Gwendolyn Carrié (London)

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Frequently Asked Questions

Size/Colour Information

All of our shoes and boots are listed in standard Italian and Spanish sizes. Please use our size chart as a guide for comparing international sizes. If you are not happy with the size or fit of the shoes that you have chosen you can either:

  1. Return them for a full refund
  2. Exchange them for another size

(please refer to our Returns Policy)

If we do not have your alternative size in stock you can email us to register your name on a waiting list, you will obviously receive a full refund in this instance providing the original shoes are returned correctly (please refer to our Returns Policy)

There may be occasional instances when your size may be shown as available when in fact it has sold out. In this case you will receive a complete refund.

We endeavour to show accurate colour representations of our shoes and accessories, however digital reproduction is never fully accurate so we cannot guarantee true colour representation.

How do I place an order?

  • To place an order, you will need to register with us and obtain a username and password. Please click on ‘Register’ and follow the instructions.
  • Once you have registered, click on ‘Shop Online’ and select your shoes by collection or by style.
  • If you wish to view the full details of a pair of shoes then simply click on that image. The selected shoe will then appear on the left hand side of the screen with full product information.
  • Make sure you have requested the correct colour and size and have verified availability in your desired size. (to check your size, please refer to our “Size Chart”)
  •  Once you have found your pair of shoes, click on ‘Add to basket’.
  • When you are ready to proceed to payment, click on ‘Checkout’ and follow the instructions.

Will I receive a confirmation of my order?

Once we have checked that the requested item/s is/are in stock and your order has been accepted, you will receive an email confirming the details of the transaction and the estimated delivery time.

We reserve the right to refuse any order should we fail to obtain authorisation for the credit card supplied to us.

What if I have forgotten my username and / or password?

Please send an email to sales@gwendolyncarrie.com.

Please entitle your email ‘user name / password forgotten’.

We will endeavour to respond to you on the same working day.

Prices and charges

All our prices are VAT inclusive and take into account, where possible, all duties and taxes for the specified country of delivery (these charges must be authorised by customer at time of purchase).

All our prices are quoted in GBP£ (Euro € and Dollar $ prices are approximate conversions)

We reserve the right to alter the prices and offers listed on the website.

Which methods of payment are accepted?

All major credit and debit cards are accepted - Visa, Visa Electron, Mastercard, American Express, Delta, Switch/Maestro.

Payment will be debited from your account once the order has been processed and authorisation has been given by your card issuer.

We are not liable for any delay or non-delivery of your order in the case of non-authorisation by your card issuer.

You will be notified by email if your card has not been accepted for any reason.

Secure Payment

All credit card transactions on this site are processed using a secure online payment system hosted by HSBC. We do not hold your credit card details on the web site.

A SSL certificate secures safe, easy, and convenient Internet shopping. Once you enter a secure area by entering credit card information, email address, or other personal data, the shopping site's SSL certificate enables the browser and Web server to build a secure, encrypted connection

What happens to my personal information once I have registered?

We believe that each shopping experience should be a personal one. Any information provided to us will be held securely on our system and will not be shared out to or with any third parties.

How much will my delivery cost?

UK £10
£15 - Same day delivery to our London customers.
Europe £25
USA £30
Rest of World £40

Prices are shown as UK VAT inclusive.
Prices in other currencies are approximate.
All shipments outside the EU will not be charged VAT.
When you proceed to the check out you will be asked to identify the destination country of your delivery.
All charges will be calculated at the time of purchase, including all sales taxes and customs duties for the selected country.

How long will my order take to arrive?

UK

1-2 Working Days
Same Day Delivery (delivered by 6pm) to our London customers
if the order is placed before 11am
Europe 2 Working Days
USA 4 Working Days (2-3 Working Days for New York)
Rest of World Please allow up to 7 working days

Your order will be dispatched once we have confirmed that your request is in stock, approved your payment and verified the delivery address.
We will endeavour to process your order on the same working day provided all these criteria are met.

Receiving your goods

All our products arrive to the specified address and require a signature on receipt.

It is suggested that you take as much care in opening the package as we do in preparing it and that you try on your shoes on receipt without removing the plastic protective sole covering where applicable.

Returns policy

The satisfaction of our customers is of paramount importance to us and we pride ourselves on excellent quality and service.

