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FAQ (Frequently Asked Questions)

Welcome to the Sandpiper Shoes Frequently asked questions page. We hope this page will answer any query you may have about us and our products.

If you have a query that is not answered on this page please email us at sales@sandpipershoes.com or call us free on 0800 822 3133. Lines are open Mon-Fri 9am-4.45pm (excluding public holidays).

 

OUR BRANDS

Sandpiper Shoes LogoWho are Sandpiper Shoes?

Sandpiper Shoes are the primary brand name of Railtons, a long established family business based in Banbury, Oxfordshire, UK. Shoes with the Sandpiper brand offer an extra wide fitting from 3E to 8E in width, offering shoes for both men and women and includes shoes, boots, sandals, moccasins and slippers.

To find out more about the company and its history please take a look at our about us page.

Suave Shoes LogoWho are Suave Shoes?

Suave Shoes are a brand name of Railtons, a long established family business based in Banbury, Oxfordshire, UK. Suave Shoes are a brand of ladies comfort shoes in width fittings D to EE, catering for those who need shoes a little wider than average ladies shoes, but demand the ultimate style and comfort.

SoftWalk Shoes LogoWho are SoftWalk Shoes?

SoftWalk Shoes are a brand name of Railtons, a long established family business based in Banbury, Oxfordshire, UK. SoftWalk are a stylish brand for men with smart, practical styling combined with softness, flexibility and comfort.

 

BUYING FROM SANDPIPER

How can I place an order?

You can place an order either online at sandpipershoes.com, by telephone free on 0800 822 3133 or by post using an order form from one of our Mail Order brochures. 

How much do you charge for postage and packaging?

UK Delivery

Standard UK & Ireland: Postage and packaging costs only £3.95 (Royal Mail)

Next Day UK Delivery costs £15.00 (guaranteed by 1pm next day if order placed by midday Mon-Fri)*

UK Returns

UK delivery includes FREE returns (within 14 days) and FREE exchanges (no carriage charges on replacement items within the UK). Please use the returns label included in your delivery parcel.

* Delivery cannot be guaranteed at weekends or on Bank Holidays. Delivery will be made the next working day.

EU Delivery

Standard EU Delivery, 7-14 Days £10.00 + £5.00 per additional pair of shoes

EU Returns

Returns accepted in perfect condition charged at customer's own expense:
SANDPIPER SHOES, SANDPIPER HOUSE, BEAUMOUNT CLOSE, BANBURY, OX16 1TG, ENGLAND

Worldwide Delivery

Please call us on 0800 822 3133 if you would like to place an order for worldwide despatch. We cannot guarantee that we will be able to despatch to every country.

Standard Worldwide, 14-21 Days £16.00 + £8.00 per additional pair of shoes

Worldwide Returns

Returns accepted in perfect condition charged at customer's own expense:
SANDPIPER SHOES, SANDPIPER HOUSE, BEAUMOUNT CLOSE, BANBURY, OX16 1TG, ENGLAND

How do I get free returns and free exchanges?

If you have to return your shoes for an exchange or refund, please follow the instructions in the Invoice/Returns note that comes with your order.

Returns for refund or exchange are FREE within 14 days within the UK using our returns service. Simply use the free returns label provided with your order and take your package to your nearest Post Office for them to be returned to us at no additional cost to you.

There is no carriage charge on replacement items within the UK. Returns and exchanges from outside the UK are charged at customer’s own expense.

Products purchased from one of our independent retailers must be returned to the shop where you purchased the shoes for refund or exchange.

How can I find a local Sandpiper stockist?

If you would like to try on a pair of Sandpiper shoes before making a purchase, Sandpiper Shoes can be found in independent retailers around the country.

To find your nearest stockist please use the stockist locator on our website by visiting: sandpipershoes.com/stockists

How can I receive your latest brochure?

Sandpiper Shoes produce seasonal Mail Order brochures between two and four times per year.

