Working Days

Sweden

£ 11.99

4-5 Working Days

Switzerland

£ 30.00

3 Working Days

What countries do you deliver to?

We deliver worldwide.

Will I be charged customs and import duties?

Customs & import duty charges do not apply to customers in the UK or EU.
For International customers the price of the items does not include customs & import duties as these charges vary from country to country. So please be aware that you might be required to pay these when you accept delivery of the items from your courier.

What time can I expect my delivery?

Deliveries can be made anytime between 8am and 9pm, so your order could arrive in the evening.
Where possible our couriers will also send you a text confirmation on the morning of your delivery.
Our couriers do their best to deliver your parcels to fit around you. If you’re not in, our couriers will try to leave your parcel with a neighbour or in a safe place around your property. Or they may attempt to re-deliver the next working day (excludes Sundays & Bank Holidays). If this isn’t possible, they’ll leave a card explaining how to arrange re-delivery.

What if I'm not in when my delivery arrives?

We know our customers are busy people and you might not always be at home when your parcel arrives. If you’re not in our couriers will try to leave your parcel with a neighbour or in a safe place around your property. Or they may attempt to re-deliver the next working day (excludes Sundays & Bank Holidays). If this isn’t possible, they’ll leave a card explaining how to arrange re-delivery.

Do I need to sign for my delivery?

We know our customers are busy people and you might not always be at home when your parcel arrives. If you’re not in our couriers will try to leave your parcel with a neighbour or in a safe place around your property. Or they may attempt to re-deliver the next working day (excludes Sundays & Bank Holidays). If this isn’t possible, they’ll leave a card explaining how to arrange re-delivery.

Can you deliver to addresses other than my billing address?

Yes we can. At the checkout you can choose an alternative delivery address to your billing address.However, once your order has been processed and you’ve received your order confirmation email we’re unable to make any changes to delivery details.

Help! I've received the wrong item, what should I do?

We’re really sorry that something’s gone wrong.

Please return the item to us for an exchange (subject to the correct item being in stock), or full refund if you prefer. If the correct item is no longer in stock we’ll issue a full refund. In these instances we wouldn’t deduct returns postage from your refund.

Do you deliver to PO box addresses?

We love everyone equally but unfortunately we don't deliver to PO box addresses.

What delivery couriers do you use?

DPD

HERMES
FEDEX AND DHL.

Once your order has left our warehouse, your courier will then drop you an email with a link to your personal tracking information. Your courier company will depend on the delivery option you selected.

Hey! Where's my order?

While we’re getting your parcel ready to go you can check where it’s up to in My Account. When it’s ready you’ll get an email to let you know your order has left our warehouse. Your courier will then drop you an email with a link to your personal tracking information. Your courier company will depend on the delivery option you selected. Where possible our couriers will also send you a text confirmation on the morning of your delivery. Check we’ve got the right mobile number here. Don’t forget that some of our couriers work ‘til 9pm, so your order could arrive in the evening. We know you’re busy people so if you’re not in then our couriers will try to leave your parcel with a neighbour or in a safe place, or they may attempt to re-deliver the next working day (excludes Sundays & Bank Holidays). If this isn’t possible, they’ll leave a card explaining how to arrange re-delivery.You can check the progress of your order as it makes its way to you through the links below. You'll need the tracking number provided in your courier dispatch email:

HERMES
DPD
FEDEX
DHL

Can I amend my order?

Unfortunately once your order has been placed and confirmed we are unable to amend or cancel your order.  If you no longer want your order, you will need to follow the returns process as shown in the “Return & Exchanges” section on the FAQ or by following the instructions on the paperwork that you will receive with your ordered item.

When will my order be dispatched?

Orders placed before 11am will be dispatched the same day. Orders placed after 11am, will be dispatched the next working day. 

Can I amend my delivery address?

Unfortunately once your order has been placed and confirmed we are unable to amend or cancel your order.  If you no longer want your order, you will need to follow the returns process as shown in the “Return & Exchanges” section on the FAQ or by following the instructions on the paperwork that you will receive with your ordered item.

I've seen a product but it's not in stock any more?

