Frequently Asked Questions

When you’ve placed your order, you’ll get emails at each of the following stages:

1. Order Confirmation - this lets you know we've received your order.  Please check this email to ensure details such as size, colour, delivery address etc are correct.
   
2. Dispatch Confirmation - this confirms that your order is on its way to you with your tracking information inside.

If you receive an order confirmation email then your order has gone through successfully. If you did not select the size required or selected the wrong size, please contact us ASAP.  If you aren't sure or need some help, contact Customer Services.  If you are having general problems ordering online or do not wish to enter your card details online, you may call us on 0116 326 1099 and we will be pleased to help.

You are not able to amend the address of an order once placed. If you wish to alter your address, you must request to cancel your order and then place a new one with the updated details. We are able to amend certain details before dispatch, so if there is something you wish to change, please get in touch as soon as possible. 

Yes, you can ask for your order to be delivered to an address that is different to your home address when you go through the checkout process. Please ensure your "billing address" is the same address as to which your payment card is registered.  We reserve the right to ship to billing address only where we feel there are inconsistencies in information provided to us.

As well as the UK mainland, we can deliver to the Scottish Highlands & Islands, Northern Island, Isle of Man, Isles of Scilly & the Channel Islands. If you place an order for delivery outside the UK Mainland you should allow a little longer for it to arrive.

We deliver to over 40 countries around the world and hope to add more soon.  If you cannot find your country listed at checkout, please email us and we will let you know if your country can be added.

It all depends on the item you are purchasing.  Generally, more expensive items usually require a signature.

If your item was sent via Royal Mail, you should have been left a "red" card.  You may rearrange a delivery date, collect from your post office or collect from your local sorting office.  You will need to follow the instructions left on the calling card from the Royal Mail.

We also allow you to nominate a safe place when checking out.  A safe place is a nominated safe area that your parcel may be left at in the event that you are not in to accept delivery.  Please note leaving your parcel in your designated safe place is at the discretion of the delivery driver and at your own risk.

If your item was sent by courier (Parcelforce/DPD/TNT) and you were not in to receive the item, the courier will leave you a card.  You can rearrange your delivery online or have the item delivered to your local post office where you can collect at your convenience.

We hope you will be happy with every product you buy from STB, but if you want to return anything for any reason, we’ve tried to make it as easy as possible.

You can return anything you've bought from our website, provided you take reasonable care whilst the item is in your possession. This means you can look at and try items on as you would in a store, but you must not remove any labels or protective strips or wear them outside.  Our full returns policy can be found on this page: Delivery & Returns.

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Where an item is available we will take your payment within 24hrs of you having placed the order.  If the item is not available for immediate dispatch we will email or telephone you to discuss the options available.  Your payment may still be taken and in the event of non availability we will offer you an equivalent variant, substitute or a full refund.

We’ve tried to make it as easy as possible for you to shop online at STB, so we accept Visa Debit, Visa Credit, MasterCard, American Express, ApplePay, GooglePay and PayPal as payment types.

We’ve taken every possible step to make our site as secure as possible for your peace of mind. We use the very latest SSL encryption technology when taking your payment details and we take the security of your personal data very seriously.  As a business, we are fully compliant with PCI regulations to ensure your payment details are never compromised.

STB is a trademark of WBYS Ltd.  We are an established independent retailer of shoes and accessories.  We have several websites associated with the sale of footwear and accessories.

Our registered company number is 09415947 .  Our VAT number is GB205921233.

Our registered office is 50 Woodgate, Leicester, LE3 5GF.  This is not our correspondence address.  Please do not send any documentation or returns to this address.

We operate from our large modern warehouse facilities in Leicester, UK.  Our trading address is Unit 3, 55 Forest Road, Leicester, LE5 0DW.  This is an office/warehouse space only, we are not open to the public. 

Our phone opening times are Monday to Friday 10am to 3pm.

You can email us or call us on 0116 326 1099 between 10am and 3pm Monday to Friday. 

We hope none of our customers ever feel the need to make a formal complaint.  However, we realise there are occasions where you may feel the need to raise your concerns regarding a product you purchased or the service you received. 

Please email your complaint to customercomplaints@wbys.co.uk and a senior manager will respond to your comments within 5 working days.