Contact

Getting the Most From Your Message

A little preparation before you write or call helps us answer your question quickly and accurately. Footwear questions often depend on small details, so the more specific you can be, the better the advice you will get back.

For questions about an order

• Include your order number and the name the order was placed under.
• Say which item you mean, including the style name, colour and size.
• If something arrived damaged or not as expected, describe the problem clearly. A photo can help if we ask for one.

For sizing and fit questions

Fit is the most common reason people get in touch. Before asking, it is worth measuring your foot length at the end of the day, when feet are slightly larger. Tell us which brands and sizes you already wear comfortably. Sizing can vary noticeably between makers and even between models from the same brand. Mention anything particular about your feet too, such as wide forefeet, high arches or a need for room for orthotics. Our size guide explains how to measure and compare sizes across US, UK and European systems.

For returns and exchanges

Keep shoes clean and unworn outdoors, and hold on to the original box and packaging until you are sure about the fit. Trying shoes on indoors on a carpeted floor is the safest way to test them. The full conditions are set out on our Shipping & Returns page. Reading it first often answers the question straight away.

Visiting in person

If you plan to come by, bring the socks you usually wear with the type of shoe you are looking for. Thicker hiking socks and thin running socks can change the fit by close to half a size. If you use insoles, bring those as well. Portland weather means many visitors ask about water-resistant boots and all-season sneakers, so feel free to tell us how and where you will wear your shoes. That way we can point you towards suitable styles, including anything recent in our new arrivals.