If you would like to be added to our mailing list to receive our current latest brochure or to download a PDF version of our current brochure please sign-up online at: sandpipershoes.com/catalogue-request

Alternatively, call us free on 0800 822 3133 to request the latest brochure by phone.

How long do orders take to arrive?

We aim to despatch your Sandpiper shoes by Royal Mail within 48 hours of receipt of your order. You should expect to receive your order by Royal Mail within 5-7 working days of ordering in normal postal conditions.

To enable us to be efficient, we hold large stocks of all styles, colours and sizes. If customer orders are particularly high, however, we may occasionally run out of stock. If this happens we will contact you to advise you when your shoes will be available.

No Quibble GuaranteeWhat is your no quibble guarantee?

Each pair of shoes we sell undergoes a strict quality control procedure before they get to you – and we know you’ll be delighted with them.

If, for some reason, you are not completely happy with your shoes, simply return them straight back to us in perfect, unworn condition within 14 days of purchase for a ‘no questions asked’ replacement or refund.

Returning items to us does not cost you a penny in postage costs using our FREE returns and exchanges service.

 

VAT RELIEF

What is VAT relief and who is eligible?

In line with the VAT Act 1994, individuals who are chronically sick or disabled can claim VAT relief on any product that has a “VAT EXEMPT” price. According to the definition by HM Revenue & Customs a person is “chronically sick or disabled” if he or she:

  • Has a physical or mental impairment that has a long-term affect on their ability to carry out everyday activities
  • Has a condition that doctors treat as a chronic sickness (e.g. diabetes)
  • Is terminally ill

A person with a temporary injury like a broken leg would not qualify, nor would a frail older person who is otherwise well and non-disabled.

The following conditions may also qualify for VAT relief in some circumstances; Arthritis, Multiple Sclerosis, Oedema/Swollen Feet, Heart Disease, Stroke, Bunion, Hammer Toe, Lymphoedema.

If you are unsure please ask your GP or health visitor as we are not able to give medical advice or diagnosis.

How can I apply for VAT relief?

If you have a qualifying medical condition and would like to apply for VAT Relief simply fill out the ‘Declaration for relief from VAT’ section on our Mail Order brochure order form or complete a dedicated VAT relief claim form and return it to us. It is an offence to make a false declaration.

VAT relief forms need to be posted to us at the following address:
SANDPIPER SHOES, SANDPIPER HOUSE, BEAUMOUNT CLOSE, BANBURY, OX16 1TG

When ordering at online at sandpipershoes.com you can complete and submit an online VAT self declaration during the checkout process to receive your goods at the VAT exempt price (where applicable).

Please note: we are unable to process and despatch VAT exempt orders unless we have a signed self declaration for relief from VAT on our system.

What is a self declaration?

Application for VAT relief is a signed self declaration of name, date and medical condition. It does not need the signature of a medical professional to be valid.

Please note: It is an offence to make a false declaration. If you are unsure please ask your GP or health visitor as we are not able to give medical advice or diagnosis.

How long does my VAT relief status last?

Your VAT relief status lasts 3 years from the date of application. To continue making VAT relief purchases beyond 3 years requires the submission of a new, signed and dated VAT relief self declaration to extend your VAT relief period for a further 3 years.

Can I order by telephone and receive VAT relief?

Yes. Once we have a signed VAT relief declaration on our system, subsequent orders can be taken on the phone for 3 years until your VAT relief status needs renewing.

If you are a new VAT relief customer we are unable to process your order on the phone until we have received your signed and dated VAT self declaration form. Simply fill out the ‘Declaration for relief from VAT’ section on our Mail Order brochure order form or complete a dedicated VAT relief claim form and return it to us.

VAT relief forms need to be posted to us at the following address:
SANDPIPER SHOES, SANDPIPER HOUSE, BEAUMOUNT CLOSE, BANBURY, OX16 1TG

When ordering at online at sandpipershoes.com you can complete and submit an online VAT self declaration during the checkout process to receive your goods at the VAT exempt price (where applicable).

