Frequently Asked Questions
Last updated: 2 November 2026
Ordering
How do I know what size to order?
Everything is listed in UK women's sizes. Measure your foot and check it against our Size & Fit Guide; the centimetre column is the one to trust. If you are between sizes, size up. If you normally wear a 6.5, order the 7, as we do not stock half sizes above 6.
Can I change or cancel my order?
Yes, as long as it has not been dispatched. Email support@laurenshoes.com as soon as you can and we will confirm. Once a tracking number exists, we cannot pull the parcel back, but you can still return it.
Do you restock sold-out sizes?
Sometimes, but we cannot promise it or give a date. Email us the style and size and we will tell you what we actually know.
Delivery
How much is delivery?
Free, on every order, with no minimum. We deliver throughout the United Kingdom.
How long will it take?
3 to 5 working days to process, then 7 to 12 working days in transit: 10 to 17 working days in total. Orders placed after 2:00 pm UK time start processing the next working day.
Why does delivery take that long?
We publish the honest window rather than a flattering one. Our estimate covers the full journey, and we would rather you know the real timeline before you buy than be disappointed after. If a pair arrives sooner, that is a good day, but we will not promise it.
What if my order is late?
If we cannot deliver in the time we promised, we email you a revised date and you can accept it or cancel for a full refund. Details are in our Delivery Policy.
Do I pay customs or import fees?
No. Prices are in pounds sterling and include VAT where it applies, and there are no duties or import fees to pay on delivery.
Where is my tracking number?
It is emailed to you the moment your order is dispatched. Tracking can take 24 to 72 hours to start updating after the label is created, so a number that shows nothing yet is normal.
Returns and exchanges
What is your return window?
30 days from delivery, for any reason. Shoes must be unworn, soles clean and unmarked, in the original box with tags attached. This sits on top of your legal rights, which are set out in our Returns Policy.
Who pays for return postage?
We do, on every return and exchange, including when you simply changed your mind. Email us first and we send you a prepaid label.
How fast is a refund?
We issue it within 3 working days of your return arriving and being inspected. Your bank then typically takes 5 to 10 working days to post the credit.
Can I just post it back?
Please email us first. Returns sent without instructions cannot be matched to your order, which is how refunds get stuck.
Products
Are your shoes real leather?
It depends on the style. Each product page states the upper and lining material. When a shoe is synthetic or faux fur, we say so on the page. We do not describe man-made materials as leather.
Do you offer wide fittings?
Not currently. Everything is made in a standard fit.
How do I care for them?
Store them dry and out of direct sun. Wipe leather with a soft damp cloth and let it air-dry away from heat. Brush suede with a suede brush, never water. Fleece and faux fur linings should be spot-cleaned only.
Payment and privacy
What can I pay with?
Major credit and debit cards, plus the digital wallets shown at checkout. See Payment & Security.
Is my card safe?
Payment is handled by Shopify's PCI DSS compliant checkout over an encrypted connection. We never see or store your full card number.
How do I stop you using my data for advertising?
We do not sell your data for money. With your consent, we share it with advertising and analytics partners so the adverts you see elsewhere are relevant. You can turn this off at any time on Your Privacy Choices, and we apply it automatically if your browser sends the Global Privacy Control signal.
Still stuck?
Email support@laurenshoes.com, Monday to Friday. We answer every message within 1 working day.