Frequently Asked Questions

All UK orders are sent via Royal Mail 1st Class Tracked. International orders are sent via Royal Mail International Tracked. Tracking information will be available in your order history once dispatched.

Shipping costs are calculated by order weight and are displayed clearly on the checkout page before you make payment. There are no hidden charges.

Stock items are typically dispatched within 1 working day of your completed order. Bespoke or made-to-order items — such as custom bears — will have an estimated dispatch date communicated during the order process. Holidays may occasionally cause a short delay.

Yes — local collection is available by appointment. Please email us to arrange a suitable time before placing your order.

Yes! We ship worldwide. Please note that international customers are responsible for any customs duties or import taxes, with the exception of orders to the USA where duty is included in our shipping costs as required by Royal Mail.

For more details visit: toeandheelgold.com/shipping

Please check your tracking number first — you'll find it in the dispatch email from Royal Mail. If you're still concerned after checking, contact us with your order number and we'll investigate straight away.

You have 30 days from delivery to return unworn items in their original condition with all tags, labels and packaging intact.

Please contact us before sending anything back:

• WhatsApp: 07764857983
• Email: garethmitchelson@yahoo.co.uk
• Facebook Messenger
• Or via your account: Orders > Return Items

Let us know your order number, which items you're returning, and the reason. We'll guide you from there.

Return postage is the customer's responsibility unless the item is faulty or we sent the wrong item by mistake — in which case we'll cover all costs. We recommend using a tracked returns service and keeping your proof of postage.

We inspect items on the same day we receive them and process refunds immediately. PayPal refunds are instant. Card refunds typically appear within 3–5 working days depending on your bank.

Absolutely — exchanges are often faster than returns because we dispatch your replacement immediately on receiving your original item. Same-price swaps are free (you only pay return postage). If there's a price difference, this is simply charged or refunded. Contact us to arrange an exchange.

Yes — we actively encourage this! Order two sizes, try them both at home on a carpeted surface, keep the one that fits and return the other. It's the easiest way to guarantee the right fit, especially if you're between sizes.

Use a soft, dry cloth to gently wipe away dirt. For stubborn marks, a slightly damp (not wet) cloth can be used. Never use abrasive brushes, shoe polish, or household cleaners — our pumps use very soft leather which can be easily damaged by harsh treatment.

Act quickly:

• Wipe with a dry towel to remove surface water
• Stuff firmly with newspaper
• Leave to air dry at room temperature — away from any heat source
• Change the newspaper every 30 minutes while damp

Do not store your pumps while still damp. Never use a hairdryer or place near a radiator — heat will permanently damage the soft leather.

Yes — overshoes are essential at outdoor events. Scotland's weather means rain and wet grass are a near-certainty at Highland Games. Wear overshoes whenever walking to and from the platform, removing them only when dancing. Our soft leather will absorb water very quickly without this protection, significantly shortening the life of your pumps.

Always ensure pumps are completely dry before storing. Keep them in a breathable fabric or mesh bag — never a plastic bag, which traps moisture. Store in a cool, dry place away from direct sunlight and heat sources.

With normal use and proper care, our pumps are designed to hold their shape for 8–10 weeks (often longer). Because we use the softest leather available to give the best possible toe point, they are not designed to last as long as some heavier brands. Water damage, heat exposure, or improper storage can significantly shorten this lifespan.

No — please do not remove the insoles. They are an integral part of the shoe structure. Removing them will likely cause the shoe to burst and will significantly reduce its lifespan.

Yes — some tightness when first trying new pumps is completely normal. A slight toe buckle is expected and will ease as the leather stretches and moulds to your foot. If the foot will not go in without excessive force, the pumps may be too small.

Week 1: Wear at home for 10–15 minutes at a time on carpet only. Do gentle toe points and ankle circles. Let them air for 24 hours between wears.

Week 2: Gradually increase to 30–45 minute sessions. Begin practising dance movements at home or in a short studio session.

Week 3–4: Ready for full classes and most competitions. Rub the leather through your hands regularly to keep it supple and help it mould to your foot.

We recommend a minimum of 3 weeks break-in before competing in new pumps, and ideally order them at least 4 weeks before a major competition. Always bring your old pumps as a backup on competition day.

General stiffness, slight tightness, and minor rubbing that improves with each wear is normal break-in. Sharp or persistent pain, numbness, or severe blistering that isn't improving may indicate the wrong size. Contact us and we'll help you work out whether it's a break-in issue or a sizing issue.

Several short sessions per day works better than one long session. Wearing thick socks at home for 20-minute stretches can gently stretch the leather. Rubbing a leather conditioner into stiff areas also helps. Never use heat, hot water, or excessive force — these will permanently damage the leather.

We accept all major payment methods:

• Credit and debit cards (Visa, Mastercard, American Express, Maestro)
• PayPal
• Apple Pay
• Google Pay
• Amazon Pay

All payments are processed securely through BigCommerce's encrypted payment system.

The most common reasons are: incorrect card details, a billing address that doesn't match your bank's records, an expired card, or your bank's fraud protection blocking the transaction.

Try double-checking your details, ensuring your billing address matches exactly, and attempting a different payment method. If your bank has flagged the transaction, a quick call to them will usually resolve it immediately.

Yes. We never see or store your full card details. All payments are handled through BigCommerce's PCI-DSS compliant, fully encrypted system. Look for the padlock in your browser address bar as confirmation.

Please check your spam or junk folder first. If there's nothing after 30 minutes, contact us with your name and order details and we'll look into it straight away.

Yes — all prices are in British Pounds (£ GBP). If you're ordering from outside the UK, your bank or payment provider will convert the amount at their current exchange rate. Your bank may also apply a foreign transaction fee.

We have a beautiful range of Scottish-themed plush toys, including:

• Teddy bears in Highland dancing outfits (Highland Dress, National Dress, Jig Dress, Hornpipe)
• Heilan Coo (Highland cow) plush toys — including the popular Hornpipe Coo
• Bunny in National Dress
• The special Logan's Fundraiser Bear
• Kilted bears in various tartans

Logan's Fundraiser Bear is a very special bear created in memory of Logan Mitchelson — dressed in a kilt with a scarf and football. Proceeds support PowerChair Football events and keep Logan's legacy alive. View Logan's Bear

Yes! You can supply your own tartan fabric and Donna will create a custom bear for you. Contact Donna directly to discuss fabric requirements, pricing and timescales:

• WhatsApp / Mobile: 07840733528
• Facebook Messenger: @toeandheel

The bears are very popular for fundraising — especially those dressed in Highland dancing outfits, which are a perfect match for dance schools and Highland Games. They work beautifully as raffle prizes, auction items, or end-of-year gifts. Contact Donna about bulk or custom orders: 07840733528.

Yes — all our bears and plush toys are handmade with care. The Heilan Coo vests are hand-knitted by Moira. Some items are made to order and may have a short lead time. Check individual product pages for current availability or contact us to confirm.