Help
Answers to the things people ask most. If yours is not here, the quickest route is usually to track your order first.
Talk to a person
Most questions are answered faster by the links on the right. For anything else, write to us — a person reads every message.
Emailsupport@shewv.com
Replies within 2 hours.
09:00–21:00 UK time, seven days a week. Outside those hours, first thing the next morning.
Faster than email
Orders
Where is my order?
Track it with your order number and the email you used — no account needed. Track your order.
My payment was declined. Was I charged?
No. A declined payment never takes money — there is nothing to refund and nothing pending. Your cart is kept exactly as it was, so you can try again with the same card or a different one.
Can I change or cancel an order?
Contact us as soon as possible. Once an order has shipped it cannot be changed, but you can return it.
Why does my cart say items are held?
When you start checkout we hold your exact size for 30 minutes so nobody buys it out from under you mid-payment. If you do not finish, the hold is released and the shoe goes back on sale.
Sizing
Which size system do you use?
Every shoe is stored in EU sizes and converted from there, so the number you see is derived from one source rather than retyped per region. You can switch between US, UK, EU and JP on any product. See the size guide.
Why is my size different between brands?
Because it genuinely is. An EU 42 sneaker and an EU 42 welted boot are built on different lasts and do not fit the same. We convert accurately between systems, but we cannot convert between brands — when in doubt, measure your foot.
My child is between sizes.
Kids sizes run on their own scale — US goes 12C, 13C, then 1Y, and 1Y is larger than 13C despite the smaller number. The C and Y suffixes are what tell them apart, which is why we always show them.
Shipping and returns
Do I pay customs or import duty?
No. Duty and tax are calculated at checkout and included in what you pay, so the courier will not ask you for money and your parcel will not be held at customs.
Where do you ship?
63 countries. If yours is not on the list at checkout, we cannot deliver there yet.
How do I return something?
Start it on your returns page — pick the pair and tell us why. Unworn shoes can be returned in their original box; full terms are on the shipping and returns page.
Account
Do I need an account?
Yes — an account is required to check out, so your orders, returns and addresses stay in one place. Create one in about thirty seconds.
I have forgotten my password.
Password reset is coming shortly. In the meantime, contact us and we will help you back in.