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    FAQs

    Where do we ship from?

    All OrthoWear products are shipped from China with an average delivery time of 10-15 days (70% of orders can be delivered within 10 days). If you don't see our delivery time when you place your order and are not willing to wait 10-15 days for delivery, please contact us. We will be more than happy to send you a full refund. (Only for orders with items not shipped)

     

    Can my order be delivered within a week?

    We stock our items in China to cut cost and we transfer the profit back to our valued customers. Therefore, the orders cannot be delivered in the UK within a week. If you are willing to wait, you get a nice pair of shoes at a very competitive price :)

     

    How can I cancel my order?

    You can contact us by email in the following format: cancel order + your email + Order No. (Order screenshot)

    Email address of the store: contact@uk-orthowear.com

    Our customer service team will get back to you within 12-24 hours(M-F). Please wait for our reply and do not open a PayPal case immediately after placing an order. We will FOR SURE refund you for unfilled orders.

     

    What should I do if the shoes I bought are too big or too small?

    We offer free exchanges and return, provided the shoes are not used, When you receive the shoes and try them on, If you want to change the shoe size to a larger or smaller size, please contact us by email. Please send the length of your feet (Please note is your foot length, not UK size) to our customer service, she will change the size for you.

     

    How do I return an item from Orthowear

    Please contact our customer service via email at contact@uk-orthowear.com to ask for help. In most cases, items can be returned within 30 days. Please contact us before returning the item, or we will refuse to deal with it.

    1.When you remove the item from the package, leave everything else in the box and store it somewhere out of the way until you're sure you're keeping it. You may need to return the item in its original packaging, so all the materials and packaging will be there waiting for you if you decide to send it back.

    2.Please provide a clear photo of the returned product when contacting us by email, clearly showing the front, side and bottom of the whole product. The information you provide can solve the problem faster.

    3.Wait for a return label from customer service

    Attention please: For all returns, please contact us by email first. Returns that do not contact us in advance will not be processed.

    Special Offer products do not enjoy free return and exchange service (Products with the word "sale" before the title are all special offers)

    How do I change my order?

    To change orders please contact our customer service department as soon as possible. We will endeavour to change your order as requested, this may not always be possible as the item may have already been despatched – in which case you can just send the shoes back to us for an exchange.

    Email address of the store: contact@uk-orthowear.com

     

    Why did I order two pairs of shoes but only receive one pair?

    Because Orthowear offers a wide range of shoes, we have dedicated staff for certain styles. To ensure your shoes are shipped as quickly as possible, we sometimes send them in different packages. If you only receive one of these packages, don't worry, the rest will arrive one after another. 

     

    My shoes are out of stock, do I get a refund?

    You will receive a full refund for any items that we are unable to fulfil.

     

    Why can't I get the order confirmation email

    1. Check your order, email for spelling mistakes

    2. Check your email, whether it is blocked as spam email

    If you find that the email address is wrong when placing an order, please don’t worry, contact us with the correct email address and attach a screenshot of the order to prove that you are the buyer, and the subsequent order information will be sent to the correct email address.

     

    Can I check the order information if there is no registered member when placing an order?

    Yes, You can sign up for a new membership using the same email address you used to purchase the order, and the order information will be synchronized.

     

    What happens if I forget my password?

    If you forget your password you can request a new one to be emailed to you by clicking on the ‘Forgotten Password’ link on the sign in page. If this fails to resolve your problem, please contact our customer services department.

     

    Delivery

    Do you charge for delivery?

    Standard delivery to UK mainland addresses is usually £5.99. If the order is over £40, we will deliver it for you free of charge.

     

     

    How long does delivery take?

    For UK orders, our standard delivery time is 10–15 working days. (70% of orders can be delivered within 10 days)

    For other destinations please allow around 15 working days.

     

     

    Who will deliver my parcel?

    Standard deliveries will be sent out by Royal Mail once it arrives in the UK from China. These will be delivered 7 days a week.

    International orders are sent through different couriers.

     

     

    Can I nominate a date or time for delivery?

    Unfortunately we cannot specify a delivery time for orders.

     

     

    What happens if I don't receive my order on time?

    If your order hasn’t arrived, contact our customer services team who will investigate why your order has not been delivered and do their best to resolve any problems for you.

    Email address of the store: contact@uk-orthowear?com

    Livraison Offerte

    Service La Poste
    Suivi et Garanti

    Support Client Réactif

    Lundi au Vendredi
    De 9H à 17H

    Politique de Transparence

    Nous nous engageons à offrir un service clair, simple et axé sur le client.