Frequently Asked Questions

On this page, you will find answers to commonly asked questions. For any additional inquiries, please feel free to contact us directly by filling out our contact form.

My Orders

I have a question about a product or my order; how can I contact you?

To get in touch with us, simply go to the "Contact Us" section and fill out the contact form. One of our agents will get back to you as soon as possible. 

Please note that our Customer Service is open from 2:00 PM to 6:00 PM from Monday to Thursday and from 2:00 PM to 5:00 PM on Fridays. During peak times, responses may take longer, so please avoid sending multiple emails as it may overload our processing and slow down our response.

I want to change my delivery address.

If you wish to change the delivery information after placing your order, please contact us as soon as possible. 

To do so, visit the "Contact Us" section. Please be aware that delivery details, including the delivery address, cannot be changed once the order has been shipped.

I want to cancel my order.

We encourage you to contact our customer service as soon as possible at 0184233059 or via our contact form in the "Contact Us" section for any cancellation or modification requests for your order.

My Account

I can't log in to my account; what should I do?

If you are experiencing issues accessing your account, please reset your password by clicking on "Forgot your password?" An email will be sent to you with your new password, which you can then modify directly from your personal account. 

If you continue to encounter difficulties, we recommend contacting our customer service for guidance.

Do you have a Loyalty Program?

At Finsbury, we aim to reward our loyal customers. 

By enrolling in our program, you can enjoy various discounts on your future purchases. If you achieve Premium status (accumulating more than 1,000 points), you'll receive exclusive offers. 

It's simple: the more you order, the more points you accumulate. For more information, please refer to our terms and conditions.

How much discount do I get for how many points?

Our loyalty program is based on a point accumulation system following purchases, whether in-store or on our e-shop. You have three loyalty tiers:

350 points = 5% discount

700 points = 7% discount

1000 points = 10% discount

Loyalty points are reset annually, and you earn 1 point for every euro spent.

I made purchases, but I can't find my points.

After the 12th month of your purchase, your points expire. 

This applies to all points obtained after making an in-store or web purchase. If you made an in-store purchase but don't have a web customer account, your points may not have been merged. Please create a web account and contact our customer service to merge the two accounts. 

Your points may take up to 48 hours to appear. If they do not, please contact our customer service via our form.

I'd like to merge my in-store and web customer accounts.

If you have an in-store customer account and want to view your point balance on your online customer account, please contact us via our contact form to merge your two accounts (in-store and web).

Products

How can I make sure the product I want is the right size?

To ensure that you order the correct size, consult our size guide. 

You can also reach out to our customer service or contact one of our boutiques for more details. Please note that Blake Stitched models tend to run smaller than normal, so we recommend taking a half size up.

How can I properly care for my Finsbury products?

To learn about the steps to keep your Finsbury products in perfect condition, please visit our care guide. You'll find all the information you need, including the use of shoe trees and shoe care products.

I really like an item, but unfortunately, my size is no longer available; what should I do?

Don't worry. In many cases, we may have additional sizes in stock in our stores or in our "1001 Pairs" section. You can also use our e-Reservation service to check the stock availability in our stores. To do this, click on the product, select your size, and you'll see the "Reserve in Store" button. Then choose your size and click "Next," and the list of stores with the selected model will appear. You can choose the store nearest to you, provide your information (name, email address), and confirm. Your pair of shoes will be set aside for you! If the item you're interested in is in our "1001 Pairs" or "Last Chance" section, please note that these are our end-of-collection models, so they won't be restocked. However, you might have a chance to find them in one of our Outlet stores.

How can I find out when a product will be back in stock?

If the pair of shoes you want to order is no longer available, we invite you to click on the "Stock Alert" tab to be notified of its return. If the desired model is in our "1001 Pairs" or "Last Chance" section, please note that these are our end-of-collection models and won't be restocked.

How can I adjust a belt?

If you've ordered a belt from our website, and it's too large, we recommend going to one of our boutiques to have it adjusted to your size. This service is free. However, if you don't have a Finsbury boutique nearby, we recommend consulting your local cobbler.

Payment

What types of payment do you accept?

For security reasons, we only accept Visa, Mastercard, American Express, and eligible 3D Secure Bancontact bank cards. You can pay for your purchases by credit card, with PayPal, or with Alma (payment in installments). When confirming payment, you will receive your security code (sent by your bank). We also offer the option to pay in 3 or 4 installments with our partner Alma.

Is it possible to pay online by phone?

Yes, it's possible to pay by phone with our customer service. Our advisers will assist you in making a payment by credit card or PayPal. Rest assured that all confidential information will be deleted after the call to ensure the security of your data.

My payment was declined; what can I do?

Your payment may have been declined because your credit card is not accepted by our system, the 3D Secure authentications failed (incorrect security code), or your account does not have sufficient funds. In this case, please contact your bank directly. We also recommend trying with a different credit card, and if the issue persists, contact us.

I have a promotional code; how do I use it?

Simply go to your cart and enter the discount code in the "Discount Codes" section. Press "OK." If the promotional code is valid, it will be automatically applied.

Delivery

Where is my package?

We encourage you to check your tracking link received by email to know the exact location of your package.

Do you offer free shipping?

Yes, we offer free shipping with our carrier DPD for orders with a total amount equal to or greater than €250 and for deliveries in metropolitan France. You also get free delivery for orders over €59 by choosing the "click & collect" delivery mode in one of our boutiques.

What is the delivery time at Finsbury?