All styles are limited in number to keep them exclusive and unique.

Why was I able to place an order for an out of stock item?

We understand how frustrating this must be. As we're in the business of fashion occasionally this can happen if an item is really popular and selling fast.

These cases are rare, but if an item in your order sells out, we'll contact you as soon as possible to confirm the cancellation of your order. If you order contains additional items, we'll dispatch the rest of your order and refund the out of stock item.

How often do you re-stock sizes?

All styles are limited in number to keep them exclusive and unique.

Do I have the right to cancel?

If you're a customer in the European Union, you have the right to cancel your contract within 14 days from when you receive your order. This doesn't apply to items that have been worn or used.

Why has my order been cancelled?

Our items sell out super quickly due to such a high demand and sometimes an item you've ordered can suddenly become available.

These cases are rare, but if an item in your order sells out, we'll contact you as soon as possible to confirm the cancellation of your order. If you order contains additional items, we'll dispatch the rest of your order and refund the out of stock item.

Will I be charged customs & import duties?

Customs & import duty charges do not apply to customers in the UK or EU.

For international customers the price of the items does not include customs & import duties as these charges vary from country to country. So please be aware that you might be required to pay these when you accept delivery of the items from your courier.

Do you have any promotional codes?

We offer new and exciting promotions on a regular basis here at Goodwin Smith, check back soon for the latest offers, terms & conditions.

Make sure you're the first to know about any exclusive offers by signing up to our newsletter or following us @GoodwinSmithUK on Twitter, or joining us on Facebook.

Do you accept student discount?

Unfortunately we do not offer student discount however sign up to our newsletter or follow us on social media @GoodwinSmithUK for exclusive offers.

Can I use more than one discount code on my order?

Unless otherwise stated discount codes can't be used in conjunction with any other offer or promotion, you may be entitled to and you can only use one discount code per order.

What happens if I forget to use a discount code?

Once your order has been placed we are unable to manually add the discount. Please note that this discount may be used on your next order; check out the terms and conditions of the code.

How do I use a discount code?

Once you have added your items to your basket, please enter your discount code on the address page of the checkout.

Why won't my discount code work?

Your code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the Promo Code box just before checkout.

Expiry Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid.

Eligible items: From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code. To view the included items select the link provided on your newsletter/our site.

Unique Codes: If you are lucky enough to receive a unique code from us, please note that it cannot be used in conjunction with any other discount code and the code can only be used once.

Discounted Item: The codes will not work on sale items, please look at the terms and conditions.

Why am I unable to access/order from your website?

Oops - we're sorry to hear you've been having some technical problems with our site.

We recommend you make you have the latest updates for your operating system. If this doesn't work, try using a different browser.

What methods of payment/currency do you accept?

We accept payment by:

Credit Card
Debit Card
PayPal

If you call the order line, we cannot accept AMEX (American Express).

Is my payment information safe?

You can be assured that shopping with Goodwin Smith is safe.

Security is very important to us at Goodwin Smith and our site contains its own encryption software to ensure critically sensitive information, such as your name, address and your credit/debit card details are always safe. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.

When will I be charged?

Payment will be taken as soon as you hit the "Confirm & Pay" button at checkout.

How do I return an item?

EXTENDED RETURNS PERIOD TILL THE 31st JANUARY 2018

From the 10th November 2017 we will extend our standard 14 days returns period to the 31st January 2018 on all orders. Items must be returned in their original packaging and be unworn to receive a refund.

PLEASE NOTE ITEMS RETURNED FOR A REFUND, WILL HAVE THE POSTAGE COST DEDUCTED FROM YOUR REFUND. 
FOR ORDERS FROM UK TO START THE RETURNS PROCESS PLEASE CLICK ON THIS LINK: 
https://shoereturns.typeform.com/to/nYMydB
For NON UK orders we do not offer a returns label. Please post back your item to REDFOOT SHOES LTD ATHERTONHOLME MILL, RAILWAY STREET, STACKSTEADS, OL13 0UF (UK).

