FAQs
Welcome to our FAQ page. Below are the questions we hear most often. If you don't find what you're looking for, please email us at support@boneroshop.com — we usually respond within 1 business day.
Orders and checkout
How do I place an order?
Browse our collection, choose your size and style, add to the cart, and proceed to checkout. You don't need to create an account — guest checkout is enabled for all customers.
Do I need to create an account to order?
No. We offer guest checkout for all customers. If you'd like to save your details for future orders, you can choose Shop Pay or Google Pay at checkout, which are linked to accounts managed by Shopify and Google.
What payment methods do you accept?
We accept credit and debit cards (Visa, Mastercard, Maestro, American Express, Discover, Diners Club, UnionPay), Apple Pay, Google Pay, Shop Pay, Klarna for Buy Now Pay Later, and Shop Pay Installments for 3 interest-free payments.
Is my payment secure?
Yes. Every payment is processed by Shopify Payments using PCI-DSS compliant security and SSL/TLS encryption. We do not see or store your full card details — these are handled directly by the payment provider you choose at checkout. Our entire website is also served over HTTPS for additional security.
Can I use Klarna to pay in instalments?
Yes. At checkout, select Klarna as your payment method. Klarna will run a quick eligibility check and offer you a repayment plan (typically 3 instalments). The terms of your Klarna plan are governed by Klarna directly — see their terms at klarna.com/uk.
Can I change or cancel my order?
If you need to change or cancel your order before it's dispatched, please email support@boneroshop.com immediately with your order number. If your order hasn't entered the dispatch process yet, we'll do our best to make the change. Once an order has been dispatched, you'll need to follow our standard returns process — see our Refund Policy.
What currency are your prices in?
All prices are shown in Pounds Sterling (GBP). We currently operate below the UK VAT registration threshold and are not VAT registered, so the price you see is the final price you pay — there are no taxes added at checkout.
Delivery
Where do you ship?
We currently ship to the United Kingdom only — including mainland England, Wales, and Scotland; Northern Ireland; the Scottish Highlands and Islands; and the Isle of Wight. We do not currently ship to the Channel Islands, Isle of Man, BFPO addresses, or any address outside the UK. International shipping is on our roadmap for 2027.
How much does UK delivery cost?
Free. Standard UK delivery is free on every order, with no minimum spend.
How long does delivery take?
Most orders arrive within 6 to 9 business days from when you place the order. That breaks down to 1-2 business days for processing in our warehouse and 5-7 business days for the carrier to deliver.
Will I get a tracking number?
Yes. As soon as your order is dispatched, we send you an email with your tracking link. You can track the parcel through the Track123 link in your dispatch email or directly on the carrier's website.
Which carriers do you use?
We work with three trusted UK carriers: Royal Mail, DPD, and Evri. The carrier used for your specific order depends on your delivery address and the most efficient routing for your area. Your dispatch email will tell you which carrier is delivering your order and provide the tracking number.
What if I'm not home when the carrier arrives?
Each carrier handles missed deliveries slightly differently. Royal Mail typically leaves a "Sorry we missed you" card with redelivery and collection instructions. DPD usually attempts redelivery the next business day. Evri will typically attempt redelivery up to two times. You can also leave specific delivery instructions at checkout (such as "leave with neighbour" or "leave in porch") and we'll pass them to the carrier.
What if my order is delayed?
Some delays happen — bad weather, busy carrier periods, or peak retail seasons. If your tracking shows no updates for more than 3 business days past the expected delivery date, please email us at support@boneroshop.com with your order number and we'll investigate with the carrier.
What if my parcel is lost?
If our investigation with the carrier confirms your parcel is lost, we'll either send you a replacement free of charge or issue a full refund — your choice. Lost parcel investigations typically take 5-10 business days for the carrier to formally confirm.
What if my order arrives damaged?
Please email support@boneroshop.com within 48 hours of receiving your order, with clear photos of the damaged item and packaging. We'll arrange either a replacement (subject to stock) or a full refund including any return shipping costs. You won't need to pay to return a damaged item.
