What sizes do you have?
Our ballerinas come in European Sizes. You can convert to EU sizes using our table below. We come up small and generally recommend if you have no space in an EU shoe at home, you size up with us. We've also put a measurement guide in centimetres. The measurement is on the outside of the heel (the part that goes on the ground) from the tallest part to the heel.
Do you have a care guide for your products?
We recommend treating suede with a protector before use; you can get one in our accessories collection. Avoid getting your ballerinas too wet but if you do, stuff them with newspaper and dry naturally, away from direct heat. Do not put them in the washing machine. If they get dirty, let them dry and remove 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 have a wide fit?
We have a standard width, and a wide fit in some of our collections. We are working on expanding this to every style. We also sell a shoe widener in our accessories collection to give you that little extra width.
Do you use pig leather in your products?
No. None of our products use pig leather.
How can I pay for my order?
We accept Visa, Visa Debit, MasterCard, Maestro, Electron and American Express. We also accept PayPal and Klarna.
All payments must be made online when placing your order. We cannot 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.
Can you help with payment issues?
If you experience error messages when making a payment, firstly, check you have put the correct details in. Contact your bank to ensure there are no problems with the card. 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.
What if I am not receiving your emails and promotions?
After you sign up or place an order, you should receive a variety of emails from us including Order Confirmation or responses from Customer Services. If you're not getting them, check your junk folder and add customerservice@sloafer.com to your email address book.
If 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.
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 - £5Deliveries to the EU - £12Deliveries to the rest of the World - £20
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.
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:
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.To cover your original address label with the return address listed above.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?
Due to rising costs we are unable to refund the cost you incurred to return your shoes.
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 emailCustomer Services. The items you want to return and cancel must be unworn and in their original condition.
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!
How do I contact customer services?
Please email us atcustomerservice@sloafer.com. We will usually get back to you pretty quickly! We also have a chat function on the homepage of ourwebsite.