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Can I return sale items?
Yes, our Returns policy is the same for full price and sale items. Customers have 365 days to return unused items to any schuh store or our Head Office.
If I buy a product that’s been reduced during the Black Friday Promotion and I need to exchange it when the promotion is over, will I need to pay the price difference?
No, as long as the same line code is being exchanged was originally in the promotion then no price difference will be required.
I purchased an item during the Black Friday Promotion and its since went back up in price, I need to return for a refund, what price will I be refunded?
The customer will be refunded the price they paid for the item at the time of purchase back to the original payment method.
I ordered an item which has now been reduced?
If the item has not been delivered, we can refund the difference. There is also a template in MM under FAQS, further reduced if required.
Can I use a discount on items included in the Black Friday promotion?
Yes, discounts can be applied, normal Terms & Conditions and any exclusions are still applicable.
Can I return my item with a Gift Receipt?
Yes, we can offer an exchange or a schuh Gift Card with a Gift Receipt.
I bought an Item during the Black Friday promotion, can I return this after Christmas?
Yes, our normal 365 days returns policy on all unused/unworn items returned in a resalable condition applies to all products, including those in the Black Friday promotion.
Please note; A sentence will be added to our existing unworn returns template in MM confirming this. This will be added in time for the Black Friday promotion.
I placed a Check & Reserve during the promotion, will I pay the full price or sale price?
The price the customer will pay will be the price of the item on the day they collect the (pay for) shoes. The SMS the customer receives below:
I placed an order and still haven’t received my confirmation email?
Due to the traffic on the website, it may take slightly longer for the customer to receive their confirmation email over the Peak period.
Check their email address is correct and if it is, advise this should be with them within the hour.
I’ve received an e-receipt but I’ve not made a purchase with you.
Check if the e-receipt was for a sale or a customer order. There is a template in MM that can be used – “Transactions – e-receipt received in error”.
SALE. This should be logged and the customer provided with a call log reference number.
ORDER. Find the customer order and remove the email address from COA3 so the customer does not receive any more transaction emails regarding the order. This should also be logged and the customer provided with a call log reference number.
In both instances, please email cssups to have the email address removed from the system.
I have received my items and the box is bashed, what can we do?
We will always look to refund 10% of the product price to the customer up to a max of £7. 50. There is also a template under service.
Why are the different sizes / different colours reduced in a certain style but not others?
There are many factors including how popular the item is so different colours may not all be in the sale (men’s vs. women’s line codes).
If the smaller adults size is in the sale but the larger not, we’d generally honour the sale price and send an email to cssups with the details to keep a record (this can be dependent on value, check with a TL on jabber or the hand if you need help.
Some Loyalty FAQs
How can we add on points?
Send an email to cssups with the following;
The Loyalty ID / email address?
Order or Receipt number.
Amount to be added.
Reason.
How long do points take to show in available balance?
Manually added points are 24 hours.
Points added online / in store at the time of purchase are 28 days (will show in pending points until then)
Can we close customer accounts?
No – the customer needs to do that themselves but we can move the points across to the new account. If an account is closed the customer loses any accrued points.
Can we amend an email address?
No, the customer needs to close the account and make a new one but we can move the points across to the new account.
How can I spend my points?
For every 100 points, the customer is rewarded a £5 voucher. You can see this in CMS.
You can check if the voucher is valid on the Gift Card tab in COA3.
To spend this online, the customer should enter the Loyalty voucher in the Gift Card box with no PIN. The website will recognise no PIN is needed.
Do I get my voucher back if I return my item?
No, as the voucher is a monetary discount meaning the customer would have paid less for the item in the first place, they do not get this back if the item is returned.
Can we speed up pending points to show in my available balance?
The short answer is no, the points are pending for 28 days are we are unable to expedite this.
How can I down load my Loyalty account onto my phone?
To download your loyalty card to your mobile wallet, open the download wallet link in your SCHUH CLUB welcome email on your mobile. Once your wallet pass is shown, select ‘add’ to download your loyalty card to your wallet.
If the customer goes to the loyalty sign up page they can enter their existing schuh club account details as if they don't have an account and the confirmation message will show with their loyalty information and the ability to download their original loyalty card. Just use the same email address.
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