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Common Questions


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The sizes displayed on our website would be UK Sizes.

Above the add to cart button on most product pages there will be a link to view the size chart for the specific brand.




We dispatch all our orders from Northern Ireland.

As such orders for delivery to the EU should not incur any duty or taxes as items are sent within the EU single market.



Once you’ve placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible.

This means we may not always be able to cancel your your order prior to dispatch. Cancellations are subject to a fee to cover payment method processing fees.



Once you’ve placed your order, the order starts going through the system, so that we can get it to you as fast as possible.

If you wish to amend the size or colour please let us know your amendments as soon as possible and we will attempt to amend this prior to dispatch. However we can not guarantee requests can be fulfilled.



We dispatch items as soon as possible. Most items are dispatched within 24hrs.

Some items have an extended dispatch time. The delivery options displayed at checkout will denote a delivery timeframe which includes this extended dispatch time. 

Once dispatched you will receive an email notification which will include the tracking information for your order.




To start a return, visit your customer account at myaccount.thefootfactory.co.uk 

  1. Login using your email address
  2. Select the order you would like to return an item from
  3. Select "Request Return"
  4. Complete the return reason
  5. If approved, an email with instructions on how to return will be sent to your email address


    As shoes require a perfect fit it means we receive many returns. We receive thousands of returns a month.

    We process these as quickly as possible. It can take up to 15 working days from receipt to process the return and issue a refund. In most cases returns are processed sooner.

    Including your order number as well as name will help ensure your return is processed as quickly as possible.

    Please note after processing it may take several days for refunds to appear on your payment method.



    Once we’ve received your return, if the item(s) have been returned in original condition and within the returns window, you’ll be refunded to your original payment method. 

    Refunds are generally processed within 15 working days of being received. 

    It can take several days for your bank or credit card company to process and post the refund too.




    If you need to contact us about an order or to ask questions about a specific product. Feel free to complete the form below, or contact us by emailing admin@thefootfactory.co.uk 

    Queries will be responded to as soon as possible but generally will take no longer than 48 hours.