Frequently Asked Questions (FAQ)

WSS Sports Shoes | Last updated: 15 September 2026

Find answers about our footwear, ordering, payments, delivery, cancellations and returns. For help with a specific order, email admin@wsssportsshoes.com.

1. Who operates WSS Sports Shoes?

WSS Sports Shoes is a trading name of WSS SPORTS SHOES LTD. We are an independent online retailer of third-party branded footwear. We are not the manufacturer or brand owner and do not claim official brand affiliation unless expressly stated and substantiated.

2. Where is your business based?

Our registered office, dispatch and returns address is Suite RA01, 195-197 Wood Street, London, E17 3NU, United Kingdom. All orders are shipped from this UK address to customers in the United Kingdom, United States and Canada. All product returns go to this same London company address, shown below.

3. Which countries do you deliver to?

We currently deliver to the United Kingdom, United States and Canada only. Orders for other destinations cannot currently be accepted.

4. How do I choose the correct size?

Check the size system, size guide and fit notes on the product page before ordering. Use the stated US, UK or EU size system rather than assuming that the same number fits identically across brands. If anything is unclear, contact us with the product name and your usual brand and size.

5. Can I ask about a product before buying?

Yes. Email admin@wsssportsshoes.com with the product name or link and your question. Contact us before ordering if you need clarification about colour, fit, availability, sourcing or manufacturer-warranty coverage. A manufacturer’s commercial warranty should not be assumed unless confirmed for that product; your statutory rights against us remain unaffected.

6. What currency will I pay in?

All product prices and delivery charges are displayed and charged in US dollars (USD), including UK and Canadian orders. Your bank or payment provider may apply its own exchange rate or conversion fee if your account uses another currency.

7. Which payment methods can I use?

Use any payment method displayed and available at checkout for your order. Options may vary by country, device and provider. The total payable to us, including shipping, taxes we collect and any accepted discount, is shown before you submit payment.

8. How much does shipping cost?

Standard shipping is $12.00 USD per order to the United Kingdom, United States or Canada, regardless of the number of eligible items. This charge is shown at checkout. See our Shipping Policy for full delivery and customs information.

9. How long will my order take to arrive?

Allow 1–3 business days for processing before dispatch, followed by an estimated 7–10 business days in transit. The total estimated timeframe is 8–13 business days. Business days are Monday–Friday, excluding UK public holidays. These are estimates, not guaranteed arrival dates; customs checks or carrier disruption can cause delays.

10. What is your order cut-off time?

Our cut-off is 12:00 noon UK time, Monday–Friday. UK time follows GMT in winter and British Summer Time in summer. Orders placed after the cut-off, at weekends or on UK public holidays begin processing on the next business day.

11. Do you offer express shipping?

Available delivery services are those shown at checkout for your order. Our published standard service has an estimated transit time of 7–10 business days after processing. Do not assume an express service is available unless it is offered at checkout.

12. How will I track my order?

After dispatch, we will email the available carrier and tracking information. Tracking can take 24–48 hours to begin showing movement after the carrier receives the parcel. You can also use the Order Tracking page on our website. Carriers may include DHL, UPS and USPS, depending on the destination and route.

13. What should I do if my delivery is late?

If your parcel has not arrived within 15 business days after dispatch, email admin@wsssportsshoes.com with your order number. Contact us sooner if tracking shows a problem. We will investigate with the carrier and keep you informed. This investigation timeframe does not limit any mandatory right to cancel or receive a remedy for non-delivery.

14. Tracking says “Delivered”, but I cannot find my parcel. What should I do?

Check the delivery location, household members, reception area and any safe-place information, then contact us promptly with your order number. A delivery scan is relevant evidence, but it does not automatically settle a report of non-receipt. We will reasonably investigate with the carrier. Our responsibilities and your statutory rights remain unchanged.

15. Will I have to pay customs duties or additional taxes?

For UK orders, VAT is included where applicable. US and Canadian orders may attract import duties, local taxes or carrier brokerage fees. Unless checkout expressly states that we collected a charge, it is not included in our product price or $12.00 USD shipping fee and may be collected separately. Customers are responsible for those third-party charges where permitted by law.

