FAQs
I HAVE A QUESTION ABOUT MY ORDER:
If you have any questions about your order, please get in touch with our friendly fulfilment partner, Intervino Ltd.
Email: uk_care@scholl.com
WHO ARE INTERVINO?
Intervino Ltd are the UK’s leading ecommerce fulfilment partner who will be handling all your orders from the Scholl Online Shop.
If you have any questions regarding your order, the customer service team are available Monday – Friday, 9am – 5pm via email: uk_care@scholl.com
CAN I AMEND MY ORDER ONCE IT HAS BEEN PLACED?
Unfortunately we cannot amend your order once it has been placed.
If you contact us via email (uk_care@scholl.com) within 2 hours of your order being placed, (or before it has been shipped) we will cancel your order and refund you so you can place a replacement order
WHAT ARE THE DELIVERY OPTIONS?
Standard Delivery: 3-5 working days
£3.99
Express Delivery: 1-2 working days
£5.99
All orders placed before 2pm Monday-Thursday will be shipped for next day. Orders placed before 2pm on Friday are not guaranteed to arrive Saturday but are guaranteed to arrive on Monday. Orders placed after 2pm on Friday will arrive Tuesday.
During the order process we will let you know when we will provide the goods to you.
The delivery is made to the delivery address indicated by you when submitting your order. Intervino only delivers within the United Kingdom.
We are not responsible for delays outside our control. If our supply of the goods is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay.
WHAT DO I DO IF I HAVEN’T RECEIVED MY ORDER?
If you have any questions about your order, please get in touch with our friendly fulfilment partner, Intervino Ltd. Please have your order ID or delivery postcode to hand.
Email: uk_care@scholl.com
WHAT IF MY ORDER IS INCORRECT/DAMAGED ON DELIVERY
If you find an issue with your order please let our friendly Customer Services Team know as soon as possible. You can contact us at uk_care@scholl.com. Please note you will need to provide a photograph of the issue and having received proof of incorrect/damaged or defective products we will either refund you or offer you a replacement.
I NO LONGER WANT MY ORDER – HOW DO I RETURN?
If you change your mind about your order for any reason, you can return it within 14 days of receipt. This does not include personalised items or sealed items if they have been opened. Simply follow our returns procedure below.
If you wish to return any part of your order you can request this through our returns team at uk_care@scholl.com
They will ask you for your feedback or reasons to help us ensure the best possible customer experience.
The returns team will need the following:
Name
Order Number
Postcode
Items you wish to return
Reason for the return
We ask you to return your goods in their original packaging, within 14 days of notification of cancellation and at your own experience (unless faulty or damaged).
Once we have received your items a member of the team will confirm via email and process your refund. Please allow up to 7 working days for refunds to be processed.
Please do not send your products back without letting us know first.
You will need to obtain a proof of postage receipt when sending your items to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event your item is lost in transit.
CAN I ORDER ITEMS TO BE DELIVERED OUTSIDE THE UK?
Unfortunately, we can only ship items within the UK at present
I CAN’T FIND THE ANSWER I WAS LOOKING FOR, CAN SOMEONE HELP ME?
If you can’t find the answers you are looking for please email us uk_care@scholl.com (our offices are open 9:00 am – 5:00 pm Monday to Friday). We would love to hear from you.
