FAQs

If you have questions maybe this will help...

 

Our Website

  • What do I do if I am having problems with your website?

    If you’re having trouble with the website and you are unable to see our beautiful ballerina shoes, we’d suggest you try the following:

    Firstly, you may need to delete your cookies - a cookie is a small file we store on your computer to let us know who you are next time you visit us (for more information about cookies please see our Privacy Policy).

    Please note that if you have our ballerina shoes in your bag or in the 'Save for Later' section that were added when you weren't logged in, you'll need to make a note of the product name/code as deleting your cookies could clear this history.

    On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’.

    Once you’ve cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.

    We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc.

    If you’re still having problems, contact Customer Services and include:

    • As much detail as you can about the issue
    • Screen shots of any error messages you get
    • Which web browser you’re using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)
    • What you’ve done so far to try to resolve it

      Do you offer an App?

      We don’t currently offer an app on either Android or iOS. It’s something we are working on though!

       

      Our Products

    • What sizes do you have?

      Our ballerina shoes come in European Sizes.

      The table below is a guide to convert sizes.  It's important for you to get a great fit so we have also added a measurement guide in centimetres: 

      EU Size UK Size US Size Centimetres (heel to toe)
      36 3 6 22.7
      37 4 6.5 23.3
      38 5 7.5 24
      39 6 8 24.7
      40 7 9 25
      41 8 10 25.3

      Do you have a care guide for your products?

      We recommend treating the suede and nubuck on your ballerina shoes with an appropriate protector before wearing them.  A suede brush will help to keep the nap raised and the suede looking new.
      Try and avoid getting your ballerina shoes too wet, but if they do, stuff them with newspaper and dry naturally, away from a direct heat source. This will prevent the outer materials drying out and cracking.
      Do not put your ballerina shoes in the washing machine.  If they get dirty, let them dry and remove the excess dirt with a clean brush or cloth.  Do not apply any products to them.
      Please remember that leather and suede are natural products and some variations between pairs in terms of colour and finishes may occur.

    • What if items are out of stock?

    • Sorry you missed the stunning ballerina shoes you wanted!  As a small producer this sometimes means our best selling items can go out of stock.  The good news is we can let you know when we get more stock so if there is something that you would like to order that is unavailable, please contact Customer Services. We may be able to add you to our waiting lists so you are first in the queue!

      Do you use pig leather in your products?

      No. None of our products use pig leather.


      Payments

    • How can I pay for my order?  

      We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron and American Express. We also accept PayPal.

      Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf.  When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.

    • Do you offer gift vouchers?

    • We do not currently offer gift vouchers or gift certificates.

    • Can you help with payment issues?

    • If you experience error messages when making a payment, firstly, make sure you have put the correct details in, by checking all the information correctly. Contact your bank to ensure there are no problems with the card. After this, please contact Customer Services to submit details and we will investigate further. To help us solve the issue for you, please include as many of the following details as possible:

        • What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
        • What Internet Browser you are using
        • What payment method you were trying (e.g. PayPal, Visa)
        • A description of the problem and what time the problem occurred
        • If you get an error message, please include it in your message to us

      If your credit or debit card was declined, check to see if your card has expired or your card billing address is different to the billing address you have submitted on our website.  If this doesn't help, your Credit Card Company or bank will have more information. If using PayPal, please contact PayPal directly if your payment has been declined.


      Your contact details
    • What if I am not receiving your emails and promotions?

    • After you sign up and place an order, you should receive a variety of emails from us, which include Order Confirmation emails and any responses from Customer Services. There may be a number of reasons why you're not getting these from us:

      • Your email software may be marking our emails as junk mail. To stop this from happening, please add customerservice@sloafer.com to your email address book.
      • Make sure you typed in the correct email address when you signed up with us. Just sign in to your account (if you can remember which email address you used) to check this.
      • Check that you’ve agreed to receive our latest offer emails. When logged into your account, click ‘Edit’ under the ‘Details’ section and make sure the relevant boxes are ticked to receive emails.

      If after this you’re still having trouble, contact Customer Services giving as much detail as you can about the issue and we will try our best to help.

    • How can I unsubscribe from your emails and promotions?

