FAQs
Frequently asked questions
Everything you need to know about ordering from FTWR. Can't find your answer? Contact us.
Orders & shipping
How much does shipping cost?
Shipping is free on all UK orders, with no minimum spend.
How long will my order take to arrive?
We process orders in 1–2 business days, and delivery takes 5–7 business days, so most orders arrive within 6–8 business days. Business days are Monday to Friday, excluding UK bank holidays. Peak periods like Black Friday and Christmas can take a little longer.
Do you ship outside the UK?
We currently ship to the United Kingdom only.
How do I track my order?
Once your order ships, you'll get a shipping confirmation email with your tracking number and link. You can also enter the number on our Track my order page. Tracking can take 24–48 hours to show the first update.
Can I change or cancel my order?
Yes, within the first hour after purchase. Email contact@ftwrr.com with your order number. After that your order may already be processing, but you can still return it for free once it arrives.
My parcel is late or missing. What should I do?
Check your tracking first, then email us with your order number. We'll investigate with the carrier, and if the parcel is confirmed lost we'll send a replacement or a full refund.
Returns & refunds
What is your returns policy?
You can return any eligible item within 30 days of receiving it, for any reason. Returns are free, and we provide a prepaid return label.
What condition do returns need to be in?
Items must be unworn and in their original condition, in the original undamaged shoe box, with all tags and accessories, along with your order number. Please only try footwear on a clean indoor surface.
When will I get my refund?
We refund you within 14 days of receiving your return. Your bank may take another 3–5 business days to show it in your account.
Can I exchange for a different size?
The quickest way is to return your item for a refund and place a new order for the size you want, so it doesn't sell out while your return is on its way.
My item arrived damaged, faulty or wrong. What now?
Email contact@ftwrr.com with your order number and clear photos of the item and packaging, within 7 days of delivery. We'll offer a free replacement or a full refund.
Are there items I can't return?
Gift cards can't be returned. See our Refund Policy for full details.
Payment & help
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Discover and Diners Club, plus Shop Pay, which lets you pay in instalments. All payments are processed securely at checkout.
How can I contact you?
Email contact@ftwrr.com or use our contact form, and we'll get back to you as soon as we can.