Returns and refunds
What's your return policy?
We offer a 30-day return window from the date of delivery. You can return items for any reason within 30 days, as long as they are in original, unworn condition (indoor try-on is fine). You also have a separate statutory 14-day right of cancellation under UK consumer law — see our Refund Policy for full details.
How do I return an item?
Email support@boneroshop.com within the return window with your order number, the items you want to return, and the reason for return. We'll send you return authorisation and full shipping instructions within 1 business day. Then pack the items securely and send them to: Boneroshop Returns, Unit DC8 Glendon Road, Rothwell, Kettering, NN14 1UB, United Kingdom.
Who pays for return shipping?
For change-of-mind or fit returns, you cover the return shipping cost. For faulty, damaged, or incorrect items, we cover return shipping — we'll either send you a prepaid label or refund the cost separately.
When will I get my refund?
Within 7 business days of us receiving your return. Your bank or card issuer may take an additional 3-10 business days to credit the funds back to your account.
How will I get my refund?
Refunds are issued back to the original payment method. If you paid by card, the refund goes back to that card. If you paid through Klarna, your repayment plan will be adjusted by Klarna directly.
Can I exchange instead of getting a refund?
Yes. When you email us for return authorisation, just let us know the size or style you'd like to exchange for. Once we receive your return and confirm the exchange item is in stock, we'll dispatch the replacement at no additional shipping cost.
Do you charge restocking fees?
Never. There are no restocking fees on any return.
Products
Are your sandals made of real leather?
No — and we're proud to tell you. All Boneroshop sandals are made from premium vegan leather (polyurethane) and some styles include vegan suede (polyurethane microfibre). They look and feel like real leather, age with character over time, and contain no animal-derived materials.
What is vegan leather?
Vegan leather is a synthetic material designed to replicate the look, feel, and durability of real leather. The premium polyurethane vegan leather we use has the texture, appearance, and ageing characteristics of leather, while being significantly more affordable and free of any ethical complexity around animal sourcing.
How do I care for my sandals?
For vegan leather styles: Wipe clean with a soft dry cloth. For deeper cleaning, use a damp cloth with mild soap, then air-dry away from direct heat.
For vegan suede styles: Brush gently with a soft suede brush to lift dirt and restore the nap. Avoid water and machine washing. Spot-clean with a slightly damp cloth if needed.
For all styles: Avoid prolonged exposure to water and direct sunlight to preserve the colour. A protective spray suitable for synthetic materials can be used to repel moisture.
What sizes do you offer?
- Men's sandals: UK sizes 6 to 12
- Women's sandals: UK sizes 3 to 8
How do I know what size to order?
Our sandals run true to size. We recommend ordering your usual UK size. If you typically wear half sizes or have wider feet, we suggest sizing up by one. For the most accurate fit, you can measure the length of your foot in centimetres and compare with the size guide on each product page.
What if the size doesn't fit when it arrives?
No problem. Try them on indoors on a clean dry surface like a carpet or rug to check fit and comfort. If the fit isn't right, just follow our standard returns process within 30 days. As long as the sandals are unworn outdoors and in original condition, you'll get a full refund or an exchange — your choice.
Account and contact
How do I contact customer service?
The fastest way is by email at support@boneroshop.com. We respond within 1 business day, Monday to Friday. For urgent enquiries you can also call us on +44 20 8040 0104 during our customer service hours.
When are you open?
Customer service is available Monday to Friday, 9:00 AM to 5:00 PM UK time. Email and phone are not monitored on weekends or UK bank holidays — but emails received over the weekend will be answered on the next business day.
How quickly do you respond?
Within 1 business day, Monday to Friday. During particularly busy periods (such as Christmas, Black Friday, or major sale events) response times may occasionally be slightly longer — we appreciate your patience.
Where can I find you on social media?
You can follow us on Instagram (@boneroshop) and Facebook for new arrivals, styling ideas, and occasional behind-the-scenes glimpses of the brand.
Still got a question?
Drop us a line at support@boneroshop.com with your question and your order number (if applicable) and we'll get back to you within 1 business day.
