FAQ

Who are Herring Shoes?

Herring shoes is a family business which was started in 1966 by the father of current Product Director Adrian Herring.
HERRING SHOES Ltd Registered Company Number: 3919412 VAT number 742 4261 50
Registered Office: Herring Shoes, Old Station Yard, Kingsbridge, Devon, TQ7 1ES
Managing Director: Jason Simmonds

Internet enquiries +44 (0) 1548 854886

E-mail: info@herringshoes.co.uk
Website: www.herringshoes.co.uk

Trading Addresses:
Old Station Yard, Kingsbridge, Devon, TQ7 1ES +44 (0) 1548 854886

How do I contact you?

Our offices are open Monday to Friday, 8:30am to 5pm UK time, with the exception of public holidays.

For a full list of contact options, see our contact page.

How do I make a complaint?

Please contact us in any of the ways listed on our contact page, including your order number. We pride ourselves on our customer service and want all our customers to be happy with their purchases, and will work with you to resolve any issues to the best of our ability.

Returns Exchanges and Refunds

If you are not completely satisfied with the items you have purchased, you can return them for a refund or exchange. Please read the following information carefully.

Please note that all refunds will be minus the cost of outward postage.

In all cases please ensure the following:

• If you are in any doubt please call us before returning an item.
• The items AND box must be returned in the same saleable condition as received. Shoes will not be accepted where there are signs of wear on the sole. We suggest trying shoes on carpet only.
• Please contact us within 30 days of receipt of your goods if you intend to return them. We reserve the right to provide a gift voucher in place of a refund if goods are not returned within 30 days.
• We cannot accept parcels that incur duty without recovering the duty from you.
• Customers are responsible for returning any items and paying any associated costs where a free return option has not been specified.
• If you are missing your Returns Form, please contact us and we will be able to help.
• Please note that any returns received without an exchange/refund form or any paperwork will be processed as a refund.
• If you return a purchase which was accompanied by a free promotional item or items (eg, a pair of free shoe trees) then please note that you must also return the free item. We reserve the right to charge for any promotional items which are not returned.

Refunds for products purchased using a gift voucher

In cases where the product being refunded was paid for or part-paid for using a Herring Shoes gift voucher, we can only provide a refund of the voucher amount in the form of another voucher. No cash refunds for voucher-funded purchases will be made.

Sizing

Shoes that are made to fit the same size foot will vary in physical size due to differences in last (shoe) shapes. For this reason we cannot measure shoes to fit your feet.

If you are unsure we would suggest purchasing a low-cost returns label, you will see this option in your checkout when placing your order.

This is a size guide based on our experiences working with customers from all over the world. Although we are confident of it’s accuracy, there can be anomalies and for this reason we cannot guarantee the conversion will always be correct.

What is the fit?

The FIT is the width across the foot. The wider the fit the more internal volume of the shoe.

Here we show you the equivalent fittings and sizes using English, American and European sizes.

Soles

Goodyear welted leather sole
This is what Northampton manufacturers are traditionally known for. The sole is stitched to a welt which means the shoe gives great comfort and excellent shape retention.
Welted Rubber soles
This is similar to the “Goodyear welted Leather sole” construction except the sole material is rubber giving harder wear and better water resistance.
Leather Sole Rubber Fore Part
This gives all the benefits of a leather sole but the added flexibility and durability of a rubber fore part.
Cemented Leather Sole
A construction using specialised adhesives in place of stitched welts to bond the upper to the sole. This gives lightness in weight and appearance that the welted construction cannot.
Moccasin Construction
This provides a very light flexible and comfortable shoe. A bag of leather is formed by hand stitching an apron and the sole is then stitched or glued to the upper.

What is a second?

This is a shoe which during close inspection at the factory has failed to meet the manufacturers high standard of quality control. The most common reasons being;
Growth Marks
These are naturally occurring flaws in the leather which are generally accepted by many shoe manufacturers as being a unique part of the material of their trade.
Human Error
Owing to the 250 individual hand operations that are involved in producing each pair of traditionally handmade shoes it is inevitable that the occasional shoes may incur slight damage on their 8-10 week journey through the factory.
The minor faults outlined should in no way effect the comfort, fit or life expectancy of the shoes.

