Frequently asked questions
Q:Do you have a size guide?
Continental UK USA Australia 35 2 5 4.5 36 3 6 5.5 37 4 6.5 6.5 38 5 7.5 7.5 39 6 8 8.5 40 7 9 9.5 41 8 10 10.5 42 9 11 11.5 43 10 12 12.5
Q: What makes your boots so special?
Our boots are made using the highest quality materials by expert manufacturers in Portugal. Our boots are designed and crafted with obsessive attention to detail – from the overall fit to the finishing touches. Our entire collection of calf-fit boots is available in seven different calf sizes and we put just as much care, effort and attention into designing and crafting our ankle boots. We are DuoBoots. We make boots for All Women. Our beautiful styles are sized to both your foot and your calf. So, if you’re athletic or curvy or slim or tall, we’ve got you. That’s inclusive. That’s what we mean by All Women.
Q: What calf sizes do your boots come in?
Our boots come in seven calf sizes, 32, 35, 38, 41, 44, 47, and 50cm. Generally, our boots fit true to size, so we’d advise buying the size you usually wear. We have created a unique sizing tool to ensure your calf-fitting boots are the perfect fit. Forego the tape measure, our new DuoBelt™ will help determine your calf size using one of its seven notches. You can find more fit notes on our product pages, and you can contact us if you are unsure about your size.
Q: My favorite style is no longer available, can I still order via email?
We produce in limited production runs which means from time to time we will be sold out in certain styles. If you are looking for a style that we will be reordering, a reorder pop-up will appear on the product page when you proceed to order. If the boot you are looking for no longer appears on the website, we will not move forward with this style.
Q: What's the ankle size of these boots?
The ankle opening of the boot is reflective of the last which it is made from. Our new collection was made using a revised last that pays greater attention to the ankle opening allowing for a more comfortable fit. The new last system was designed to offer more consistency amongst styles. In case you’re not familiar, a last is the shoe shape mold that determines the fit of the boot. You may contact us if you would like to know more about the ankle circumference of each boot.
Q: What foot sizes do your boots and ankle boots come in?
Our boots and ankle boots start at a size EU35 (UK2). Our boots go up to a size EU43 (UK10), and ankle boots go up to a size EU43 (UK10). With nine foot sizes and seven calf sizes we are unable to offer half sizes.
Q: How long does shipping usually take?
We aim to dispatch the boots within 2 business days. Orders placed after 1pm on Friday, Saturday, Sunday or on a UK bank holiday, will be processed on the next working day. For international order, expect 5-7 days delivery time.
- - All parcels are fully traceable after dispatch.
- - Delivery of product care is chargeable unless these items are ordered with full price footwear.
- - If you have ordered both in stock and preorder items, we will hold the in stock item until the preorder pair arrives. Once a preorder item arrives, we will notify you and ship within 48 hours.
- - UK Next day/ weekend delivery services are only available for UK mainland, and the following postcode areas are restricted: AB1-99, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50, HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3, BT1-94, IM1-99, GY1-10, JE1-5.
Q: How is Brexit affecting shipping and import duties?
We are shipping to all counties as normal - but please be aware that shipments to Europe may take longer than usual to arrive. All duties are paid by DuoBoots. Any additional State fees in the US are the responsibility of the customer.
Please email any queries to firstname.lastname@example.org
Q: Do you ship to APO, FPO or PO boxes?
Unfortunately, our courier services do not deliver to APO, FPO or PO boxes due to security reasons.
Q: Can I cancel or amend my order?
If you need to change or cancel your order, please contact us immediately via live-chat or at email@example.com. Once your order has been processed by the warehouse, we are unable to make any changes or cancellations.
Q: Who should I contact if I have questions relating to my order?
We are happy to help answer all questions. You can email our customer support at firstname.lastname@example.org or call, use the live chat on our website to contact us directly.
Q: It's been 5 days and I haven't heard if my boots were dispatched. How can I check?
After your payment is verified, it may take up to 48 hours to process and ship your order. This does not include weekends or holidays. Once your order has been processed, please allow 3-5 working days for domestic shipments and 7-14 business days for international shipments to be delivered. *Note: Due to COVID-19 and Brexit many couriers may be experiencing unforeseen delays.
Q: How long is my return going to take?
Please allow up to 7 working days for the boots to arrive at the warehouse. If you have not received an email confirmation of your return and you have already waited 14 working days, please contact our customer services team and let us know your order number and which item(s) were returned.
Q: When will I receive my refund?
Please allow 7-10 working days for returns to be received by our distribution centre and processed from the date of posting. All refunds are processed every Monday and Thursday so please note it may take 3-5 days for the refund to appear in your account. You will receive an email to confirm your refund, however if after 14 days you have not heard from us, please contact us by web chat or email.
Q: I'd like to return the boots after 14 days.
At this current time, we do not offer an exchange. This is functionality we are working on and hope to have available to customers soon. In the meantime, if you would like a different size, colour or item, the process would be for you to return the boots and reorder in your desired size.
Q: Will my shipping fee or import duties/taxes be refunded as well if I return the boots?
If you choose to return the boots, your refund will be the full amount less shipping fees and import duties/taxes if applicable.
Q: Can I return an item for an exchange instead of a refund?
At this current time, we do not offer an exchange - if you would like a different size, color or item, please return the product to us and re-order in your desired size.
Q: Returning an item within the UK
You have one of two ways in which to return your order. You may visit our returns portal here: https://duoboots.returns.international/. Another way is to use the Royal Mail returns label that is included within your shipment. If you opt to use the label, completing the returns form won’t be necessary. Please note - the mailer bag your order arrived in has a second adhesive strip to be used for returns.
Q: Returning an item from outside of the UK
Costs for returning products are the full responsibility of the customer, unless there is an error with your order. Complete an online return request within 14 days of purchase, ensure you have your order reference number handy. Shipping costs will be displayed at the time of request. Follow the instructions on site and when you have received your return label, please arrange the return within 7 working days to ensure the label remains valid.
Q: Do you offer a repair service?
We do not offer a repair service. With the proper care you boots can last for years. It is important to resole your boots at the first sign of wear and tear at a professional cobbler. Please consider conditioning your leather boots and protecting suede from rain with a suede protector.