Frequently Asked Questions (FAQ)
Frequently asked questions.
Straight answers about ordering, shipping to the US & Canada, returns, sizing, and the genuine ON Running, HOKA, and Brooks footwear we sell — written by our own team, not copied from a template.
Ordering, dispatch, and delivery to the US & Canada
Every order is packed and dispatched from our base in the United Kingdom. Here's exactly what that means for cost, timing, and customs.
Which countries do you ship to?
We currently ship exclusively to the United States and Canada. Even though Eww Sports Shoes is registered and based in London, we don't yet offer delivery to the United Kingdom, the EU, or any other country — if your delivery address falls outside the US or Canada, checkout won't be able to complete the order.
How much does shipping cost, and how long does it take?
Shipping is a flat rate based on your delivery country, with a standard estimated delivery time of 3–5 business days once your order has been dispatched:
United States — flat rate of $10.00 USD, 3–5 business days.
Canada — flat rate of $14.00 CAD, 3–5 business days.
Business days exclude weekends and UK bank holidays, since every order ships from London. Your exact shipping cost is also shown and confirmed at checkout before you pay.
When will my order be processed and dispatched?
Once payment is confirmed, we typically process and dispatch orders within 1–2 business days, Monday to Friday. You'll get an order confirmation email the moment you check out, then a separate dispatch email with tracking details once your parcel actually leaves our warehouse.
Will I have to pay customs duties or import taxes?
Because every order is dispatched from the United Kingdom, shipments to the US and Canada do pass through customs. Based on current import thresholds, most orders are not subject to extra duties or taxes, but this can vary depending on your order's value and your country's customs rules at the time of import. Any such charges are set by your government, not by us, and would be your responsibility to pay if the courier requests it on arrival.
How do I track my order?
The tracking link in your dispatch email shows your parcel's live status from the moment it leaves the UK to the moment it's delivered. If tracking hasn't updated for more than 3–4 business days, email info@ewwsportsshoes.com with your order number and we'll chase it with the courier directly.
What happens if my parcel is lost or significantly delayed?
If tracking shows no movement for an extended period, or the courier confirms your parcel is lost, email us with your order number and we'll open an investigation. If it's confirmed lost in transit, we'll send a free replacement or issue a full refund — whichever you'd prefer.
Changed your mind, wrong size, or something went wrong?
Here's exactly how returns, exchanges, and refunds work — no fine print buried elsewhere.
What's your return policy?
You have 30 days from the date your order is delivered to request a return. To qualify, the footwear must be unworn, undamaged, and returned in its original packaging with all tags and inserts attached, exactly as it arrived.
How do I start a return?
Email info@ewwsportsshoes.com with your order number, the item you'd like to return, and your reason. We'll confirm your return is eligible and send you the return address and instructions, usually within one business day.
Who pays for return shipping?
If you're returning an item because you changed your mind, ordered the wrong size, or no longer want it, you cover the cost of return shipping. If we sent you the wrong item, or it arrived faulty, damaged, or different from how it was described on the product page, we cover your return shipping in full.
How long does a refund take once you receive my return?
Once your returned item arrives and passes a quick check against the conditions above, we process refunds within 10 business days back to your original payment method. Your bank or card provider may take a few extra days to actually show the funds.
Can I exchange for a different size instead of a refund?
Yes. Just mention it when you email us to start your return. Once we receive your original pair back, we'll dispatch the replacement size at no extra shipping cost, subject to stock availability.
My shoes arrived faulty, damaged, or not as described — what now?
Email us within 7 days of delivery with your order number and clear photos of the issue. We'll review it promptly and arrange a free return, replacement, or full refund — whichever resolves it fastest for you.
Made a mistake, or need to cancel?
The window to make free changes is simple: anything before dispatch, we can usually fix.
Can I cancel my order after placing it?
Yes, as long as it hasn't been dispatched yet. Email or live chat us with your order number as soon as possible and we'll cancel it and refund you in full. Once an order has left our warehouse it can no longer be cancelled, but you're covered by our 30-day return policy above.
I entered the wrong shipping address — can it be fixed?
Contact us immediately at info@ewwsportsshoes.com with the correct address. If your order hasn't dispatched yet, we'll update it free of charge. Once it's on its way, we're unable to redirect it mid-transit, so please double-check your address at checkout.
Can I change the size or color after ordering?
If your order hasn't been dispatched, yes — email us your order number and the change you'd like, and we'll amend it if the new option is in stock. Once it's dispatched, you'll need to use our return or exchange process instead.
