Help & Frequently Asked Questions

This page offers answers to any questions that you may have including questions about our website and products. You will also find answers to frequently asked questions on this page.

Payment

We accept the following cards

Accepted methods of payment
We only accept payment by Credit Card, Charge Card or Debit card on the Internet. Please note we DO NOT accept the following payment methods:

• Payment on Delivery
• Email
• Instalments
• Splashplastic
• Cheque
• Bank Transfer
• Postal Order
• World Pay
• PayPal
• Laser Card

UK
Items in stock, we aim to deliver to you within 7 working days of the date we receive the order. However, where a particular product is out of stock, delivery of that product might take up to 28 working days or more. In such cases, we would notify the customer of the situation, with a proposed delivery date. Otherwise, the customer has the option of canceling their order - full refund given.

Delivery is by Royal Mail Signed for Packet post.
Delivery cost per pair is £6.50 and £5.00 for each additional pair on the same order.

Europe
We aim to deliver Items in stock to you within 10 working days of the date we receive the order. If an item is out of stock we will contact you to inform you of a proposed delivery date or alternative options. Delivery is by Royal Mail Airsure or International Signed for.
Delivery cost per pair £15.00 and £12.00 for each additional pair on the same order thereafter.

Rest of the world
Items in stock we aim to deliver to you within 14 working days of the date we receive the order. If an item is out of stock we will contact you to inform you of a proposed delivery date or alternative options. Delivery is by Royal Mail International Signed for.
Delivery cost per pair £20.00 and £17.00 for each additional pair on the same order thereafter.

Products

The nature of our business dictates that some items will be out of stock. However, where enough demand exists, we may well re-order certain items. The best thing to do is to register your interest for the particular product. Please click here to contact customer care team quoting product name/code, colour, size. We recommend that you visit our website from time to time to see if your desired item becomes available again.

Unfortunately, the answer is no. Neither can we advise you in advance of an imminent reduction, nor can we refund you the difference after you’ve purchased an item at the full price.

Totallylargeshoes.co.uk strives to provide as much product information as possible on the product page itself. Should you require a piece of information, which is unavailable on the product page, Please click here  to contact customer care team quoting product name/code, colour, size.

ORDERS

Yes, our retail store is based at:
39 Chiltern Street
London
W1U 7PP
Tel: + 44 (0) 207 486 8815
Fax: + 44 (0) 207 486 8816
Email: info@totallylargeshoes.co.uk

Once your order has been confirmed, it's not currently possible for you to change or cancel it prior to dispatch. Please refer to the 7 day Cooling-off period for more details.

Unfortunately, we are not currently able to cancel your order once its been confirmed. However, you can make use of the 7 day cooling off period. All purchased made at totallylargeshoes.co.uk are covered by the United Kingdom's Distance Selling Regulations which allows you seven working days (beginning the day after receipt) to cancel your purchase from.

Simply return the cancelled item (at your cost) and we would provide you with a full refund.

To cancel a Standard Delivery Order please click here to contact customer service.

To cancel a Next Day Delivery Order, please click here to contact customer service.

In the event where your order is already on its way to you, you will need to return the order to us after its been delivered. See I need to return an item

Yes, you can track your orders on-line. Click here to visit the Order Tracking Page. This page displays your order history as well as the status of any open orders.

Next Working Day Delivery orders can now be tracked in more detail directly from the courier's website. Please visit Order Tracking and click on the 'Dispatched' link. Please remember that if you have a query relating to any information held on the courier's website you must contact them directly.

Ordering over the internet with Totallylargeshoes.co.uk is the safest and most secure method of paying which is why we only accept orders placed online.

Yes we do. Please click here to order.

Totally… Gift Voucher
Thinking about the perfect way to surprise your loved one? Why not treat them to a Totally… classic gift card and even send your best regards along with it. Once purchased, we will email your online gift card to the recipient and they would be able to redeem it either in store or over the telephone.

Totally gift cards may not be returned, applied as payment on any account or redeemed for cash except as required by law. In the event that the gift card is lost, stolen or damaged, it can be replaced for the remaining value with satisfactory proof of purchase.

Any customs or import duties payable are levied once the package reaches its country of destination, and these charges must be borne by the recipient. Totallylargeshoes.co.uk have no control over these charges and cannot advise what amount might be payable.  As customs policies tend to be different from country to country, we recommend that you contact your local customs office for further information.

