Frequently Asked Questions


Before you contact our customer services, take a look at these frequently asked questions below – the answer you’re looking for may well be right here.

Ordering

Do I need to set up an account to place an order?

No, you can proceed using a Guest Checkout. However, all the information you will enter during the process is exactly what you need to set up an account with us. The shopping gets easier the next time you log into your account as the system will remember your credentials so you can spend less time filling in forms and more time enjoying your Sweeneys.

How do I make a purchase?

The website’s purchasing process should be easy to follow, but if you’re having problems of any sort, please LiveChat with us, email us at customerservices@oliversweeney.com or call us on 0800 622 6030 (free from a landline or a mobile).

Can I place a telephone order?

Of course. Our knowledgeable in-house Customer Services team is available for you 9am-5.30pm, Monday-Friday on + (0)800 622 6030 (free from a landline or a mobile).

What payment methods do you accept?

We currently accept Visa, Visa Debit, Visa Electron, Mastercard, Debit Mastercard, Maestro, AmEx & PayPal.

What currency can I pay in and how do I change what currency I pay in?

We currently support payments in GBP, USD, CAD, AUD and EUR. You can choose which currency to shop in by clicking the relevant currency icon, just above the Search bar on the website.

How do I redeem a promotional code, gift voucher or gift card?

All discount codes are redeemed before going into the checkout process. Please enter your promotional and E-Voucher codes into the relevant boxes below your shopping bag summary, ensuring that you click ‘Submit’ before proceeding.

Do you have any discount or promotional codes that I could use against my order?

The best way to be kept in the loop and up-to-date with the latest promotions is to sign up to the Oliver Sweeney mailing list, via the link in the footer of the page.

When will my card be charged for my order?

You won’t be charged until your item is dispatched from our warehouse, but money will be held as pending against your account once the checkout process is complete. Please LiveChat with us, email us at customerservices@oliversweeney.com or call us on 0800 622 6030 (free from a landline or a mobile) if you have any further questions.

Can I change/cancel my order once placed?

Yes. Please LiveChat with us, email us at customerserivices@oliversweeney.com or call us on 0800 622 6030 (free from a landline or a mobile)as soon as possible after placing the order, and we’ll do our best to help.

Products

What size should I go for?

Most of our styles run true to size, but it will be noted on individual styles if you should take a different size than expected. There is roughly 4mm between a full size and a half size. Contact us via live chat if you're unsure or have any questions about sizing. We offer free UK returns as standard to make selecting the right size as easy as possible.

How do I find out the width fitting of your shoes?

Most of our shoes are a standard ‘F’ fitting. As with sizing, if individual styles require a different size being selected, this will be noted in the product description.

I want to order an item but it has a ‘due date’ next to it, what does this mean?

This means we are currently out of stock of this item/size. The date is a rough estimate of when we expect it at our warehouse.

An item that I want to order is out of stock, will you be getting any more?

Possibly. Please LiveChat with us, email us at customerservices@oliversweeney.com or call us on 0800 622 6030 (free from a landline or a mobile) to discuss further.

Can I get more information on a product?

We try to put as much information as possible on the website, but please LiveChat with us, email us at customerservices@oliversweeney.com or call us on 0800 622 6030 (free from a landline or a mobile) if you have specific questions.

Do you offer a gift wrapping service?

Unfortunately not for online orders, but our in-store staff will be happy to help.

How do I care for my Sweeneys?

You can read our leather and suede shoes care tips and watch Tim, our Cobbler-in-Chief, explain how to take care of leather shoes or suede shoes in our video guides.

I have seen an item in the press, how do I purchase?

Please LiveChat with us, email us at customerservices@oliversweeney.com or call us on 0800 622 6030 (free from a landline or a mobile) to discuss specific styles.

Delivery

How much is delivery?

Delivery is free for all UK domestic orders over £100, and all international orders over £200. For the US, delivery is also duty paid. If your order is under this amount, delivery is calculated at checkout – full details can be found here.