We ensure that exceptional care and attention is taken in the manufacturing, packaging and delivery of our goods. We try to ensure that each pair of shoes sent out reaches you in perfect condition.

We hope that you are delighted with your purchase, if however you need to return your order then please follow the instructions below.

  • You can organise an exchange or refund providing you contact us within 48 hours of receiving your delivery.
  • To notify us of your wish to exchange or to receive a refund, please call +44 (0)20 7243 4301 or email: returns@gwendolyncarrie.com at the earliest instance.
  • We will then issue you with a Returns Code by email, authorising your return delivery. Please write this code on the original invoice and on the return shipping label. Our returns address is detailed on the pre-printed shipping label supplied with your goods
  • You may return your goods within 14 days of receipt of your purchase, provided you notify us within the first 48 hours as stated above and have received a returns code.
  • If you fail to return the item(s) within 14 days of notifying us of your wish to return the order, we will not issue a refund or exchange.
  • You can only return non- sale item shoes.
  • We will only accept shoes that are unworn and in the original packaging with the plastic sole covering still in place, where applicable. Failing these conditions, the shoes will be returned to you and you will not receive a refund.

Please follow the instructions sent out with your order, stating clearly whether you would like a refund or an exchange for the same item in a different size.

In the case of an exchange, please state clearly the desired size.

Should the desired size be unavailable and provided that the shoes are returned within 14 days of the cancellation and are in their original unworn condition, a refund will be issued.

Approved refunds will be credited to the credit card used during the original transaction, excluding shipping costs, within 30 days. Customs duties and sales taxes will only be refunded to customers with a delivery address within the EU.

You are responsible for returning your order at your own cost using a recorded delivery service, ensuring that the shoes are returned within the 14 day period.  

For further information on returns, please contact a member of our team on the following number: +44 (0)207 243 4301
or email: returns@gwendolyncarrie.com

If something is not in stock can I put my name on a waiting list?

To register your requests, please email us at sales@gwendolyncarrie.com.

We will endeavour to reply within the same working day and let you know when we are expecting another delivery.

How do I care for my shoes?

A lot of care and attention has been given to each pair of our shoes from production to packaging, and we would like to think that our esteemed customer would cherish them as much as we cherish them. The distinctive ‘Fluffy Fish’ is very durable and water resistant; and the glazed fish is water repellent and equally as durable. For maximum protection and durability, a specialist waterproof spray is recommended for use on shoes with Suede or Fluffy fish.

Please find below a list of reputable shoe repair locations:

London
Chelsea Green Shoe Repair 31 Elystan Street SW3 +44 (0)20 7584 0776
Classic Shoes 23-25 Brecknock Rd N7 +44 (0)20 7485 5275
Cobbler Magic448 Edgeware Rd W2 +44 (0)20 7723 9385
Fifth Avenue Shoe Repairs 41 Goodge St W1 +44 (0)20 7636 6705
Mayfair Cobblers 4 White Horse Street W1 +44 (0)20 7491 3426
Rompski Shoe Repairs 24 New King's Rd SW6 +44 (0)20 7736 9152
S Krantz & Sons 180 Drury Lane WC2 +44 (0)20 7404 0609
New York
Angelo's 666 Fifth Avenue +1 212-757-6364
Cowboy Boot Hospital 4 Prince St +1 212-941-9532
Shoe Service Plus 15 West 55th St +1 212-765-3190
Top Service 845 Seventh Ave +1 212-765-3190
Milan
Al Tacco Rapido Via S.Apollinaire 2 +39 024568292
Andrea Bardassarie Via Pecchio Giuseppe 5 +39 0228900449
Calzolaio Viale Monte Nero 28 +39 0255189034
Gianluca Marcias Via Sottocorno Pasquale 5 +39 0276001256
Vincenzo Margarita Corso Italia 46 +39 0258310161
Paris
Bedford Bootmaker 5 rue Chauveau Lagarde (8th) +33 (0)142650857
Clarasso 83 rue du Bac (7th) +33 (0)145494637
Clarasso 34 rue Godot de Mauroy +33 (0)147424979
Clarasso 29 rue de Longchamp (16th) +33 (0)145532132
Cordonnier Vaneau 44 rue Vaneau (7th) +33(0)142220694

Contact Details

If you have any queries regarding your order or any items listed on our website, please contact us on: