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FAQ (Frequently Asked Questions)
Welcome to the Suave Shoes Frequently Asked Questions page. We hope this page will answer any query you may have about us and our products.
If you have a query that is not answered on this page please contact us using our contact form or call us FREE on 0800 6199 880. Telephone lines are open Mon-Fri 9am-4.45pm (excluding public holidays).
OUR BRANDS
Who are Suave Shoes?
Suave Shoes are a wide fit footwear brand, manufactured in Portugal and distributed in the UK by Oakley Healthcare, a well established family business based in Northampton, Northamptonshire, UK. Shoes with the Suave brand offer wide fit shoes, boots and sandals for ladies, in width fittings E and EE.
BUYING FROM Suave
How can I place an order?
You can place an order either online at shoesbysuave.co.uk, by telephone FREE on 0800 6199 880 (Mon-Fri 9am-4.45pm), or by post using an order form from one of our Mail Order brochures.
Alternatively, if you would prefer to try your footwear on before you purchase, you can visit one of our independent stockists nationwide. Please call us to find your nearest store.
How much do you charge for postage and packaging?
UK Delivery
For all in stock orders placed before 1pm (Mon-Fri) we aim to despatch your goods the same day. Standard delivery in the UK is a Royal Mail 48 Hour service.
Please note, standard deliveries can take up to 7 working days to be delivered, depending on exact delivery location and delivery capacity of Royal Mail network.
For full list of delivery options, please see the table below:
| UK Royal Mail 48hr | £3.95 |
| UK Royal Mail 24hr | £5.95 |
| UK DX Courier Next Day* | £8.95 |
| UK DX Courier Next Day Pre12 Delivery* | £12.95 |
| Worldwide/Non-UK | £15.00 |
Next Day Delivery Options
We offer next working day or next working day delivery before 12pm (midday) for all orders received by 12pm (midday) Monday to Friday. Delivery cannot be guaranteed at weekends or Bank Holidays, and the delivery will be made on the next working day.
UK Returns
UK delivery includes FREE returns (within 14 days) and FREE exchanges (no carriage charges on replacement items within the UK). Please use the returns label included in your delivery parcel.
* Delivery cannot be guaranteed at weekends or on Bank Holidays. Delivery will be made the next working day.
EU / Worldwide Delivery
Please call us on 0800 6199 880 if you would like to place an order for worldwide despatch. We cannot guarantee that we will be able to despatch to every country. Standard Worldwide, 14-21 Days £15.00
EU / Worldwide Returns
Returns accepted in perfect condition charged at customer's own expense:
SHOES BY SUAVE, OAKLEY HOUSE, MONKSPOND STREET, NORTHAMPTON, NN1 2LF, ENGLAND
How do I get free returns and free exchanges?
If you have to return your shoes for an exchange or refund, please follow the instructions in the Invoice/Returns note that comes with your order.
Returns for refund or exchange are FREE within 14 days within the UK using our returns service. Simply use the free returns label provided with your order and take your package to your nearest Post Office for them to be returned to us at no additional cost to you.
There is no carriage charge on replacement items within the UK. Returns and exchanges from outside the UK are charged at customer’s own expense.
Products purchased from one of our independent stockists must be returned to the shop where you purchased the shoes for refund or exchange and will be subject to returns policy of the individual store.
How can I find a local Suave stockist?
If you would like to try on a pair of Suave shoes before making a purchase, Suave Shoes can be found in independent retailers around the country.
To find your nearest stockist call us FREE on 0800 6199 880.
How can I receive your latest brochure?
Suave Shoes produce seasonal Wide Fit Footwear Mail Order brochures between two and four times per year.
If you would like to be added to our mailing list to receive our current latest brochure or to download a PDF version of our current brochure please click here.
Alternatively, call us FREE on 0800 6199 880 (Mon-Fri 9am-4.45pm) to request a brochure.
How long do orders take to arrive?
For all in stock orders placed before 1pm (Mon-Fri) we aim to despatch your goods same day. Standard delivery is a Royal Mail 48 Hour service. Please note, standard deliveries can take up to 7 working days to be delivered, depending on exact delivery location and delivery capacity of Royal Mail network.
If your order is urgent, we are able to offer a Next Day and Next Day Pre-12 delivery service for an additional cost. Please click here for further information.
To enable us to be efficient, we hold large stocks of all styles, colours and sizes. If customer orders are particularly high, however, we may occasionally run out of stock. If this happens we will contact you to advise you when your shoes will be available.
What is your no quibble guarantee?
Each pair of shoes we sell undergoes a strict quality control procedure before they get to you – and we know you’ll be delighted with them.
If, for some reason, you are not completely happy with your shoes, simply return them straight back to us in perfect, unworn condition within 14 days of purchase for a ‘no questions asked’ replacement or refund.
Returning items to us does not cost you a penny in postage costs using our FREE returns and exchanges service.
SIZING AND MEASUREMENT
What is the difference between UK and continental sizing?
Styles on our website are listed in continental and UK footwear sizes.
To understand the comparison between the two sizing methods please take a look at our comparision chart here:
Shoe Size Comparision Table
SPECIALIST FOOTWEAR FEATURES
What is touch fastening?
Velcro touch fastening straps offer almost infinite adjustment possibilities across their range.
Suave styles are designed with long touch fastening straps for maximum adjustment for those with swollen feet and ankles. Suave do not produce extension straps.
What is a lace-up fastening?
A lace-up fastening is the traditional method of fastening shoes using shoe laces.
Lace-up shoes offer precise adjustment across the top of the foot and can be loosened or tightened as necessary if your feet change shape throughout the day.
What is a removable, washable insole?
All of our shoes and boots and some of our sandals include a removable, washable insole for hygiene.
The anatomical insole can be removed and washed at a maximum of 30 degrees Celcius to keep your footwear looking and smelling fresh. Please allow insole to dry naturally.
BUYING ONLINE
What are Suave Points?
Suave Points are the online loyalty points scheme from Suave Shoes earned and spent online at shoesbysuave.co.uk
At Suave Shoes we reward you for every £10 you spend with us online. You can then spend these points on future online purchases to save money!
We are sorry, but Suave Points cannot be earned or redeemed on Mail Order or Telephone orders.
How can I earn Suave Points?
To earn Suave Feather Points you must create an online customer account with us at shoesbysuave.co.uk. This will setup your account and earn you 20 points to start you off.
Earning Suave Points online:
- Register an online account at shoesbysuave.co.uk – 20 points
- Buying products online at shoesbysuave.co.uk – 10 points per £10 spent (calculated on ex-VAT price of product only)
What are the value of Feather Points?
- 1 Suave point = 5p
- 100 Suave points = £5.00
Please note: Suave points have no cash value except when redeemed against online purchases from shoesbysuave.co.uk
How do I spend Suave Points?
Redeeming Suave points is easy and is carried out in the shopping basket. Simply select the amount of points that you would like to redeem with your purchase. The discount will be displayed in the order summary.
Please note: you must be logged in to shoesbysuave.co.uk to earn and redeem your Suave Points.
Do you have any special offers currently available?
From time to time we may reduce the price certain styles or colours for a limited time. The perfect time to pick up a bargain!
Any styles with currently discounted colours available will include a "SALE" tag next to the product listings.
We hope this page has answered any queries that you may have about us and our products.
If you have a query that is not answered on this page please email us at orders@shoesbysuave.couk or call us FREE on 0800 6199 880. Lines are open 9am-4.45pm Mon-Fri (excluding public holidays).
