FAQ

Buy

Do I need an account to order?

You can order from Delilah Gonzalez without an account. You can check out directly as a guest.

What are the benefits of registering an account?

Once you create an account, you will enjoy the following benefits:

Review past purchases.

Manage your account details and order history.

Save items to My Collection.

Receive our newsletter by email

Do I need to pay for delivery?

Yes, there is a delivery fee. Please refer to our Delivery and Returns page for more details.

Do I need to pay for duties and taxes?

For purchases in the UK and Europe, our prices include VAT.

For North America, our prices include duties, but sales tax may be charged depending on the country the item is shipped to.

For all other overseas customers, you will be responsible for any duties and taxes incurred. Please visit your country's tax office website for more information.

What payment methods can I use to purchase online?

We accept debit and credit cards, Google Pay and Apple Pay.

Can I chat with us about my order? You can submit a query via our

Contact form, or you can contact us by phone if you need further assistance. For more details, please visit our Contact Us page.

Can I modify or cancel the items in my order?

Unfortunately, we are unable to modify orders that have already been received. If any part of your order is incorrect, you will need to cancel the entire order and create a new one instead. Please contact our Customer Service team for further assistance.

What if the item I want is out of stock?

If the item is temporarily out of stock, we recommend that you submit your email address on the product page and we will notify you when the item is available.

You can also choose to check the stock availability in our retail stores.

Alternatively, you can contact our Customer Service team directly and they will recommend similar styles from our product range.

Do you offer a Click and Collect service?

Unfortunately, we do not currently offer Click and Collect in our stores.

Can I buy a gift certificate online?

We do not currently offer online gift certificates.

However, you can purchase a gift certificate directly from our retail stores. Retail gift vouchers can only be redeemed in retail stores in the country where the gift voucher was purchased.

Products

How do I know what size to order?

Please refer to our Fitting Guide.

Our shoe sizes follow the UK Standard Measurements. If you are unsure of your size, or need help using the Fitting Guide, please contact our Customer Service Team.

Do you offer wide shoes?

Our standard shoe width is UK size "E". However, we also offer a limited number of wide shoes in sizes "F" and "G", please refer to our Men's Shoes range and use our product filter options.

Our standard shoe width for women's shoes is "C". However, we now also offer a limited number of styles in size "D", please refer to our Women's Shoes range and use our product filter options. For more information, please contact our Customer Service Team.

What size last should I order?

Our lasts are sized E and are only available in whole sizes. If you require a half size, we recommend ordering a half size down. For example, if you are a size 8.5E, we recommend that you order a size 8 last.

We do not sell size G lasts, so if you are a size G, we recommend that you go up a size (full size), half a size (half size). For example, if you are a size 8G or 8.5G, we recommend that you order a size 9 last.

What should I do if I think I have received a defective product?

Please contact our Customer Service team and we will provide you with the best solution. Please include your order number and photos of the defective product.

Remember that goods that are damaged through normal wear and tear or your own misuse are not considered defective products. This does not affect your statutory rights.

How do I care for my shoes or boots?

Delilah Gonzalez shoes are made from the highest quality materials and will last for many years if properly cared for. We recommend that you clean and polish the uppers regularly to protect the leather and extend its life.

For information on how to care for your Delilah Gonzalez shoes, please refer to our comprehensive shoe care guide.

Can the soles of my shoes be repaired?

With the exception of our driving shoes and slippers, all other Delilah Gonzalez shoes can be sent in for a resoling. Please see our Repairs section for more information.

Please note that if your shoes have been previously repaired elsewhere, we may not be able to offer a resoling service.

Can I order a 'stick-on rubber sole' and/or metal toe cap?

We do not offer an online service, but you can contact our retail stores directly and they will be able to advise you. Delilah Gonzalez is not responsible for any problems that may arise during wear if a 'semi-rubber' or 'stick-on sole' is fitted by a non-authorised repairer.

What size waistband should I order?

For the best fit, we recommend ordering one size larger than your UK waist measurement.

Shipping

Who will deliver my parcel? How long will it take?

Your order will be delivered by DHL or DPD. Normal delivery times are as follows:

Region Approximate time

UK 1-3 working days.

2-3 business days for Europe and North America.

3-5 business days for the rest of the world.

How do I track my package?

You will receive an email letting you know when your order has been dispatched with the courier's tracking number. You can track the progress of your order on the courier's website.

Do you deliver to PO boxes?

As all packages require a signature, we are unable to deliver to PO boxes. Your package should be sent to a residential or work address.

Refunds and Returns

How do I return an item?

If you are not satisfied with your purchase in any way, you may return it for a refund within 28 days of receiving it. Returns are subject to a fee. Please refer to the Returns section of our website for more details.

Please note that items must be returned in the same condition in which you received them. Please ensure that the shoes are unworn, unmarked, and returned in their original packaging with all items included.

Can I exchange an item?

Unfortunately, we are unable to accept exchanges. To exchange an item, please return the original order and place a new order.

How long does a refund take?

Returned items are inspected to confirm their condition before a refund is issued. Once a refund has been authorized, we will send you an email confirmation. The time it takes for a refund to be credited to your payment method will depend on the payment method you used, but it is usually within 14 days of receiving the returned item. Refunds will be issued to the credit card or payment method used for the original purchase.

Can I return items purchased online to a Delilah Gonzalez retail store?

You can return items to our retail stores, but retail stores do not offer exchanges or refunds. However, retail stores can return items to our e-commerce department on your behalf.