FAQs

How do I return/exchange my order (UK)?

We're so confident that you'll love our shoes that we offer a 30 day money back guarantee and free returns if you're not completely satisfied with your order (returns must be unworn, in the state you received them, and in the original packaging).

Just follow the following five steps:

1) From your order, find your 4 digit order number order number (this will be on emails you've received about your order and on your dispatch note).

2) Go to toffeln.shop/return and enter the order number along with your email address.  Click 'Find Your Order' and then just follow the prompts. On an exchange, it's quicker to request a refund and then place a new order for the replacement.

3) Pack all the returned items into the original box.

4) Fill out this link with your RMA number (on your return confirmation email) and your address to produce a free returns label: www.royalmail.com/track-my-return/create/3522

5) Either print the label that RoyalMail will send you at home, attach to the box and take to your local Post Office, or use the post office printing service (simply show the ‘QR code’ on the email RoyalMail sends you on your mobile phone at a Post Office branch and they'll print the label for you).

6) Sit back and wait for your refund or exchanged shoes!

How do I return/exchange my order (non-UK)?

We're so confident that you'll love our shoes that we offer a 30 day money back guarantee if you're not completely satisfied with your order (returns must be unworn, in the state you received them, and in the original packaging).

Just follow the following five steps:

1) From your order, find your 4 digit order number order number (this will be on emails you've received about your order and on your dispatch note).

2) Go to toffeln.shop/return and enter the order number along with your email address.  Click 'Find Your Order' and then just follow the prompts. On an exchange, it's quicker to request a refund and then place a new order for the replacement.

3) Re box your pair of shoes and return it with your preferred carrier (free post label is provided for Ireland).

4) Sit back and wait for your refund or exchanged shoes!

How do I use your FreePost label?

Print the label, stick to your package and take to your nearest Post Office - this will then be sent back to us using the FreePost code at no charge to yourself!

Our FreePost label is a simple way to return your shoes to us.

If you are a hospital or business we may have already emailed you a returns form to put into the package and a FreePost label - if not please download our FreePost label below and follow the instructions below. 

UK Returns 

NI Returns 

1. Package your order up, including any paperwork it arrived with or paperwork you have been sent by our service team - this will help our team to process your return quicker when we receive it back. 

2. Print out the FreePost label and stick it to the parcel. If you don't have a printer you can write the label onto the package. Be sure to include the FreePost code at the top!

3. Take to your Post Office and they will use the FreePost code to send the package back to us at no charge to yourself. If the Post Office say they need a barcode, make sure to be clear that this is a Freepost label, and it will be charged back to the address on the label using the code at the top (the post office may refer to it as a licence number.)

If you still have problems with returning this after following the above, please contact us on sales@toffeln.com.

4. Make sure to get your proof of postage receipt as our team may ask for this before refunding.

5.. Wait for it to reach us! Our team will process your return as soon as possible

How long does it take to get my refund?

The standard period to receive your refund is 10 days.

Returns usually take 3 - 4 days to reach our warehouse. We'll then process your return within 2 - 3 days and initiate a refund to your selected payment method. Depending on your banking provider this can take up to 3 working days to show in your account.

Please note this is affected by busy periods e.g Christmas, Black Friday.

Can I exchange my shoes?

We don't currently offer exchanges, but please create a return, our service team will refund you and you can replace your order!

We're sorry you didn't find your order quite to your liking!

Our Toffeln. shop doesn't currently offer exchanges. Instead, please make use of our returns portal to return your shoes.

As soon as we receive your order back to our warehouse our customer service team will process your return and release your refund as long as the returned items meet all our returns criteria. 

You will receive a refund notification email as soon as the refund has been released, and you can then re-purchase the pair you would like instead. 

For more information on our returns process, please see the below articles.

My returns portal is not working - how can I send my shoes back?

Follow the instructions below or drop an email to hello@toffeln.shop and our team is on hand to help!

We're sorry you are having trouble with our returns portal!

If you are trying to return your shoes outside of the 30-day return window our portal may not let you create a label. In this case, please drop an email to hello@toffeln.shop and liaise with our customer service team. 

If you are returning within the 30-day return period and the portal isn't working for you, please download our FreePost label below and follow the instructions below. 

UK Returns 

NI Returns 

1. Package your order up, including any paperwork it arrived with as this will help our team to process your return quicker. 

2. Print out the FreePost label and stick it to the parcel. If you don't have a printer you can write the label onto the package. Be sure to include the FreePost code at the top!

3. Take to your Post Office and they will use the FreePost code to send the package back to us at no charge to yourself. Make sure to get your proof of postage receipt as our team may ask for this before refunding.

4. Wait for it to reach us! Our team will process your return as soon as possible.

Do you back orders?

No, we currently don't do back orders. If an item is out of stock our website won't allow the product to be sold.

What forms of payment do you accept?

We accept card payment (Visa, MasterCard, Maestro and American Express), PayPal, Apple Pay, Google Pay and Klarna.

How do I wash or clean my Toffeln shoes?

Some of our shoes are fully washable, look out for the washable symbol on the product page and the correct temperature to wash them at.

Regular cleaning helps to ensure you get the best out of your Toffeln footwear,so we’ve put together a few points to help. 

  • Where marked washable, footwear can be washed and dried to the advertised temperature. You can wash either by machine or hand.
  • We always recommend removing any insoles or laces before washing.
  • If using a machine, be careful to not exceed the advertised washing temperature.
  • You can use a light cleaning detergent. It is advised you try a small amount of the detergent on a small, inconspicuous area before using.
  • We recommend leaving them to dry naturally but if drying using a machine, it is important to not exceed the advertised washing temperature, otherwise, you will damage your footwear. 
  • If your shoes are an EVA style (e.g our EziKlog and AktivKlog) and you find your shoes picking up dirt easily or often looking scuffed, we recommend wiping them with a small amount of Petroleum Jelly (such as Vaseline) and polishing this into the surface. This should help restore the surface and prevent them becoming dirty so quickly
  • Try using our EziBag to keep your shoes tidy when you're not wearing them!

