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      FAQ's

      PURCHASE

      HOW DO I PLACE AN ORDER?

      Making a purchase with CHURCH’s is easy. From the e-store menu you can browse our new arrivals or select a specific product or collection category. Use the filters to refine your search further by selecting styles, colours, materials and lasts.

       

      Once you have added the items to your shopping bag, you can verify your selection, modify it and proceed to checkout. To complete your purchase, simply enter the requested data and review your selection before proceeding to confirm your order.

       

      You may also place an order on the CHURCH'S website by logging in through the My Account section.

      WHAT IF I CAN’T FIND THE ITEM I’M LOOKING FOR?

      Church-footwear.com offers a wide selection of products from both our core and seasonal collections and the catalogue is updated regularly with new arrivals.

       

      If the item you are looking for online is not currently available, you can contact customer service by email at client.service.eu@church-footwear.com or by telephone at 0800 1873 0000, stating the item code, product name and size and a member of our team will be happy to help you locate the item you are looking for.

      HOW DO I KNOW IF AN ITEM IS IN STOCK?

      All items are in stock unless they are marked "Out Of Stock" on each individual product page. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.

      WHAT ARE THE BENEFITS OF REGISTERING FOR AN ACCOUNT?

      You can check out as a guest on our website. However, by creating an account with CHURCH'S you will be able to enjoy the following benefits through your account:

       

      ●       Track your orders and review past purchases

      ●       Request a return directly from your account

      ●       Save items to your Wish List

      ●       Be notified when new stock arrives

      ●       Manage your account details, order history and email preferences.

       

      As part of the Prada Group, if you create an account with CHURCH’S, you can use the same login information when purchasing online from other brands within the group.

      WHAT PAYMENT METHODS DO YOU ACCEPT?

      We currently accept both PayPal and all major credit cards as indicated at checkout.

       

      CHURCH'S is continuously improving the ecommerce service and will be happy to receive suggestions for alternative payment methods.

      WHEN WILL YOU DEBIT THE MONEY FROM MY ACCOUNT?

      The order total will only be charged after we have verified your card details, confirmed availability of the products and prepared the order for shipping.

       

      You will be charged in the same currency as the prices displayed at checkout. The order total includes any shipping costs, taxes and duties of which will be detailed in at the checkout.

      IS IT SAFE TO USE MY CREDIT OR DEBIT CARD?

      Church-footwear.com features the most advanced security systems to protect your payment details, guaranteeing absolute security for all transactions.

      HOW DO I KNOW MY ORDER HAS BEEN SUCCESSFUL?

      After clicking the ‘Buy’ button and confirming your order, the payment will pass through a security check. On successful completion of these checks, an order acknowledgment will be sent to both CHURCH'S and to the email address provided on your order form.

       

      Once the order has been dispatched you will receive a shipping confirmation with details on how to track your delivery with DHL. 

       

      The order will be confirmed only when CHURCH'S sends a confirmation email to the email address indicated on the order form. The email will contain a confirmation and summary of the order, such as: product description and information as well as the total price of the order, including taxes and any shipping costs.

      CAN I MODIFY MY ORDER?

      For security reasons, we cannot change the items in your order or the shipping. If you notice any mistakes in the information provided, please contact our Client Service department.

       

      If you would like to cancel your purchase, please contact us as soon as possible. Once the order has been prepared for shipping, delivery can no longer be canceled. However, you may still request a return by following the instructions in the “Returns” section.

       

      Before confirming your order form, you must read and agree to the General Terms and Conditions published on this website, saving them on your device or printing them.

       

      If you do not receive an email acknowledging your order within 24 hours from completion, please contact us to verify if the order was correctly received. 

      SHIPPING

      HOW & WHEN WILL MY ORDER BE DELIVERED?

      CHURCH’S work with DHL to deliver fast, secure transit of all orders. If the item(s) is(are) available we aim to deliver your items within 2-4 business days from the moment the order confirmation e-mail is sent by CHURCH’S. Once the package is shipped, you will receive a confirmation and a separate email from DHL with information on how to track your delivery.

       

      In some cases, items may not be readily available at the dispatch point and may need to be requested from another location. In these instances your order may take longer to reach you but we will endeavour to contact you should this cause further delay.

