FAQs

We have compiled some frequently asked questions which we hope will help you on your way to a new pair of our shoes...

What size is right for me?

If you are unsure of which size to purchase, simply follow these easy steps to measure your foot, and select the appropriate size which corresponds to the millimetre length

  • 1. To measure your foot length, stand on a level floor with the back of your heels against a straight edge or wall
  • 2. Measure your foot length by placing a ruler flat on the floor straight alongside the inside of your foot from your heal to your toes.
  • 3. Place an object with a flat edge straight across your toes with the edge touching the tip of your longest toe.
  • 4. Take the measurement (in millimeters) from the ruler where the flat edge crosses. This is your foot length measurement.

 

On each product page you'll find a size guide link which will display the various shoe sizes and the equivalent millimetre lengths.

If a particular style has additional size and fit information, a "size & fit" information box will be displayed beneath the product description area.

Please note: all shoe boxes state the UK / EURO / US sizes

How do I find what I am looking for?

You can use the search function on the top right of the website to search for a specific style or keyword, alternatively you can browse our range using the product categories in the main navigation menu. If you can't find a particular style, or would like some help choosing, please feel free to get in touch via live chat, via telephone (+44 (0) 020 7324 7590, or by email: web-enquiries@hudsonshoes.com

I've seen a product of yours I really like but I can't find it online?

If you know the name of the style, you can use the search function on the top right of the homepage to search for this or please feel free to get in touch with our Customer Service Team

I would like to know if/when a product will be back in stock...can you do this for me.

If you find your desired pair of shoes is unavailable in your size, you can click a button on the product page, which will take you to a contact form. Here you can fill in your details and we will email you updates on the product. If the item comes back into stock / is removed from the site, you will be updated whatever the change. We can also happily check this out for you, get in touch here and let us know which style and size you are wishing to purchase.

Can I pre-order an item if it's not currently in stock?

Unfortunately not, you can only order items that are currently in stock. However, we regularly top up the stock on our website so please keep checking. Alternatively you can click a button on the product page, which will take you to a contact form. Here you can fill in your details and we will email you updates on the product. If the item comes back into stock / is removed from the site, you will be updated whatever the change.

Are you able to tell me which retailers stock a specific style?

Of course, please feel free to get in touch via live chat, via telephone (+44 (0) 020 7324 7590, or by email: web-enquiries@hudsonshoes.com

Do I need to protect my leather shoes and soles?

Yes, We would always advise that due to leather being a natural product you should look at ways to prolong the life of your new shoes using some form of shoe care. You can use our own shoe care or alternatively a reputable cobbler will be able to assist.

What is the best way to look after my new shoes?

Visit our Shoe care page for tips and hints along with some Hudson products that can be used.

What are the differences between the finishes of the leather?

Visit our Shoe care page for tips and hints along with some Hudson products that can be used.

What material is used to make your shoes?

This can depend on the style, details of the materials used are included within each style description, however, if you would like further information please get in touch.

Which country are your shoes manufactured in?

This can depend on the style, if you would like further information please get in touch.

How can I find out about your ethical sourcing policy at Hudson London?

We have a responsibility to our customers, colleagues and supply partners to ensure that the items sold under the Hudson/H London brand are produced under acceptable conditions and in an ethical way.

This means that they must have been produced lawfully, through fair & honest dealings. Without exploiting the people who made them and allowing them to have safe working conditions. Whilst ensuring we do not cause damage to the environment.

Do I need an account to make a purchase?

No, you can make a purchase as a guest which means does not require registration, however you do have an option to register an account with us which will allow you to store delivery and billing addresses for future orders (therefore a quicker checkout). By registering an account you will also have the benefit of viewing your past orders with us!

What happens after I place my order?

Once your order has been placed, if it has been successful, you will receive a sequence of 2 emails.

  1. Confirmation email: this will confirm the items you have just ordered along with your order number and when to expect the delivery.
  2. Despatch email: confirming your new shoes are on their way to you, along with a tracking number and a link to the tracking website. (The shipper will then keep you updated in regards to when the parcel is due to arrive.)
I haven't received any confirmation or emails from you guys?

