Common Questions


Which countries do you ship to?

We ship our insoles worldwide.  So far, we have customers in 76 countries.

You can see our shipping costs here.


Will you provide a tracking number?

We ship via Royal Mail First Class and International Standard.  If you want to receive a tracking number, please selected the "tracked" shipping method at checkout. 

How long will it take to get to…?

Orders sent to addresses in the UK usually arrive within 1-3 working days.

We usually expect EU orders to arrive within one week, and up to two weeks for orders to the rest of the world. 

My order hasn’t arrived

Sometimes postal delays and customs hold-ups mean that orders arrive later than expected. If your order still hasn’t arrived within two weeks (UK) or four weeks (rest of the world), please contact us at


Returns & Refunds

What is your return address?

You can return items in un-used, saleable condition to us with a note of your order number to:

Family Bow Ltd

Unit 17 - Containerville

35 Corbridge Crescent

London E2 9EZ




I’m between sizes – which size should I order?

If you're between sizes, we suggest that you choose the next size up.  We’re happy to exchange for a different size if they don’t fit.

Should I go for a size up for different shoes?

We recommend that you order a bigger size for shoes with a looser fit (e.g. winter boots).

The insoles don’t reach to the toes of my shoes – are they too small?

Our insoles won’t go right to the front of your shoes as they are shaped so that they can we worn unseen in open-toed shoes. However, if you feel the insoles are too small for your feet, please contact us for an exchange.



What’s the difference between the styles of insole?

The insoles for high heels have slim, full-length padding.  The insoles for flat shoes have tapered padding at the heel to prevent heel strike.  The "insoles for high heels" may also be worn in flat shoes if you are also wanting support under the ball of your foot.

Do the insoles come singly, or in pairs?

All insoles are sold and shipped in pairs; if you order a quantity of one you will receive one pair.

How long do the insoles last?

The orthopaedic padding can retain its bounce for up to several years, even with regular wear. The leather colour may change over time and should develop a lovely patina.

Can I transfer the insoles between shoes?

We recommend that the insoles for flat shoes are stuck down into one pair. The insoles for high heels can also be stuck down, but often stay in place without stickers and so can be transferred between shoes more easily.

Do I need to cut the insoles to size, or can I trim them if necessary?

The insoles are pre-shaped and cut to size, but you can trim them slightly if you need to.



Can I add to/subtract from my order after it has been placed?

We can’t amend orders on the system once they are made. If you would like to add items to your order, please place a separate order and then contact us with your new order number so that we can combine shipping and refund any extra postage you incur. If you would like to remove an item from your order or amend the colour or size, please contact us.