Please click on a topic from the list below - the help for that topic will then appear on the right-hand side of the page. Alternatively, you can view our First Visit or our Frequently Asked Questions.

Finding products

Searching for a product

Using the Quick Order Form

Browsing through our ranges

Adding products to your bag

Signing in or Registering for an account

Using an account that was set up by phone/post

Registering for a new account

Signing In

Remember Me / Automatic Sign-In

Placing your order

Changing delivery options

Choosing how to pay

Completing your order

Receiving your order

Delivery of your order

Returning unwanted products

Getting a refund

Your personal account

How your credit account works

Making payments into your account

Changing your account details

Viewing your account history

We hope the information above will answer your question, but you can also or call us on 0345 071 9018.

Searching for a product

The search facility can be found at the top of every page of the site, and allows you to search for a product using a keyword or item number.

An item number is 7 digits long (e.g. AB123CD) and can be found when you are looking at a product on the website, in a leaflet or an advert. Simply type the number into the search box and click go. A page showing all the details of your product will be displayed. If you are told your item number is incorrect, check that you have typed in all 7 digits correctly, and that you have not substituted the letter I for the number 1, or the letter O for the number 0. If you still cannot find the product, you could try a keyword search instead.

When searching for products using keywords, use words that are likely to be in the name or description of the product.

If you choose Shoe Finder, you can also make specific choices about the shoe type, although the more options you choose to enter, the fewer search results will be returned.

If your search finds some appropriate products their pictures will be displayed for you to browse through. You can see a bigger version of each picture by holding your mouse over it or by clicking on the product – which will allow you to choose either a larger view or alternative views of the product. The number of products in the list will be shown in the top left corner of the page and you can scroll through the pages in the list using the arrow buttons in that corner. When you find a product you like, click on it for more details.

At the moment the keyword search only searches for products. It will not find:

  • Account numbers (Instead, go to ’Your Account’ at the top of every page)
  • Information within the site, such as ’Delivery policy’ (You may find the answer you are looking for in ’Terms & Conditions’ at the bottom of each page)

Using the Quick Order Form

The Quick Order Form is the best facility to use if you have a shopping list of item numbers that you want to order. Simply go to the form (using the link at the top of every page), enter up to 9 item numbers in the boxes provided, then click ‘Continue’. The products you have requested will be displayed in a list.

Select the size, colour and quantity that you want for each product. If you have changed your mind about a product, remove the tick from the box to the right of the product by clicking in the box and this product will not be included in your order. When you are happy with your selections, click on one of the “Add to Bag” buttons at the bottom of the page. For your convenience, we have provided the option of going straight to checkout (click “Add to Bag and Go to Checkout”), or you may wish to browse or search for more products (click “Add to Bag and Continue Shopping”).

You will be informed if any of your products are out of stock or will take longer than normal to be delivered, and will be given the chance to remove these products from your order.

Before completing the Quick Order Form, you may also be shown several products that our Fashion Editor has chosen to complement those you have already ordered.

Browsing through our ranges

All of this season’s products, plus many more, can be seen by browsing through the categories near the top of each page. Keep selecting the category or sub-category that interests you most until you reach a page that displays pictures of the first 15 products in your chosen category. Our Fashion Editor has grouped products together to help you easily find the perfect product – shopping heaven.

You can see a bigger version of each picture by holding your mouse over it. The number of products in the list will be shown in the top left corner of the page and you can scroll through the pages in the list using the arrow buttons in that corner. When you find a product you like, click on it for more details.

Adding products to your bag

Whether you have found a product through browsing or searching, a page will be displayed showing all of the details for that product. This page may provide links to further information or additional pictures of the product. None of these links will take you away from the product details page - they will simply open a new smaller window that you can close after viewing the additional information or picture.

If you decide that you are interested in ordering the product, you should select the correct fitting, size, colour and quantity (not all products have all of these options). On certain products, you may also be offered the option of adding a personalised message to the product.

When you are happy with your selections, click on the “Add to Bag” button. You will be informed if the product is out of stock or will take longer than normal to be delivered, and may be offered an alternative product in this case. If an extended warranty is available on the product, you will be provided with details of this warranty and can add it to your bag if you wish.

After adding this product to your bag, you may also want to take a look at the matching or complementary products shown on the right hand side of the page.

Once you have found and added to bag all the products that you want to order, click ‘Go to Checkout’, where you can place you order. If you wish to amend your order, the shopping bag page allows you to view or remove individual items, change the quantity ordering or move items to your wish list. Once you are happy with the items in your bag select the ‘Continue to Checkout’ button. Once you have selected your delivery address, delivery option and payment option, you are ready to place your order. You do this by clicking on the 'Place your order' button at the bottom of the Confirm Order page (This comes after the Payment Option page). You should only press this button once even though it may take some time for the confirmation screen to appear.

