Frequently asked questions
How long does delivery take?
Orders are processed within 1 to 3 business days and delivered within 4 to 6 business days after dispatch, so the estimated total is 5 to 9 business days. Orders placed before 16:00 (GMT) on a business day begin processing the same day.
How much does delivery cost?
Nothing. Delivery is free on every order in the United Kingdom, with tracking and no minimum spend. The price at checkout is the final price.
Do you deliver outside the United Kingdom?
Not at the moment. We deliver to addresses in England, Scotland, Wales and Northern Ireland.
How do I track my order?
As soon as your order is dispatched you receive an email with a tracking number. You can also follow your parcel on our Track your order page.
What is your return policy?
You have 30 days from delivery to return any unworn pair. We send you a free prepaid return label and there is no restocking fee. Your refund is issued to your original payment method within 7 days of approval. Full details are in our Refund policy.
Can I exchange for a different size?
Yes. The quickest way is to return the pair you have and place a new order for the size you need once the return is approved.
How do I choose my size?
Every product page has a size guide with foot length in centimetres. Measure your foot from the heel to the tip of your longest toe and choose the closest size. If you are between two sizes, we recommend the larger one.
Which sizes do you stock?
All styles are available in UK sizes 3, 4, 5, 6, 7, 8 and 9.
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay. All payments are processed over a secure encrypted connection. See our Payment policy for details.
There is a problem with my order. What do I do?
Email us at info@luisefaran.com with your order number and, if relevant, a photo. We will put it right with a replacement or a full refund. We reply within 24 hours on business days.
How can I contact customer service?
By email at info@luisefaran.com or by phone on +44 7473 957274. We are available Monday to Friday from 09:00 to 17:00 (GMT) and Saturday and Sunday from 11:00 to 16:00 (GMT).