Everything you
might want to ask

We clean worn footwear. Dirt, grime and surface soiling are lifted from the upper, the sole and the stitching, using a method chosen to suit the material.

Every pair receives the same level of care. There is no basic or premium option.

Yes. Delicate materials are among the most rewarding to work on, and each is treated with a method suited to it.

Because delicate finishes are more sensitive by nature, we assess every pair carefully before beginning. Where we feel a particular item carries more risk than usual, we will always speak to you first.

Yes, and gladly. Formal leather shoes respond particularly well: a thorough clean followed by leather polishing and conditioning will often bring a pair back to something very close to new.

What we cannot do is repair them. Heel tips, re-soling, re-stitching and any structural work are the province of a good cobbler, and we would rather recommend one than attempt something outside what we do.

We clean every pair to the very best condition the item allows, and the difference is often considerable. On many pairs the improvement is dramatic, and some come back looking close to new.

What we can achieve depends on the item, the material and how it has been worn. Rather than promise a result, we would encourage you to look at our gallery, which shows pairs exactly as they were returned to their owners.

Yellowing, no. It is a chemical change within the material itself rather than dirt sitting on the surface, so cleaning does not affect it.

Repairs, no. We do not re-sole, replace heel tips, re-stitch, mend tears or splits, re-dye faded finishes, or replace hardware and components.

Cleaning, conditioning and polishing are what we do, and on the right pair they achieve a great deal. Anything structural is work for a cobbler, and we are happy to say so rather than take on something we would not do well.

Five to seven working days as standard, or three to four with our express service. Both run from the working day after your pairs reach us, rather than from the day you order.

Within 24 hours of your order we email you a prepaid Evri postage label, along with a short guide to preparing your parcel.

Print the label and attach it to your box, or simply show the QR code at the counter and the ParcelShop will print it for you.

We offer doorstep collection and delivery across selected London postcodes.

It is arranged personally rather than through the website, so please write to us at enquiries@thefootwearlaundrycompany.co.uk or send us a message on Instagram at @thefootwearlaundryco, and a member of our team will be in touch to arrange a time that suits you.

Any sturdy, rigid box your pairs fit into with a little room to spare. A box a previous delivery arrived in is ideal.

We would ask you not to send original shoeboxes, as they rarely survive the journey and we are unable to take responsibility for them.

No. Sending to us and return to you are both included in your price, and both are fully tracked.

The courier may leave your parcel in a safe place or with a neighbour, in line with their own delivery policy.

If you would prefer your pairs handed over in person, a signature on delivery can be added at checkout for £2.

From £55 a pair. The price depends on the brand, the size, the material and how heavily soiled the item is.

Four photographs is all it takes to see your price, before you commit to anything.

At the time of ordering. Payment is handled by Stripe, and we never see or hold your card details.

The price shown to you is an estimate from your photographs, and we inspect every pair on arrival.

If it needs to change, we will contact you before any work begins. You may accept the revised price, ask us to carry out the original service where that is possible, or have your items returned unworked with a refund.

Yes. You may cancel within 14 days of your order being confirmed. Where we have already begun, for instance by issuing your postage label, we may deduct a sum in proportion to what has been provided.

Full details are set out in our terms of service.

By email at enquiries@thefootwearlaundrycompany.co.uk, or on Instagram at @thefootwearlaundryco.

For an order already placed, replying to any email we have sent you and quoting your reference will reach us fastest, and we aim to answer within 24 hours. For new orders and general enquiries, we aim to answer within 48 hours.

If anything is not right with an order, please tell us within 48 hours of receiving it, with your reference and a photograph or two, and we will look into it properly. Our terms of service set out how we handle these things.