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Every pair of shoes we craft begins with a story — one rooted in tradition, shaped by time, and finished by hand. When you place an order with us, you’re not simply purchasing footwear. You’re receiving a piece of that story — one that deserves to arrive with the same care and integrity with which it was made.
Once your order is placed, our team prepares your shoes — carefully wrapped, boxed, and signed off by a craftsperson who knows the value of detail. From our workshop to your door, we ensure the journey is smooth, secure, and worthy of what’s inside.
Every UK order is delivered using trusted couriers. We will endeavour to get your order to you as quickly as possible.
During sale periods, we cannot guarantee despatch of your order on the same day. Orders might be despatched with a slight delay, as our warehouse team gets very busy. We apologise for the inconvenience.
We do not despatch on a Saturday, Sunday or Bank Holidays. Any order placed on a Friday could be despatched on the following Monday (excluding UK Bank Holidays).
All our orders are despatched on a service which will require the goods to be signed for. Please note that we are unable to change the delivery address once an order has been placed.
You’ll receive a tracking link once your package sets off — so you can follow its final steps to you.
We ship internationally to select regions. Delivery carriage charges and estimated delivery times are calculated and displayed at checkout when placing your order.
All orders for delivery outside the UK will be sent on a trackable service using trusted couriers. Tracking details will be emailed upon acceptance into your country. We will endeavour to get your order to you as quickly as possible.
During sale periods, we cannot guarantee despatch of your order on the same day. Orders might be despatched with a slight delay, as our warehouse team gets very busy. We apologise for the inconvenience.
We do not despatch on a Saturday, Sunday or Bank Holidays. Any order placed on a Friday could be despatched on the following Monday (excluding UK Bank Holidays).
All our orders are despatched on a service which will require the goods to be signed for. Please note that we are unable to change the delivery address once an order has been placed.
Please note : Import duties and taxes may apply and are the responsibility of the recipient. These charges vary depending on destination and local regulations, these will be shown at the checkout.
We hope your shoes fit not just your feet, but your life — comfortably, confidently, and beautifully. But if something isn’t quite right, we’re here to make it effortless.
All items must be unworn, in their original condition, and packaged with all original materials (including shoe bags and box).
Items must be unworn, unmarked, and returned with their original packaging, including our signature shoe box and dust bags. Once shoes show visible signs of wear (e.g. creasing, sole scuffing), they can no longer be accepted for return or exchange unless faulty. Wearing items outdoors or on a hard floor, is deemed as acceptance of goods.
We’ve made the return process simple and convenient for you. Utilize our DHL returns service for a streamlined experience. Please note that this service incurs a charge of £30.00, which will be deducted from your refund.
Experience a seamless return process with our preferred shipping partner, DHL. Follow these steps for the quickest and easiest return :
1. Reach out to our customer care team and provide details of your order along with the products you intend to return.
2. A DHL shipping label will be promptly emailed to you upon resolution, ready for printing and attachment to the package.
3. Ensure goods are securely packed in their original packaging. Take responsibility for the condition of products during transit.
4. Take the package to your nearest DHL service point. Find your nearest service point here.
If you encounter any challenges while creating your return label, our customer care team is here to assist.
1. Click on ‘Create Return’ in the despatch confirmation email or your account against the relevant order.
2. Enter your order number and email address.
3. Choose your preferred day for ‘courier collection’ or select ‘drop off’ to locate your nearest DHL service point.
4. Once completed, download the return label, which needs to be printed.
5. Enclose a copy of your order or delivery note.
6. You are responsible for ensuring the products are in the same condition during transit.
Should you receive an item that is faulty or not as ordered, please notify us within 7 days of delivery. Kindly include supporting photographs so we can resolve the matter promptly and efficiently.
Unfortunately at this present time we are unable to offer exchanges to any customers placing orders online. If you wish to swap your item(s), then please send your order in as stated above and then place a fresh new order for your new item(s).
Products returned and reintegrated into stock undergo thorough checks. Minor creasing from trying on is not considered a fault. For further assistance or inquiries, feel free to contact our customer care team. We appreciate your understanding and cooperation.
Refunds will be issued through the same payment method used for the initial purchase. The refund will be processed in the same currency as the original transaction.The refunded amount will be less the initial outbound shipping costs and any subsequent return shipping costs.
This policy is aligned with your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. For more information, please visit:
www.gov.uk/consumer-protection-rights
Whether you’re placing your first order or returning for another, our team is here to support you with any queries or requests.
support@wilfredfrazer.com
📞 +44 (0)1234 567890
Monday to Friday | 9:00am – 5:00pm (UK time)