GENERAL QUESTIONS
What size should I choose?
At SHOE THE BEAR, we use European sizing. The chart below is a general guideline to help to determine your footwear size.
Please contact us at online@shoethebear.com.
I have not received my order confirmation
If you haven't received your confirmation email, please check your spam filter and unwanted mails. Otherwise, you may have entered a wrong email address. Please contact us at online@shoethebear.com so we can confirm your purchase.
Can I change my order after completing the purchase?
Yes you can.
Your order will be packed within 24 hours after purchase. Therefore, if you wish to make a change or cancel your order, you need to let us know within this timeframe. After that, we can't guarantee that we can change your order. Please contact us by email to online@shoethebear.com.
I haven't received my order / Can I track my shipment?
You can always track your package on DHL, TNT and UPS' homepage. Your parcel number has been sent to your mail, together with your invoice. In case you haven't received your track & trace number, please contact us at online@shoethebear.com, so we can inform about your package's status.
How do I use my discount voucher?
Discount code is entered at the checkout - After selecting the product you would like to purchase you proceed to checkout and enter a "Discount Code". When you press the "Apply Coupon" button the discount will automatically be deducted from the total.
Newsletter and Social Media
What is the SHOE THE BEAR newsletter and how often do I get emails?
We send approximately one email every other week regarding trends, shoes and news from SHOE THE BEAR.
The benefits of SHOE THE BEAR newsletter:
Here are 3 fast and good reasons to why you should join the newsletter:
1. News and trends - you get current information on the latest news on the home page, for example, new models or information about restocked models.
2. Promotions and sales - you get the first message on current and upcoming offers and sales.
3. Discount coupons - when you are subscribed to our newsletter, you will get lots of benefits, including exclusive discount codes that can be used in our online store.
2. Promotions and sales - you get the first message on current and upcoming offers and sales.
3. Discount coupons - when you are subscribed to our newsletter, you will get lots of benefits, including exclusive discount codes that can be used in our online store.
How do I sign up for the newsletter?
You sign up for the newsletter by entering the following link: Newsletter signup
Important: Do not mark e-mails from SHOE THE BEAR as SPAM, as this leads to other e-mails from SHOE THE BEAR (eg. The order confirmation), nor sent to your inbox.
If you did not find what you were looking for, please contact us at online@shoethebear.com
DELIVERY & RETURN
SHIPPING RATES & DELIVERY TIME
- All our online order are shipped as insured parcels through DHL, TNT and UPS
- You will receive a track & trace number as soon as the item(s) leaves our warehouse
Our shipping rate and delivery time outside Europe are listed as below:
- TNT Express: 10$ / 4-6 business days
- DHL Express: 15$ / 3-5 business days
- UPS Express: 18$ / 2-4 business days
RETURN
- 30 days return policy
- Full refund of the original shipping costs
- See how to return under the section Returns & Exchanges or under our Terms and Conditions
For non-EU customers: Please note that local charges (custom duty, sale taxes) may be added to your order, depending on the region and local custom duties. These charges are at the customer's own expense.
RETURNS & EXCHANGES
How do I return a pair of shoes?
You have 30 days right of return when you shop online at SHOE THE BEAR. Your return right start at the receipt of the goods.
Upon return, the return cost is on you. We recommend that you send the return parcel as insured package, in case of lost goods.
Please return the package in the same condition as you received it in.
Please enclose your receipt and the completed return form for why you want to return your good(s).
How to make a return:
1. All returns must be sent to the following address.
Note: We do not accept any liability for the return package before it is in our possession.
2. Drop the return parcel in your local postal office.
3. Once we have received the parcel and reviewed for its content, the amount will be credited to the card used for the purchase. It can take up to 7 business days for our warehouse to process the return, we therefore ask for your patience.
Please contact us at online@shoethebear.com in advance, if you want to change the item to a different size, color etc. In this way we can immediately order the new item in our warehouse.
Prime Cargo USA Inc.
2105 W Corporate Drive, Unit B
Addison, IL 60101
(Write "RETURN PARCEL / WEBSHOP" on the parcel)
Phone: +1 630 230 6432
Note: We do not accept any liability for the return package before it is in our possession.
2. Drop the return parcel in your local postal office.
3. Once we have received the parcel and reviewed for its content, the amount will be credited to the card used for the purchase. It can take up to 7 business days for our warehouse to process the return, we therefore ask for your patience.
Please contact us at online@shoethebear.com in advance, if you want to change the item to a different size, color etc. In this way we can immediately order the new item in our warehouse.
When do I get my money back?
Once we’ve received the package we make a refund within 2 days. The transfer takes maximum 3 working days before the money is back on your account.
Do I have any complaint regarding my shoes?
Should you have any complaints regarding missing, wrong or damaged items, or should the shoes not fit perfectly, please contact us at online@shoethebear.com.
PAYMENT & SECURITY
What are my payment options?
Shoe The Bear accepts following credit cards: VISA, VISA/Dankort, VISA/Electron, EUROcard, Mastercard and Mastercard Debit. The amount will be deducted from your account once the purchased item(s) leaves our warehouse.
We also accept PayPal
Security
All purchases on www.shoethebear.us are handled via an encrypted SSL connection (Secure Socket Layer). Therefore, we do not have access to your account information. Only NETS has access to your data. Your personal contact information is 100% confidential and will never be surrendered to anyone else.
Registration information for SHOE THE BEAR's newsletter will also be used internally. We use this information by ordering and marketing our products directly to you.
ORDER AND PAYMENT
How do I order from SHOE THE BEAR?
You choose the item(s) you want to purchase and add them into the "shopping cart". You can edit the contents of the shopping cart at any time and continuously check the content and price of the good(s).
1. When you are ready to place your order, click the shopping cart icon and click "Check out."
2. Then enter your information and click "Continue to Shipping Methods"
3. Then select the shipping method you want and press "Continue to payment method"
4. Then you will be directed to a secure payment page where you will enter your credit card information. You can cancel your order at any time until you confirm your payment information by clicking the "Finish payment" button.
The amount will first be deducted from your account once the item(s) leaves our warehouse.
Non EU customers. Please note that local charges (custom duty, sale tax) may be added to your order, depending on region and local custom duties. These charges are at the customer own expense.
Can I track my package?
You can always track your package on DHL ans TNT's homepage. Your parcel number has been sent to your mail, together with your invoice. In case you haven't received your track & trace number, please contact us at online@shoethebear.com, so we can inform about your package's status.
