Frequently Asked Questions

General (Expand All)

» What happens if I forget my password?

If you forget your password you can request a new one to be emailed to you by clicking on the ‘Forgotten Password’ link on the sign in page. If this fails to resolve your problem, please contact our customer services department.

» When will I be charged for my order?

For credit / debit card purchases, we will take the money when the items are dispatched. The order amount will be authorized from your card when you place the order, but not physically taken until the goods are shipped.
For other payment types, goods will be dispatched when the payment has cleared.

» My shoes are out of stock, do I get a refund?

As we only take payment when the goods are dispatched, if you pay by debit / credit card, you will not need a refund for items that are unavailable. If you pay by postal order or by other means, we will send a cheque for the refund amount.
If you pay by PayPal you will receive a refund to your PayPal account.

» How do I change my order?

To change orders please contact our customer service department as soon as possible. We will endeavour to change your order as requested, this may not always be possible as the item may have already been despatched – in which case you can just send the shoes back to us for an exchange.

Payment (Expand All)

» How can I pay for my order?

You can pay by a number of different methods, the easiest is to pay by credit or debit card. We accept Visa, MasterCard, Maestro, Solo and Electron. If you do not wish to pay by card, you can pay with Paypal, or directly into our bank account. For more information, please contact customer services. Alternatively, you can now use Login and Pay with Amazon
Login and Pay with Amazon makes shopping on our website even easier by allowing you to speed through checkout using the account information already stored in your Amazon account to login and pay on our site.
Simply login using your Amazon account credentials and choose from the payment and delivery information stored in your Amazon account. This means you can pay on our website without entering your payment and address details. Login and Pay with Amazon helps you to shop quickly, safely and securely.

» Can I pay with American Express?

Unfortunately we do not accept American Express directly on our website. You can pay with American Express using Amazon Payments.

Delivery (Expand All)

» Do you charge for delivery?

Yes, standard delivery to UK mainland addresses costs £2.99 per order, FREE on orders over £50, with an option of taking returns paid for an extra 99p per item. Pricing for other destinations varies. See our delivery costs page for more information.
You can also have your order delivered to a Pavers store free of charge.

» How long does delivery take?

For UK orders, our standard delivery time is 3–5 working days.
Deliveries to Pavers stores can take up to 7 working days.

» Who will deliver my parcel?

Most of our orders are despatched via Royal Mail the only time a courier may be used is if an item is despatched direct from a supplier and not our warehouse.

» Can I nominate a date or time for delivery?

Unfortunately we cannot specify a delivery time for orders.

» What if I am at work when the courier tries to deliver?

If you are not in when delivery is attempted, the driver will leave a card through your door. If the goods have been sent via courier, you can call them and arrange a re-delivery. For items despatched via Royal Mail, the goods will have been taken to your local post office with instructions to collect them on the card.

» What happens if I don't receive my order on time?

If your order hasn’t arrived, contact our customer services team who will investigate why your order has not been delivered and do their best to resolve any problems for you.

Returns (Expand All)

» What is your returns policy?

We want you to be completely satisfied with your new purchase from us. If for any reason you are not happy with your items, simply return them to us unworn and in their original packaging, within 14 days of receiving them, we will be happy to either process a refund or exchange.

» How do I return an item?

There are three easy and convenient ways to return your order. For more information please see our Returns Policy.

» Can I return to store?

You can return an item to any Pavers store within 14 days of receiving them, most stores can issue a refund immediately, others may take up to 3 days. For a full list of all the stores Pavers stores please use our store locator.
Just take you item(s) to be returned to the store of your choice, along with your despatch note and completed returns form. If the item is in its original condition, we will process the refund for you. If you ordered online but opted to collect from store, your item can still be refunded so long as it is within 14 days of collection.

» How much does it cost to return goods?

Due to our low postage and packaging rate we are not able to offer free returns to our customers, however you have the option of paying the charge at the post office or using our prepaid label at a cost of £2.50 which is deducted from your refund. You can also take out Returns Paid at the time of purchase for a further £0.99 per item. For more information please click here.

» How do I return an item when I have paid extra for the returns label?

Simply complete returns form on the back of the despatch note and enclose it, together with your returned item(s), inside the original packaging. Goods cannot be returned without this information. As you have taken out Returns Paid, you will not be charged for the use of the label. For more information please click here.

» I believe my goods to be faulty, what should I do?

You can return the goods to us using our prepaid label, and note on the form that these are being sent for inspection. Once the goods are received we send them to our supplier for them to check for any manufacturing defects. If the goods are deemed not faulty there is a charge of £2.50 for the use of the label, however if the goods are a faulty a full refund will be issued.

» I have lost my return note?

You can download and print a returns form here.

» Can I exchange for a different item?

If you require an exchange all you need to do is fill out the returns form including the exchange item you require in STEP 2. If you have paid with credit/debit card your original item will be refunded and a new order placed.

» How will I be refunded?

If you have paid by credit/debit card or PayPal your account will be credited automatically once we receive the goods

» How long before the refund shows on my account?

It can take up to seven working days for the goods to be returned to us, once we have processed this refund, it will show on your account within three to five working days.

» Why have I been refunded when I asked for an exchange?

When dealing with exchanges we refund the amount back to the card and then place a new replacement order, this will be done within a few hours of your refund being processed. You will be contacted by telephone or email if we have any problems when placing this order.