    • If you no longer wish to subscribe to our emails and promotions, you can unsubscribe simply by clicking on the unsubscribe link in one of our emails; or logging into your account, go to the 'contact preferences' section and unticking the communication box.

      Please note, once you unsubscribe, it can take up to seven days for the change to take effect.

      If you change your mind later and want to subscribe to our newsletters again, please get in touch with Customer Services.

      Orders and Delivery
    • What are my delivery options?

      We can deliver ballerina shoes to many countries around the World but costs vary. We try to keep these costs as low as we can.

      • Deliveries to the UK will cost £4.49.
      • Deliveries to the EU will cost £9.99.
      • Deliveries to the rest of the World will vary but start at £19.99

      We reserve the right to change these delivery prices at any time.

      Imports and Taxes

      Please take note of any import restrictions to your particular country of residence as we cannot guarantee delivery to every country.

      Any taxes or duty incurred in shipping abroad are your responsibility as the customer. These costs cannot be reclaimed from Sloafer.

      Where is my order?

        Your order could be in several places ... our warehouse, awaiting dispatch, with the courier en route, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us.

        If you think it has just been too long, please contact Customer Services and we will try to help.

      • Items are missing from my order

      • Sorry, mistakes do happen! We’ve either packed it wrong, it’s coming in more than one parcel or there have been delivery issues.  If your expected delivery date has passed, then please contact Customer Services and we will resolve it for you.

      • Can I edit or cancel my order?

      • As soon as you place your order, we’re on it. Unfortunately, this means that we may not be able to make any changes as it may be already processed and on its way. Try contacting Customer Services to see if they can help. If not, you’ll need to place another order or return any unwanted items.


        Returns
      • How do I return?

        If you aren't happy with your ballerina shoes for any reason, please email us with your order number indicating that you would like a refund.  Please then return your order to us at:

        Sloafer Limited, 13 Highcroft, 170 Highgate Road, London NW5 1EJ, England.

        Remember:

        1. To re-pack your item(s) in the original packaging, or in a secure, waterproof package with labels and tags still attached.  Sloafer are not responsible for the items until they are actually received by us so make sure they are packed well.
        2. To cover your original address label with the return address listed above.
        3. To get proof of postage and to keep it safe in case you need to use this as evidence of your return.

        The items you want to return and cancel the order for must be unworn, in their original condition and in their original box.  In the unlikely event that an item is returned in an unsuitable condition, we may have to send it back to you and a refund will not be processed.

         

      • Can I exchange my order or get a refund?

      • Unfortunately, we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

      • When do I receive my refund?

      • Once we receive your item, it will take up to 3 days to process your refund. Refunds will take up to 21 days - 14 days for you to return it and 7 days for us to process it and for it to make its way through the banking system. The refund will go back onto the payment method you used when you placed your order. Once we've done our bit you'll get an email confirming it’s on its way. If you've waited more than 14 days with no email from us then please get in touch with Customer Services.

      • Do you refund the delivery charge?

      • We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract by contacting Customer Service. If you decide to keep one of the items, you need to pay for delivery. We don't refund delivery charges for those countries listed outside of the EEA.

      • Can I cancel my order?

      • If you are a customer in the EEA, you have 14 days in which you may cancel the contract for your order and we will issue you with a full refund of the item and cost of standard delivery if you paid shipping costs. We will need written confirmation of cancellation from you so please email Customer Services.  The items you want to return and cancel must be unworn and in their original condition.  


        Promotions and Discounts

        How do I use your promotions and discounts?

        We all love a deal.  

        Firstly, so you know what promotions and discounts we have on, make sure you are on our mailing list.  Contact Customer Services and we can make sure you get the latest deals.

        When you have a promo or discount code remember to enter it at check out as we cannot apply it later.

        What if I have issues with my promo code?

        Having issues redeeming your code? This might be why:

          • That code could have expired as we run offers for a limited time.
          • You can only use one code per order.
          • Check for typos.
          • Check you’ve only picked products from the category on offer.

        Still having problems? Contact Customer Services!


        Customer Services

      • How do I contact customer services?

      • Please email us at customerservice@sloafer.com.  We will usually get back to you pretty quickly!

        Search