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1,How do I make a pruchase?
Shopping at is easy: If you know what you are looking for, use the clothing, bags, andaccessories links.
You can also shop by browsing the magazine section or directly by designer.
Once you have found an item, select your size and click on the 'ADD TO SHOPPING BAG' button underneath each item. Review the items in your shopping bag by clicking the 'SHOPPING BAG' link at the top of the page. You can use the 'REMOVE ITEM' button to delete items from your shopping bag. Click on 'PROCEED TO PURCHASE' to complete your order.
2,Do I need to set up an account to place an order?
No, you can shop at without creating an account. However, registering your details will allow you to: Track your order and review past purchases Build a personal wish list Reserve items and join waiting lists Shop without entering your address details Manage your address book and email settings.
3,I've forgotten my password, what should I do?
If you have forgotten your password, click here to change it or follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page.
For security reasons we are unable to send your password via email.
4,Which size should I choose?
All products are sold by the international sizing scheme used by the designer. To convert this to your usual size, simply click on the 'size conversion chart' link which you will find on every product page.
As sizes can vary greatly by designer, we have also provided the actual dimensions of each product for you to compare with your own body measurements. Where an item runs small or large to size, this will be identified within the 'size & fit' tab on every product page.
In addition, our team of Fashion Advisors tries on every item we stock, and can answer all your questions on sizing and fit - simply email   for advice.
5,How do I know if an item is in stock?
All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.
If the product you want to buy is out of stock, please email to find out if there is a waiting list for that item (you will need to be a registered user). Waiting lists are only available for current season collections that have sold out, and do not apply to sale items.
You can also register interest for items previewed in our editorial features, and will receive email notification when they arrive in stock. From time to time, selected items may be available to purchase on a pre-order basis.
This means that you can place your order before items are available to ship, but will only be charged at the time of dispatch.
What payment methods does accept? We accept Visa, MasterCard, American Express, Delta, and Maestro credit and debit cards.
Please note that we do not accept any other methods of payment apart from those listed above.
6,Is it safe to use my credit card online at
At, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems.
All orders are processed through a secure checkout system provided by Datacash Ltd. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.
You may also choose to securely store your credit card details with us. This means you will not have to enter them again during future purchases, making it quicker and simpler to shop at For additional security, we have introduced MasterCard® SecureCode?
This service enhances your existing Maestro card against unauthorised use by prompting you for a private password every time you make a purchase with us.
To use this service, you must first register with the bank or other organisation that issued your card. To find out more click here to visit the MasterCard® SecureCode? website.
If you prefer, you may place your order by telephone with our Customer Care team.
7,Why do I need to re-enter my credit card details when I add a new address?
For your security, whenever you request delivery to a new address we will ask you to provide new credit or debit card details (if you have previously stored them with us).
This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.
8,How do I remove saved credit card details?
There are two ways to remove previously saved credit card details:
1) Edit or add a new shipping or billing address
2) During your next purchase, simply unselect the option "remember my payment details" on the payment page.
9,Does off-off-shoes ship to Post Office boxes or Freight Forwarding addresses?
Please note that we are unable to deliver to Post Office boxes, apart from in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. We do not deliver to forwarding addresses, which includes Aramex addresses.
10,Why are shipping restrictions applied to some items?
Due to international trading agreements and regulations, is obliged to adhere to particular shipping restrictions.
As a result, we are unable to dispatch items made of exotic skins outside of the EU. In addition, some products manufactured in China and fine jewelry of certain compositions, are not allowed to be shipped to some countries.
If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it.
To proceed with purchasing this item, you would need to ship it to a different destination address. In the case of exotic skins, this would need to be within the EU.
11,How do I change currency?
To change currency, simply click on the currency selection on the top left corner of the website and select your country from the list of shipping destinations.
12,Does ship to multiple addresses?
Unfortunately, you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address. For corporate orders, please contact for assistance.
13,How soon can I get my order and how much will it cost?
We deliver to 170 countries around the world, and offer different shipping options to meet your needs as listed below.
