FAQs

How quickly will I get my order?

As Websters shoes are specially made for you the manufacturing process can take up to 10 days.  Standard delivery takes between 1 and 3 days after your order has been manufactured, but we can also offer a next day delivery service.  To see full details of all our delivery terms click here.

Can I claim for VAT relief?

Individuals who are chronically sick or disabled can claim VAT relief on our Websters and Aetrex range of products. Some conditions also qualify for VAT relief, visit our dedicated page on this here. If you qualify for relief you must complete the form in the checkout section. For details of these and other conditions which allow purchasers to claim VAT relief, visit our dedicated page here.

How do I claim VAT relief?

To be able to claim the relief, if you qualify, you must complete the VAT relief form in the checkout section. There’s more on VAT relief here. 

Will the shoes fit?

Our specially designed measuring guide allows us to make shoes for you that we’re sure you’ll find to be a great purchase, but on the very rare occasions that they don’t prove to be exactly what you want you can return the shoes for a refund or an alternative fitting.
We always work as hard as we can to ensure your satisfaction, so we’re also sure that you’ll be equally satisfied with our range of socks and insoles.

Can I return my bespoke shoes for a refund?

If you choose to bespoke your shoes they will be made specifically for you and so we are not able to offer refunds or exchanges for bespoke shoes unless they are faulty.

Does Websters provide/sell heel raisers?

Yes we do. Heel raisers can be put into shoes to accomodate for people who have one leg shorter than another - there can be lots causes of this such as a broken hip or natural asymmetry amongst many others. This excess strain on your feet may eventually change the structure of the foot, resulting in additional damage and further pain.

Websters offer heel raisers on it's bespoke range of footwear for an additional charge. Simply call free on 0800 249 4020 or email info@webstershoes.co.uk when you order to let us know which shoe you'd like your raiser to be put into and how tall you'd like it. We can raise each foot by different amounts to a maximum height of 25mm each.

If you've bought shoes from Webster, you can send them in to us and we can add heel raisers to them (again at an additional cost) - call or email us to find out more.

What are Softop™ socks?

Our Softop™ socks provide excellent comfort and are great for people with wider or swollen feet and legs. They are highly recommended for those with circulatory problems. All of these socks have minimal seaming which is especially welcome for Diabetes sufferers because it reduces the risk of skin damage.

Do I have to create an account?

Creating an account happens automatically when you make a purchase. Simply purchase via our checkout and you will be asked to provide a password along with your address details. An account will automatically be created for you allowing you to  benefit from faster shopping in the future, order history and email updates of special offers and new products.

I can’t remember my password, what should I do?

If you cannot remember the password click here and a new password will be sent to the email address you provided when you set up your account. 

I haven’t received my order, what should I do?

Email info@webstershoes.co.uk or call our Customer Services team on freephone number 0800 249 4020

What is the Healthy Footwear Guide?

 

The Healthy Footwear Guide is a list of 11 criteria which a shoe must meet in order to be considered a “healthy shoe”. The Healthy Footwear Group is collaboration between key figures in the UK footwear industry and health professionals. Their aim is to help members of the public make healthy choices when purchasing footwear and to encourage manufacturers to consider the health of their customer’s feet when designing new products. Websters is committed to healthy footwear and is proud to display the Healthy Footwear Logo on shoes which have passed the criteria.

To qualify as “healthy footwear” a shoe must meet all of these conditions:

  • -  Toe box allows normal foot function for the individual
  • -  Adequate width and depth achievable for wearer’s foot function
  • -  Sole does not interfere with normal foot function
  • -  Softness and flexibility of upper and lining surfaces of shoe
  • -  Stable heel of approximately 25mm height
  • -  In-shoe climate which promotes a healthy environment within the shoe
  • -  Shoe provides reasonable cosseting of vulnerable areas of the foot
  • -  Shoe retains its fitness for purpose for a reasonable period of time
  • -  Shoe must not noticeably slip on the foot
  • -  Availability of product advice and support
  • -  Outsole grip meets industry standards

If you’d like more information about the Healthy Footwear Guide visit their website at www.Healthy-Footwear-Guide.com.

 

 

FAQs - Bespoke Insoles

 

How do I use my Impression Pads?

When you order bespoke insoles with Websters we’ll send you two impression pads (one for each foot). Place one of the pads on a level, flat piece of floor then stand with one foot on the pad being sure to put all your weight onto the pad to ensure you make a firm impression for us to manufacture your bespoke insoles accurately. Making an impression can take up to one minute per foot so make sure you have something (or someone) to hold onto! Once you’re satisfied you’ve made a good impression in the first pad, swap over and repeat the process for the other foot on the other pad. Once you’ve finished making your impressions, put the pads in the free post bag provided and send it back to us – then just kick back and relax while we digitally scan the impression pads to make your insoles.

How long will it take to delivery my insoles?

The impression pads will take 1 to 3 days to arrive. Once we recieve your impression pads back it will take us up to 5 working days to make your insoles. Then we will send them to you which may take up to 3 working days. Overall, if you post your impression pads back to us prompty, you should expect the process to take around 2 weeks

How long will my insoles last?

This is highly dependent on how much you use your insoles: Everyday insoles should last up to 2 years whereas keen runners, who use their insoles often, can expect their insoles to last up to 6 months.

Can I return my insoles for a refund?

Our bespoke insoles will be made specifically for you and we are not able to refund or exchange bespoke insoles unless they are faulty.

Can I wash my insoles?

You can carefully hand wash the insoles but do not machine wash, submerge in water or tumble dry them.

If I’d like more insoles will I have to go through the same Impression Pad process again?

No, once we make your insoles your foot shape is saved on our computer system so we can make copies of you insoles without having to send out further Impression Pads.

Are your soles the same as I would get from my orthotist/podiatrists?

No. Our insoles are made from similar materials but those dispensed by clinicians are usually for corrective purposes whereas ours are designed for additional comfort and not for corrective purposes.