We check all deliveries and only shoes which are to a high standard are listed on the site. Shoes which have more noticeable blemishes are sold in our Factory shop where customers can see the flaws before purchasing.

What does Polished or Calf mean?

Leather uppers come in different finishes although the raw product is very similar.
Calf Leather
This is a leather which has been dyed to attain its colour and is generally the best quality of leather for shoes. The finish is soft and has somewhat less of a shine than polished leather finishes and the shoe will feel supple to wear.
Polished leather
Polished leathers are treated to give a high shine appearance and are also often known as corrected leathers. The treatment they are given to make them shine can give an initial firmer feel to the shoe. Due to the extra covering given to the leather small imperfections are covered up. This means that less expensive leather skins can be used so you will often find that polished shoes are cheaper than a calf leather equivalent.

How do we use your country information?

By selecting your country we can:

• Show an accurate estimate of the price in your own currency as a guide.
• Please note that you will pay the GBP amount shown in the basket.
• We can only take payment in GBP.
• Show the correct price for the items in your country in GBP (ex VAT outside EU).
• You may notice that the GBP prices vary by country. This is because we support our manufacturers by adhering to the worldwide prices they set.
• Currently the prices displayed do not include any duties that may be payable in your country and for which you will be liable.
• Give you relevant shipping costs and an approximate delivery time

Repairs

Many shoes can be repaired at the factory on the original last. If you have any enquiries about this service, please contact customer services.

What is a lining?

The Lining is the material used on the inside of the shoes which rests against the foot during wear.
Full Leather lining
This is regarded as the best finish to have, the complete interior of the shoe is lined with leather which gives comfort and absorbs the moisture given off from the foot during wear.
1/2 Leather lining
The fore part of the shoe has a cotton or linen lining and from the waist of the shoe back to the heel is leather.

What is an insole?

The Insole is the part of the shoe which the foot presses down on during wear.
Full Leather Insole
This is regarded as the best to have, the leather insole absorbs the moisture given off by the foot in wear and can dry between being worn to be absorbent again. The leather also moulds to the individual shape of the foot to give comfort and support
Comfort Insoles
The insole is similar to a leather insole but a section of the fore part is removed and an orthopaedic insert is added and then covered with a leather lining. This means the shoes is instantly more flexible and gives maximum comfort under the ball of the foot.
Man-made Insoles
The insole is not leather which means moisture is not so easily absorbed. This should not cause issues unless the wearer suffers from hot feet in which case leather is more advisable.

What is a last?

The last is the foot shape that the shoe uppers are pulled over and secured to during manufacturing to obtain the shape.

The lasts are given numbers or names to denote their individual characteristics such as toe shape and width, depth etc. Traditional lasts are made from wood but now they are more commonly made from plastic.

What are the delivery times and postage costs?

We are proud to work with DHL for our deliveries worldwide or mail providers such as Royal Mail. Please be aware that all delivery times stated are guides only and we shall not be liable for any costs incurred for late delivery.

Most of our shoes are despatched using DHL and you can track the parcel's progress by logging into your account at Herring Shoes, viewing your orders and clicking the DHL link for the order you are tracking.

We also e-mail you the tracking number so you can watch your order progress using DHL’s state of the art tracking system at www.dhl.com.

Please be aware that we use tracked delivery services due to the value of most of the items we ship, therefore we require a signature/identification on delivery. If you want a parcel left unattended at your property, we may be able to help, but you must be aware that once the item is scanned by the delivery driver as delivered we will not be liable for any loss. This means that, although we will ensure the item is delivered by the driver, we cannot accept any responsibility if the parcel is missing or damaged. We would always recommend signing for the item personally.

Please note Jersey and Guernsey are not in the UK but are Crown dependencies. It may be best to choose Royal Mail as a cheaper option.

Delivery Costs

UK orders

Free delivery when you spend over £150. Free delivery and returns when you spend over £300.

For UK orders under £150, DHL Express delivery with a Royal Mail return label is £9.00 for customers on our mailing list, or £10 otherwise. Royal Mail delivery without a return label is £5.00, and Royal Mail delivery with a Royal Mail return label is £10.00.

Overseas orders under £300 on full price items

Lower rates may apply for orders of small items - check your basket for details.