All orders (except London Premier) will be delivered by our carrier partner EMS, from 9am-5pm, Monday to Friday and will require a signature upon receipt. As we are unable to redirect orders once your items have been dispatched, please ensure you provide a suitable shipping address for the specified delivery times.
Please note that your order will only be shipped once payment and delivery details have been approved. Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by payment authorization.
14,What packaging will my order will be shipped in?
Your order will be delivered to you in our luxurious signature black boxes* which not only look fabulous, but make the perfect storage solution! However, London orders will be delivered in carrier bags (unless the gift option has been selected) and  will be delivered in the original designer packaging, rather than a  box.
If you would prefer reduced or unbranded packaging please select our 'basic packaging' option during checkout - your items will remain adequately protected during transit (this option is not available for London Premier orders). Keep all your purchases hidden from inquisitive eyes with our 'discreet packaging' option (currently only available for London Premier orders).
Your items will arrive in an unbranded, recycled brown paper bag with no indication of what's inside. Please note that all sale orders will be shipped in basic packaging. *We are unfortunately only able to include one box per order.
15,Is my package insured?
All items are insured against theft and accidental damage whilst in transit from to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.
If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.
16,Do I need to sign for my order?
Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.
17,Can I change my shipping address after my order has been dispatched?
We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.
18,Can I add items to an existing order?
Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.
19,How will I know you received my order & when will payment be deducted?
After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your credit card for the value of the items in stock.
20,Can I track my order?
Once your order has been shipped, you will receive email confirmation of your shipping details and an tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status.
21,Where is my order?
We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch,  is not responsible for any delays caused by destination customs clearance processes.
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status.. If you are not registered, why not sign in now so you can track future orders?
22,How do I return or exchange an item?
The products sold on this site are best quality products sale on the market. We are absolutely confident that you will be happy with your purchase from us because each piece is inspected by hand for quality. however, that every customer is unique and we are flexible to meet your particular needs. Customer satisfaction in our products and services is our top priority. If for any reason, you are not content with your purchase.please contact us via email:, We will then provide instruction on where to return your shippment.
Return for exchange, we do not charge extra fees, we accept exchange for different styles, customer need pay the price difference if the items price higher than the one you returned.
Return for refund, We do not charge a restocking fee but in such cases, we lose the transaction fee and labor costs, so the refund will minus the shipping fee and handleing fee which is 15% of the price. We will make refund to the card or account you paid with, it may take 7 business days to process after we receive the returned goods.
You must contact us within 7 days of receipt for exchange or refund. Items should be returned new, unused and with all garment tags still attached. Please return the products at your own expense and provide us with a tracking number in order to the refund/replacement to be issued.
Please kindly include the following information when you contact us. This will expedite the processing of your return.
1),Your order number, your full name
2),A list of the product(s) to be exchanged or refunded
3),The reason for the return of the products
Thank you for your Cooperation
Will I be refunded the full value of my order?
All correctly returned products will either be refunded to the purchaser's credit card or  account, and will exclude shipping costs. If your order has been sent to a destination within the EU, all sales taxes will be refunded.
Outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. Please be aware that it can take up to 10 days for the refund to appear in your account.
23,Does have seasonal sales? , like offline shops, offers seasonal sales. There are links to the SALE page from the CLOTHING, BAGS,  and ACCESSORIES pages in the top navigation bar.
Please note that cannot guarantee that its prices will be equivalent or equal to offline boutiques when they go on sale. Also, due to the exclusive nature of our stock, we can't guarantee that an item will still be available for purchase late in the season.
24,Is my personal information kept private?
Please be assured that all the information you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent.
To register at, we will need to know your name, mailing address and email address. To process credit card orders online we also require your billing address, shipping address, telephone number, credit card number and expiration date.
Please note that may also use the information youa provide to inform you of new goods and services via email. If you prefer not to receive these emails, please send an email to
25,can special offer be return for exchange or refund?
Special offer will be no return or exchange.