Welcome to Dune London Shoes Shop’s FAQ section. We’ve compiled answers to the most common questions about our premium footwear, delivery, returns, and more. Whether you’re looking for stylish boots, comfortable sneakers, or sophisticated loafers, we’re here to help you every step of the way.
Product Information
What types of shoes do you offer?
We specialise in premium footwear including:
- Boots for Men & Women
- Loafers & Slip-Ons for Men
- Sneakers for Men & Women
- UGG Boots for Women
How do I choose the right size?
Our shoes are true to size. We recommend ordering your usual size. If you’re between sizes or have specific fit concerns, we suggest ordering two sizes and taking advantage of our easy returns policy for the pair that doesn’t fit perfectly.
Are your shoes suitable for wide feet?
While we don’t specifically offer wide-fit options, many of our styles accommodate various foot widths comfortably. Our leather styles often stretch slightly with wear for a personalised fit.
Ordering & Account
How do I create an account?
You can create an account during checkout by providing your email address and creating a password. Having an account allows you to track orders, save your preferences, and enjoy faster checkout in the future.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected]. We’ll do our best to accommodate your request if your order hasn’t yet been processed for shipping.
I forgot my password. How can I reset it?
Click on “Forgot Password” on the login page and enter your email address. We’ll send you a link to create a new password.
Payment Options
What payment methods do you accept?
We accept the following secure payment methods:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard encryption and security measures to protect your payment information. We never store your complete payment details on our servers.
Why was my payment declined?
Payment declines can occur for various reasons including insufficient funds, incorrect card details, or security checks by your bank. Please verify your information and contact your bank if the issue persists.
Delivery & Shipping
Where do you ship from?
All orders are processed and shipped from our warehouse in Little River, Australia (37 Wynyard Street, LITTLE RIVER, AU 2720).
What are your shipping options and costs?
We offer two shipping options:
- Standard Shipping – $12.95: Delivered via DHL or FedEx in 10-15 business days after dispatch
- Free Shipping: Available on orders over $50, delivered via EMS in 15-25 business days after dispatch
How long does order processing take?
All orders are processed within 1-2 business days from our warehouse before being dispatched for delivery.
Do you ship internationally?
Yes! We proudly ship worldwide, with the exception of select remote areas in Asia and other remote locations. During checkout, our system will automatically confirm if we can deliver to your address.
How can I track my order?
Once your order is dispatched, you’ll receive a shipping confirmation email with tracking information. You can monitor your package’s journey from our Australian headquarters to your doorstep.
Are there any additional fees for international orders?
For international orders, customs fees, import duties, or taxes may apply depending on your country’s regulations. These charges are the responsibility of the recipient and are not included in your order total.
Returns & Exchanges
What is your returns policy?
We offer a 15-day return policy from the date you receive your items. Shoes must be in original condition, unworn, and in their original packaging with all tags attached.
How do I return an item?
Please contact our customer service team at [email protected] to initiate a return. We’ll provide you with return instructions and the appropriate address.
Are return shipping costs covered?
Return shipping costs are the responsibility of the customer, unless the return is due to our error or defective merchandise.
How long does it take to process my refund?
Once we receive your returned item, we’ll process your refund within 5-7 business days. The time it takes for the refund to appear in your account will depend on your bank or payment provider.
Still Have Questions?
Our customer service team is here to help! Contact us at:
Email: [email protected]
We typically respond within 24 hours during business days.
Thank you for choosing Dune London Shoes Shop, where style truly meets comfort, every step of the way.