Overseas orders over £300 on full price items

For all overseas countries, delivery will be free if you spend over £300 on full price items, and returns will also be free if you spend over £300 on full price items.

Fully landed prices have free DHL delivery. If you choose the non-standard option of Royal Mail delivery a charge may apply.

PLEASE NOTE: for some countries we will be unable to offer a returns service - if this is the case we will contact you to make other arrangements.

Delivery and returns are ALWAYS FREE for members of our Cordwainer Club.

Royal Mail

If you select the non-standard option of a Royal Mail delivery service you may have to pay different amounts to those shown above, depending on what country you are in and what products and quantities you are ordering. In all cases the delivery will be clearly displayed in your basket before you are asked to provide any personal information.

Delivery Times

UK orders via DHL are normally delivered next working day if the shoes are in stock and the order is placed before 1pm. Herring shoes are always in stock but other brands may not be. If your order is urgent please call us and check availability before ordering. Europe is normally 3-6 days from date of despatch and outside Europe is normally 3-6 Days from date of despatch.

Customs and TAX

Please note that orders from NON-UK countries have 20% tax deducted at source when you select the country of delivery on our site.

For some export countries, we offer fully landed prices which include taxes and duties.

For some other export countries, we offer the facility to pre-pay duty, taxes and associated fees. Quotes given for this service are based on industry-leading export expertise, but we do not guarantee that what you pay will be the same if you choose not to use this service.

If a transaction is not fully-landed, and you have chosen to pay duty/taxes yourself, then duty/taxes and any associated fees are not Herring Shoes responsibility and we cannot guarantee to refund any shoes that are returned due to non-payment by the customer of customs duties, taxes or fees or refusal to accept a shipment. We may be able to provide a refund minus delivery and duty/taxes cost in such situations, but this is at our discretion and we cannot guarantee this.

In the event of replacements or repairs being sent to non-UK countries no duty is normally charged.

Please read the section above regarding returns, exchanges and refunds for additional information.

Will you deliver to an address that is not my Card holder address?

Yes we will on most occasions. We may sometimes, however, have to insist that an order is delivered to the registered card address as a way to mitigate fraud which is at our discretion.

Free Delivery Offers

We are able to offer free delivery to some countries but there are some limitations that apply so please read these terms and conditions carefully.

How do I pay?

Ordering through the web site uses advanced TLS security technology and is safe.

For payment we accept;
Visa
Mastercard
AMEX
JCB
Discover
Paypal
Amazon Pay
Apple Pay
Google Pay
Klarna

We use industry standard 256 bit TLS secure server technology to keep all the details you send over the internet safe.

Herring Shoes may contact your bank and the relevant authorities if we suspect any card details or transaction to be fraudulent. This may delay orders but is carried out in the interest of Herring Shoes and the genuine card Holder.

Cheque
Since the introduction of Paypal we are no longer able to accept payment by cheque.

Bank transfer
Since the introduction of Paypal we are no longer able to accept payment by bank transfer.

When will I pay?

We first make sure the shoe is in stock. We then call off the funds from your bank when the shoes are sent out and e-mail you a receipt. It is important to note that even if we do not call-off the funds, due to an item being out of stock, the bank will still earmark the funds for us. In this case it can take 3-5 working days for this process to be reversed if we cancel the order for you. This does not mean that we have taken the money, nor is the delay due to our systems so please be patient.

Paying with Klarna

We are pleased to be able to offer payment via Klarna. Klarna allows customers to buy now and pay later using one of 2 different methods. Please see Klarna's FAQs here.

How do I stop your adverts?

We use a marketing company to provide targeted adverts to you if you have browsed our website. The adverts are not intended to annoy so we have created a guide to stopping unwanted adverts to help any customers who wish to suppress them.

How do I stop your emails?

We are conscious of not annoying our customers with too many emails - on average one to two per month plus occasional reminders if we are running a promotion. In the unlikely event that you want to unsubscribe, every email we send has a link at the bottom allowing you to unsubscribe in a couple of clicks. You will miss out on priority notification of sales if you are not on the list. Please see our section on GDPR if you are concerned about your data privacy. Our site has always operated on an explicit opt-in basis.