Frequently Asked Questions
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Technical
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Jobs
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Ordering & Payments
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Payments
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Why can't I use Laybuy?
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How Laybuy Works
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Laybuy - what is it?
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Do your prices include VAT?
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What is 'Verified by Visa' and MasterCard 'SecureCode'?
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Which currencies do you accept?
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Why have you charged me twice?
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Why has my card been charged but my order didn't go through?
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Can I use my Gift Card online?
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When will the payment go out of my account?
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You have asked me to confirm my address, why?
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Can I pay with PayPal?
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What payment methods do you accept online?
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Why can't I use Laybuy?
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Ordering
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Delivery
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Delivery
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Where is my order?
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My delivery tracking says "Delivered" but I haven't got my order - what should I do?
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Why can't I select Next Day Delivery?
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I live near to your warehouse, is it possible to pick up my order?
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Can I change my delivery address?
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I missed my delivery. What should I do now?
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I can't get to store to pick up my order; can a friend or relative collect my order for me?
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What will I need to collect my order in store?
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I still haven't received my order, where is it?
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Can I track my order?
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Which Couriers do you use?
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When will my order be sent to me?
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Do you do Saturday delivery?
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Can I select a specific day for my delivery?
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Can I get my order any quicker?
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How long will delivery take?
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Can I have my order sent to my local Footasylum store?
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Can I have an Overseas/International Delivery?
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Do you deliver to the Channel Islands?
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Do you deliver to BFPO addresses?
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How much is delivery?
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Where is my order?
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Cancellations, Returns & Refunds
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Refunds
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Returns
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What is the returns procedure?
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Has your item become faulty?
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How do I return my order when I paid via Laybuy?
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Can sale/discounted items be returned?
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Can underwear be returned?
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I've lost my receipt, can I still return goods?
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What is your Store Returns Policy?
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How long will it take to process my return?
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How long can I keep my order before returning it?
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I've paid by PayPal; can I still return my order to a store?
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Can I return my online order to one of your stores?
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Do I have to pay to return my order?
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How do I return my online order?
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What is the returns procedure?
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Cancellations
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Promos & Discounts
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Discounts
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Footasylum Outlet
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My UniDays code isn't working- what can I do?
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Can I get student discount at Footasylum?
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When I went to pay for an item, the price on the till was more than the price on the tag but the Store refused to sell it to me at the lower price, what can I do?
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Why hasn't the discount code I used been applied to my order?
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Footasylum Outlet
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Products
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Product Information
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Why can't I select the size I want?
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Size Guide - Men's Apparel
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Size Guide - Women's Apparel
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Size Guide - Mens Footwear
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Size Guide - Women's Footwear
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Sale Items
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The North Face
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Kings Will Dream (KWD)
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Zavetti
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Metissier
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Vans
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Adidas
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I placed my order and now the item I bought is in the sale, can you refund the difference?
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Are all your products authentic?
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Are the sizes shown UK or US sizes?
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Is there any more information available on a product?
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Can I buy Footasylum Gift Cards online?
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Why can't I select the size I want?
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Stores
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Stores
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Can I check if the item I want is available in my local store?
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I'm not happy with the service I received in one of your Stores, how do I make a complaint?
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What is an acceptable proof of purchase?
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I've purchased a faulty item from store, what should I do?
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What is your Returns Policy in store?
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What time does my nearest Footasylum open and close?
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Where is my nearest Footasylum Store?
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Can I check if the item I want is available in my local store?
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Faulty & Missing Items
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Faults
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You've sent me the wrong items/size, how can I get the right item?
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Part of my order is missing, will it get sent separately?
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My goods have been sent for inspection, when will I hear from you?
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I've returned my faulty goods to one of your Stores, but the Manager doesn't agree that there is a fault, what can I do?
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What should I do if the item I received is faulty?
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You've sent me the wrong items/size, how can I get the right item?
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