We use Royal Mail for national deliveries and either Royal Mail or Parcelforce for delivery to Europe and Rest of World.

Yes, anyone at the specified delivery address can sign for the goods.

Technical Problems

Please make sure that you have tried to log on using the same email address/password you registered with. The system will only recognize and subequently log you on with the exact same combination of email address/password you submitted at registration.

In the event that you no longer remember your password, we can send your password to the email address you registered with. Simply fill in the box by 'Forgotten Your Password?' on the login page.

If you are experiencing some trouble with your basket, we advise you to delete the Temporary Internet Files on your PC and try again. To do this; click on the 'Tools' tab at the top of your Internet Browser, then select 'Internet Options'. On the first screen that pops up, under ‘Browsing History’ click 'Delete…' then click 'Delete Files' and ‘Yes’. You should then not experience any further basket problems.

To avoid losing products in your basket should you intend to further browse our website, do make use of the links, rather than the back button.
Do use the 'continue shopping' button on the basket page as well as links, rather than clicking the back/forward button.

You can also close all open browser windows to clear the ‘session’ and then continue browsing.

If these problems persist Please click here to contact customer care team.

It could be that the date on your own PC is wrong. Please check that the date is correct (double click on the time at the bottom right of your screen) and then try placing your order again.

Before contacting totallylargeshoes.co.uk we recommend that you update your PC using the Windows Update tool. Please click here for details.
If problems persist, Please click here  to contact customer care team.
To help us look into your problem please try to include in your email as many of the following details as possible:

• Your Operating System (e.g. Windows XP, Mac OS 9.0)
• Internet Browser (Internet Explorer 6, Netscape 7.02)
• What URL you were trying to access (e.g. http://www.totallylargeshoes.co.uk/index.asp)
• What time the problem occurred
• Please cut and paste into the email any error message that appeared on the screen

RETURNS

If you are not completely satisfied with your purchase, simply return the item(s) unworn and in its original condition within 14 days of receipt. Once we receive you item(s), we will issue a full refund or exchange it with an item of your choice.
For further information on returning an item, see our returns policy.

In the event that you have received a wrong or faulty item, Please click here  to contact customer care team ASAP, quoting your order number, your name, address and product details such as – product code, colour, size, stating whether you would prefer an exchange or a refund. Following your email, our customer care team will contact you to discuss how the return the item to us. Do note however, that you must adhere to our returns policy and return the item within 14days of purchase. For further information on faulty item(s), see  statutory rights and faulty goods

• It generally takes up to 3 working days from receipt of a return for us to process a refund.
• A refund confirmation email will then be sent to the same email address to which your initial order confirmation was sent.
• Following the refund confirmation email, please allow a further 5-10 working days for the refund to be credited to your account (through the same card you made the initial purchase with). Please note that totallylargeshoes.co.uk have no control over this timescale as it is generally dictated by your bank.
• This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address within 2 Working Days).

Before contacting us please take note of the timescales required to process an exchange:

• Please allow 3 working days from receipt of a return for us process an exchange.
• Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
   - UK - Up to 4 Working Days
   - European Union - Up to 8 Working Days
   - Rest of World - Up to 14 Working Days

If you are returning an item to us for a refund or an exchange you would have to pay for P&P cost.

Whilst you can get the full value of returned items refunded, unfortunately, the original cost of delivery you paid to have the items delivered to you are non refundable.  

Totally... takes pride in offering high quality footwear. Our goods are checked for quality before they are packaged and sent to our customers. In the unlikely event that you are not completely satisfied with your purchase, please return purchased footwear unworn within 14 working days. Please ensure that you keep the goods in its original packaging (shoe stuffing intact). We recommend that you bubble wrap the shoe box then slide it into a strong/practical carrier bag, tape it all around with a fragile labelled tape and then write our return address on a plain paper and stick it on the packaging.
We advice that these be sent back to us at the following address:
Totally…
39 Chiltern Street
London
W1U 7PP.
By Royal mail special delivery or via a courier service so that they are insured for you and traceable. Do obtain proof of posting. Please note that the cost returning goods to Totally… is borne by yourself.

Totally... reserves the right to deduct the cost of repackaging for footwear not returned in its original packaging.
It is recommended that you post any returns to us by special delivery (Royal Mail), obtaining proof of posting in the process, as Totally... will not be liable for goods lost in transit.
The cost of posting any returns will be fully borne by the purchaser.

