How can I contact you?
You can contact us by calling 01782 698592 (or 0044 1782 698592 if calling internationally) or by emailing firstname.lastname@example.org.
Do you have a shop where I can try your products?
Yes, we have a beautiful boutique in Newcastle-under-Lyme, Staffordshire where you can try our range of footwear. We are open Tuesday – Saturday 10am – 5pm. Please note that we do not hold every style and size in stock so please call ahead to check availability if you want to try a particular style.
Products that are not available in our shop are stated as ‘online exclusive’ in the product description. However, we can arrange for an online product to be available in store if you contact us in advance.
What sizes do your shoes come in?
The sizes we offer vary by designer. Please check the ‘Shoe Size Guide’ next to each product for the sizes available.
Most of our shoes are true to size however we do find that Rachel Simpson and Charlotte Mills are a more generous fit by approximately half a size.
Do you offer wide fitting shoes?
Yes, a number of our shoes are available in a wide fitting. We also have some shoes which are not a wide fit but their style is suited to a wider foot. Please contact us if you need help or advice.
Do you offer fabric swatches so that I can see the colour of the shoes?
It is possible to provide swatches for some of the shoes, please contact us and we will do our best to help.
How do I measure heel height?
Measure straight up the back of the heel, in a straight line, from the floor to where the heel meets the shoe.
Why is there a plastic film on my shoes?
Rachel Simpson and Charlotte Mills shoes have a plastic protector film on the soles to keep them in perfect condition. This must be removed before wear but can be left in place when wearing in your shoes on carpet. We recommend that you remove this just before you wear the shoes on your wedding day/occasion.
My shoes feel a little tight, will they give?
We recommend wearing your shoes for small amounts of time while wearing socks or tights and on a carpeted surface to prevent any marks. This will encourage the shoes to give a little. Satin and synthetic materials can take a little longer to give than suede/leather. Please note that shoes will only ‘give’ which means that they soften and the material relaxes, they do not stretch significantly.
I have lost a stone or trim from my shoes, can you help?
In the unlikely event that you lose a stone or trim from your shoes, please contact us and we will see if we can obtain a replacement for.
I need advice and more information about a product, can you help?
Placing your order
How do I place an order?
Orders can be placed online by selecting your preferred size and using the ‘add to basket’ button next to the item you would like to purchase. Orders can also be placed by calling 01782 698592 (or 0044 1782 698592 if calling internationally). Alternatively you can visit our boutique at 17 London Road, Newcastle-under-Lyme, Staffordshire, ST5 1LQ. We are open Tuesday to Saturday 10am – 5pm.
What forms of payment do you accept?
We accept Visa, Visa Debit, MasterCard, Maestro (American Express and PayPal.
Do you accept international orders?
Yes of course. Delivery to Europe is £7.95 and £14.95 to the Rest of World.
What is your policy on the number of items that I can order?
We are a small independent business and it is very difficult for us to hold large quantities of stock of each item in every size. Therefore we kindly ask that you limit any single order for the same type of item to 3 items only so, for example, 3 pairs of shoes. If you need some help deciding which size to order or which style best suits your needs, please contact us on 01782 698592 or at email@example.com and we will be happy to help. Thank you for your understanding.
Can I make changes to my order after it has been placed?
Please contact us at firstname.lastname@example.org or 01752 698592 as soon as possible. We will try our best to amend your order but if the order has already been processed, this may not be possible.
What if only part of my order is in stock?
If any of your items are out of stock, we will contact you and let you know an approximate available date. We will usually send out your whole order together when it is complete. Please contact us if you would prefer for any of the items to be dispatched earlier.
Do I need to do anything before wearing my shoes?
We recommend wearing your shoes for small amounts of time before your wedding or occasion, this should be done wearing pale pop socks or tights and on a carpeted surface to prevent any marks.
If your shoes have a protective film on the sole, please remove this by peeling it off carefully before wear.
If you wish to protect your shoes from light rain and water marks, we recommend using a natural protector spray. However, please note that shoes that have been protected cannot later be dyed.
In all instances please follow the manufacturer’s instructions.
Can I protect my heels on grass?
We recommend Clean Heels heel stoppers to protect your heels from sinking in to the grass and getting marked. These simply slip onto the heel, increasing the surface area of the heel and preventing it from sinking in to the grass. Clean Heels are available to purchase on our website and in our boutique.
How do I clean my shoes?
Cleaning your shoes depends on the material your shoes are made of. In all instances we recommend leaving your shoes to dry before attempting to clean them and consulting the manufacturer’s instructions.
Suede is a very absorbent material and therefore marks easily. We recommend using a suede protector to keep products in good condition. A good quality suede cleaning block can be effective in removing slight marks from suede. This can be purchased from most shoe repair shops. This material is very delicate so please take extra care when cleaning as excessive use can cause permanent damage.
Satin is a naturally delicate fabric and so we recommend avoiding contact with rough objects that may pull the satin. Satin can be cleaned using a clean soft white, slightly damp, cloth. Clean gently and leave to dry naturally. Specialist cleaning products are available but we recommend consulting a specialist shoe repairer for their recommendation.
Leather will wrinkle and soften with age. A neutral leather conditioner can be used to maintain the softness of the leather however ensure this is spot tested and thoroughly dry before use. Any slight marks or loose dirt can be wiped with a clean soft damp cloth. Clean gently and leave to dry naturally away from direct heat. Specialist cleaning products are available but we recommend consulting a specialist shoe repairer for their recommendation.
My soles are marked, what should I do?
It is inevitable that the appearance of soles will be altered after wear but this does not affect the quality or durability of the shoes.
How do I store and care for my shoes?
We recommend keeping your shoes out of sunlight and away from heat by always storing them in the box, and in the dust bag if you have one. It may also help to fill your shoes with tissue paper to help keep their shape. Always keep your shoes in a dry place.