If you haven't received any correspondence from us in relation to your order, please first of all check your junk mail. Sometimes, depending on your service provider, servers can get a little overzealous and we end up in there! You can also check the status of your order by logging into your account.

Can I amend my order after I've placed it?

Our warehouse work quickly to get your items to you as fast as possible, therefore on most occasions we are not able to amend an order once it has been placed. Please contact us and we will aim to help as best we can.

Can I cancel my order after I've placed it?

Due to us wanting to get your item to you as quickly as possible we are not usually able to cancel an order. In this situation you are always welcome to return your order within 30 days of making the order (using the free collect+ returns labels in your parcel - UK ONLY) and a full refund will be provided.

My order has been cancelled, why is this?

Although we try our best to keep stock levels accurate online, errors do occasionally occur, which we work hard to keep to a minimum. You will always be contacted via email in the unfortunate event this should happen. This will then be followed by a refund confirmation.

My order has been cancelled, but I have still been charged / not yet received my refund?

If you have received the refund email, some banks can take a few working days to process this so please allow up to 10 working days before getting in contact with us. If after this time you have yet to receive your refund then please get in touch with us.

My order has arrived but there is an item missing?
If you find an item missing from your order, please contact our Customer Service Team, who will have this investigated with our warehouse and courier service as quickly as possible.
My order has arrived but there is an item missing?

If you find an item missing from your order, please contact our Customer Service Team, who will have this investigated as quickly as possible.

I have received the wrong item in my order, what do I do now?

If you find an incorrect item within your order, please contact our Customer Service Team, who will have this investigated as quickly as possible.

What do I do if I receive a faulty item?

If you find an item is faulty upon arrival, please contact our Customer Service Team, who will have this investigated as quickly as possible.

Do I have to pay for UK delivery?

We offer several different delivery options which you can find the details about here .

Can I get free delivery to my home/work address?

We offer several different delivery options which you can find the details about here .

Do you ship Internationally?

Choose your location from the list below to find out more information on the delivery of your new shoes.

Europe

France , Germany ,Austria ,Belguim ,Denmark ,Finland ,Greece ,Ireland ,Italy ,Netherlands ,Portugal ,Spain ,Sweden

Rest of World

U.S.A ,Canada ,Australia ,New Zealand

Who delivers your shoes?

We use DPD for all our trackable services except Greece which is sent via UPS

How long does delivery take?

Choose your location from the list below to find out more information on the delivery of your new shoes.

Europe

UK, France , Germany ,Austria ,Belguim ,Denmark ,Finland ,Greece ,Ireland ,Italy ,Netherlands ,Portugal ,Spain ,Sweden

Rest of World

U.S.A ,Canada ,Australia ,New Zealand

How do I track my order?

As soon as an order has been despatched you will be sent an email to confirm this. The email will include a link to the shippers tracking page and a tracking number you can use to keep an eye on your new shoes. The shipper will also email/text you directly in regards to your shipment.

Do I need to sign for my delivery?

Yes, all direct deliveries will require a signiture upon delviery.

What happens if no one is available when the goods are delivered?

If you know you won't be available on the day of delivery, you can arrange to have your item re-directed or dropped at a local collection point, directly with the shippers. If you are not able to do this, they will leave a card to inform you they have attempted delivery, which you can use to arrange the re-delivery.

Can I change the delivery address on my order once it has been placed?

We will always try our best to do this where we can so get in touch as soon as you realise this is needed and we will advise if this is possible

I'm having difficulty with my delivery, what shall I do?

If you are having difficulty please contact us and will look into it with our couriers and assist with any issues.

Will I have to pay customs & import charges?

You may be charged for handling fees and taxes as your order passes through customs (for international deliveries - except for USA). Any charges on a parcel must be paid by the receiver as Hudson London has no control over these and we're afraid we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country

What is your returns / exchange policy?

You can find the full returns/exchange policy here

How do I make a return?

Should you wish to return any item: 

Please fill out the form enclosed in your delivery, mark the items you wish to return and select a reason code. Place this form back in your package and seal.

You can return your shoes for free using our Collect+ service (UK ONLY) Click here to download your free returns label and attach to the parcel before taking it to a Collect+ drop off location.

