3. FAQ / Help Centre
Need help? Below you will find answers to the most common questions about ordering from PACEON.
Orders
Where does PACEON deliver?
PACEON currently delivers to customers within the United Kingdom only.
How long does it take to process my order?
Orders are usually processed within 1 business day, excluding weekends and UK public holidays.
Can I cancel my order?
You may be able to cancel your order within 15 minutes of placing it, where this option is available through your order confirmation or customer account.
After this period, your order may already have entered processing. If you need help, contact us as soon as possible at contact@paceon.co.uk.
This does not affect your legal right to cancel your order after receiving your goods.
Delivery
Is delivery free?
Yes. We offer free Standard UK Delivery on all orders, with no minimum order value required.
What delivery options do you offer?
- Standard UK Delivery: Free, estimated at 7–9 business days after dispatch.
- Express UK Delivery: £9.99, estimated at 5–7 business days after dispatch.
When will I receive tracking?
Where tracking is available, we will send tracking information to the email address used at checkout once your order has been dispatched.
My tracking has not updated. What should I do?
Tracking can sometimes take time to update after dispatch. If your tracking has not updated for several business days, please contact us with your order number.
Returns and exchanges
Can I return my order?
If you are a consumer in the United Kingdom, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.
Once you have told us that you wish to cancel or return your order, you then have a further 14 days to send the item back to us.
Can I exchange my size?
Yes. We offer exchanges subject to stock availability. Please contact us before sending your item back.
Who pays for return shipping?
If you are returning an item because you changed your mind, ordered the wrong size, selected the wrong colour or no longer want the item, you are responsible for the cost of return shipping.
If the item is faulty, damaged, incorrect or not as described, PACEON will cover the reasonable return shipping cost or provide return instructions at no additional cost to you.
Can I return shoes after wearing them outside?
No. Footwear may be tried on indoors, on a clean and dry surface, in the same way you would try it on in a shop. Shoes worn outdoors, marked, dirty, damaged or showing signs of use may not be eligible for a full refund.
Payments
What payment methods do you accept?
Available payment methods may include Shop Pay, Visa, Mastercard, American Express, Diners Club, Discover, Apple Pay, Google Pay, Amazon Pay and PayPal.
Do you offer instalments?
Shop Pay instalment options may be available where shown at checkout, subject to eligibility, approval and provider terms.
Products and sizing
How do I choose the right size?
Please check our Size Guide and any fit notes on the product page before placing your order.
What should I do if I am between sizes?
If you are between sizes, we usually recommend choosing the larger size for comfort. If you are unsure, contact us before ordering.
Need more help?
If you cannot find the answer you need, please contact us:
Email: contact@paceon.co.uk
Phone: +44 7878 686115