Your online order will be dealt with as promptly as possible and we endeavor to dispatch goods as soon as your payment and address have been verified. However, please note that we only dispatch on weekdays Monday - Friday. Weekend orders will be processed first thing Monday morning GMT.
For Weekend deliveries please get in touch as we can try and provide a weekend service but this will be at our discretion and a more expensive option.
UK Next Day Delivery (excluding Northern Ireland)
We offer UK next day delivery, charged between £8 to £12 depending on order weight and is available for UK orders only. All orders need to be placed before 12 pm / Midday GMT for next working day delivery. Orders placed after this will be delivered within 48 hours. Orders placed on Friday after 12 pm will be despatched on the following Monday. Deliveries are made within working hours and will require a signature. For this reason, we ask for your email and contact number. You will receive an email with your estimated delivery time giving you a 3-hour window of arrival. You can also track the live progress of your parcel, counting down to a 30-minute window by using your unique tracking number.
If for some reason you miss the first delivery attempt, three attempts will be made in total and a signature is always still required. Two calling cards will be left and on the third missed attempt, a note will be left letting the recipient know that the item will be returned to a depot and then to our warehouse after 5 days.
Shipping charges of £7 are applicable for sending up to 3 pairs of shoes. Please contact us if you wish to order more items.
Europe 2 to 5 Day Delivery (see specific countries)
Estimated times of delivery within Europe is approximately 2 – 5 days from the date of dispatch from our London warehouse to European destinations.
Deliveries are made within working hours and will require a signature. For this reason, we ask for your email and contact number. You will receive an email with your estimated delivery time and you can also track the progress of your parcel on a map, counting down to a 15-minute window by using your unique tracking number.
We currently ship to the following countries: Austria, Albania, Andorra, Belgium, Belarus, Bosnia Herzegovina, Bulgaria, Canary Islands, Cyprus, Czech Republic, Croatia, Channel Islands, Denmark, Estonia, Faroe Islands, France, Finland, Germany, Greece, Greenland, Gibraltar, Hungary, Iceland, Ireland, Italy, Kosovo, Luxembourg, Latvia, Lithuania, Malta, Macedonia, Moldova, Monaco, Netherlands, Norway, Portugal, Poland, Romania, Russia, Serbia, Spain, Sweden, Slovakia, Slovenia, San Marino, Switzerland, Turkey, Ukraine.
* For non-EU countries please be aware that import tax and duties may apply upon receipt of your parcel and are regulated by your government.
Estimated times of International delivery are approximately 4 – 7 days from the date of dispatch.
Deliveries are made within working hours and require a signature. For this reason, we ask for your email and contact number. You will receive an email with your estimated delivery time.
If ordering more than 2 pairs of shoes, one of our team will be contacting you to discuss your delivery options as the shipping cost are due to change depending on the size and weight of the parcel. If you have any questions please contact us, with the email at the bottom of the page.
We do not deduct UK VAT automatically from orders shipped to non-EU countries. For more information on VAT reductions please contact us.
Please be aware all purchases are subject to import tax and duties set by your local government.
If you don’t find your country listed, please contact us at and we can organise a shipping quote for you.
Delivery times may vary and the responsibility of the carrier. Delays occurring after dispatch are also the responsibility of the carrier. We can not be held liable for delays due to adverse weather conditions or transport difficulties once they have left our Tracey Neuls Limited distribution point, however, we can help track and make sure that your order gets to you as quickly and reliably as possible.
Please be advised we do not ship orders on UK bank holidays.
If you need to return your items, a sticker with our return address should be included with your items. Our return slips offer a place for you to write a reason for your return, please oblige as we appreciate customer feedback and would like to find the right shoe for you as an exchange.
Please send your return items to this address:
29 Marylebone Lane
London W1U 2NQ
Full priced goods must be returned within 14 days of dispatch. Sale items must be returned within 7 days. All goods must be returned unused, with all the original packaging intact. Any Tracey Neuls black bags and boxes must be included with your return, along with the original dispatch note and receipt that was supplied.
We have the right to not offer refunds or exchanges for items that are worn, damaged or have been returned in a state that Tracey Neuls Limited deems as un-saleable. If goods are returned to us and not deemed acceptable for an exchange or refund, Tracey Neuls Limited will send them back to the customer.
Tracking your Return
You are responsible for the financial value of any goods that are being returned until we receive them, so we recommend that you use a trackable postage service and retain proof of postage.
Once your return order has been received, we aim to process it as quickly as possible. Please note that at peak times, it may take us longer than usual to process your return. Please ensure you include your receipt when returning any items, as without this we are unable to complete your refund. We will notify you by email when we receive and approve your return to discuss the exchange alternative. If we are issuing a refund, this will be done by the same payment method as your order and within 14 days of Tracey Neuls Limited emailing you to confirm that we have received the returned goods.
If you have any queries at all regarding your return, please email our team at email@example.com