FAQS

 Free Delivery on all UK, EU and US Orders

 Free Returns in
UK, EU and US

 Comfort Guaranteed.
Forever.

FAQs. General Information

I want to return my order, can I use my discount code again?

Yes, we will honour any discount or promotional code used on your original order.

What happens once I place my order?

You will receive a purchase confirmation email from us and then delivery updates from our partner DPD.

What Size Should I Buy?

When buying sneakers, If you are a half size - for example, 4.5, 5.5, 6.5 etc - order the size down unless you have wider feet or a high bridge of the foot.

For The Pioneer brogue if you are a half size – order the nearest size up.

How Can I Return My Order? (And get a refund)

If you want to return your sneakers within 30 days, please send everything back if you kept it, including the dispatch note, spare laces, box and outer packaging.

Register Your Return

Read more about our returns policy here.

Where is my order? Can I track it?

Yes you can. You will need your order tracking number and courier name, which you will find in your account and on the email confirmation we sent you.

What currencies can I pay with?

You can see the estimated price of our shoes in different currencies by selecting a currency with the flag icon at the top right of the page. As we're are based in the UK, payment is made in British Pounds (GBP £) and your bank or card company will manage the conversion to your local currency. You will see your order total in the check out page and confirmation email in British Pounds.

What methods of payment do you accept?

Paypal, Amazon Pay, Apple Pay, Visa, Mastercard, American Express, Debit cards

Why is there a pop up box to ‘use my saved information to pay’ when I enter my email address in the checkout?

This is Shopify Pay

It lets customers of different shopify powered stores save their credit card and their shipping and billing information so they can check out faster the next time they visit.

The customer’s shipping and billing information are securely stored on Shopify’s PCI compliant servers and is only shared with participating shopify stores once an order is placed.

Seven Feet Apart do not store any payment information on our servers or website.

If you have questions about how Shopify Pay works, or how their data is stored, then you can see Shopify Pay FAQ.

What is a pre-order?

A pre-order is available when we are restocking an item. On a launched product like the Original 172, this could take up to ten weeks, depending when we went out of stock. We also offer pre-sales on forthcoming products, for example, the Chelsea. In both cases, we will give you a delivery estimate. We will then update you on with shipping confirmations as soon as we have them. One important point, your payment will be taken at pre-order.

Can I change my mind?

If you have changed your mind and the order hasn’t been dispatched, please call +44(0)1 727 614 147 or contact us, as we should be able to cancel the order. If the shoes have been dispatched, you are welcome to return your Sevens within 30 days. If you have further questions about this, you can always call us to discuss them on +44(0)1 727 614 147

Can I buy Sevens for someone else (lucky them)?

Yes, we encourage it! You can select a different delivery address from you own in the checkout pages.

Do you do gift cards?

Not yet but they are on the to-do list.

Is delivery free?

Free standard delivery is available on all orders within the UK, EU and US. You can get your Sevens on your feet faster by paying for express delivery. There is more specific delivery information here.

Can you deliver my Sevens tomorrow?

Yes, in the UK and if you have ordered by 4pm.

Do you deliver to other countries and how much does this cost?

Yes we do, you can find out specific information on all deliveries here

Are returns free?

Yes, in the UK, EU and US.

How do I get a refund?

We hope that you love your Sevens, but if you not entirely happy, of course you can return the shoes to us and we will refund. Please send everything back, including the dispatch note, box, outer packaging and shoes bags. We do inspect the shoes when we receive them back at SEVEN FEET APART so ensure you try them on a carpeted floor, avoiding scratches to the soles. If you damage them, we won’t be able to refund you.

This is what you need to do:

Tell us you are returning your Sevens via our returns centre. Our team will review and authorise your request. We will then email you an address label and instructions.

Return the Sevens to the address on the label

We will refund your payment or process an exchange request when we receive your items at our UK warehouse and have inspected them. This may take up to 5 working days in busy periods but we always aim to be quicker than this. If you want to make an inquiry on the status of a return please contact us

When will I receive my refund?

We will refund your payment or process an exchange request when we receive your items at our UK warehouse and have inspected them. This may take up to 5 working days in busy periods but we always aim to be quicker than this. If you want to make an inquiry on the status of a return please contact us

How do I get an exchange?

Unfortunately, Seven Feet Apart does not currently offer exchanges on products (however we are working on it, as we would like to be able to do so in the future). If you wish to exchange a Product for a different size or colour, you will need to return your purchase for refund and place a new order. It is only possible to get a refund on returns if the returned item(s) is in line with our return policy. Your return will be refunded once it’s been received and processed at our warehouse.

Can I return a gift order?

Yes, contact us here or via our

Customer Services telephone number which is +44(0)1 727 614 147 and we will sort this out for you (and the person who bought your gift).