Please complete the paperwork you received with the goods to show the reason for your return and remember to add whether you would like a refund or exchange and enclose it in the parcel with your shoes.
PLEASE NOTE WE CANNOT EXCHANGE OR REFUND ANY ITEM WITHOUT THIS PAPERWORK

Please note all returns are processed as quickly as possible but please allow 14 working days for your return/exchange to be processed.

Once your request has been processed your exchange details (new tracking information) or refund details will be uploaded to your order on the website and you will automatically be emailed with the new information.

Hey! Have you received my return?

You can track your returns online if you’ve returned using one of our returns methods.
Track your returns using the links below:
HERMES (UK)
FOR NON UK RETURNS PLEASE CONTACT US at help@goodwinsmith.co.uk
Please allow up to 10 working days for your parcel to be returned to Goodwin Smith. We’ll send you an email as soon as the Goodwin Smith team have processed your return.
After 10 working days if you have checked your return tracking status and still need help, please get in touch with our Customer Care Team quote your order number and details of the items returned for a speedy response.

How long until my return is processed?

Please note all returns are processed as quickly as possible but please allow 14 working days for your return to be processed, we do not refund your postage.

Once your request has been processed your refund details will be uploaded to your order on the website and you will automatically be emailed with the new information.

Can I exchange an item if I wanna?

PLEASE NOTE WE CANNOT EXCHANGE OR REFUND ANY ITEM WITHOUT THE COMPLETED PAPERWORK BEING RETURNED TO US WITH THE GOODS!

FOR A REFUND AND/OR EXCHANGE OF NEW SHOES THE GOODS MUST BE RETURNED UNWORN AND IN THE ORIGINAL PACKAGING (BAG AND BOX) FOR ORDERS FROM UK TO START THE RETURNS PROCESS PLEASE CLICK ON THIS LINK: https://shoereturns.typeform.com/to/nYMydB

FOR ALL OTHER ORDERS TO START THE RETURNS PROCESS PLEASE CONTACT OUR CUSTOMER SERVICE TEAM AT help@goodwinsmith.co.uk

Please complete the paperwork you received with the goods to show the reason for your return and remember to add whether you would like a refund or exchange and enclose it in the parcel with your shoes.

What's the deal when it comes to your returns policy?

If you change your mind, you can return your items to us, provided:
Items must be returned within 14 days of delivery
Items must be unworn and unwashed
Shoes must be tried on indoors and must not show any signs on wear
Items must have all Goodwin Smith tags attached
Items must be returned at the customer's expense.
For UK returns, please use the link here https://shoereturns.typeform.com/to/nYMydB
For Non-UK returns please contact us at - help@goodwinsmith.co.uk. Please always state your order number for a speedy response.
You must obtain proof of postage just in case your order is lost on its way back to Goodwin Smith. Failure to do so may result in us not being able to process your return.

Help me with my refund!

Not received your refund?
It can take around 2 - 4 weeks for your refund to be returned to you from the date you post your item(s) back to us.
Please allow 10 working days for us to receive your items, process your return and confirm your refund amount. You can track your return and we'll send you an email when this has been done.
Once your return has been processed, please allow the following times for your refund to reach you, depending on your original payment method.
Bank Account payments will take 5 - 10 working days
PayPal payments will take 1 - 2 working days
Refunded the incorrect amount?
When checking your refund amount please take into account any discounts that were applied to your order to calculate the correct refund amount.
If you return using our method a small charge will be also be deducted from your refund for the cost of shipping.
If you've checked the above and still need help, chat with our Customer Care Team for a speedy response, using the chat icon in the bottom right.

How do I create an account?

You’ll need an account to shop with Goodwin Smith so let’s hook up.

Creating an account means you can place orders without having to fill in your details every time you shop. You can create an create an account or start shopping now and set up your account when you checkout instead.

How do I reset my password?

If you forget your password, don’t panic, just select the 'forgotten your password?' link at login and we’ll send you an email explaining how to re-set it.

Why can't I sign in to my account?

You’ve gotta make sure you’re entering the correct username and password to sign into your account. If you’ve forgotten your password, don’t panic. Just go to the Forgotten Password page to reset.If you’re still experiencing issues please contact our Customer Care Team.

