Help & FAQs

Placing a web order on the DUO website is easy. You can either browse the boot and shoe collections or you can carry out a size search using the “Find everything in your size” tool on the boots page here or the ankle boots page here or the shoes page here. If you perform a size search in this way, you will be shown a search results page which will clearly indicate which products are available now, and which will need to be specially ordered for you, and will therefore take a little longer to reach you.

Once you have found the item you want, choose the correct size from the options available on the product page and click 'add to shopping bag’.

Your item will be added to the shopping bag, a link to which can be found top right of every page on the website. Once you have everything you want to order in your shopping bag, click 'shopping bag' to check your order and then click ‘proceed to checkout’.

Checkout is where you pay for your item(s).Standard shipping is free worldwide for full priced products. Payment details are taken on a secure part of our website.

If you have placed an order online with DUO before and created an account, simply type in your email address and password to log in. If you are a new customer or a guest customer, you have the option to create a DUO account or to go straight through to the checkout process. We would recommend that you create an account as this simple and quick process will enable you to come to the site to log in and check the status of your order and your order history.

Sometimes products which are out of stock are advertised on the DUO website because we know that we have a new shipment of the product coming into stock in the near future, or because we are able to make a pair especially for you, which usually takes between 6 to 8 weeks.

On a product page, when you select the colour and size details that you want, you will be shown a message which will give you one of the following four stock status messages:

1. The product you want is in stock now, and can be sent to you straight away.
2. The product you want is not in stock now, but a delivery is expected on a certain date. You can reserve this product by ordering it now, but you will only be charged when the product is sent to you.
3. The product you want is not in stock now, but we can make one especially for you, and the expected length of time that this will take will be indicated. This is usually 6-8 weeks. You can order and reserve this product now, but you will only be charged when the product is sent to you.
4. The product you want is not in stock now, and is not expected to come back into stock in the near future. In this instance we recommend that you perform a search by size to see what is currently available in your size.

There are a few different ways to purchase DUO products:

1. You can order online using our website. Simply add your chosen items to your ‘shopping bag’ and follow the steps as requested. You can pay with your credit or debit card using our safe online payment facilities. Standard worldwide shipping is free for full priced products. Check our ‘How do I place an order?’ section for more information on web orders.
2. You can order DUO boots and shoes in-store, to be delivered to an address of your choice. When you visit one of our stores (Bath, Edinburgh or London), our helpful fitting experts will be happy to place a store order on your behalf. Your store order will be delivered to your chosen address via our mail order despatch service. Standard shipping to the UK and worldwide is free for full priced products.A tailored service without the wait, no bulky bags required! You can choose between 'Next day' express delivery if you order before 12 noon or UK standard delivery which will take up to 7 working days. We also deliver internationally; please have a look at our ‘Delivery’ section for more information.
3. All DUO shoes can be purchased directly from our stores. Bath and Edinburgh stores sell products for you to take away with you, whereas the London Fitting Room provides a fitting service and places a store order, which will be shipped to your designated address. For more information on our Stores and their policies, please have a look at our ‘Stores’ section. Our Bath and Edinburgh stores also hold additional items such as a range of regular fit footwear and bags.
4. You can order our products via telephone by calling Customer Service on 00800 3862 6687. Opening hours for phone lines are 09.30 – 17:30 Monday-Friday. The current time in the UK is 07:49. The goods will be delivered to your chosen address via our mail order despatch service. Standard worldwide shipping is free for full priced products.

If you wish to purchase another item, you can do this by placing a new order online or by calling us on 00800 3862 6687. To amend any items on an existing order you will need to contact our customer service team on 00800 3862 6687. If you need assistance, call us on 00800 3862 6687. Opening hours for phone lines are 09.30 – 17:30 Monday-Friday. The current time in the UK is 07:49. Alternatively please email us here with any questions. 

Yes, you will receive a confirmation email which will contain all details of your order including availability of the product, and you will also be given an order reference number.

Your web order number and order summary will also be displayed to you on the final page of the checkout process on the website. Please check your order confirmation email carefully to ensure all information is accurate. If you need to amend any details, call us as soon as possible on 00800 3862 6687. Opening hours for phone lines are 09.30 – 17:30 Monday-Friday. The current time in the UK is 07:49.

Once you have gone through the order process the website will let you know that the transaction has been completed. You will be given a web order number and you will receive an email confirmation which also contains this order number. 

If you wish to purchase another item, you can do this by placing a new web order as, where applicable, you will pay separate delivery costs for each item. Or call us on 00800 3862 6687.

To amend any items on an existing order you will need to contact our customer service team on 00800 3862 6687.

If you need more information, call us on 00800 3862 6687. Opening hours for phone lines are 09.30 – 17:30 Monday-Friday. The current time in the UK is 07:49.

You can only purchase boots and shoes online. We sell boot trees online also, which at present are only shipped to UK addresses.

If you wish to purchase any other shoe care accessory, or shop our great range of handbags you will find these in our stores. Please find more information in the Stores section of this FAQ.

We sell DUO gift vouchers in £5, £10, £20 or £50 denominations. DUO vouchers can be purchased over the phone or from one of our stores.

DUO gift vouchers can be sent worldwide but are only valid for purchase through our UK mail order service or at any of our UK retail outlets.

Gift vouchers carry a postage charge of £1.50 to UK addresses and £3.00 to non-UK addresses. Unfortunately at present we are unable to sell gift vouchers or accept payment in gift vouchers on our website.