Frequently Asked Questions - VIONIC UK
FREQUENTLY ASKED QUESTIONS
Click here if you need more information about returns.
GENERAL
How is Vionic different from other brands?
Vionic shoes provide essential stability and addictive support. With a contour seamlessly engineered into each shoe, sandal and slipper, Vionic helps support natural alignment from the ground up.
Many of our products are recommended by the APMA, or American Podiatric Medical Association.
Vionic’s breakthrough technology offers versatility, which means you can have orthotic comfort in your favourite shoes.
Has Vionic changed its fit & sizing?
Yes, our consumers have provided us with valuable feedback, and we have listened. As of the 6th of July 2022, we have undertaken a review of the fit of our women’s product and have made a number of changes to ensure that we are providing you with the very best-fitting shoes possible.
To find out more about our new and improved fit, please refer to our sizing guide page here.
Please note, these changes do not affect men’s shoes or the following women’s styles: GEMMA, RELAX, CARLIN, JACKIE, BELIEVE, GRACIE, SNOOZE, TIDE, ALOE, CASANDRA.
What is your phone number and email address?
If you have any concerns, please contact our Customer Service team. You can contact us Monday to Friday from 10:00am to 4:00pm on 0800 1931 800 if within the UK, or 1800 844 030 if calling from Ireland. You can also contact us via email at [email protected].
.We are closed during the following public holidays:
New Year’s Day
Good Friday
Easter Monday
Early May bank holiday
Spring bank holiday
Summer bank holiday
Christmas Day
Boxing Day
Do you have an email newsletter?
Yes, we have an email newsletter! Sign up and be the first to know about sales, special promotions, tips, trends and more.
Which style of shoes is best for me?
When deciding on a style of shoe it is possible that many factors will play into the decision making process but typically you should consider:
- Your personal preference
- Your wearing occasion and
- Any ailments that you are looking to address / alleviate
Click here for details about 3 zone comfort technology system.
Which style of shoes is best for running?
Whilst Vionic do not develop product specifically for the running market we do have a number of styles that are appropriate for running and other forms of exercise. We recommended products that are developed on our Brisk and Drift footbeds, styles include Miles II, Zeliya and Energy. These can be found within our active trainer category here.
Which style of shoes is best for plantar fasciitis?
Wearing supportive footwear / orthotics provides the overall proper support to the feet and helps to address the problems associated with plantar fasciitis. At Vionic we have been perfecting our orthotic technology since 1979. The 3 zone comfort technology system inherent in our footwear and orthotics is known to have helped those suffering from plantar fasciitis, aiding the body’s natural alignment from the ground-up which in turn will help to ease pain that may be experienced through the legs, back and neck as a result of this condition. Click here for more information on plantar fasciitis.
Which style of shoes is best for a fallen arch?
Wearing supportive footwear / orthotics provides the overall proper support to the feet and helps to address the problems associated with fallen arches and overpronation. At Vionic we have been perfecting our orthotic technology since 1979. The 3 zone comfort technology system inherent in our footwear and orthotics is known to have helped those suffering from fallen arches, aiding the body’s natural alignment from the ground-up which in turn will help to ease pain that may be experienced through the legs, back and neck as a result of this condition.
Which style of shoes is best for bunions?
Generally speaking well fitted footwear will alleviate symptoms. It is recommended to opt for wide fittings to ensure that the bunion is not restricted within the shoe. The standard width for most Vionic styles is WIDE and so we’ll have plenty of choice. Please refer to the width fitting as displayed with each product. You may prefer to wear sandals if you are experiencing problems with bunions. Our styles with fully adjustable uppers will allow you to adjust the fitting perfectly, according to your needs. Click here to view our range of wide width shoes for women.
Which style of shoes is best for arthritis?
The right shoes for arthritis can reduce or eliminate foot pain, which has a huge impact on the body’s function and mobility. The 3 zone comfort technology in our Vionic orthotics & footwear helps to promote natural alignment from the ground up. Not only will this help to alleviate foot pain itself but it will also address pain experienced in other parts of the body incl. the legs, back and neck. If you suffer from arthritis then supportive shoes are essential. Opt for shoes with ankle support and a closure system that helps to achieve a comfortable, secure fit. When looking for a sandal be sure to choose a style with fully adjustable upper straps including an ankle strap for maximum support.
Is there a break-in period for your shoes?
Most people will find our shoes and orthotics comfortable right out of the box. For others, their experience may be different.
In these cases, for the greatest comfort, we recommend wearing your new Vionic footwear for just a few hours for the first few days to allow your feet to adjust to the new level of orthotic comfort and support. Within one to two weeks you should find the product completely comfortable and supportive.
