FAQ | shoethebear.com

FREQUENTLY ASKED QUESTIONS
What size should I choose?


At SHOE THE BEAR, we use European sizing. The chart below is a general guideline to help to determine your footwear size.


If you have any questions, please contact us at online@shoethebear.com or catch us on the chat button at the bottom right corner.

WOMEN'S SIZE GUIDE | SHOETHEBEAR.COM MEN'S SIZE GUIDE | SHOETHEBEAR.COM

I have not received my order confirmation

If you haven't received your confirmation mail, please check your spam filter and unwanted mails. Otherwise, you may have entered a wrong email address. Please contact us at online@shoethebear.com so we can confirm your purchase.


Can I change my order after completing the purchase?

Yes you can.

Your order will be packed within 24 hours after purchase. Therefore, if you wish to make a change or cancel your order completely, you need to let us know within this time frame. After that, we can't guarantee that we can change your order. Please contact us on
 online@shoethebear.com.



I haven't received my order / Can I track my shipment?

You can always track your package on GLS, DHL or TNT's homepage. Your tracking number has been sent to your by mail, together with your invoice. In case you haven't received your track & trace number, please contact us at online@shoethebear.com, so we can inform you about the status of your package.

 

How do I use my discount voucher? 


Discount vouchers is entered at the checkout. After selecting and adding the product(s) to your shopping cart, you proceed to checkout and enter the "Discount code". When you press the "Apply Coupon" button, the discount will automatically be deducted from the total.

NB: Please note that discount vouchers do not apply to already reduced items.

Newsletter


What is the SHOE THE BEAR newsletter and how often do I get emails?
 

We send 1-2 emails every week regarding trends, shoes inspiration and news from SHOE THE BEAR.

 The benefits of SHOE THE BEAR newsletter: 

Here are 3 fast and good reasons to why you should join the newsletter:

  1. News and trends - you get current information on the latest news, for example, new styles and restocked styles.

2. Promotions and sales - you will be the first to know current and upcoming offers and sales.

3. Discount coupons - when you are subscribed to our newsletter, you will get lots of benefits, including exclusive discount codes that can be used on our online store. 

How do I sign up for the newsletter? 

You sign up for the newsletter on the bottom of the website, or fat the newsletter popup window.

Important: Do not mark e-mails from SHOE THE BEAR as SPAM, as this will block other mails from SHOE THE BEAR (eg. order confirmation).

If you did not find what you were looking for, please contact us at online@shoethebear.com

 

SHIPPING AND DELIVERY

SHIPPING RATES & DELIVERY TIME

  • All our online orders are shipped as insured parcels through GLS and TNT
  • You will receive a track & trace number as soon as the item(s) leaves our warehouse

Our shipping rates and delivery time depends on your geographical location:

  • Denmark: 0 DKK / 1-2 business days
  • Within Europe: 5 EUR / 2-4 business days
  • Outside Europe (rest of the worldwide): 10 EUR / 3-5 business days 

    For non-EU customers: Please note that local charges (custom duty, sale taxes) may be added to your order, depending on the region and local custom duties. These charges are at the customer's own expense.

    RETURNS & EXCHANGES
    How do I return a pair of shoes?

    You have 30 days right of return when you shop online at SHOE THE BEAR. Your return right starts at the receipt of the goods.

    Upon return, the return cost is held by the customer. We recommend that you send the return parcel as insured package, in case of lost goods. 
    Please return the package in the same condition as you received it in.
    Please enclose your receipt and the completed return form for why you want to return your good(s).

    How to make a return:
     
    1. All international returns must be sent to the following address.
    Note: Customers from United States must return to a different address (please go to our US site)

    Prime Cargo
    Profilvej 4, 6000 Kolding
    Terminal 1
    Denmark
    Att. Return / Shoe The Bear
    (Write "RETURN PARCEL / WEBSHOP" on the parcel)

    Note: We do not accept any liability for the return package before it is in our possession.

    2
    . Drop the return parcel in your local postal office.

    3. Once we have received the parcel and reviewed for its content, the amount will be credited to the account used for the purchase. 

    Please contact us at online@shoethebear.com in advance, if you want to change the item to a different size, color etc. In this way we can immediately order the new item in our warehouse.



    When do I get my money back?
     

    Once we have received your return parcel, the refund process will take place within 2 business days. Please note that refunds can take up to 10 working days to show in your account due to varying processing times between payment providers, we therefore kindly ask for your patience.



    Do I have any complaint regarding my shoes?
     

    Should you have any complaints regarding missing, wrong or damaged items, please contact us at online@shoethebear.com.
     
    PAYMENT & SECURITY
    What are my payment options? 


    SHOE THE BEAR accepts following credit cards:

    VISA
    VISA/Dankort
    VISA/Electron
    Mastercard
    Mastro
    Diners Club
    JCB
    UnionPay
    Klarna
    PayPal
    ApplePay

    The amount will be deducted from your account once the purchased item(s) leaves our warehouse.




    Security


    All purchases on www.shoethebear.com are handled via an encrypted SSL connection (Secure Socket Layer). Therefore, we do not have access to your account information. Only NETS has access to your data. Your personal contact information is 100% confidential and will never be surrendered to anyone else.

    Registration information for SHOE THE BEAR's newsletter will also be used internally. We use this information by ordering and marketing our products directly to you.

    ORDER AND PAYMENT

    How do I order from SHOE THE BEAR?


    You choose the item(s) you want to purchase and add them into the "shopping cart". You can edit the contents of the shopping cart at any time and continuously check the content and price of the good(s).

    1. When you are ready to place your order, click the shopping cart icon and then the "Checkout" button.

    2. Enter your information and click "Go to Shipping Methods"

    3. Select the shipping method you want and click "Go to payment method"

    4. Then you will be directed to a secure payment page where you will enter your credit card information. You can cancel your order at any time until you confirm your payment information by clicking the "Finish payment" button.

    The amount will first be deducted from your account once the item(s) leaves our warehouse.

    Non EU customers. Please note that local charges (custom duty, sale tax) may be added to your order, depending on region and local custom duties. These charges are at the customer own expense.

    Can I track my package? 


    You can always track your package on GLS, DHL and TNT's homepage. Your parcel number has been sent to your together with your invoice and shipment confirmation. In case you haven't received your track & trace number, please contact us at online@shoethebear.com, so we can inform you about your package status.
    * Foot length measured in CM