FAQ's

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.

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

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 register your interest using the link on the product page and when the size next becomes available you will receive an email notification.

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.

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 Aftercare page for tips and hints along with some Hudson London products that can be used.

What are the differences between the finishes of the leather?

The leather in most occasions are the same but its how they are finished that differs

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 page.

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 your order confirmation, please first of all check your junk mail. Sometimes they 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 we are not able to amend an order once it has been placed.

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

Our warehouse work quickly to get your items to you as fast as possible, therefore 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 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. We work hard to keep these to a minimum but 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 us, so we can investigate this for you as quickly as possible.

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

If you find an incorrect item in your order, please contact us, so we can investigate this for you as quickly as possible.

What do I do if I receive a faulty item?

If you feel you have a faulty item, please contact us, so we can investigate this for you 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 in the UK?

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

Do you ship Internationally?

We now deliver all over the world so check out the page below for more information

Delivery Page

Who delivers your shoes?

We use DPD for our UK service 

International Delivery

We partnered with Global-e, a third party service acting as your seller-on-record, so you can buy and ship your Hudson Shoes products to over 100 destinations worldwide!

When you buy your Hudson Shoes products from Global-e, you will see that your payment method is charged by **Global-e// Hudson Shoes**,

and the purchase is subject to Global-e’s Terms and Conditions and Privacy Policy (which will be clearly presented in checkout before you place the order).

You can contact Global-e at service@global-e.com or send them a letter to 45 Leather Lane, London EC1N 7TJ United Kingdom

How long does delivery take?

Check out the delivery page for more information on how long it will take to get your hands on your new shoes

Delivery Page

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.

Do I need to sign for my delivery?

Yes, all direct deliveries will require a signature upon delivery.

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

The shippers 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 with a UK ORDER please contact us using our contact form

For all International customers please email: hudsonshoes@global-e.com.

Will I have to pay customs & import charges?

Some locations may be charged handling fees and taxes as your order passes through customs but this will be made clear to you at the check out stage if its something that will effect your order.

What is your returns / exchange policy?

You can find the full returns/exchange policy here

I bought my shoes from the Hudson London website and have found a fault...what do I do now?

If you feel there is a fault with your shoes, please get in touch using our contact form. choose complaint from the dropdown and ensure this is fully completed. Once received, we will be in touch within 24 working hours. Should you be asked to return your shoes, please follow the above return procedure.

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

Always return to the place of purchase. Your receipt acts as your contract with the retailer. They will need to examine the shoe to see if they deem the issue a manufacturer fault. At which point, it is at the retailer's discretion as to whether they offer an exchange, repair or refund. Each of our stockists has its own returns policy, so you will need to check this when making the purchase.

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

You can find the full returns/exchange policy here

When will I receive my refund?

All refunds are processed at the same piont in time as the return is processed.
While we make all refunds immediately, it can take up to 10 days to reflect in some bank accounts.
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 the shoes arrive back with us 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?

Some locations may be charged handling fees and taxes as your order passes through customs but this will be made clear to you at the check out stage if its something that will effect your order.

How do I buy a gift card?

Gift cards are only valid for UK customers at present and you can purchase these 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.