VAT Relief PriceHow do I know which styles are eligible for VAT relief when shopping online?

For all footwear styles eligible for VAT relief the VAT relief price will be displayed prominently alongside the standard price on the website (see right).

Any footwear with only a standard price displayed are ineligible for VAT relief.

 

SIZING AND MEASUREMENT

What is the difference between UK and continental sizing?

Some styles on our website are listed in UK footwear sizes and some are listed in continental sizes. This is due to the different country of manufacture of certain styles.

To understand the comparison between the two sizing methods please take a look at our comparision chart here:
Shoe Size Comparision Table UK-EUR

 

SPECIALIST FOOTWEAR FEATURES

3 in 1 Fitting System: 2 Removable Insoles

What is a 3 in 1 fitting system?

The Sandpiper 3 in 1 fitting system is found in many of our Sandpiper extra wide shoes and boots. Footwear with the 3 in 1 fitting system feature two removable insoles, giving three fitting options for each foot.

Wear with both insoles for maximum cushioning, remove the mid-insole to give extra room or remove both insoles for use with your own orthotics or for bandaged feet.

When you first receive your new Sandpiper 3 in 1 footwear we would recommend you remove both of the removable insoles before trying them on.

If your footwear is too wide after your initial try, replace the topmost insole and then the mid-insole testing the fit each time until the correct fit is reached.

Once the fit is correct on one foot, do the same procedure with your other foot. Many people have two feet of slightly different sizes so do not assume both must be the same.

Replacement 3 in 1 insole sets are available to purchase from sandpipershoes.com

2 in 1 Fitting System: One Removable Insole

What is a 2 in 1 or dual fitting system?

The Sandpiper 2 in 1 fitting system is found in many of our Sandpiper extra wide slippers and lightweight shoes. Footwear with the 2 in 1 fitting system feature one removable insole, giving two fitting options for each foot.

When you first receive your new Sandpiper 2 in 1 footwear we would recommend you remove the removable insole before trying them on.

If your footwear is too wide after your initial try, replace the insole and test the fit again.

Once the fit is correct on one foot, do the same procedure with your other foot. Many people have two feet of slightly different sizes so do not assume both must be the same.

Elastane Stretch Feature

What is the Elastane stretch feature?

Certain shoes and slippers have the Elastane stretch feature. Styles with this feature have the entire seam-free forepart of the shoe or slipper made from super stretchy elastane allowing the to stretch both upwards and outwards.

This makes them accommodating for extreme bunions or hammertoes, whilst being excellent for diabetics.

Touch Fastening: Ultimate Adjustability

What is touch fastening?

Velcro touch fastening straps offer almost infinite adjustment possibilities across their range.

Look out for styles with extra long touch fastening straps for additional adjustment for those with swollen feet and ankles.

Lace-Up Fastening: Ultimate Adjustability

What is a lace-up fastening?

A lace-up fastening is the traditional method of fastening shoes using shoe laces.

Lace-up shoes offer precise adjustment across the top of the foot and can be loosened or tightened as necessary if you feet change shape throughout the day.

Removable, Washable Insole: For Freshness

What is a removable, washable insole?

Many of our wide and extra wide ladies shoes and sandals include a removable, washable insole for hygiene.

The anatomical insole can be removed and washed at a maximum of 30 degrees Celcius to keep your footwear looking and smelling fresh. Please allow insole to dry naturally.

Replacement washable insoles for our Ultra Wide Ladies 6E sandals range are available to purchase.

Sanitised: For Extra Hygiene

What is Sandpiper Sanitisation?

Sandpiper sanitisation is found on the lining of many of our slippers. It is unique sanitised protection against micro-organisms that prevents bacterial and fungal growth.

