FAQs
GENERAL QUESTIONS
Are your products sold on a different platform? No, Strovak products are sold exclusively through our website. If you see our products being sold on any other website, please let us know at hello@strovak.co.uk so we can investigate.
What payment methods do you accept? We accept all major credit and debit cards (Visa, Mastercard, American Express, Maestro), Apple Pay, Google Pay. All payments are processed securely through Stripe.
How should I choose the right size? Every product page includes a detailed size guide showing UK sizing for that specific style. If you're between sizes, we generally recommend sizing up — safety boots should never feel tight.
Do you have physical stores? No, Strovak is an online-only retailer. This allows us to keep prices competitive and offer free UK delivery on every order.
Which currency will I be charged in? All prices on our website are displayed and charged in British Pounds (GBP). We currently ship to the United Kingdom only.
Are your boots and trainers certified? Yes. Every pair we sell is certified to EN ISO 20345 European safety footwear standards. The specific safety rating (S1P, S2, S3, etc.) is displayed clearly on each product page.
ORDER INFORMATION
What is the status of my order? After completing your purchase, you will receive a confirmation email automatically. Once your order is dispatched from our warehouse, you will receive a second email containing your tracking number and carrier details.
Can I change my order? You can change your order details (such as shipping address or size) by contacting us at hello@strovak.co.uk within 24 hours of placing your order. Unfortunately, we cannot make changes once your order has been dispatched. After your order arrives, you can return it within 30 days under our standard returns policy.
Can I cancel my order? You can cancel your order by contacting us at hello@strovak.co.uk within 24 hours of purchase, provided it has not yet been dispatched. We will refund the full amount to your original payment method within 14 working days. Once an order has been dispatched, we cannot cancel it — but you can return it within 30 days of receipt.
Why was my order cancelled and refunded? For the security of our customers, we use advanced fraud detection systems. If our system flags a transaction as potentially fraudulent (for example, payment with a card that doesn't match the billing address), the order will be automatically cancelled and the full amount refunded to the original payment method. If this happens to a legitimate order, please contact us at hello@strovak.co.uk and we'll help resolve it.
SHIPPING INFORMATION
Where do you ship to? We currently ship to all UK addresses including UK mainland, Scottish Highlands and Islands, Northern Ireland, and the Channel Islands.
How much is shipping? We offer FREE shipping on all UK orders — no minimum order value. The price you see at checkout is the final price you pay.
How long does it take to ship my order? Orders are processed within 1–3 business days after payment. Orders placed before 2:00 PM GMT on a working day will begin processing the same business day. Orders placed after 2:00 PM, on weekends, or on UK public holidays will be processed the next business day.
How long is the delivery time? Estimated total delivery time is 6 to 12 working days from the date of order confirmation. This includes order processing (1–3 days) plus transit time (5–9 days). During peak periods (Black Friday, Christmas, January Sales), delivery times may be slightly longer due to increased order volumes.
Do you offer faster shipping? We currently offer one standard shipping option, which is free on all orders. We have chosen the most reliable carrier to ensure your order arrives safely. We're working on adding expedited shipping options in future.
Where do you ship from? Your order is dispatched from our international fulfilment partner directly to your UK address. All applicable import handling is arranged on your behalf, so you will not be asked to pay any additional charges on delivery.
What happens if my order is lost in shipment? All orders are sent with a tracking number for your security. If your parcel does not arrive within 14 working days of order confirmation, please contact us at hello@strovak.co.uk with your order number and we will investigate with the carrier immediately. If the carrier confirms your parcel is lost, we will provide a full refund or replacement at your preference. If the tracking shows your parcel was delivered but you have not received it, please first check with neighbours and any safe places used by the carrier before contacting us.
My parcel arrived damaged — what should I do? Please contact us within 48 hours of receipt at hello@strovak.co.uk with:
- Your order number
- Photos of the damaged packaging (taken before opening)
- Photos of the damaged product
We will arrange a free replacement or refund as appropriate.
SIZING & FIT
Do you offer half sizes? Yes — half sizes are available on most styles between UK 7 and UK 11. Available sizes are listed on each product page.
What if my boots don't fit properly? We offer free size exchanges on unworn boots in their original packaging. Contact us at hello@strovak.co.uk within 30 days of receiving your order and we will arrange the exchange.
RETURNS & REFUNDS
Do you accept returns? Yes — you can return unworn boots in their original packaging within 30 days of receipt. This extends beyond the 14-day statutory minimum under the Consumer Contracts Regulations 2013.
How do I request a return? Contact us at hello@strovak.co.uk within 30 days of receiving your order. Please include:
- Your order number
- The reason for return
- Photos if the item is faulty or damaged
We will email you instructions and the return address.
Are returns free?
- Faulty, damaged, or incorrect items: We cover all return shipping costs and provide a prepaid label.
- Change of mind returns (wrong size, no longer needed, etc.): The customer is responsible for return shipping. We recommend using a tracked service.
Can I return worn boots? For hygiene reasons, we cannot accept returns of worn boots — unless they are faulty or defective.
Do you charge a restocking fee? No. If your return meets our conditions (unworn, original packaging, within 30 days), you will receive a full refund of the product price.
How long do refunds take? Once we receive and inspect your return, refunds are processed within 14 days to your original payment method. Your bank may take an additional 3–10 business days to show the refund on your statement.
Can you refund to a different card? No — refunds can only be processed to the original payment method used for the order. This is a security measure required by our payment processor (Stripe).
What happens if my return is lost in transit? We are not responsible for returns that are lost before reaching us. For this reason, we strongly recommend using a tracked shipping service for your return, and keeping the tracking number until your refund has been processed.
When will you reply to my return request? Our customer service team responds to all emails within 24 working hours, typically much faster during normal UK business hours (Monday to Friday, 9:00 AM – 5:00 PM GMT).
CONTACT
How do I contact customer service?
- Email: hello@strovak.co.uk (we respond within 24 working hours)
- Phone: +447577306963 (Monday to Friday, 9:00 AM – 5:00 PM GMT)