If you are returning an item to us for a refund or an exchange you would have to pay for P&P cost.

Your statutory rights are not affected when returning purchased goods. Totally... will only grant an exchange or refund, if footwear is returned in its original condition. In order to ensure this is the case, footwear must be tried on carpeted surface only. Should the footwear appear scratched, marked, soiled, worn or damaged, Totally… will not grant the exchange or refund request.
When returning goods,

The Sale of Goods Act 1979 (as amended) states, in respect of 'faulty' unworn goods that; consumers are entitled to a reasonable time to reject unsatisfactory goods and demand an exchange or full refund.
Our products are manufactured to very high standards and therefore bear full manufacturers warranty. Customers will not be liable for basic defects arising in workmanship and/or failure in use. Repairs, exchange and full refunds will be given should the product experience manufacturing defects or failure in use. That said, we do not offer any guarantees against standard wear and where this is the case (for seeking an exchange or refund), Totally... reserves the right to seek advice from an independent body.
In so doing, should the returned product be found to bear no manufacturing defects or failure in use, but due to wear and tear, we would not reimburse the cost of postage to the customer.
To minimise wear and tear of any footwear, we suggest that you take good care of it and follow the tips below:

• Re-heel heels, outer soles just before it begins to wear out,
• Do not wear certain style of footwear (i.e. suede, party sandals, shoes made with delicate leather) in unfavourable weather conditions.
• Show adequate care when putting on or taking off footwear.
  

All items displayed on www.totallylargesshoes.co.uk are available to buy online at your convenience. Simply click on your preferred item, select the colour and size, click on the ‘add to shopping bag’ button.

You can then go to your 'shopping bag', where you can get an overview of all the items you have chosen to buy online.
Next to each of these items, there is the icon that you can use to remove an item from your shopping bag should you decide to.
If you wish to update the quantity of an item, please adjust the quantity and click on .

If desired, you can go back and add additional items to your shopping bag by clicking on the ‘Continue shopping’ button or simply 'proceed to checkout'.

If you return an item to us and request an alternative product or an exchange, you would have to pay for P&P cost.

How to measure your foot.

To measure the size of your foot, you will need the following:

• a piece of paper larger than your foot
• a pencil
• tape
• and a ruler

First, you will need to measure the length of your foot followed by the circumference.
Measuring the length of your feet:

1. Tape the paper down to the floor.
2. Sit and place your foot firmly on the paper (you could wear socks similar to the ones you tend to wear with your shoes).
3. Trace the outline of our feet by holding the pencil/pen upright (be sure not to hold it at an angle).
4. Move your foot off the paper and mark the outermost points of the length of the outline with straight lines. The outermost points are the top (toe part) and bottom (heel part) of your foot.
5. Measure the marked straight lines of the outline by holding a ruler from the top (toe part) of the outline to the bottom (heel part) and note down the measurement in millimetres.

Measuring the circumferernce of your feet:

Simply measure the circumference of your feet, around the widest part, just behind the toes and note it down.

Be sure to measure both feet (as most people have found that one foot tends to be bigger than the other). 

Now you’ve finished measuring your feet, use the link below to convert your measurements to the appropriate size and width.

To help keep your shoes protected and looking good for longer, we recommend the following tips:

Waterproofing and Stainproofing
Use a protective spray to protect your shoes from water, snow, mud and spills. To apply, wipe your leather shoes with a damp cloth and follow manufacturers instruction on the protective spray can. It helps if you spray your shoes before wearing and on a regular basis thereafter.

Prevent Wear and Tear
Should you plan to wear your new pair of shoes frequently, you may want to consider that first trip to the shoe repairs shop even before you’ve launched them. Your shoes will benefit from having shoe taps and possibly rubber soles put on, to postpone the gradual wearing out process that happens with frequent use.

Maintenance
Cleaning your shoes on a regular basis will do them a world of good. However, please bear in mind the material the shoes are made in.
Leather is generally conditioned with a leather lotion applied with a soft cloth or leather polish applied with a polish brush or sponge.
For Suede, use special suede brushes.
Fabric can be sprayed with an appropriate stain guard.
Finally, inserting shoe trees into your shoes, particularly does made from soft nappa leather will help them retain their shapes for longer.