Our support team hours are Monday - Friday from 9am - 5.30pm GMT.

Something is wrong with my Sevens.

We do inspect all our shoes before we send them but something must have been missed. We’re sorry to hear this. Please visit our returns centre and we will sort out a refund or exchange.

What sizes do you make?

All of our shoes are made in whole sizes e.g. …4, 5, 6, 7, 8…

For The Original 172 only If you are a half size - for example, 4.5, 5.5, 6.5 etc - order the size down unless you have wider feet or a high bridge of the foot. For The Pioneer brogue if you are a half size – order the nearest size up.

Men's Size Chart

UK 6 7 8 9 10 11 12
EU 40 41 42 43 44 45 46
USA 7 8 9 10 11 12 13

We manufacture and source our materials in Europe. Sizing to other systems is comparative.

Our website displays UK sizes in the UK. Our systems run on European sizing. This means that after you order, the record of your order will show in European sizes.

Women's Size Chart

UK 3 4 5 6 7 8
EU 36 37 38 39 40 41
USA 5 6 7 8 9 10

We manufacture and source our materials in Europe. Sizing to other systems is comparative.

Our website displays UK sizes in the UK. Our systems run on European sizing. This means that after you order, the record of your order will show in European sizes.

Where can I buy them?

Sevens are sold online here at the moment. We do pop ups occasionally - subscribe here if you want to be kept up to date on them.

Do you offer any sales, discounts, promotions, or coupon codes?

No, we prefer to offer a consistent fair price to all our customers, all year round.

What does Seven Feet Apart mean?

Seven feet apart was the width of Great Western Railway tracks, designed by Isambard Kingdom Brunel. Although narrow gauge became the standard, his wider gauge tracks are still considered the epitome of innovation. A lower centre of gravity meant that engines and carriage could run smoothly, safely and faster. This drove the greatest efficiency from the system. More efficient? More comfortable? Sounds like SEVEN FEET APART

Where are you based?

We are based in St Albans, Hertfordshire.

Can you tell me more about the company?

Yes. We exist to deliver premium experiences at the right price. We do this by making products that are beautiful, brilliant & better. We embrace the disruptive force of digital technology on retail. The right price is affordable, fair and kind.

We believe that you should be able to buy products with enduring quality and beauty, without having to afford the expense of wholesale mark-ups.

We capitalise on the direct-to-consumer business model revolution, creating a premium product and experience at an affordable cost. Our brand is an exemplar for modernity – in the way that we design, manufacture & deliver product and through our brand experience.

We are constant in our desire to be a contributor to the disruptive forces of change and innovation in retailing. We are relentless in seeking ways to create efficiency ‘in the system’ and share the benefits with you, our customer.

We want to be part of a global conversation about doing things better and less wastefully. And more than talk, we will act.

We chose to start a shoes company because, honestly, we both love them. Shoes positively affect our wellbeing, they are a signifier of our identities & they ground us as we journey through life. They transport us.

We started our brand by doing one thing very well and in time, we will apply the exact same philosophy to new styles and a broader product range of accessories and apparel.

Where do you make your shoes?

We make our shoes in Portugal with fine materials from Italy, the United States and Portugal. We chose to manufacture in Portugal because we can be closely involved in production and we can ensure that the factories we work with are safe and fair for their employees. Both our factories are family run businesses who share our passion for fine shoes and values.

Do you have a job I can apply for?

We might, please get in touch by sending a mail to jobs@sevenfeetapart.com

I want to write an article about you, who do I talk to?

Contact us at press@sevenfeetapart.com

I want a high-resolution picture of your shoes. Can I have one?

Probably, contact us at at press@sevenfeetapart.com and we can sort this out.

How long is the guarantee for?

Forever

How do I return my footbed?

Take the footbed out of each shoe. Pack within a robust envelope and write your name and email address very clearly on the back. Send them to the address below and we’ll take care of the rest. Standard delivery terms apply, which means free, delivered in 3-5 days.

Can I return my footbed more than once?

You can and we are sure you’d only do so if you really felt the PORON Performance memory layer had forgotten your comfort. There might be a few chancers who see this as a way of keeping their Original 172 box fresh by changing them all the time. Trust us, we are kind people but it won’t work.

Do we sell footbeds separately?

We will do shortly. And the guarantee will stand. Pop your email address in the box at the foot of the page and we will tell you when they are available.

Ask a Question

For Press enquires please contact: press@sevenfeetapart.com
For Career enquires please contact: jobs@sevenfeetapart.com

For any questions, queries or feedback, please fill in the form below.

Our support team hours are Monday - Friday from 9am - 5.30pm GMT. If your query is urgent, you can contact our Customer Services team on +44(0)1727 614 147

We'll answer all enquiries as soon as possible.