Each of our product pages will give you further information on how to care for the specific styles in our range.

What do your compression socks do?

Our compression socks offer light compression to maintain bloodflow and reduce swelling. These are safe to wear without a medical prescription.

Compression stockings are specially designed to apply some pressure to your lower legs, which helps to maintain blood flow and reduce discomfort and swelling, especially if you are on your feet all day or have poor circulation.

Our compression socks are made of

  • 50% bamboo,
  • 44% polyamid
  • 6% elastane (class 1, 15-21 mmHg light compression)

These are safe to wear without a medical prescription.

A lot of our customers wear them as they are on their feet all day and need the compression, some buy them for flight sock purposes and some, just because they find a firmer sock more comfortable.

Our socks are available in a wide range of colours and patterns, so there's a style for everybody!

Do you have an NHS Discount?

We do have an NHS discount! Please use your Blue Light Card to claim it.

We do supply a 10% off discount for all NHS staff, though you will need to have a Blue Light Card/Login to claim it.

Simply head to the Blue Light Card site, log in and search for Toffeln to get your discount code. 

Do you have a student discount?

We don't currently offer a student discount.

We don't currently offer a student discount, however if it is your first purchase you can receive 10% off by signing up to our emails. Just scroll to the bottom of the toffeln.shop homepage to sign up.

We also run offers and sales throughout the year which our emails will keep you up to date on!

How does your referral scheme work?

With our referral scheme you can claim £5 in cash if your referral purchases with your personal customer code!

Shortly after your first purchase, you will receive an email detailing your personal referral link (if you can't find the email, drop an email to hello@toffeln.shop and one of our team can assist!)

This link can be sent to your friend and will give them a code for 15% off their first purchase. Once they have purchased using the code, you will receive £5 in cash. 

Please note the below 

  • The person you are referring must be a new customer, the link will not work for existing customers to repurchase.
  • The £5 referral will be sent via PayPal to the email your Toffeln account is set up with. please ensure you have a PayPal account set up with this email address or you will need to create one.  We have linked a quick workaround below should you encounter this problem!

    add the email address to your PayPal account and it can then be removed after claiming the funds. 
  • We do use a third-party provider for our reward and referral schemes which means not all cash referrals will be instantly in your account. These will normally be received between the 10th - 20th of the month.
  • Because we use a third party provider the payment will show as coming from Anafore LLC  on your transactions list. 

I've been collecting reward points - how can I spend them?

Drop an email to hello@toffeln.shop! Our team can check your balance and generate your discount code.

First of all, how does our reward scheme work? 

Once you've created an account with Toffeln, you will automatically start collecting points. Below are a couple of the main ways you can collect!

 

Sign up for an Account - 200 points

Place an Order - 5 points for every £1 spent.

Celebrate Your Birthday - 350 points

Share on Facebook - 50 points

Like on Facebook - 50 points

Share on X (Twitter) - 50 points

If you're looking to check your balance, drop an email to hello@toffeln.shop and one of our team will get back to you with your points total.

If you would like to spend your points just ask for your points voucher and we'll email over a code for you to drop in the discount box on your next purchase. This will automatically discount your order!

Please note, we can currently only offer two coupons - you will need to have collected 500 points or more to be eligible for a coupon.

£5 - 500 points

£10 - 1000 points

How can I download a VAT invoice for my Toffeln purchase?

We always include a link to download your VAT invoice in our purchase confirmation emails.

We will always give you the option to download your invoice as soon as you have purchased. 

Once you have received your purchase confirmation email, please open it and just underneath the Thank You For Your Purchase message will be a link to download your VAT invoice. 

This will take you straight to a PDF that you can then download. 

Any problems downloading, please drop an email to hello@toffeln.shop and one of our friendly team will be able to assist!

What are the delivery options?

Do you deliver outside of the UK?

Yes we deliver to all European countries,click here to view the delivery costs and delivery times.

Will I need to sign for my package?

Yes, to ensure the safe delivery of your order we send them on a signed for service.

Can I track my order?

Yes, as soon as we’ve sent your order out, we’ll send you an email with the tracking number. Just click on the link and it will take you to the Royal Mail or DPD website, depending on who will be delivering your order.

Do you offer next-day delivery?

We do offer next-day delivery for UK customers. Make sure to choose this option at checkout!

We do offer next-day delivery within the UK only for an extra fee. This service excludes orders made on UK Bank Holidays and is not available for Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands. 

Important Notice:

  • Next day delivery is only available from Monday to Thursday. If you place your order after 3pm on a Thursday, you may not receive this until the next Monday.
  • We do not deliver on weekends - please factor this in when purchasing or choosing your delivery option. 
  • We do not offer next-day service if your order was placed on a bank holiday.

Please see our delivery charges detailed below.

UK

STANDARD DELIVERY - £2.95

  • Delivery takes 2-3 working days 

ONE DAY DELIVERY - £4.90

  • Order BEFORE 3PM Monday – Thursday for next-day delivery.*
  • If you order AFTER 3PM on Thursday your order will arrive on Monday.*

Republic of Ireland

IRELAND STANDARD DELIVERY - £3.90

  • Delivery takes 2-3 WORKING DAYS

Any queries at all on our delivery service, please contact hello@toffeln.shop and one of our team will be in touch!

Are your shoes available in wide fitting?

All our footwear is a standard fit and caters for a wide range of foot widths, designed to provide the perfect balance between comfort and support for your feet.