Using an account that was set up by phone or post

Many visitors to this website have ordered from before by phone. If you are one such visitor, then you will already have a account that you can use on this website. We only require a few additional details from you during your first visit to set your account up for online access. To provide these details, click the ‘sign in’ link at the top of any page, and then select Option 1 registration. You will be asked for your account number, surname and postcode so that we can be sure we find the correct account. Then we will ask you for a password and email address, which are essential for shopping online.

You only need to register your account in this way once. On all future visits, you can sign in using Option 2 by providing your account number and password.

Registering for a new account

If you are new to shopping with, then you will need to set up an account with us. You can use this account each time you place an order, which will mean you only ever have to enter your details once, and you can view a history of your transactions with us.

Most account holders choose to set up a ‘credit account’ when they register. This account allows you to order goods and view them at home for 14 days before paying for them. Please note, we do reserve the right to refuse credit - if this is the case, you will be asked to provide credit or debit card details when you get to the checkout. For more details of our credit account facility, see the Personal Account section on the main Help page.

The registration process asks you to first enter your address, which must be a valid address according to the Post Office files. Occasionally the system has trouble recognising new addresses or business addresses. We also regret that the website cannot register BFPO addresses. If you have difficulty at this point in registering please do not hesitate to contact us so that a Customer Service advisor can set up the account for you.

After entering your address, you will be asked for details such as your name, date of birth and email address. At this point, you will also enter a password which will allow you to quickly sign in to the website on future visits.

You should read the Terms & Conditions of the account before clicking ‘Accept’ or ‘Decline’ to indicate whether you are happy to continue setting up a credit account. If you would prefer not to have a credit account as you are happy to pay in full by credit or debit card at the time of each order, then you should click decline at this point in the process. You will then be offered the opportunity to set up a non-credit account.

For both types of account, you will be sent two separate emails confirming your account number and password.

Signing In

Once you have registered on the website, you can sign in to the site at any time using your email address or account number, along with your password. You need to sign in, in order to place an order or access the "My Account" area.

You can also select the "Remember Me" tick box which will sign in automatically when you return, to enable you to place orders quickly against your registered address. You will still need to provide your password to access your account details. We do not recommend using this option if you share a PC.

Remember Me / Automatic Sign-In

When you register an account on the website or when you are signing in, you are given the opportunity to select the ‘remember me’ option. This means that we will place a cookie (a small document) on your computer, which will allow us to automatically recognise you when you next return to this website. You will then be able to use some parts of the site without having to enter your account number and password. For example, you will be able to place an order as long as you want to send it to your registered address by standard delivery and pay for it on customer account. You cannot, however, access "My Account" or send orders to other addresses unless you sign in using your password.

We have provided this service to make ordering as smooth and fast as possible for our regular customers. However, if you do not wish to be automatically signed in, you can choose not to select this option when you register / sign-in or delete the cookie that was created when you registered (please see your browser help for details on how to do this).

Changing delivery options

During Checkout, you can decide to send your order to your Billing Address or choose a saved address listed from your Address Book by selecting the ‘Deliver Here’ button. You can also enter a new delivery address by selecting the ‘Add New Delivery Address’ option. This address will be added to your Address Book and will be available for your future visits.

On the Delivery Options page, the delivery option for your order is automatically set so that your order is delivered to you as soon as possible. You can however, change the delivery options using the radio buttons available on the left hand side.

Please see our delivery policy for details of when you can expect delivery and delivery charges.

Choosing how to pay

If you have a credit account, this payment method will be selected when you first arrive on the ‘Pay and Complete’ page. You should ensure that your order will not exceed your available credit, as we may cancel such orders. To discuss extending your credit limit, please call 0871 231 5000
(Calls cost 13p per minute plus your phone company’s access charge) or . To set up a direct debit against your credit account, you will need to visit the ‘Account Balance and Payment’ section where you will find details on how to do this.

Credit account customers are still free to pay for an order by credit or debit card if they wish (for example, if they want to place an order for an amount higher than their credit limit).

If you do not have a credit account, the ‘Credit or Debit card’ option will be selected on the ‘Pay & Complete’ page.

To pay for your order by credit or debit card, select the ‘Credit or Debit Card’ option to enter your card details. You will also have the option to save the card for future use - be assured that these details are stored securely and your full card number will never be displayed on the screen or in any email from us. If you already have any saved cards, these will be displayed on selecting the ‘Credit or Debit Card’ option. You can select the saved card to pay for your order by choosing the corresponding ‘Use this Card’ button. New cards can be added by selecting the ‘Add New Card’ button.