       

      Please be reminded that the courier delivers during business hours, Monday to Friday. As the courier will require a signature, we recommend you choose a shipping address where you or someone you trust is available during the day. 

      WHAT IF NO ONE IS PRESENT TO SIGN FOR THE PARCEL?

      In the event that nobody is available to sign for the package, DHL will leave a notification and a contact number for you to contact them to reschedule the delivery. If you require any additional assistance, please don’t hesitate to contact our Client Service team.

      HOW MUCH WILL I PAY FOR DELIVERY?

      CHURCH'S offer free delivery and returns with DHL for orders over €50. Below this amount the shipping cost will be €10 respectively.

      CAN I COLLECT MY ORDER IN STORE?

      Orders placed online may be picked up directly from one of our stores. To select this option, please choose the ‘pick up in store’ option at the checkout.

       

      Once the merchandise is available for pickup, you will receive a notification e-mail to present at the store upon collection, along with a valid form of photo identification.

       

      The merchandise will be available for 14 days after the notification email is sent. If after 14 days the item has not been collected, we reserve the right to cancel the sale by giving due notice and reimbursing the amount paid.

      CAN I TRACK MY ORDER?

      All orders placed on church-footwear.com are trackable.

       

      A DHL tracking number will be assigned to your order as soon as it is shipped. You will receive an email with the tracking number and a link to track the package. You can also access this information here.

      WHICH COUNTRIES DO YOU SHIP TO?

      From the UK website, orders can only be shipped to the UK. 

      DO CHURCH’S SHIP TO PO BOXES?

      Unfortunately, as all shipments require a signature authentication upon delivery, we are unable to deliver to PO Boxes or to general delivery addresses.

      WHAT PACKAGING WILL MY ORDER BE DELIVERED IN?

      All footwear orders from CHURCH'S will be packaged inside our custom made shoe boxes, tied with a ribbon and placed within a brown CHURCH'S bag. This is then placed inside an unlabeled black shipping box which is padded to further protect your order during delivery. All other items will be packaged in a similar way.

      IS MY PACKAGE INSURED?

      Every purchase from CHURCH'S will be insured from the time it is dispatched from our warehouse or store to the moment it is delivered to you. Every order delivered will require a signature of receipt and this signature will signify successful delivery and fulfilment. Once your item is delivered and signed for, the responsibility of these goods passes to you and CHURCH’S will no longer be responsible in any way for the delivered items. 

      RETURNS

      HOW CAN I RETURN AN ITEM?

      We hope that you are delighted with every order you receive from CHURCH’S, but if for any reason you are not satisfied with the items purchased on our website, you may return them free of charge within 28 days from delivery. You must notify us if you wish to cancel your order or return any items within 14 days from the day of receipt, and return such items within a further 14 days.

       

      We recommend reading our Returns Policy before requesting a return.

       

      To initiate the return of your items please follow the steps below:

       

      1. Log into the dedicated returns section of the website and enter your order number and email associated with the order.
      2. Select the item(s) and quantity you wish to return and choose your reason for return from the options provided.
      3. Once you have received the Return Request approval email, place items into the box and seal securely affix the prepaid shipping label to the outside of the package. You will need to give the waybill to the delivery driver.
      4.  To arrange a free collection at your convenience please email church.it@dhl.com (cc’ing client.service.eu@church-footwear.com) specifying your pick up address, telephone number, collection date and time and your collection will be booked for you. You will receive an email from DHL confirming the pick-up details.

       

      You will receive an email confirmation once your return has been processed successfully.

      CAN I EXCHANGE AN ITEM?

      At this time www.church-footwear.com is unfortunately unable to accept exchange requests. Please request a return and create a new order for the replacement item.

      HOW LONG WILL IT TAKE TO RECEIVE A REFUND?

      Once the package is received, we will verify the condition of the items before accepting your return and authorising the refund.

       

      The refund will be issued directly to the same credit card or other payment method used for the original purchase, and in the same currency, within 14 days from receipt of the returned items.

       

      We will send you a confirmation email as soon as we have authorised the refund. The duration in which the refund amount will appear in your account is subject to the conditions of the payment method used.

      WHAT ARE THE CONDITIONS OF RETURN?