Genuine footwear, honestly described
What we sell, how it's sourced, and how to find your right fit.
Are the shoes you sell genuine?
Yes. Every pair sold on Eww Sports Shoes is genuine, new, and unworn, sourced through legitimate wholesale and trade channels and shipped to you in its original packaging. We do not sell replicas, seconds, or factory rejects of any kind.
Are you affiliated with On, HOKA, or Brooks?
No. Eww Sports Shoes is an independent retailer and is not owned by, operated by, or formally affiliated with On AG, Deckers Brands (HOKA), or Brooks Sports, Inc. Product names and trademarks belong to their respective owners and are used only to accurately describe the footwear we sell.
How do I pick the right size?
Each product page lists available sizes in standard US sizing, which is the same scale widely recognised in Canada, so no conversion is needed. If you usually wear a different brand and aren't sure how a specific model fits, email us the model and your usual size and we'll do our best to advise.
Why might the colour look slightly different from the photos?
We photograph every product as accurately as we can, but small colour differences can appear depending on your screen's brightness and settings. If the item you receive is noticeably different in colour or style from what you ordered, contact us and we'll treat it as an item not as described under our returns policy.
What if the item I want is out of stock?
Sold-out sizes or colourways are removed or marked unavailable on the product page. We don't currently offer back-in-stock notifications, so please email us to ask whether a restock of that specific item is planned.
Clear pricing, genuine sale prices, secure checkout
No hidden conversions, no inflated “was” prices, no surprises at checkout.
What currency are your prices shown in?
Prices display automatically in USD or CAD depending on the country you select at checkout, so the price you see is the exact amount you're charged in your local currency — no hidden conversion happens at payment.
Are your sale prices genuine?
Yes. Where you see a struck-through “regular price” next to a lower “sale price,” the regular price reflects the standard price the item has previously been offered at on our store, and the sale price is exactly what you pay at checkout. We don't inflate prices before discounting them.
Is sales tax included in the price I see?
Listed product prices don't include any applicable sales tax. If tax applies to your state or province, it's calculated and added at checkout before you confirm payment, so you'll always see your final total before you pay.
What payment methods can I use, and is checkout secure?
Checkout runs entirely on Shopify's encrypted payment infrastructure, supporting major credit and debit cards. We never see or store your full card details — they're handled directly and securely by Shopify's payment processor.
Will the price change after I've placed my order?
No. The price you pay at checkout is locked in for that order regardless of any price changes, promotions, or sales we run afterward.
Your account, your data, your choices
You're never required to create an account, and you're always in control of your information.
Do I need an account to place an order?
No, you can check out as a guest. Creating an account is optional and simply lets you view your order history and save your details for a faster checkout next time.
How do you use my personal information?
We only use your information to process your order, provide customer support, and — if you've opted in — send occasional marketing emails. Full details of what we collect and how it's used are set out in our Privacy Policy.
Can I stop receiving marketing emails?
Yes. Every marketing email includes an unsubscribe link at the bottom, or you can simply email us and we'll remove you from our list, no questions asked.
Do you sell or share my data with third parties?
We don't sell your personal information. We only share what's necessary with trusted services that help us run the store, such as our courier (to deliver your order) and Shopify (to process payment), as explained in our Privacy Policy.
Talk to a real person on our team
No chatbots pretending to be human — just our own team, Monday to Friday.
How can I get in touch with you?
Email us at info@ewwsportsshoes.com, call +44 20 3322 5623, use live chat on the website during business hours, or fill in the form on our Contact page.
What are your business hours?
We're available Monday to Friday, 9:00 AM to 5:00 PM (GMT, London time). Messages sent outside these hours are answered the next business day.
How quickly do you reply to emails?
We aim to reply to every email within 1 business day, and usually much sooner during business hours.
I have a complaint — what should I do?
Email us directly at info@ewwsportsshoes.com with your order number and a clear description of the issue. A member of our team will personally review it and respond with a resolution.
Still have a question?
If you can't find what you're looking for above, our team replies to every message personally — usually within one business day.
All the ways to reach Eww Sports Shoes
On, ON Running, Cloud, HOKA, and Brooks are trademarks of their respective owners. Eww Sports Shoes and Wellnessmasco Ltd are independent retailers and are not affiliated with, sponsored by, or endorsed by any of the brands mentioned on this site. For full details on how we handle your data, see our Privacy Policy, browse the full range on our shop page, or get in touch via our Contact page.