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Frequently Asked Questions

Frequently asked questions

On that page, you can find answers to the most usual asked questions.

For any additionnal question, please contact us by filling the form.

My account

I can't access my account, what can I do?

If you're having trouble accessing your account, try to reset your password by clicking the "forgotten your password?" link. An email will be sent to you with your new password. You willl then be able to change it within your account.

Why should I join your fidelity program?

At Finsbury, we want to reward our loyal customers. Therefore, by registering to the program, you will be able to enjoy various discounts on your next purchases. By reaching the Premium status (you have to accumulate more than 1000 points), new exclusive offers will be sent to you. It's simple, the more you order, the more you earn points. For more information, visit our Terms of Use.

I have a question regarding a product or an order, how can I get in touch with you?

In order to contact us, please fill in the form. Our customer care team will get back to you as soon as possible (in less than 48 hours). Please note that our Customer Service is open from Monday to Friday 9:00 to 18:00 (UTC+1).

Products

How can I ensure the product I want is the correct size for me?

Please check our Size Guides to order the right size for you. 

How do I take care of my Finsbury products?

To educate yourself with the different steps on how to keep your Finsbury products in perfect condition, please visit our Shoe Care Tips guide. You will find all the information you need, whether you want to understand how to polish your shoes, why you should use a shoe tree and many more.

I am interested in buying a product that is not available anymore, what can I do?

If the product you want is currently out of stock on our website, please get in touch with us ! There is a big chance that the product is either available in one of our many shops or that it will be back shortly.

Payment

What payment methods can I use on finsbury-shoes.com?

For security reasons, we only accept VISA, MASTERCARD, AMERICAN EXPRESS and BANCONTACT 3D secure cards. To confirm your payment, you will receive a security code to enter on our payment page (sent by your own bank).

My payment is refused, what shall I do?

Your payment may be refused because your credit card is not 3D secure, the secret code entered is incorrect or because the bank account you're trying to use doesn't have enough funds. In that case, please contact your own bank. We recommand you to use another credit card if the issue remains or get in touch with us.

I have a discount code, how do I use it?

If you have a discount code, simply add products in your basket and once you're done, add the discount code on the "I have a Discount" box on your basket. Press "OK" and if the discount code is correct, it will automatically be added to your basket.

Delivery

Do you offer free delivery?

Yes, free delivery is available for orders over €250 that are delivered to France.

Are parcels tracked?

Yes, all our parcels are sent via DPD and are tracked. Once the order has left our warehouse, an email is sent to you with the tracking number.

Where can you deliver?

Delivery is available in France, Belgium, Luxembourg, Spain, Italie, the UK and the Netherlands.

Returns

I received the wrong item, the item I received is different from what I thought, I want to return a product, what shall I do?

You can return an item, without providing any reason, up to 14 days after you received the parcel. Please visit our Delivery & Return page for further information.

According to the tracking of the parcel I returned, you have now received it but I still haven't heard from you, why?

Please note that the return process can take up to 15 working days from the day we received the parcel (indicated by your tracking number). Therefore, there is a big chance we already have received your order but it has not been validated by our logistic center yet. You will receive an email to confirm your return has been accepted. From that email, exchanges are made within 24 to 48 hours, refunds are processed within 24 to 48 hours.

I received an email confirming my return was accepted by your logistics but I still haven't received my money back, why?

We try to process refunds as quickly as possible. Once your return is accepted, you should receive your refund on the credit card you used within 48 working hours. If you have any question, please contact us.