Alternatively you can attach the adhesive label from the invoice onto the parcel and take the package to your local post office. You will be charged the cost of returning the goods if you prefer this method.

All refunds will be made to the card originally used to purchase the goods.
Please be aware that whilst we aim to get your refund to you as quickly as possible, some card returns can take up to 30 business days for banks to complete, depending on their processing time. This can vary between card issuers and unfortunately we are unable to influence this.

Any returns received outside the 30 days are accepted at the discretion of Hudson Shoe Agencies Ltd.

My shoes are faulty... what do I do now?

If you find an item is faulty upon arrival, please contact our Customer Service Team, who will have this investigated as quickly as possible.

I bought my shoes from a stockist and have found a fault...what do I do now?

Please get in touch with the retailer, As the point of purchase they will always be the one to investigate this for you.

Do I pay for the cost of return? / Do you reimburse delivery charges for returns?

Delivery costs are not a cost we refund when a return is made.

When will I receive my refund?

All refunds are processed on receipt of the item.
While we do make all refunds immediately, some banks can take up to 30 days to reflect in your account and we are unable to do anything to influence this in any way.
Please check your bank statements / PayPal account after this time.

Can you confirm receipt of my shoes/ confirm refund?

We will always confirm any refund or exchanges via email and this will be sent as soon as it been processed.

I sent my shoes back, but I haven't received my refund/credit email?

Always allow 5 working days from the date of receipt for the refund to take place. If still nothing then please get in touch

What payment types do you accept?

We are happy to accept Paypal all major credit and debit cards including American Express.

Do you offer a discount for students?

We offer a 10% discount through the Student Beans, click here to read more - this code isnt valid with any other discount codes

How do I enter my promo code?

Once an item has been added to your basket, you are able to enter the promo / discount code within the basket page. Please note that codes cannot be used against a giftcard purchase.

Can I use more than one promo code?

When making a purchase, only one promo code is able to be used at a time.

Will I have to pay customs & import charges?

You may be charged for handling fees and taxes as your order passes through customs (except USA orders). Any charges on a parcel must be paid by the receiver as Hudson London has no control over these and we're afraid we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country

How do I buy a gift card?

You can purchase these on the Hudson website right here

Can I cancel a recently purchased gift card?

Yes, you can cancel this by contacting our Customer Service Team and get a refund within 14 days of purchase. Please ensure you supply your order reference number.

Can I exchange a gift card for an equal amount of cash?

Unfortunately not. Once you have been gifted an amount via our e-giftcard, this is non-returnable in exchange for a monetary amount.

What happens if I return an item bought with a gift card?

On the occasion that a gift card is used for payment this will always be re-credited to the gift card account upon a refund of a returned item.

Do I need an account to make a purchase?

No, you can make a purchase as a guest which means does not require registration, however you do have an option to register an account with us which will allow you to store delivery and billing addresses for future orders (therefore a quicker checkout). By registering an account you will also have the benefit of viewing your past orders with us!

Why should I set an account up with Hudson?

Its always best to have an account set up with us as it makes for an easier purchase in the future and allows us to keep in touch with our account holders in regards to any exclusive promotions or designs - we also class you as a VIP!

How do I create an account?

During checkout, you will be asked whether you would like to create an account, or checkout as a guest - the account signup process is fast and easy

What do I do if I have forgotten my password/log in details?

Located below the sign-in boxes, is a link 'Forgotten your password?' select this and you will be taken to a new screen and asked for your email address. Once entered, you will shortly receive an email with a new password to log in and away you go!

How do I sign up for the Hudson newsletter?

You can sign up to the Hudson newsletter in a number of ways, either by the "connect" tab at the top of each page, via the footer sign up form, either during checkout and finally, by clicking here

Will my details be kept private?

Of course, consider us your best friend! We will never share or trade your details with any other companies and we do not store your card data. This does mean that you will need to enter your card details every time you place a new order.

What is "save for later"?

This feature allows you to add items to your wish list which if you’re an account holder you can access later to finish your browsing or shopping

How can I stop from being sent your emails?

You can unsubscribe by using the unsubscribe link on the bottom of any email we send , alternatively get in touch directly.