Completing your order

Once you are happy with the products in your bag, and your delivery and payment options, you are ready to submit your order. You do this by clicking on the ‘Submit Order’ button at the bottom of the page. You should only press this button once even though it may take some time for the confirmation screen to appear.

You should receive an email confirming your order within 24 hours (although it may take longer than this if the email is delayed in some way by your email provider).

Occasionally, when our website, or the internet in general, is very busy, the confirmation screen may not appear and instead the screen will display a ‘timed out’ message. It is still likely that your order has been successfully submitted in these circumstances, and you should not place the order again. If you do not receive an email confirming your order within 48 hours, please contact us to check that the order has been placed.

Delivery of your order

Please see our delivery policy for details of expected delivery times. If you have not received your order by the expected date, please contact us with details of your account number, the date you placed your order, and the products ordered.

Returning unwanted products

If you live in an area covered by our courier service, your courier will be happy to collect most items. Otherwise, you can return goods to us by post, provided you obtain a Certificate of Posting. Please see our Returns policy for further details on how to do this.

If you have your courier's contact number, you can call your courier directly or arrange a return online by signing in to your account and selecting the link from the My Account page. Alternatively, you can call us on our Enquiry Line.

If you are returning goods from abroad then they can only be returned at your cost. Please contact us before returning any products from outside of the UK.

Getting a refund

Depending upon your payment method, refunds will either be credited back to your credit card, credited to your personal account or sent to you by cheque. Please see our Returns policy for further information.

How your credit account works

The most popular home shopping payment method is with a Personal Account. Every 28 days we send you a statement by post.

Your statement shows:

  • Any products that have been sent to you
  • Any payments you have made during the period
  • Any outstanding balance to be paid
  • The minimum payment required
  • The payment date

You can then make a payment into your account by a variety of methods (see our payment options page for full details), the easiest of which is via this website. We regret that cannot accept direct transfers from your bank account to ours (via online banking or otherwise).Purchased products are only charged to your account once you have received them (so your balance will not include them until this time). However, the value of these products will be deducted from your available credit as soon as you have ordered them, to ensure that you do not exceed your credit limit.

Making a payment into your credit account online

To use this website to make a payment into your account, go to ‘Your Account’ and select ‘Account Balance and Payment’. Your balance will be displayed and you will be asked to select whether you are using a credit or debit card. Please enter all the required details carefully - you will be asked to confirm the amount that you have entered to ensure that you have not made a mistake. The card details and amount that you enter will then be sent via a secure link to your card provider who will authorise the transaction. A confirmation screen will be displayed. If there has been any delay in the response from your card provider, the confirmation screen will explain that we will keep trying to contact them and will update your balance once the payment has been authorised (this can take up to 3 days).

Please be assured that it is completely safe to pay over the internet with your credit or debit card, and guarantees that.

Setting Up a Direct Debit

If you wish to pay by Direct Debit, you will need to fill out a direct debit form and send it to us.
The form is available on the website and can be printed off.
Simply go to ‘Your Account’ then click on the ‘Account Balance and Payment’ link. Here you will find instructions on how to set-up a Direct Debit.

Alternatively, if you do not have access to a printer or are unable to view the direct debit form, you should go to the ‘Contact Us’ page and use the ‘Your Account’ link to send an email for the attention of our Credit Control Manager, who will send a copy of the form to you in the post.

If any of the details you submit on the direct debit form change you should cancel the existing direct debit and set up a new one.

You can cancel a direct debit at any time by contacting your bank or building society.

Changing your account details

You can change your contact details and password easily online. Simply go to ‘Your Account’ and select the section, that holds the details you want to change. Once you have entered the new details and submitted them, the changes will take effect immediately.

For security reasons, you can only change your registered address, or send orders to an alternative address, after you have placed at least one order.

Viewing your account history

To see all orders, payments and returns listed on your account, go to ‘Your Account’ and click on the ‘Account Transactions’ link. This page will display the last 6 months of transactions made on your account.

Please note that this page may not exactly match your statement. It may include transactions made after your last statement was sent, exclude unusual transactions such as ad hoc adjustments, and does not show the transactions in a way that gives a ‘running balance’.

Requesting a catalogue

If you register a new account but do not place an order in the same visit to the website, we will automatically send you a catalogue. We may also send you the new catalogue as it comes out each season (twice a year). If you would like a catalogue and have not received one, please click on the ‘Request a Catalogue’ link at the top of any page. You will need to sign in or register an account in order to receive a catalogue, and you will be directed to do this from the Request a Catalogue page if you are not already signed in.

If you would like to receive information about our new ranges and special offers without setting up an account, why not join our emailing list, by clicking on ‘Email Me’ at the top of any page. We will send you occasional emails with products we think may interest you, and you can unsubscribe from this list at any time.