How do I subscribe to the newsletter?

If you wanna keep up with all the hottest trends, biggest promos and all things Goodwin Smith, make sure to sign up to our newsletter. Just click 'Sign Up' at the bottom of our website.

Hey! I've got a question, how do I get in touch?

It's easy to get in touch with us. For an instant response, just hit the "chat" icon at the bottom left corner of your screen. If chat isn't available, hit the icon to send us an email and we'll get back to you shortly.Alternatively, you can direct message us on Twitter, or private message us on Facebook. Don't forget, if you are contacting us about an order, we need your email address or order number to sort you out as quickly as possible.

https://www.goodwinsmith.co.uk/pages/help

Do you have any retail stores?

Find your local stockist here…https://www.goodwinsmith.co.uk/apps/store-locator/

All retailers published on the Goodwin Smith stockists lists are certified sellers of Goodwin Smith shoes.If you are unsure if an online or offline retailer is selling genuine Goodwin Smith products please contact help@goodwinsmith.co.uk.

Please note that not all retailers offer the full range of Goodwin Smith footwear nor all sizes at any one time. If you plan to travel to a registered store please call the store ahead in order to avoid disappointment.

I'd love to work for you, how do I find out about job vacancies?

It could be our designer’s Chicken Bhuna lunch still lingering, or it could be the fact we’ve launched over 100 new products and been voted best new Footwear business in the UK.

Who cares? We do. And if you’re passionate about looking good, you should too. If not, this club may not be for you. Sorry. Soz. We truly are.

Find our latest vacancies here:

/pages/jobs

I'm a blogger and would love to collaborate with Goodwin Smith!

If you’re a cool AF blogger, we wanna work with you.

Just send your full name and a link to your blog to marketing@goodwinsmith.co.uk

We get a lot of queries from bloggers so we’ll only be in touch if there is an opportunity to collaborate with you.

I love Goodwin Smith! Do you allow wholesale?

“Where can I go and try [then probably buy] a pair?” is an message we receive on an hourly basis.


Will you help make sure the good people of Britain aren’t left wanting when it comes to Goodwin Smith brogues? We are looking for shops in the South of England in particular.


Become part of the #GSClub and stock Goodwin Smith. We offer fantastic bang on trend products at very competitive prices with great margins for the retailer. Contact us at gstrade@goodwinsmith.co.uk

Do I have to pay the return postage?

We do not offer free returns and cannot refund your postage if you return your item for the following reasons. PLEASE NOTE ITEMS RETURNED FOR A REFUND, WILL HAVE THE POSTAGE COST (£3.99) DEDUCTED FROM YOUR REFUND.

Why is it important I care for my shoes?

Proper care and maintenance of your new #BuckingGoodShoes will significantly increase their longevity. We recommend following these simple guidelines.

How do I care for Leather shoes?

Leather uppers require regular treatment with a good quality wax cream, in order to protect the leather and provide a high shine finish. We suggest a clear/neutral wax or cream for coloured shoes. This will avoid altering the colour and finish of the shoes. For black shoes, it's fine to use a black wax or cream. The shoes should be completely dry before application of any product.

What products should I use?

Goodwin Smith recommends the use of Famaco shoe care products on its shoes and offers a range of these on our website, but there are other reputable suppliers. Please ensure you select the correct care product specifically for

the leathers and suedes.

How do I treat suede and nubuck uppers?

Suede and nubuck uppers can be treated by use of a suede protector spray. A rubber suede brush or soft bristle brush is recommended to lift any dirt anddebris. Stubborn stains may require treatment with a suede shampoo.

Help! What if my shoes get wet?

Never wear your new shoes in the rain until they have been worn 3 or 4 times. If your shoes do get wet, put shoe trees in them or yesterday's newspaper. Let them dry naturally at room temperature for at least 48 hours before wearing them again. Do not dry near any heat source, such as a radiator or fire. You can waterproof and weather protect your shoes by use of suitable waterproofing products. There are a variety of products on the market.

Best way to put my shoes on

Use a good old shoe horn. It can help to prevent damage to heels, counter and top line.