Generally, our products are delivered within 24 to 72 hours depending on the delivery method. We offer three delivery options in metropolitan France (excluding overseas departments and Corsica):

DPD at home: 48 to 72 hours

DPD PICKUP: 48 to 72 hours

Chronopost: 24 to 48 hours

DHL International: between 24 and 72 hours.

Regardless of the chosen carrier, please allow 24 hours (excluding weekends) for order preparation. After this period, your products will be shipped the day following your order (depending on the selected delivery method). The minimum delivery time is 3 days. For more information, please consult our delivery & return page. Orders placed on the website on Friday afternoons, Saturdays, or Sundays will only be processed on the following Monday.

I need my package very quickly; what should I do?

If you need your package urgently, choose the Chronopost delivery method, which guarantees express delivery (within 24 hours if your order has left our warehouses before 1:00 PM) in metropolitan France. Please note that this is in addition to the 48-hour processing time. Your package will be delivered within 3 working days after your order. You can also place an order on the website and pick up your package at the boutique of your choice. Select the 'click & collect' option.

Is the delivery tracked?

Yes, regardless of the delivery method used (DPD, Chronopost, or DHL), your package will be tracked, and you will receive the tracking number by email after it is sent.

Dispute

My package is marked as delivered, but I haven't received anything.

We suggest checking with your neighbors or the building manager to see if they received the package on your behalf. If not, please contact our customer service by phone or via the contact form. We will then contact the carrier to resolve the situation as quickly as possible. Additionally, the delivery driver may have left the package at a pickup point if you were not available at the time of delivery. We recommend checking the carrier's tracking information or your emails. For any other questions related to your delivery, please contact our customer service.

Do you offer international shipping?

Yes, in addition to delivering in metropolitan France, Finsbury now offers international delivery with our partner DHL. For more information, please consult our delivery & return page.

What is DPD Predict delivery?

DPD Predict is an appointment-based delivery system. You can choose the day of delivery directly via SMS (or on www.dpd.fr). Upon receiving the order from DPD, you will select a 3-hour time slot that suits you from a provided list. To benefit from this service, make sure to provide your phone number when making a purchase. On the scheduled delivery day, you will receive an SMS reminder of your selected time slot. You can also track your package in real-time on www.dpd.fr. More information is available on the DPD website.

Returns

What is the withdrawal period?

In accordance with legal provisions, you have a right of withdrawal without the need to provide reasons or pay penalties, except for the return costs. You have 14 days (from the day the customer, or a third party other than the carrier and designated by the customer, physically takes possession of the last item) to withdraw from the contract without stating a reason. To exercise this right, you must follow the return procedure available in your customer account, under the "My Orders" tab. Choose the return option and click "Return a product." Once this is done, a return label will be generated, and you should print and place it inside your package.

If I exceed the 14-day withdrawal period?

If you exceed the withdrawal period, we reserve the right to deny your refund or exchange request in accordance with our general terms and conditions of sale (GTC). In this case, you will receive a voucher.

I received the wrong item, or the item I received doesn't meet my expectations, and I want to return it; what should I do?

You have the right to withdraw from the contract without giving a reason within 14 days. The withdrawal period expires 14 days after the day you, or a third party other than the carrier and designated by you, physically took possession of the last item. Please refer to our delivery and returns page for more information.

The tracking of my returned item indicates that you received it, but I haven't been contacted or refunded yet. Is this normal?

Yes, please note that the return process may take up to 15 days. Therefore, your package may be in our possession, but our logistics team has not yet had the opportunity to process it. Rest assured that as soon as it is processed, you will be notified by email, and we will proceed with the refund (or exchange) as quickly as possible.

My return has been accepted, but I still haven't been refunded. Why?

We process returns as quickly as possible. If your return has been processed by our logistics team and accepted, your order will be refunded within the next 2 days. The return process may take between 2 to 10 days, depending on the period. Please note that during peak activity periods (sales, 1001 Pairs, Black Friday), an additional delay of 5 days may apply. The refund will be made to the credit card used when placing the order. For any questions, please contact us.

Alma Payment Refund.

We recommend contacting Alma for any questions related to payments in installments.

Is the return free?

Any item ordered on the Finsbury website can be returned for free for an exchange using the return label provided in your package. You have one free exchange. Any additional exchange will incur a fee of €8. You also have the option to exchange in our boutiques for an item of the same model only, in a different size.

Exchanges

Is it possible to exchange for a different size in a web order in a boutique?

Yes, you can visit one of our boutiques to exchange for a different size. However, exchanging for a different model is not possible. You can exchange the size of products ordered on the Finsbury website at any of our boutiques with the presentation of the invoice. Before visiting, we recommend contacting the nearest boutique to verify the availability of the desired sizes. Our boutiques do not offer refunds for products purchased on our website.

Voucher

I have a boutique voucher; can I use it on the website?

No, if you have a voucher issued in-store, you cannot use it to make an online purchase. Store vouchers are only valid for in-store purchases. Similarly, if you have a voucher on our website, it can only be used for online purchases and will not be valid in-store. Your voucher is valid for one year from the date of issue and will be sent via email. Be sure to check your spam folder.

I received a voucher instead of a refund (web purchase) due to the return of my package; is this normal?

Yes, a voucher is automatically generated when the return procedure is not done in your customer account or if you sent us your order after the legal 14-day withdrawal period.

How long is my voucher valid?

Your voucher is valid for one year from the date of issue. An email will be sent to you. Please check your spam folder.