FAQ

What happens after I place an order online?

Once you place an order on www.sheneilshoes.com you will receive a confirmation email detailing your purchase. Please keep this email in case you have any queries and need to contact us.

If your order is a ‘Click & Collect’ order, you will receive an email to let you know the product is ready for collection.

What payment methods are accepted online?

Sheneilshoes.com accept the following methods of payment: Visa, MasterCard & Visa Debit. At present we only accept gift cards and credit notes in-store, they cannot be used as a form of payment online.

How long does delivery usually take?

We aim for next day delivery on all orders placed before 11am. Orders placed after 11am on a Friday will be delivered the following Tuesday.

Does Sheneil Shoes cover the return postage cost of items?

No, unfortunately we do not cover the return postage cost of items to our store. We advise that when returning items to us that you used a secure form of delivery as we cannot be held responsible for items lost in transit.

If it is the case that you have been sent the wrong items please contact our team at info@sheneilshoes.com for further advice.

What happens after I return my shoes?

By Post

If you choose to return your shoes by post, we will inspect them to ensure that they are unworn and fit for resale. We will then send you an email, to inform you that your shoes have arrived and your card will then be refunded the cost of the item (Delivery charge will not be refunded). 

In-Store

If you return your shoes in-store, we will inspect the shoes then and there to ensure that they are fit for re-sale. We will then inform you that will we credit your account through our online system or facilitate an exchange.

Can I use Sheneil Shoes gift cards or credit notes online?

At present we only accept gift cards and credit notes in store. Unfortunately, they cannot be used as a form of payment online.

How reliable is product availability?

Product availability is updated regularly. However, if there is an availability problem with an item displayed, we will contact you to advise you on further availability and confirm how you wish to proceed.

The product I received looks different to the product on the website?

All product images on our website are as accurate as possible, however due to the inconsistency of monitors/screens or colour tones, shades may not be exact to the product. Please contact our customer service team at info@sheneilshoes.com if you are unhappy with what you have received and we’ll do our best to rectify the problem quickly and fairly.

What happens if I receive the wrong product?

In the unlikely event that we send you the wrong product, please contact our customer service team at info@sheneilshoes.com.

Please send the product back to us & fill in the Returns Form (this will be included in the initial delivery) detailing what happened. As soon as we receive the returned item we will dispatch the correct product. We will issue you with the postage refund for the return postage of the incorrect item to the card used for the purchase. Please include the receipt for postage in the parcel so that we can process your refund quickly and efficiently.