How can we help?
Most questions are answered below. If you can’t find what you’re looking for, get in touch. We read everything.
The basics.
What is Shoepal?
Shoepal is for people who need shoes in two different sizes. It introduces you to pals whose sizes mirror yours, so you can chat about the shoes you’d both like and work out whether you can help each other out. See how it works.
How do I sign up?
Start on the homepage with your two sizes. Then choose your styles. You create your account last, with Google or your email address.
Do I need to pay to sign up?
No. Signing up and seeing your matches is free. You only pay when you decide to send a pal a message. See Pricing for details.
Can I have more than one profile?
Yes, up to five on one account. Each profile has its own pals and shoes, and the “Shoes for” switcher moves you between them.
Can my child use Shoepal?
Children can’t have their own account, but parents can add child profiles to their own account from Settings. Child profiles are anonymous, with no name or personal details.
Finding your Shoe Pal.
How does matching work?
We look for pals with the same shoe type whose sizes mirror yours: your left size is their right, and your right size is their left. That’s the whole test. Shared styles and shoes put a pal higher up your list, and they never stop someone matching with you.
How do I pick shoes?
Add them to your wishlist whenever you like, and tap the heart on any shoe in the grid.
What will I see in Matches?
The shoes your pals picked come first, then the pals themselves. If you and a pal have picked the same shoe, we’ll show you.
What if no one matches my sizes right now?
Mirror sizes can take time to find, especially while Shoepal is new. The more pals join, the more matches there are. We’ll let you know when someone matches, so you don’t need to keep checking. You can change those notifications in Settings.
How do local matches work?
If you opt in, we use your postcode to prioritise pals within your chosen travel distance, which helps if you’d rather meet up or hand the swap over in person. Your postcode is only used for matching, and you can turn local matches off in Settings.
Can I match with someone in a different country?
No. Shoepal is for people in the UK. Let us know if it’d be useful where you are.
Why can’t I see a pal’s distance?
Distance only shows when you’ve both opted in to local matches and you’re within each other’s travel distance. Otherwise, neither of you sees one.
Talking to your pal.
How do I start a chat?
Find your pal in Matches and start a chat from there. If you don’t have a subscription yet, you’ll be invited to pick a plan before you can send a message. See Pricing.
Why do I need a subscription to chat?
Shoepal is free to browse. The subscription pays for the service that connects you to your pal and the moderation that keeps chat safe. If a pal messages you first, you can read it without one, but you’ll need one to reply.
What gets moderated in chat?
Every message is screened automatically before it’s delivered. Hate, threats and violence are blocked. Other flagged messages stay covered until the person receiving them chooses to read them. See our Community Guidelines for what isn’t allowed.
Can I share a shoe in chat?
Yes. You can share a shoe as a card, so you’re both looking at the same one while you decide.
Can I send photos in chat?
No. You can share shoes as cards, or paste a link from a retailer’s website.
What if a chat goes wrong?
Block or report at any time from the chat menu. Blocked pals can’t see you, message you, or appear in your matches. A real person reads every report, as soon as we can, usually within 3 working days. If anyone is in immediate danger, contact the police or emergency services on 999.
The shoe bit.
How do pals usually do it?
Most pals each buy their own pair from a retailer, one in each size, then swap the shoe they don’t need. Say you’re a left 7 and a right 5: you might buy a pair in a 7 while your pal buys a pair in a 5, and you swap right shoes. It’s up to the two of you.
How do we arrange it?
Whatever suits you both. Some pals shop together, some order at the same time online, and some swap by post. Shoepal isn’t part of the purchase: you each buy from whichever retailer you choose.
What’s worth agreeing first?
A few things are worth sorting out in chat before anyone buys: which shoe and which retailer, when you’ll each order, whether you’ll swap in person or by post, and who pays any postage. If you post a single shoe, a tracked service is a good idea.
What if the shoes don’t fit when they arrive?
Same as any shoes you buy: returns go to the retailer, under their policy. It’s worth trying the swap before either of you sends anything back, and checking each retailer’s returns window.
What if my pal doesn’t send the swap?
A friendly message in chat is usually the best first step. If you don’t hear back, you can report it to us at safety [at] shoepal.uk and we’ll look into it. We can’t recover shoes or money directly, but a pal who doesn’t honour a swap may be removed.
Does Shoepal handle payment for shoes?
No. You and your pal each pay your chosen retailer directly. Some retailer links earn us a commission from the retailer, and we say so next to those links.
Plans, billing, cancellation.
How much does Shoepal cost?
£19.99/year, £15.99/6 months or £2.99/month. Full breakdown on the Pricing page.
How do I cancel?
Go to Settings → Subscription and choose Manage subscription, then cancel there. You keep access until the end of the period you’ve paid for, and your account stays. You just stop being charged.
Can I get a refund?
Your rights under UK consumer law always apply, including any right to cancel a new subscription within 14 days. Beyond that, you keep what you’ve paid for and can cancel future renewals. Deleting your account cancels a paid subscription straight away and doesn’t issue a refund, so cancel instead if you only want to stop paying. The Terms of Service have the details, or email hello [at] shoepal.uk.
What is a Founding Member?
Anyone who joins while Shoepal is new. Founding Members get a full year free and a permanent badge. See the Founding Member page for the full story.
Can I change my plan?
Go to Settings → Subscription and choose Manage subscription.
Your data and your safety.
What does my pal see about me?
Your first name, your shoe sizes, your styles, the shoes you’ve picked, and a distance figure if you’ve both opted in to local matches. They don’t see your postcode or your email.
How do I block someone?
Open the chat, tap the menu icon and choose Block. Blocked pals can’t see you, message you, or appear in your matches. You can unblock from Settings → Blocked pals.
How do I report someone?
From the chat menu or their profile, choose Report. Pick a reason, add details if helpful, and submit. A real person reads every report, as soon as we can, usually within 3 working days. If anyone is in immediate danger, contact the police or emergency services on 999.
Can I delete my account?
Yes, from Settings → Delete account. Your profiles, your messages and your matches are removed, and any paid subscription is cancelled straight away with no refund. Your chats close, so neither of you sees them any more, and the other person’s own messages stay on their account. We keep records only where the law requires it. To delete just one extra profile, use Delete this profile on its edit screen: its shoes go, its chats disappear for both of you, and the messages are kept. See our Privacy Policy.
Is Shoepal safe for children?
Shoepal is for adults, and you must be 18 or over to create an account. Parents use Shoepal on their children’s behalf through anonymous child profiles. We never collect children’s names or identifying information.
Where can I get support if I’m struggling?
You can talk to Samaritans for free at any time on 116 123, or call NHS 111 for urgent help with your mental health. If anyone is in immediate danger, call 999.
Still need help?
We read every email and aim to reply within 3 working days. If anyone is in immediate danger, contact the police or emergency services on 999.
Contact us