When is your office open over the holidays?
23rd December - Open as normal (8.30am - 4.30pm)
24th, 25th & 26th December - Closed
27th December - Open as normal (8am - 4pm)
30th December - Open as normal (8.30am - 4.30pm)
31st December & 1st January - Closed
2nd January onwards - Open as normal
When is your Porthcawl branch open over the holidays?
Our John Street shop will be closed on Christmas Eve, Christmas Day & Boxing Day.
I want to order some footwear for Christmas - when do I need to order by?
For our standard postage option, you will need to order before 20th December to get guaranteed delivery before Christmas. For Tracked 24 postage (which costs £3.99), you'll have until the 23rd December as Royal Mail will be posting parcels on Christmas Eve. We highly recommend you order as early as possible to avoid disappointment.
What hours will my parcel be arriving inbetween?
Royal Mail will be posting orders up until 7.30pm Monday to Saturday in the run-up to Christmas.
My parcel hasn't arrived in the specified time-frame - what do I do?
Please get in contact with us as soon as possible and we will open an investigation with Royal Mail.
Do you have a UK to EU size chart?
Yes! You find our size charts for Women, Men & Kids here.
What do the symbols in my shoes mean?
In order to comply with European Regulations all footwear must be labelled with a contents sticker indicating what it is made of. You can find the full list below:
Do all of your brands have the same sizes?
As we stock a wide range of brands on our website, the sizes will vary slightly when moving between brands. We recommend trying on a new pair of shoes if you're deciding to switch brands.
An item I want to purchase isn't in stock - can I be notified when it's back in?
Absolutely! If an item you're looking to purchase is out of stock, please get in touch with us and we'll make a note of it. As soon as we get more in the warehouse, we'll send you an email!
Can I view your products at your main office?
No, our main offices are not open to the public. However, you can find our clearance outlet in John Street, Porthcawl if you wish to view our end of line stock before purchase.
How can I pay for my order?
You can pay using the following major credit and debit cards: Mastercard, Visa, Maestro & Visa Electron. We also accept payment from Paypal.
When will I be charged for my order?
As soon as you place it.
Can I amend my order after I've placed it?
Unfortunately, you can't make any amendments as we pack your order up very quickly once we've received it (our warehouse staff are powered by the finest coffee!). However, you can cancel your order and place a new one instead.
I'm missing an item from my order, what do I do?
Your order may have been sent in separate parcels, but you will be notified of this in your dispatch email. If you haven't received something, please get in touch with us.
I've cancelled an order, when will I get my money back?
The money will be returned to the original payment method you used, most refunds are completed in a matter of minutes, however some may take up to 5 working days, depending on the payment method.
What courier do you use?
We use Royal Mail to dispatch all of our orders.
What are your delivery charges?
We offer free standard delivery on all of our items, providing you live in the UK. We also offer priority express delivery for £3.99 if you'd like your order to come sooner. If you live outside of the UK, delivery charges will be calculated when you checkout.
Can I have my order delivered to a different address?
Yes! You can specify this when ordering.
Can I track my order?
All orders are sent tracked - you will get full tracking details on your dispatch email.
How long will it take for my item to be dispatched?
Your order will dispatched within 1 to 2 working days once we've had the confirmation. If you've ordered via Priority Express Delivery, your order will be dispatched the same day if you placed it before 1PM. Any placed after 1PM will be dispatched the next working day.
When will my item arrive?
You can visit Royal Mail's website to get an estimate for when your delivery will arrive here.
What happens if I'm out when my order arrives?
Royal Mail will deliver your parcel between the hours of 8am and 6pm, Monday - Saturday. A signature may be required on receipt depending on your chosen delivery method.
If you are not around to accept your parcel, the courier may leave it with a neighbour, or in a safe place (i.e. hidden from sight and protected from the rain) if they think it is safe to do so. A calling card will be posted through your door to let you know this has been done. If the parcel can’t be left in a safe place or with a neighbour, the courier will take it back to a local depot and leave you a card telling you how to re-arrange delivery or collect your parcel.
I haven't received my order - what do I do?
If you haven't received your order within the specified time frame given, please get in touch with us so we can investigate with Royal Mail.
How long do I have to request a return?
You have 14 days on receipt of delivery to ask us for a return.
How long do I have to return an item to you?
All orders must be returned within 30 days of delivery and in a saleable condition e.g. unused and in their original packaging.
Where do I send my returns?
All returns must be sent to our main offices:
Foster Footwear Returns,
Units 3- 4 Kingsway Buildings,
Bridgend Industrial Estate,
Please make sure you include your returns slip so we can quickly identify your parcel.
Why don't you offer free returns?
Unfortunately, we can't offer free returns to everyone as this would incur a huge cost on our part. As we are only a small business, free returns would drive the prices up for everyone. We want to keep costs as low as possible for our lovely customers (that's you!).
Do I get my postage costs back?
We will refund the original postage, if any has been paid, providing the return was request no later than 14 days after receipt of the item. For returns requested between 14 and 30 days after receipt of the item, the we will only refund the cost of the item. Please note that any express delivery charges will not be refunded, only the standard delivery charge.
Can I exchange an item?
No - we don't offer exchanges. You will need to send your order back to us for a full refund and then re-order what you actually require.
My item is faulty - what do I do?
If you believe you've been sent a faulty item, please get in touch with us immediately and we will ask you to send us photographs of the fault in question. We will then investigate as quickly as possible and take the appropriate action.
I've sent my item back to you - when will I get a refund?
Depending on what courier you've chosen to send your parcels back, it will take approximately 3 to 5 working days to reach us. Our Returns are processed and added to our system every Tuesday & Friday. All refunds take 3 to 5 working days to process. Some payment providers can take up to 14 days to credit your account. We advise waiting at least a week before contacting us regarding a refund that hasn't been received.
I live in Porthcawl - can I drop my return at your clearance shop?
Of course! You can take your order to our clearance shop and the staff will pass on your return to our warehouse. Please specify with the shop staff that it is an online order you're returning - they may require you to give some details to pass on to us.
What is your Returns policy for your clearance shop?
We can't offer returns in our Porthcawl shop, all items are exchange only. If you want to exchange, you will need to bring back your purchase in its original condition with the box and receipt within 14 days of purchase.
Why do you not have certain shoes in your shop?
All of the shoes that we sell in our clearance shop are past lines and samples that we've received over the years from our online selling platforms. We cannot guarantee that our range in the shop will be the same every time you visit as it is all dependent on what end of line stock we need to move.
Can I request a particular shoe?
Yes! If there's a particular shoe you're after from our clearance shop and we don't stock your colour and/or size, you can ask our shop staff to look into this for you. We can't guarantee that we will have the shoe you're looking for due to the stock in our shop being end of line but we will try our best to get what you're after!
What are the shop's opening hours?
The shop is open between the hours of 9AM & 5PM Monday to Saturday, and our Sunday hours are 10AM to 4PM.
I need to contact the shop - what's the best way to get in touch?
If you need to get in touch with our shop, you can give them a ring on 01656 783423.