Frequently Asked Questions

General (Expand All)

» 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.

» When will I be charged for my order?

For credit / debit card purchases, we will take the money when you complete the purchase. 
For other payment types, goods will be dispatched when the payment has cleared.

» 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.

» 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.

Payment (Expand All)

» How can I pay for my order?

You can pay by a number of different methods, the easiest is to pay by credit or debit card. We accept Visa, MasterCard, Maestro, American Express and Electron. We will never store your CVC information and operate Verified by Visa and MasterCard SecureCode also known as 3-D Secure which adds an authentication step to your online payments. Your card issue will request your password at the time of payment which Pavers have no access to, this adds a further layer of security. You can also use Paypal, Amazon payments or Apple Pay.

» Can I pay with American Express?

Yes, you can now pay online with an American Express card.

Delivery (Expand All)

» Do you charge for delivery?

Yes, standard delivery to US addresses costs $9.99 per order. See our delivery costs page for more information. Or $19.99 for DHL Express Carbon Neutral Delivery 3-4 Days.

» How long does delivery take?

Goods will be delivered to the USA within 7 business days. Please note, delivery times are approximate and are not guaranteed. We will endeavor to get your items delivered within the timescales quoted. Delivery times are quoted in working days - which are Monday to Friday excluding public and bank holidays.

» 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.

Returns (Expand All)

» What is your returns policy?

We want you to be completely satisfied with your new purchase from us. If for any reason you are not happy with your items, simply return them to us within 45 days of purchase, unworn and in their original packaging, we will be happy to issue a refund. 

» How do I return an item?

You can either use your own postage or our preferred way is for you to return the items via Pavers International. This will cost $8. For more information please see our Returns Policy.

» How much does it cost to return goods?

Due to our low postage and packaging rate we are not able to offer free returns to our customers. However, you can return your goods easily using Pavers International for the price of $8.

» I believe my goods to be faulty, what should I do?

You can return the goods to us using our prepaid label, and note on the form that these are being sent for inspection. If the goods are faulty a full refund will be issued.

» Can I exchange for a different item?

To exchange your item, please send your goods back for a refund and place a new order on the website.

» How will I be refunded?

If you have paid by credit/debit card or PayPal your account will be credited automatically once we receive the goods.

» How long before the refund shows on my account?

It can take up to seven working days for the goods to be returned to us, once we have processed this refund, it will show on your account within three to five working days.

» Why have I been refunded when I asked for an exchange?

We are unable to automatically exchange items returned to us. To exchange your order, please return your goods for a refund and place a new order online.