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Shoes in big sizes.
A unique collection for your large feet. Size 12 and up (47 EU and up). FAQ. |
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FAQ - Frequently asked questions One this page we have compiled the answers to our customers’ most frequently asked questions. Please feel free to add questions to this section by sending us an email: hello@grandshoes.co.uk |
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SIZES
I have never bought a pair of shoes online before. How can I be certain that I am ordering the correct size?
Unlike regular online shoe stores we are using precise measure instruments to measure the inside of ALL shoe models we have in stock. The "inside shoe measure" is the length from the tip to the heel counter – inside the shoe.
Why we do this is becuase we know that a shoe size UK12/EU47 of brand x can be as large as a size UK14/EU49 of brand Y. That is why we write the inner shoe measurement in millimetres and the size. We suggest that you carefully measure your longest foot and use these measurements as a guideline for finding the right size. We have put together a Sizing Guide and measuring instructions that you can find here. I have very wide feet. How can I be sure that the shoes will fit?
We have a few models with a somewhat wider or narrower fit. The product descriptions include details of the width - narrow, medium or wide. Never hesitate to contact us at: hello@grandshoes.co.uk if you need further guidance in your choice of model/size I ordered a pair of size 48 shoes but it says 48 2/3 on the box. Is something wrong with my order?
No. Everything is fine. Some brands write the European sizes in a complex way. That is why we round down all sizes since we know from experience that this is more correct that writing halves or even thirds. The most accurate size indication is allways the inner shoe measurement in millimetres that we have stated along with the product presentation. Read more in our Sizing Guide.
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COLLECTION
Why can’t I buy a pair of shoes in the size I want?
If you cannot choose a specific size in a certain shoe model, it means it is out of stock. Another reason may be that the shoe is not made in your size, usually the case for sizes 50 and up.
Will you be receiving more models/sizes of the shoe I want to order?
Unfortunately, we are unable to post-order all models/sizes. On certain items, we do write “Size x in this model will be in stock again in x (month).”
Do you have all shoes in stock?
Everything you see on our website is available in stock. Subsequently, we have no other models and/or sizes than those presented on our website.
Can you special-order certain models?
Unfortunately no. But if you are looking for special shoes send us an email and we may be able to include them in our regular collection. Write to us: hello@grandshoes.eu Will you be selling more brands and models in the future? Yes. If you have any special requests please send an email describing the shoe and brand in detail. If possible please enclose a picture. Send your request to: hello@grandshoes.eu |
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ORDERS
Can anyone shop at Grand Shoes?
Yes, but you must be 18 years of age (or have a guardian’s consent), and your delivery address has to be within Europe. Can I cancel my order?
No, but you do have a 50-day purchase on approval with full refund. If you do not want to keep the shoes, return them and your money will be refunded. Please note that shipping charges will not be refunded.
What happens if I do not collect/sign my parcel from the sender?
If you have not collected the package (or signed delivery) within 14 days after dispatch, the parcel will be "treated as abandoned".
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EXCHANGES
May I return my shoes or exchange them for a different size?
Yes. We have extended our right of withdrawal to 50 days. There are however exceptions for returns – if the seal has been broken, the shoes worn outdoors, if the shoes have absorbed an odour or been used carelessly, we reserve the right to refuse a return or exchange. You are liable for shipping charges to Grand Shoes for returns or exchanges. We cover the cost for sending you a new pair. To make an exchange/return, you must first contact customer service at: helllo@grandshoes.eu so we can issue a return number, and make your return/exchange as smooth and fast as possible. If you wish to return your shoes we will refund your money (minus shipping charges)
As soon as we receive the shoes. Usually this will take 2-3 banking days. More information about returns and exchanges is available in Terms & Conditions. |
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PAYMENT
How do I pay for the shoes?
We accept both Visa and MasterCard. We do not charge an extra fee for card payments, regardless of the amount. Is it safe to use my credit card at Grand Shoes online store? Yes. We use 3Dsecure by VISA for encryption, which ensures excellent security for online card payments.
3Dsecure is a technology designed by VISA to verify that the person making the purchase with the payment card is truly the cardholder. MasterCard uses the same standard. The technology means that when you use your card to purchase goods or services online, your payment card issuer or bank must identify you. Your identification is confirmed by the card company via a special security server through encrypted transmission. For you as consumer, the benefit of using an online payment service that offers 3DSecure is that you can verify that you are the true payment cardholder, therewith reducing the risk of fraudulent use. You recognise a 3DSecure payment solution through Visa’s trademark “Verified by VISA” and MasterCard’s trademark “SecureCode”. More information is available at www.visa.com
All pages on which you as a customer provide personal information while placing your order are secure pages (encrypted transmission). Card payments are transmitted over a secure link with a SSL Certificate issued by Rapid SSL (www.rapidssl.com).
You know that you are visiting a secure site if the address line in your browser URL row begins with https://
We collaborate with DIBS Payment Services AB (www.dibs.se) for refunding card payments. DIBS Payment Services AB is a financial market firm authorised by the Swedish Financial Supervisory Authority (Svenska Finansinspektionen). Payment card details are encrypted for transmission.
Note that Grand Shoes does not store your payment card numbers.
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SHIPPING How are the shoes delivered?
We send all orders through the Europan Mail Network, wich means that we for example ship with ParcelForce to the UK, Deutsche Post to Germany, TNT to Netherlands et cetera, Express deliveries are shipped with UPS irrespective of final destination. How long does it take for me to receive my shoes?
Our ambition is to send your order as soon as possible. Delivery times vary depending on the postal service and your location. Regular delivery in Europe: 3-6 working days Express delivery Europe: 1-2 working days.
How much will I have to pay for shipping?
Shipping to EU countries charges amount to:
• €15 / £12 for one pair of shoes,
• €10 / £9 for two or more pairs
• FREE STANDARD SHIPPING WITHIN EU ON ALL ORDERS OVER €200 / £180 • Shipping outside EU (such as Switzerland, Norway, USA, Australia) = €29 Flat Rate For orders of only shoe care products, socks or similar items, Grand Shoes uses the Swedish Postal Services’ pricelist for standard letters. If these products are included in an order together with a pair of shoes, no shipping fees will be charged for these items.
Since shipping nowadays are charged by volumetric weight, we reserve the right to charge a shipping fee of €18 per pair of boots or other types of shoes with high shafts. All higher shipping fees are specified in the product description. If I place a larger order, do I qualify for free shipping?
Yes. Occasionally we have campaigns that offer free shipping “if you buy for more than €250”.
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MEMBERSHIP
Does Grand Shoes membership cost anything?
No, membership is free. As a member, you will receive promotions and be the first to know about new shoe modelt. You also have the chance to have a say in the shoes we include in our collection. Can I cancel my membership? Yes. Just send us an email with your personal details and we’ll fix it. I’ve forgotten my password. Can you help me? If you’ve forgotten your user name and/or password, we can send an email with the user name and password you entered when you registered.
Click here to order the password.
What information do you store about your members?
We store your name, customer number, address, phone number, email address and user name and password. We store no data that is not necessary for us to fulfil our delivery obligations. We do NOT store your credit card details.
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TECHNOLOGY
Which web browser should I use?
Grand Shoes is optimised for Firefox and Internet Explorer.
Find Firefox here:
http://www.getfirefox.com/
Find Internet Explorer here:
http://www.windowsupdate.com/
We strongly recommend Firefox for Mac users. Who did Grand Shoes’ website?
We did the design, photos, content and structure ourselves. SiteDirect delivered the technology and system.
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