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 the 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 exactly is a foot orthotic?
A foot 'orthotic' or insole is a device designed to restore your natural foot function. Many ‘biomechanical’ complaints such as heel pain, knee pain, lower back pain and plantar fasciitis 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. All Vionic shoes come with a removable orthotic, alternatively click here to view our range of orthotics which can be inserted into any shoe
Are your products latex free?
No latex-based materials are used to build any of our products.
SHIPPING
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 3 to 5 days.
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.
Orders are packed and shipped on business days only. Business days refer to Monday-Friday with the exceptions of the following holidays:
New Year’s Day
Good Friday
Easter Monday
Early May bank holiday
Spring bank holiday
Summer bank holiday
Christmas Day
Boxing Day
Last order date for delivery in time for Christmas:
Shipping to the UK: Order before 16:30 on Friday 20th December
Shipping to Ireland: Order before Midday on Thursday 12th December
Do you ship internationally?
No, at this time we do not ship internationally from vionicshoes.co.uk. However, you can purchase internationally from our exclusive distributors listed below.
Australia: vionicshoes.com.au
Canada: vionicshoes.ca
India: vionicshoes.in
Indonesia: vionicshoes.id
Japan: vionicshoes.jp
New Zealand: vionicshoes.co.nz
Philippines: vionicshoes.com.ph
Singapore: vionicshoes.sg
USA: vionicshoes.com
ORDERING & PAYMENT
What forms of payment do you accept?
We accept Visa, MasterCard and PayPal.
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 or your invoice (please check your junk mailbox if this cannot be found in your main inbox). 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 10:00am to 4:00pm on 0800 1931 800 if within the UK, or 1800 844 030 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:
- Track Shipment to UK - UK parcel courier is Evri
- Track Shipment to Ireland - Ireland parcel courier is Anpost
- Track Shipment to Ireland - Ireland parcel courier is DPD
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 10:00am to 4:00pm. If you would like to place an order over the telephone please call our customer care team on 0800 1931 800 if within the UK, or 1800 844 030 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 10:00am to 4:00pm - telephone number 0800 1931 800 if within the UK, or 1800 844 030 if calling from Ireland or email [email protected]
Having trouble with payment processing / authentication?
If you experience issues with payment or authentication we recommend that you try to purchase with an alternative method (a different debit/credit card or PayPal). You can also contact our customer care team Monday to Friday from 10:00am to 4:00pm on 0800 1931 800 if within the UK, or 1800 844 030 if calling from Ireland or email [email protected]
I received a payment failure or fraud warning when checking out.
If you received a message that your credit card was declined, or a fraud warning message, this means your card was declined by our processing system. We do not give details as to why your card was declined. It is recommended that you contact your credit card issuer or your banking institution as to why it was declined. We recommend that you not continue to try using your card as it will most likely continue to be declined.
We recommend that you try to purchase with an alternative method (a different debit/credit card or PayPal). You can also contact our customer care team Monday to Friday from 10:00am to 4:00pm on 0800 1931 800 if within the UK, or 1800 844 030 if calling from Ireland or email [email protected]
My credit card was declined, why does my card show a charge?
If your credit card was declined by our system, you may see an "authorization" on your debit/credit card. We have not taken any money from your account. This is simply an authorization of the funds.
Your payment will be taken as soon as your order is confirmed. You will received an order confirmation by email (please check your junk mailbox if this cannot be found in your main inbox).
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.
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 10:00am to 4:00pm - telephone number 0800 1931 800 if within the UK, or 1800 844 030 if calling from Ireland or email [email protected]
What are my options if my order cannot be cancelled?
In the event that we are unable to cancel your order, you will unfortunately need to take delivery and then organise a return for the item(free of charge). If you require an alternative product or size, we suggest that you place a separate order.
Where do I enter in my coupon or promotional code?
If you have a promotional or coupon code that you would like to redeem, please enter it in the "Have a Coupon Code?" box in your shopping cart during checkout.
Please note that only one promotional code can be used per order, and that certain codes require being signed in to your Vionic account.
INSOLES
What is the difference between a footbed and an insole/orthotic?
Regular footbeds and insoles are designed to provide a cushioning effect and absorb shock. They may feel comfortable at first, but they do not address the biomechanical cause of excess pronation.
Orthotics provide some degree of shock absorption, but more importantly they are functional and are designed to help you reclaim your footprint by supporting natural alignment from the ground up. Some footbeds also feature an arch support; however, quality orthotics such as those from Vionic do a lot more than just support the arches.
For additional information about our insoles, please visit our Insoles Guide.
Who can benefit from wearing insoles and why?