Built-in antimicrobial protection

Microbes are an everyday problem - bacteria, mould, fungi and yeasts are found everywhere in nature. They flourish wherever moisture and suitable temperatures prevail. Textiles are constantly exposed to the influence of microbes and can show signs of mould, unpleasant odour, mildew, discolouration, material destruction and loss of functional properties.

Sanitisation

The multiplication of microbes may be significantly reduced by means of an antimicrobial treatment to the material. The impregnation of the material with a combination of different environmentally friendly agents will prevent microbes from absorbing nutrients from their surroundings and effectively inhibits the multiplication of bacteria and fungi.

 

The soles of my shoes need to be especially adapted. Which styles can I choose?

The following Sandpiper extra wide 4E-6E styles have soles that are suitable for adaptation by your local orthotics or podiatry department:

  • Easham
  • Farden
  • Farlow
  • Fenwick
  • Ferring
  • Ferton
  • Fife
  • Filton
  • Foxton
  • Bayton (Boot)

The following Suave by Sandpiper wide EE fitting styles have soles that are suitable for adaptation by your local orthotics or podiatry department:

  • Jenny
  • Jetty
  • Jewel
  • Jill
  • Joan
  • Joy

 

 

BUYING ONLINE

What are Feather Points?

Feather Points are the online loyalty points scheme from Sandpiper Shoes earned and spent online at sandpipershoes.com

At Sandpiper Shoes we reward you for every £10 you spend with us online. You can then spend these points on future online purchases to save money! We are sorry, but Feather Points cannot be earned or redeemed on Mail Order or Telephone orders.

How can I earn Feather Points?

To earn Sandpiper Feather Points you must create an online customer account with us at sandpipershoes.com. This will setup your account and earn you 20 points to start you off.

Earning Feather Points online:

  • Register an online account at sandpipershoes.com – 20 points
  • Buying products online at sandpipershoes.com – 10 points per £10 spent (calculated on ex-VAT price of product only)
  • “Like” a product page on Facebook – 5 points (must use the like button provided in the main “Product Description” area for each product)
  • Tweeting a product from the website on Twitter – 5 points (must use the tweet link provided in the main “Product Description” area for each product)
  • Referring a friend using the “Refer” button – 50 points (You will receive the points ONLY after your friend makes their first purchase)

What are the value of Feather Points?

  • 1 feather point = 5p
  • 100 feather points = £5.00

Please note: Feather points have no cash value except when redeemed against online purchases.

How do I spend Feather Points?

Redeeming feather points is easy and is carried out in the shopping basket. Simply select the amount of points that you would like to redeem with your purchase. The discount will be displayed in the order summary. Please note: you must be logged in to redeem your Feather Points.

Do you have any special offers currently available?

From time to time we may reduce the price certain styles or colours for a limited time. The perfect time to pick up a bargain!

To ensure you receive special offer notifications by email from time to time please sign-up for our email mailing list. Go to sandpipershoes.com and complete the “Sign up to our exclusive mailing list” section on the homepage.

Any styles and colours currently discounted can be found online at: sandpipershoes.com/special-offers

What are size 4 deals?

If you have size UK 4 / EUR 37 feet, you must pay attention to this section!

Each season we produce sample styles and colours ahead of time when finalising our ranges before putting footwear into production. These are full production specification size UK 4 / EUR 37 footwear products made in small numbers, manufactured to the same high standards as all of our other footwear.

Due to supply and demand, some of the styles and colours that are produced as samples never become full production products available to all and these highly exclusive styles are then made available online only with heavy discounts at: sandpipershoes.com/size4shoes

Rest assured, all clearance ‘Size 4 Deals’ products are produced in the same factory to the same high standard as our normal products and are eligible for the same FREE returns, FREE exchanges, no quibble guarantee as full priced products.

 

We hope this page has answered any queries that you may have about us and our products.

If you have a query that is not answered on this page please email us at sales@sandpipershoes.com or call us free on 0800 822 3133. Lines are open Mon-Fri 9am-4.45pm (excluding public holidays).