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FREQUENTLY ASKED QUESTIONS

What exactly is a foot orthotic?

A foot 'orthotic' is a device designed to restore your natural foot function. Many ‘biomechanical’ complaints such as heel pain, knee pain and low back pain are caused by poor foot function. (Biomechanics, the science of movement, studies the body's movements during walking, running and sports). Orthotics help to realign the foot and ankle bones to their neutral positions, thereby allowing you to reclaim your natural footprint. In turn, this can help alleviate problems in other parts of the body. In addition, orthotics give a more even weight distribution, take pressure off sore spots (e.g. the ball of the foot, corns in between toes, bunions, etc.) and they provide some shock absorption.

How do I create an account?

Please click here to create an account.

How do I sign in to my account?

Please click here to sign in to your account.

Where is my nearest store?

To find your local Vionic retailer please click here to use our Store Locator.

Product selection can vary, so please call in advance to ensure they can assist you.

What forms of payment do you accept?

We accept Visa, MasterCard and PayPal.

What is the delivery time?

Shipping to the UK: Orders placed before 5:30pm Monday to Friday will arrive the next day. Orders placed on a Saturday or Sunday will arrive on Tuesday.

Shipping to Ireland: Orders placed before 12 midday Monday to Friday will arrive in 2 to 3 days. Orders placed on a Saturday or Sunday will arrive by Thursday.

Please allow a further day if the order is placed after 5:30pm or over a weekend.

Please click here for further information on shipping.

How can I check my order status?

There are a few ways you can check the status of your order. Check the status of an individual order by using our Order Status Feature. All you will need is your order number and the email address you used when placing your order. You can find your order number on your order confirmation email. You may also sign in to your account and view the status of your order. Please keep in mind that orders placed before the creation of your account will NOT show up in your account. Only orders placed AFTER you have created your account will show up in your account. You can also contact us Monday to Friday from 8:00am to 6:00pm on 0800 1931 800 if within the UK, or 01800 938 868 if calling from Ireland or email [email protected]

CAN I TRACK MY ORDER?

Yes, VIONIC and the parcel carrier will email you a tracking number once your order has shipped. You can track your package through the carrier sites below:

CAN I PLACE AN ORDER OVER THE TELEPHONE?

Yes, we process orders over the telephone during our regular business hours. Our business hours are Monday to Friday from 8:00am to 6:00pm. If you would like to place an order over the telephone please call 0800 1931 800 if within the UK, or 01800 938 868 if calling from Ireland or email [email protected] and we will call you back.

Our Customer Care Team will not be available to take orders during public holidays.

Having trouble placing an order?

Let us help you! Whether you're having trouble placing an order, or having difficulty finding what you are looking for, let one of our knowledgeable Customer Care Team help you. Our opening hours are Monday to Friday from 8:00am to 6:00pm - telephone number 0800 1931 800 if within the UK, or 01800 938 868 if calling from Ireland or email [email protected]

Can I change or cancel my order?

Our ordering and fulfilment system is designed to process and ship orders as quickly as possible and therefore it is difficult for us to change or cancel an order once it has been placed. If you placed your order on a business day - Monday to Friday - please contact us immediately and we will attempt to change or cancel your order. However there is no guarantee we will be able to do so. Our opening hours are Monday to Friday from 8:00am to 6:00pm - telephone number 0800 1931 800 if within the UK, or 01800 938 868 if calling from Ireland or email [email protected]

Can I exchange my item(s)?

It is not possible to exchange any items you purchased from our online shop. However, you can return unwanted items for a refund and then place a new order.

WHAT IS YOUR RETURN POLICY?

If you are not satisfied with your VIONIC purchase or if it isn't what you are looking for, we offer FREE returns for any items you purchased through our website within 30 days of the original purchase date.

Click here for more information on returns.

HOW DO I RETURN AN ITEM?

It is our goal to provide life-changing footwear that delivers superior support. If you are not completely satisfied with your VIONICs, you can return them FREE for a full refund within 30 days of purchase.

  • 1. Go to returns.vionicshoes.co.uk enter your order number (located on your delivery note and order confirmation email) and email address.
  • 2. Select the item(s) you would like to return from the options available and don't forget to enter the reason(s) for return.
  • 3. After completing all steps, a return label will be generated which you will need to print.
  • 4. Place the item(s) in the original packaging, secure with tape and stick the return label to the outside.
  • 5. For UK returns: Go to myhermes.co.uk for your local myHermes ParcelShop where you can drop off your parcel. For Ireland returns: Go to parcelconnect.ie
    • VIONIC is not responsible for return shipping costs and/or parcels lost in transit if steps 1-5 above are not followed.
    • Refunds are credited to the original payment method. Please allow up to 15 days for the credit to appear on your statement.

NEED HELP WITH YOUR RETURN?

Please contact VIONIC Customer Care on 0800 1931 800 if within the UK, or 01800 938 868 if calling from Ireland or email [email protected]


A note about unauthorised retailers:

While some of our retailers are authorised to sell on Amazon, many are not. VIONIC does NOT offer refunds or credits on products purchased from any unauthorised dealers.

VIONIC does NOT authorise any of its retailers to sell on eBay. Accordingly, VIONIC does NOT offer any refunds or credits for VIONIC products purchased on eBay. If you are not sure whether a retailer is an authorised VIONIC retailer, please check our Stockist Locator.

Please be aware, if you purchase from a retailer who is not listed as authorised, the product may be counterfeit. These counterfeit products may not provide the high quality standards found in VIONIC products. We cannot guarantee the quality, fit or feel of counterfeit products.

We want you to be completely satisfied. If you have any questions or concerns, please contact VIONIC Customer Care on 0800 1931 800 if within the UK, or 01800 938 868 if calling from Ireland or email [email protected] or write to us at:

VIONIC Europe Ltd
Highlands House
Basingstoke Road
Spencers Wood
Reading
Berkshire
RG7 1NT
GREAT BRITAIN