Any person with or without a foot problem can benefit from wearing insoles! It is estimated that over 70% of the population suffer from rolling inwards of the foot and fallen arches (i.e., excess pronation), which is the major contributing factor to foot problems. As we get older this problem often worsens.
These persons in particular can benefit greatly from wearing insoles:
Those over 50: As we get older, the muscles and ligaments in the foot become weaker, as do the bones due to calcium reduction. In addition, the fatty padding under the foot thins out, which means less protection and cushioning for the bones, in particular the heel bone. Fallen arches combined with thinning fat tissue are a recipe for foot problems. Heel spurs are the most common foot complaints for those over 50.
People who are on their feet all day: Factory workers, nurses, teachers, people in retail and many other industries are required to stand on their feet for hours each day. Hard, unforgiving surfaces like concrete and asphalt take their toll after prolonged standing even for young and healthy people! Most common complaints are tired, aching feet and legs as well as low back pain. Women who are required to wear dress shoes with heels (e.g., in retail or hospitality) often suffer from pain under the ball of foot (metatarsalgia) and/or aching legs.
Runners & athletes: Because athletes put so much strain on their muscles and bones and ground reaction forces are much higher (up to 4 times the body weight), biomechanical injuries are more the rule than the exception. Insoles play a major role in preventing sports injuries such as Achilles Tendonitis, shin splints and problems in and around the knee joint. Plus, running pain-free enables any athlete to perform better!
High-heel wearers: Most women know that high heels are not good for their feet, however many women do wear them. Common symptoms occurring from wearing high heels are pain in the back of the legs (and shortening of the calf muscles over the long term), ball of foot pain, pain under the arch and the heel. Vionic Slimfit insoles are specifically designed to reduce discomfort associated by heeled shoes and sandals.
Pregnant or overweight people: Excess weight worsens the effects of excess pronation and its related pains. Proper alignment and support are crucial for those carrying additional weight, which creates additional forces on the feet, ankles, knees and back.
What are Vionic insoles made of and how long will they last?
Vionic insoles and sandals are made of a flexible material called EVA (ethyl vinyl acetate).
The key advantage of EVA is that it is supportive and 'giving' at the same time! As you apply weight to the foot, there is a certain amount of 'give' in Vionic insoles and sandals, providing shock absorption to the feet, ankles, knees, hips and back. This makes the device much more comfortable and more natural compared to hard insoles. Yet, at the same time, they are firm enough to realign the foot and allow you to claim back your natural footprint.
Because Vionic insoles and sandals are somewhat flexible, they will need to be replaced every 12-18 months. Older people or those with sensitive feet will benefit from a softer type of orthotic such as Vionic, as they may have difficulty tolerating anything hard under the foot.
How long does it take to get used to Vionic insoles and footwear?
Because Vionic products are made of 'foot-friendly' flexible EVA, it takes most people only a few hours to get used to them.
For the greatest comfort, we recommend wearing your new Vionic footwear for just a few hours for the first few days to allow your feet to adjust to the new level of orthotic comfort and support.
Within one to two weeks you should find the product completely comfortable and supportive.
Are insoles covered under the 30 day guarantee?
Our orthotic inserts are covered in our 30-day guarantee. Even if you’ve already used them or trimmed them down to size, we will accept them back for a full refund within 30 days of purchase. Original shipping charges are not refunded.
CLEANING & CARE
How do I clean my sandals, shoes or orthotics?
To clean our products, we recommend you wipe with a damp cloth and air dry under indirect sunlight.
We DO NOT recommend the following:
- Submerging in water or using solvents to clean products.
- Exposing products to extreme temperatures.
- Commercial dry cleaning or home wash/dry laundry machines.
How do you recommend eliminating sandal odour?
Eliminate odour and effectively clean and deodorize footbeds by stopping cell growth and multiplication of bacteria and fungi which can cause odour and itchiness.
Preventative measures are best here. But in the event that you do find your sandals have taken on an odour, we recommend giving the footbeds a good scrub with a mild soap diluted in warm water. Be sure to let your shoes air dry naturally. Do not place them near a heat source or in direct sunlight.
Do you recommend anything for blisters or chafing?
We recommend that you apply a blister protection product on your skin. A Friction Block may provide a barrier against the chafing.
What do you recommend for squeaky footwear?
It could be that your orthotic is squeaking because it is rubbing against the upper of the shoe.
Locate the area of the shoe where the squeak is coming from. Lift the orthotic and sprinkle baby powder or baking soda inside this area. Leave the powder inside and insert the orthotic back into the shoe. Let the shoe set overnight.
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 1800 844 030 if calling from Ireland or email [email protected] or write to us at:
Caleres Europe LimitedLuminous House
300 South Row
Milton Keynes
MK9 2FR
GREAT BRITAIN