Customer feedback for Shoe Embassy shows consistent praise for shoe build, leather choices and premium packaging. However, multiple reviews raise concerns about returns handling, sizing inconsistencies and after-sales communication. International buyers should be aware of potential customs fees and confirm shipping costs before ordering. If you are considering a purchase, check the site’s returns policy, confirm available return methods, and keep order documentation to support any follow-up.
Examples from available reviews (Aug 2017 – Feb 2026).
Shoes squeaked and customer service refused remedy after months, very disappointed.
“Appalling Customer service”
Helpful customer service and great experience both in-store and online.
“Really helpful customer service”
Faulty boots; retailer insists on specific return method and won't cover return costs.
“a heel came off on the second wear.”
Shoes look fabulous but incurred a €45 customs charge to Ireland.
“I got stung with a €45 customs charge to Ireland”
Multiple reviews report slow, unhelpful or rude customer service and repeated return refusals; some customers, however, describe helpful in-store or prompt online support.
A few customers praise discounts or vouchers, while others highlight unexpected costs like customs or return shipping charges when ordering internationally.
Several shoppers praise packaging and in-store service, but many note sizing inconsistencies, difficult returns and frustrating online/phone support experiences.
Many reviewers praise build, leather and presentation; a notable subset report faults such as broken zips, detached heels, squeaks or inconsistent sizing.
Frequent complaints about slow or generic email replies and lack of an accessible phone contact; several customers report responsive staff in-store or via specific channels.
Reviews are split: many customers enjoy the shoes and packaging, while a similar share report negative after-sales service or product issues.
For each review, the core experience based on original source reviews.
Sources: Reviews (18) · Trustpilot (17) · Reviews (1) · Quotes shortened · As of: February 2026
Shoes arrived and look beautiful; reviewer will test them in April.
“They are beautiful”
Faulty boots; retailer insists on specific return method and won't cover return costs.
“a heel came off on the second wear.”
Ordered boots size 4 and will blog about fit and quality when they arrive.
“will be blogging the quality of the boots and size .”
Faulty boots and poor customer service refusing remedy after six months.
“The customer service is appalling.”
Could not return unworn boots due to purchase timing; customer service unhelpful.
“response from customer service rather cold and arrogant”
Shoes look fabulous but incurred a €45 customs charge to Ireland.
“I got stung with a €45 customs charge to Ireland”
Customer care unhelpful; returns process and contact details are problematic.
“Rubbish customer care no email to help”
Zip broke after limited use and customer service refused repair or exchange.
“the zip has broken”
Lovely packaging and high-quality shoes; reviewer excited to wear them.
“The quality and attention to packaging is beautiful and lush...”
Customer service clarified doubts and order placed, awaiting shoes.
“The customer service was great!”
Bought brogues and boots; they look amazing and are comfortable.
“they looked amazing!”
Reviewer praises the absolutely amazing quality and leather design.
“The quality of your shoes is absolutely amazing.”
Responsive customer service fixed an issue with free postage.
“Great shoes and responsive customer service when the advertised free postage wasn’t applied automatically.”
Helpful customer service and great experience both in-store and online.
“Really helpful customer service”
Great customer service, fast delivery, and many compliments on boots.
“great customer service and fast delivery.”
Shoes squeaked and customer service refused remedy after months, very disappointed.
“Appalling Customer service”
Lovely shoes but staff felt a little too pushy during the visit.
“Lovely Shoes, although I felt like your team is a little bit too pushy.”
Reviewer owns many pairs, finds fit consistent and shoes well made.
“I have at least 9 pairs of their shoes.”
Shoes arrived quickly, are beautiful and fit perfectly.
“fit like a dream.”
Delivered to wrong location and customer service was condescending, offering no remedy.
“embassy took no responsibility at all with no apology nor remedy to rectify the situation!”
Return refused despite boots barely used and outside stated return window.
“Embassy London won't accept a return because 28 days have passed”
Zip defective after first wear and company refused warranty assistance after six months.
“it is out of warranty 6 months”
Did not receive ordered shoes despite complaints and lost money.
“I did not receive the shoes I ordered despite complaints to customer service.”
Stitching failed after minimal wear and company defended six-month warranty.
“the stitching has come away”
Delivery left outside, claim period expired, customer lost paid-for boots.
“delivery left outside not in my safe place”
Heel fell off second wear and company required return to an inaccessible depot.
“the heel came off the boots on the second wear.”
I just received the Shoe Embassy search for ankle boots that are loose around my ankles. I picked size 9, which is what I have always worn but the boots are too big. I want to return them but they don't answer the phone and the email support has no suggestions. They want me to ship them back at my expense (which will be yet another $15.00) even though the boots are improperly sized. I called customer service immediately, they were too slow to answer me but once they did, they told me that returned items are refunded in 6-10 business days. I am still waiting for my refund! Very rude customer service!
Reviewer praises the customer service as fantastic.
“Fantastic customer service!!!”
Reviewer reports the worst customer service ever.
“Worst customer service ever.”
Multiple pairs owned, durable and consistent fitting, and generally great quality.
“I have already 6 pairs of shoes from Shoe Ambassy, the oldest pair is 4-5 years old.”
Stitches failed after one wear and store staff treated reviewer badly, denying remedy.
“the stitches on the shoes opened up just after wearing the shoes for once not even twice!”
Customer claims retaliation and refusal to exchange defective shoes after posting a review.
“Shoe Embassy retaliated and refused to exchange defected shoes after I posted my review on a website.”
Wrong shoes initially sent but customer service resolved and correct boots arrived.
“the customer service team where great can’t thank Kahah enough”
Long-term customer feels recent shoes are lower quality and prices have risen.
“Last few pairs of shoes have not been the same quality as when they first started out.”
Manufacturing defect; no repair or refund offered and poor customer service.
“Worst customer service levels.”
Reviewer praises the products and fast delivery.
“Great products and fast delivery!”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Shoe Embassy is a UK footwear retailer offering shoes and boots through an online store and physical retail locations. The brand presents a range of leather and fashion-led styles and ships beyond the UK; customers should check country-specific shipping and returns terms before purchasing.