Frequently Asked Questions

Your Account

Whilst you can shop with us as a ‘Guest’, by having an account your on-site experience, order tracking and return visits to us will be so much easier and informative.
You should click the “I’ve forgotten my password” link on the log in page. This will send a reset link to your registered email address.
Login to your account and in the Your Details section you will see a link to ‘Edit’.
We’d love to hear from you! Send your feedback about the product, comfort, delivery, customer services etc to reviews@oakandhyde.com
We only have a limited amount of space to display our reviews. But rest assured, ALL reviews sent to use are read.

Ordering & Payment

As many as you like. Go for it!
Very happy to accept PayPal, and also Visa and MasterCard - both credit and debit cards. We’re delighted to be working with SAGE Pay, one of the leading Payment Service Providers in terms of reliability and more importantly, security!
Sadly not. You could use PayPal though.
Very occasionally we know some customers experience problems with their payment methods - wether it’s a lack of funds, forgotten security details or details not matching. Best thing to do in these situations is to contact your bank. Please do also feel free to reach out to us as well though, but please be advised that we will only fulfil orders with a successful acknowledgement of payment from Sage Pay, our Payment Services Provider. If they cannot confirm payment, we cannot process and order.
Yes, not a problem. As long as the delivery address is within the UK.
The short answer is sometimes yes, sometimes no. It really depends on what stage the fulfilment is at. Contact our Customer Services team if you need our help.
Of course you can, no problems. If you’re lucky enough to request a cancellation before the order has been dispatched, we can stop the fulfilment and move onto the refund process. Please be aware that because you may not yet have had a Dispatch Confirmation Email, that does not mean that your order has not been dispatched. Sometimes we can dispatch product throughout the day, but block-send all dispatch confirmation emails later that same day. Should you cancel and your products have already left our warehouse it’s very important that you never refuse delivery. You should always accept delivery and return the goods yourself - that way you are in control of the return process, it’s trackable by you and you will know when we have received the goods so we can then start to process your refund. If you refuse delivery, you will not be able to track the location of the product and delays in returning the product to us will result in delays to authorising your refund. Again, please never refuse delivery.
Not yet. But we aim to soon.
Yes. We do not accept payment over the telephone, mail order or in person.

Delivery

Yes. Shortly after dispatch, DPD will send your tracking details to you
If you’re not in when delivery is attempted, your courier may leave a delivery attempt notice with information on when the next delivery attempt will be made.
Occasionally this can happen - especially during peak periods like Sales and Christmas. Either log in a track your delivery or feel free to contact us.

Returns & Refunds

Yes. We’ll send you an email to inform you that we have actioned your refund.
This ultimately depends on your bank. When we have actioned a Refund, the funds have left our account. How long they take to appear in your account is in the control of your bank. If it has been over 10 working days since you have had your refund notification email from us and the funds are still yet to appear, please contact us and we’ll help provide you with the information you will need to contact your bank.
There is no need to contact us, simply follow the standard Free Returns procedure, indicating on the Returns Document what you believe to be the fault. If you feel the matter is more urgent, please do Contact Us
Often a case with internet shopping, but the internet is no different to the High Street. Sales start and sales end and in between there is full priced retail. You are of course free to return your shoes to us subject to or returns policy, but as a gesture of goodwill, if a product you have purchased at full price has been reduced on our site only up to 48 hours after purchase, contact us and we will investigate and refund the difference.

Website

On the basket page, underneath the product on the left hand side, you will see a dropdown box to enter your code. If you have any problems, remember that voucher codes can often be case sensitive and a common problem is when people copy and paste a code they also accidentally include a space either side, and a space is also a character. The second most common problem with codes is people trying to use them after they have expired. Sadly we have no control over third party websites still publishing codes that have expired. Certain codes will only work against full-priced items.
Enter You Voucher Online