Frequently Asked Questions


When attempting to sign in, if you cannot remember your password, please use the “Forgotten your password?” Link below the sign in button, this will email you a reset password link asking you to enter a new password. Should this not work it is possible that you have not created an account, please try registering, if upon attempting to register it says This email address is already associated with an account. Please contact the customer services team.

We will take payment for the order as soon as we confirm the payment details are correct, we do not store your payment details which precludes us from taking payment at the time of dispatch, in the event that a problem occurs with the order we will issue an immediate refund. However, this may incur delays of up to 3-5 days.

In the event that we have taken an order for an item that we have then found to be out of stock or otherwise unavailable, we will issue a full refund including any postage or additional fees incurred. This refund will always be processed onto the payment method provided by you when the order is placed. This process may incur delays of up to 3-5 days.

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 a refund.


You can pay by a number of different methods, the easiest is to pay by credit or debit card. We accept Visa, MasterCard, Maestro, and Electron. You can also use Paypal, Amazon payments or Apple Pay.

You can pay online with American Express. This card is not accepted in our stores or on the telephone


Delivery is FREE to any Pavers store.

Standard delivery to UK mainland addresses is £3.49 and free on orders over £70, 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

For UK orders, our standard delivery time is up 3-5 working days.

For other destinations please allow around 10 working days

You can track your parcel via the tracking link provided in your order despatch email, or alternatively you can download the Evri app.

Unfortunately we cannot specify a delivery time for orders.

You can choose 24 hour or 48 hour delivery when ordering to a UK address.

You can set a safe place or a preferred neighbour to leave your item(s) via the Evri website or app. 

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.

All orders no matter what the stock situation is, payment is taken at the time of ordering.

We will always despatch an item in stock and not hold the order until another item arrives either from a store or a pre-ordered item.

Whenever an item is despatched, the customer receives a despatch email advising them of delivery expectations.


You can return an item to any Pavers store within 45 days of receiving them, most stores can issue a refund immediately, others may take up to 3 days.

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

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 the prepaid label on selected products at a cost of £2.50 which is deducted from your refund.

Simply complete returns form on the despatch notes 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.

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.

Please contact Customer Services.

To exchange your item, please send your goods back for a refund and place a new order on the website.

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

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.

You can find your nearest InPost Locker at

You can find your nearest Evri ParcelShop or Evri Locker at


IMBox is a protective coating that can be put on your shoes before we send them to you. It gives a really good waterproofing that the rain just slides off, as well as protecting against sun bleaching and stain marks. Of obvious use on winter footwear, it is also beneficial on summer shoes and sandals, especially those that may be worn on the beach, and those of pale colour that may stain easily. It costs £3.99, and protects for approximately 12 weeks. The coating can also be applied (or reapplied) in any of our stores.

Yes the IMBox treatment does not affect your ability to return an item to us, however unless the item is faulty we will not refund the cost of the IMBox treatment.