Do you offer next day delivery?

Unfortunately not at the moment. We are looking at introducing this service in the last quarter of 2017; please sign up to our mailing list to stay updated.

What does pre-order mean?

This means we are currently out of stock of this item/size. The date is a rough estimate of when we expect it at our warehouse.

How do I know if my order has been shipped?

You will receive confirmation emails from us and the courier keeping you informed every step of the way.

How long will it take for my order to arrive?

Your order will normally arrive in 2-3 working days in the UK (though sometimes it can be quicker, we always endeavour to make delivery times as speedy as possible). For deliveries in Europe, please allow 5-7 working days; for rest of the world 7-10 working days.

Can I change my delivery address?

Yes, if the order has not already been dispatched . If your order has been dispatched, then it will take one failed delivery attempt before the address can be changed. Either way, please LiveChat with us, or email customerservices@oliversweeney.com or call us on 0800 622 6030 (free from a landline or a mobile) to re-arrange this ASAP.

What delivery company do you use?

We use DPD for all UK orders, and FedEx for all international orders.

How can I track my order?

Once your order is placed, you’ll be sent a tracking number so you can monitor your order every step of the way. If for some reason your tracking number is missing, then please LiveChat with us, email us at customerservices@oliversweeney.com or call us on 0800 622 6030 (free from a landline or a mobile) ASAP.

Part of my order has arrived but I’m still waiting for the rest, what should I do?

Sometimes orders are dispatched from stores as well as the central warehouse, in which case your order may come in 2 different packages. Your auto-confirmation email should have the details. Please LiveChat with us, email us at customerservices@oliversweeney.com or call us on 0800 622 6030 (free from a landline or a mobile) if you have any questions.

What if I’m not at home when my order is delivered?

The courier will leave a card with options for redelivery. Redelivery is often attempted at least twice; please contact the courier directly to arrange any redelivery attempts or use the tracking details in the DPD app. 

Can someone else sign for my order?

Yes. This name will be recorded by your courier. Please ensure you provide a trusted address for delivery. Delivery to a convenient local collection point is also an option. 

Which countries do you deliver to?

A full list of countries is available at the checkout and on our Deliveries page. If you would like your order delivered to a country that isn’t on this list, please LiveChat with us, or call Customer Services on 0800 622 6030 (free from a landline or a mobile) to discuss.

Returns & Exchanges

How do I return or exchange an item? How long do I have to return an item?

All information concerning returns can be found on our Returns page, and full details will be included on your order paperwork.

I have received a faulty item, what should I do?

We pride ourselves on the high quality of our products, so any faulty items are unusual, and we’re extremely sorry if they haven’t lived up to your expectations. Please email us any images of the faulty item and follow the normal returns process. 

How long will my return/exchange take to be processed?

Once your return has been received, it should be processed within 72 hours. If your order has been returned with Collect+, please ensure the tracking number has been signed for before contacting us, and allow 3-5 working days for your return to be processed. During the sale, to ensure you receive the item you like, we advise to purchase the desired item and return the one you had previously bought for a refund as stock moves faster during this period.

How long will it take for my order to arrive?

Your order will normally arrive in 2-3 working days in the UK (though sometimes it can be quicker, we always endeavour to make delivery times as speedy as possible). For deliveries in Europe, please allow 5-7 working days; for rest of the world 7-10 working days.

Can I change my delivery address?

Yes, if the order has not already been dispatched . If your order has been dispatched, you can log into the DPD app to change or have delivery to a neighbour or local collection point. then it will take one failed delivery attempt before the address can be changed. Either way, please LiveChat with us, or email us at customerservices@oliversweeney.com or call us on 0800 622 6030 (free from a landline or a mobile) to re-arrange this ASAP.

What delivery company do you use?

We use DPD for all UK orders, andFedEx for all international orders.