16. Can I change my address, size or colour after ordering?

Email us as soon as possible with your order number and the requested change. We will make reasonable efforts to help before dispatch, but changes may no longer be possible after fulfilment begins. If an incorrect address causes a failed delivery or return, reasonable redelivery charges may apply. We will explain the available options and any applicable charges.

17. Can I cancel my order?

Contact us as soon as possible and clearly state that you want to cancel. We recommend doing so within 24 hours to give us the best opportunity to stop fulfilment. This is not a cancellation deadline. If we can stop an eligible order before dispatch, we will cancel it and refund the payment without a cancellation fee. Dispatch does not automatically remove cancellation or return rights.

18. What are my UK statutory cancellation rights?

UK consumers can normally cancel an online purchase without giving a reason from contract formation until 14 days after the day the goods are received, then have a further 14 days to send them back. Limited legal exceptions can apply. Send a clear cancellation statement by email; using the model form in our Cancellation Policy is optional.

19. How do I request a return?

Email admin@wsssportsshoes.com within 30 days after delivery for an eligible return under our commercial policy. Include your name, order number and item. A reason helps us assist, but is not required for a valid UK statutory cancellation. We normally provide a return reference and packing instructions within 1 business day. The reference is administrative, not discretionary approval of a statutory right.

Dispatch and returns address for all customers: Suite RA01, 195-197 Wood Street, London, E17 3NU, United Kingdom

All product returns, including returns from the United States and Canada, are sent to this UK address. For eligible change-of-mind or wrong-size returns, customers pay the direct return-postage cost where disclosed before purchase and permitted by law. Customers returning goods from outside the UK should obtain an international postage quote to this address before purchasing. We cover reasonable return costs for faulty, damaged, incorrect or materially misdescribed goods where required by law. See our Return & Refund Policy for eligibility and refund terms.

20. Can I return shoes that do not fit or were bought in a sale?

Eligible wrong-size and change-of-mind returns follow our 30-day Return & Refund Policy. You may try shoes on indoors on a clean surface, as in a shop. Keep original components, tags and packaging where reasonably possible. Excessive handling may lead to a lawful deduction for diminished value. Ordinary footwear is not excluded merely because it was purchased in a sale.

21. Who pays return postage, and are exchanges available?

For ordinary change-of-mind, wrong-size or exchange returns, customers normally pay return postage where disclosed before purchase and permitted by law. We cover reasonable return costs for verified faulty, damaged, incorrect or materially misdescribed goods attributable to us, as required by law. Exchanges depend on stock; we may suggest returning for a refund and placing a new order, explaining this first.

22. When will I receive my refund?

For an eligible return, you will receive your refund to the original payment method within 7 calendar days after we receive the returned goods. For a valid UK statutory cancellation, the 7-calendar-day period starts when we receive the returned goods or evidence that you have sent them back, whichever is earlier. We refund without undue delay and honour any shorter deadline required by law. This 7-calendar-day period includes our inspection and processing time and the time taken by your bank, card issuer or payment provider to credit the refund to your account. For an eligible cancellation before dispatch, you will receive your refund to the original payment method within 7 calendar days after you notify us of the cancellation. Eligible whole-order UK statutory cancellations also include the least expensive standard outbound delivery charge. If you have not received your refund within 7 calendar days, contact admin@wsssportsshoes.com with your order number so we can investigate promptly.

23. What if my shoes are damaged, faulty or incorrect?

Contact us as soon as reasonably possible with your order number, a description and photographs where helpful. Reporting transit damage preferably within 48 hours helps investigation; it is not a deadline that removes statutory rights. We will assess the issue and provide the appropriate remedy under applicable law, which may include repair, replacement, price reduction or refund. Contact us even if a fault appears later.

24. How do I contact customer support or make a complaint?

Email admin@wsssportsshoes.com or call 020 3553 1092. Our business hours are Monday–Friday, 09:00–17:00 UK time. For order enquiries or complaints, include your order number and the details of the issue. Do not send full card numbers, security codes or banking passwords. Our policies are linked in the website footer. Nothing in this FAQ limits mandatory consumer rights.

Company registration: WSS SPORTS SHOES LTD — Company No. 17523719.