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FAQs

Do you have a size guide? 

Our size guide is available online through this clicking here, Size Guide. Under each product page, in the Size & Fit tab you will find the relevant information relating to the style. 

Where do you ship to?

We ship worldwide with UPS - however certain restrictions do apply i.e. for our Russian customers we will only deliver to their business or place of work. 

Which payment cards do you accept?

We accept all major international credit and debit cards. We are unable to accept any other method of payment. 

Can I only order online?

We also accept orders through our dedicated sales line, please call 

Once an order has been made can I cancel?

Unfortunately once an order has been made we are unable to cancel your order

Why have I been charged fees on my international order?

Unfortunately taxes and fees may be applicable to orders outside the EU and the customer is responsible for these charges. We will not refund these fees. If you fail to pay these fees and UPS return the item to us, we will have to charge a re-ship fee. 

I'm an international customer, can I get the VAT back? 

Unfortunately, our pricing structure is that every customers pays the price on the website. For our customers from the UK and EU, the rate of VAT is 20% which is applied to all orders, and this is invoiced as such. 

I have forgotten my log in details to the website? 

Please reset this via the My Account area of the website. Alternatively please contact us for assistance.

When will my item be dispatched? 

We aim to dispatch all orders placed by 4pm Monday - Friday the same day. However it may take up to 24 hours to dispatch your order. 

Can I change my delivery address? 

Unfortunately once the delivery address has been entered online, we are unable to amend this for you. 

Can I cancel the order I've just placed? 

Our team are extremely fast at dispatching your item, so fast in fact, we are unable to cancel any orders placed. 

Why have I been asked to provide identification?

From time to time, we have to make relevant security and fraud prevention checks, as part of this scheme, we may email asking for official identification i.e. a passport or driving license. Once we have this information, we will proceed with your order.

Can I track my order?

Up to dispatch tracking can be made through your account on our website. After dispatch we will provide you with a parcel tracking number from UPS - with this you will be able to track your order right through to delivery. 

I missed my order and it has been returned to you?

Unfortunately, a reshipping charge will be applicable before we dispatch the item for a second time. 

Where is my order?

To ensure the fastest delivery times, we use UPS to ship your items. On occasions parcels do go missing, please contact us 7 days after delivery confirmation and we will raise a search for you. UPS may have to contact you in relation to a delivery. 

Can I return my order?

In the United Kingdom, we apply the Distance Selling Regulations to all purchases. More information is available under Delivery & Returns. For orders outside of the UK, please contact customercare@kandeeshoes.com for the relevant information. 

*Special orders cannot be returned for a refund as per our terms & conditions 

Can I return my order in person? 

Unfortunately we do not operate a customer contact centre. All orders must come back through the authorised channels, we will not accept any orders returned to us personally. 

When will my refund reach my bank?

All refunds will be refunded within 30 days.

Why has my postage not been refunded?

We do not refund any postage fees, unless the item has been authorised as faulty by our customer care team.