      The items must be returned in the same condition in which they were delivered. Please make sure that they are intact and complete, never worn, used or damaged in any way and that they are returned in their original package with all tags attached. In case a product was provided with a security tag, the return of this product will not be accepted if the original security tag has been removed, broken or damaged.

       

      For any further information regarding returns are detailed in our Returns Policy. We recommend reading this before requesting a return.

      PRODUCT

      HOW DO I KNOW WHICH SIZE TO CHOOSE?

      Although CHURCH’S has its own size scale, we show sizes on each product page relevant to the size for the country or region you are accessing the website from (e.g Italy sizing for the Italy site). You can also view our size conversion chart. Most of our shoes are found in both full and half sizes.

       

      CHURCH’S men’s shoes are sized by both length and width. While the length measurement for our shoes follows general shoe sizing, the precise width measurements can vary between lasts used, therefore we group these into three widths from standard to wide: F, G, H.

       

      For a more comprehensive explanation on how to find your perfect fit please view our Size & Fit Guide.

       

      We offer free returns on all items bought on www.church-footwear.com so, if in doubt, we always recommend ordering multiple sizes to try on at home.

      WHAT IS A LAST AND WHY IS IT IMPORTANT?

      A last is the solid structure on which the shoe is constructed around.  The last gives the shoe its shape and fitting properties and will also give the shoe a specific heel height, toe shape, width and size.

       

      The majority of our shoes are made on a last, each of which is identified by a number. If you find your perfect pair of CHURCH’s and love the shape and fit, you may want to purchase your next pair by choosing a style crafted on the same last. 

       

      We have a number of popular last shapes, some of which have been around for decades. For a more comprehensive explanation on lasts please view our Last Guide.

      WHAT IS A GOODYEAR WELT?

      The Goodyear Welt is synonymous with quality handmade English shoes. A time consuming construction process, it involves sewing a welt (strip of leather) between the upper and insole and then into the sole. This helps prolong the life of a shoe by preventing water penetration and allowing for repeated resoling, thus lengthening the lifespan by years or even decades.

       

      CHURCH’S is famous for it’s Goodyear welted construction which it has been using for over a hundred years and the majority of our shoes are made in our factory in Northampton using this method. The construction type is stated within the ‘Product Details’ section of each dedicated product page on our website. 

      HOW DO I LOOK AFTER MY CHURCH’S?

      A pair of CHURCH’S can last years or decades, depending on how well you care for them. Although we can fully refurbish the soles of your Goodyear shoes, we cannot replace the uppers which is why regular cleaning and polishing is important.

       

      A few key steps can prolong the life of your CHURCH’s, we recommend:

       

      ●       Avoiding wearing your shoes in bad weather, try to keep them dry

      ●       Rotate your pairs, allow time for them to dry before wearing again

      ●       Using a shoehorn to put your shoes on

      ●       Inserting a shoe tree as soon as your take off your shoes

      ●       Cleaning and polishing your shoes every two to three weeks

      ●       Preventing soles from becoming completely worn down - we won’t be able to repair them

      ●       Storing them in their original box, away from light and dust

       

      For a comprehensive guide on caring for your shoes, please view our Shoecare Guide.

      CAN YOU REPAIR MY CHURCH’S?

      CHURCH’S is famous for using the Goodyear construction, which because of the presence of the welt, allows for easy refurbishment. We recommend our Goodyear welted shoes be sent to our Northampton repairers for a full service - they’re the experts after all.

       

      Some of our more streamlined styles and our women’s shoes may be constructed using a Blake stitch, which means only the soles and heels can be replaced. As we cannot guarantee a perfect outcome, we unfortunately don’t offer a repair service for Blake stitched shoes or sneakers.

       

      If shoes have been previously repaired by an unauthorised third party, we will be unable to offer a repair.

      For more information on our repairs service, please view our Repairs page. 

      WHAT IS THE STORE APPOINTMENT SERVICE?

      If you’re new to CHURCH’S or simply need a little help in choosingthe right size, fit or style for you and can’t find the information you need on our website, we recommend making an appointment with a team member in your local store. 

       

      During the appointment, a member of the store team will take you through our collections, talk to you about CHURCH’S heritage, the craftsmanship required to create our shoes and help you to find the perfect style, size and fit to suit your requirements. 

       

      To book an appointment please click here.

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