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 despatch 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. We don't currently offer exchanges so you will need 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. We don't currently offer exchanges so you will need 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?
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.
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'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 FAQ's above.
My returns portal is not working - how can I send my shoes back?
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.
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.
Why has my delivery charge not been refunded?
As we offer free returns on all our shoes and accessories we are unable to refund your delivery charge.
Do you do 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?
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?
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!
My shoes seem faulty - what can I do?
Having a problem with your shoes?
Drop an email to hello@toffeln.shop, including all the points below and one of our friendly team will be in touch as soon as possible to assist.
- Your order number (this will be included in your purchase confirmation email)
- Your name
- A description of the fault
- A photo of the fault
Do you have an NHS Discount?
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, 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?
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, simply click the pink rewards pop-up button in the left-hand corner of the toffeln.shop page and sign into your account. You can then view your points and redeem a discount voucher!
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 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 your 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 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!
I've entered my delivery address wrong when ordering - what can I do?
Please drop an email to hello@toffeln.shop detailing
- Your name
- Your order number
- The correct address you would like your order sent too
We always try our best to swap over details if we can, but please note we work on a short turnaround from order placed to order picked and completed, and we are not always able to catch an order before completion.
As our .shop orders are fully automated, Toffeln cannot take any responsibility for an address typed in incorrectly by the customer.
If our team are unable to change your delivery address, we would recommend checking the tracking details we have provided in our order confirmation email and seeing if the courier will allow you to redirect your order.
Do you have any eco-friendly shoe styles?
Our Green T EziKlog is completely carbon neutral and made with 51% Sugar Cane waste.
As part of Toffeln’s new Green T Collection, we’ve taken our best-selling EziKlog and made it carbon-neutral. Using a renewable green EVA, our new EziKlog is made with 51% Sugar Cane Waste.
Its recycled rubber sole is slip-resistant, anti-static and meets all the regulations required by the healthcare industry. Better still our new compact designed packaging solution is made with FSC rate recycle card and transports 40% less air than conventional footwear packaging solutions.
This is your chance to make a personal contribution to reducing your carbon footprint.
What are the best Nursing Shoes for Plantar Fasciitis and Heel Pain?
What is plantar fasciitis?
Plantar fasciitis is an overuse condition like the well-known carpal tunnel syndrome. It occurs when the plantar fascia, a thick band of connective tissue running from the heel to the toes, gets inflamed. This weblike ligament acts as a shock absorber, stabilising the foot as you move - it's supposed to provide plenty of cushioning to keep every step buoyant and bouncy.
The causes of plantar fasciitis are plentiful (it's a relatively common orthopaedic complaint), so it can be tricky to pinpoint the culprit. However, people tend to experience it when they:
- Wear shoes without adequate shock absorption
- Have high arches or flat feet
- Spend all day walking or standing, especially on hard surfaces
- Exercise with tights calves or ankles
- Overstretch the soles during exercise
What is the best treatment for plantar fasciitis and heel pain?
Resting and raising your foot, ice packs and paracetamol give short-term relief for plantar fasciitis and heel pain. However, here at ToffeIn, we recommend getting to the root of the problem by focusing on long-term treatments so it's imperative to find shoes that fit like a dream.
Ultimately, you should prioritise wide bases with low heels, firm heel counters and soft soles. If possible, choose a design that offers enhanced shock absorption and cushioning. Better still, purchase ergonomic insoles for your unique anatomy. Those with flat feet benefit from arch support that evenly distributes pressure rather than overloading the toes, heels and balls of the feet.
We've listed our key styles below that were designed with plantar fasciitis and heel pain in mind.
1. Toffeln SmartSole Clog
Spending hours on your feet means you need sturdy shoes that don't feel cumbersome or constricting. That's where the Toffeln SmartSole Clog steps in.
The firm-raised heels are perfect for people with plantar fasciitis because they act as insulation between your foot and the floor, sharing weight equally throughout your foundation. Plus, the light structure minimises strain on the lower body, so you'll leave work feeling far less fatigued.
2. Toffeln SmartSole Trainer
Not crazy about clogs? The Toffeln SmartSole Trainers are intelligent trainers that meet on-the-job safety standards and grant the same level of expert support.
It has a puncture-resistant GripSafe sole that prevents slips alongside smooth stretch lining that eliminates rubbing and discomfort. Most importantly, the raised heels promote a healthier gait and the thickset footbed reduces impact as your rush between wards and patients, making the SmartSole Trainer one of the best kinds of nursing shoes for plantar fasciitis on the market.
3. Toffeln SmartSole Shoe
If you're after a fully enclosed style without the laces, our SmartSole shoe style is for you.
The enclosed style gives that extra support where you need it, as well as the SmartSole signature raised heel helping to spread your weight evenly when on your feet all day.
When it comes to footwear, we don't take a one size fits all approach. That's why we provide three free insoles with every SmartSole style. So, no matter your foot size or shape, there's bound to be an option to keep you happy on your feet.
If you still haven't found what you're looking for, browse the full range of ergonomic clogs, trainers and nursing shoes on our website.
Do you have any wide-fit styles?
Although we don't have a specific wide fit style we do have styles that are made with a wider toe box for a roomier fit overall
Below are some of the widest-fitting styles in the Toffeln range
We would also recommend sizing up one size (or a half size if available) should you feel you need it. We do offer free returns so you are more than welcome to order, try at home, and return if needed.
Do you have any narrow-fitting styles?
For a narrow fit, we would suggest our AktivKlog style.
Made on a slimmer last specifically for those with narrower feet, the AktivKlog also comes with an insole for extra comfort.
If you're after a more everyday shoe, we would recommend our SmartSole Breeze Trainer. The built-in laces help to provide more support when wearing, as well as being made of a breathable mesh for a more comfortable wear.
Are your shoes anti-static or ESD?
First of all, what is an anti-static or ESD shoe?
An anti-static shoe will not allow any build-up of static energy in your body, dispersing it into the ground instead when it reaches a certain level. This reduces the risk of getting a shock when touching metal. These are really important in healthcare or any role when working with machinery or solvents, a static shock could have repercussions so an anti-static pair of shoes is the safest option to go for.
An ESD shoe has an electrical resistance which is even lower than antistatic footwear. This means that the build-up of electrostatic charges will be discharged even faster and can protect from sparks. These would mainly be used in high-risk environments.
We have a lot of anti-static shoes in the Toffeln range, the easiest way to tell is if the code starts with 0 e.g 0865, 0230. These all have an absorbing anti-static heel device specifically incorporated to meet static-sensitive situations so you are protected from shocks whilst going about your day!