Frequently asked questions
Frequently asked questions
You can always contact us for questions or advice. We are ready to help you! View the frequently asked questions below for a quick answer to your question. Is your question not listed? Contact us and we will help you further.
ORDERING
Ordering shoes on our website is very easy: simply follow the steps below.
- When you find an item in our web store that you would like to order, first select your size and colour. Add the item to your shopping cart and then choose whether you want to continue shopping or go to the checkout.
- Once you have finished shopping, click on the shopping cart icon in the top right corner of your screen. Review your shopping cart and then click on ‘Pay’. You will now be asked if you are a Wolkyshop customer.
- If you have purchased items from Wolkyshop before, enter your login details. Your information will then be filled in automatically, making ordering quicker and easier. If you haven’t shopped with us before, you can choose to create an account or check out as a guest.
- Fill in the details required to place your order. The payment screen will open. Select your preferred method of payment and follow the steps to pay and complete your order.
- You will then receive an e-mail from us confirming your order. Find out more about placing an order here.
Our customer service department will be happy to help you place your order in another way. You can also order items by e-mail or phone. To enable us to help you quickly, we will need the following information: the item(s) you want to order, your name, address, telephone number and date of birth. Check out all the ways to contact our customer service department here.
After payment has been processed and the order has been placed, you will receive an order confirmation via email within a few minutes. Please note that this email may end up in your spam folder, so make sure to check there as well!
Unfortunately, it is not possible to add an item once your order has been paid for and placed. Would you like to order something else? Please place a new order, and we will process it as soon as possible!
- To ship within Europe: www.wolkyshop.eu (to pay in euros)
- To ship to the United States: www.wolky.com (to pay in dollars)
- To ship to the Netherlands: www.wolky.nl
- To ship to Germany: www.wolky.de
- To ship to Belgium: www.wolkyshop.be
Payment
Wolky uses a secure server so the data you enter on our website is properly protected. You can pay for your order using iDEAL, Visa, American Express and Mastercard. If you have a PayPal account, you can also pay for your order this way. If you would prefer not to enter any details on the website when placing your order, that’s fine with us too. Simply contact our customer service department by phone or e-mail. They will place your order and arrange delivery for you. Find out more about paying for your order here.
Shipping and returns
Shipping to the United Kingdom is 100% free of charge if you ship from England, Wales and Scotland. Unfortunately, we can not offer free returns from Northern Ireland and the islands, such as Shetland Island, Jersey and Guernsey.
If you would like us to deliver your order in another country than the UK, we ask you kindly to go to the following websites:
- To ship in Europe: www.wolkyshop.eu (to pay in euros)
- To ship in the United States: www.wolky.com (to pay in dollars).
- To ship in the Netherlands: www.wolky.nl
- To ship to Germany: www.wolky.de
- To ship to Belgium: www.wolkyshop.be
Please check out more shipping information here.
We do our best to deliver all orders as soon as possible. Due to Brexit, delivery times may take longer than we wish. At this moment delivery takes approximately 15 days.
Please check out more shipping information here.
Contact us as soon as possible by phone and we will do our best to rectify the problem in time.
If you do not want to keep the shoes – for whatever reason – you can always return the shoes. You do this by following the steps that are explained on the form that you received with your order. If you qualify for a free return, you will receive an UPS label from our customer service within one working day. Unfortunately, we can’t offer free returns to people living on the islands or outside of the UK.
You may return your purchase without stating reasons within 14 days of receipt. You may also first – within 14 days – inform us that you are going to return (part of) your order. After registration you have 14 days to actually return the products.
For free returns, we ask you to use the label that you receive from us. Do you want to return your package in a different way? This is allowed; the shipping costs are then for your own account.
Note: put a note in the box with your name, email address, order number and address details. This way we know who the package comes from. All returns are handled within 4 days of receipt. In the event of a return, we will refund you as soon as possible, at the latest within 5 days after registering the return. Do you want to know more about returning your items? We tell you more about returning your items here.
You may return your purchase without giving reasons within 14 days of receipt. You may also first inform us within 14 days that you are going to return (part of) your order. After registration, you have 14 days to actually return the products.
For free returns, we ask that you use the label provided by us. If you wish to return your package in a different way, this is allowed, but the shipping costs will be at your own expense.
Wolky&ME account
Wolky&Me is the online loyalty program of Wolky. As a Wolky&Me member you have an account at Wolky in which you are always up-to-date about your latest orders. You can find all your orders, adjust information and register a return very quickly. Not only that: you also automatically save points with every purchase you make online! You can read more about Wolky&Me here.
You can easily sign up for a Wolky&Me account. To do this, go to: Wolky.co.uk/my-account. Fill in your details and click on the “register” button. You will receive an email from Wolky within a few minutes containing a verification code. Please keep an eye on your spam folder as well. Enter your verification code manually on the website and voila: from now on you automatically save points with every purchase you make at Wolky!
Did you follow the steps above but still can’t log in? Then try refreshing the page to try again.
Have you forgotten your password? Then click on ‘forgot password’. You will now receive an email containing a link to create a new password. Come up with a new passport and voila: your account has been reactivated.
Still can’t access your account? Or is your confirmation code not working? Contact our customer service.
Have you forgotten your password? No problem. Reset your password by going to this link. Enter your email address and you will receive a password reset email from Wolky within minutes. Keep in mind that the email may also end up in your spam folder. We recommend that you wait at least 10 minutes before attempting a reset. Didn’t receive an email? Or is something not working? Please contact our customer service.
You can easily change your address details. Go to your Wolky&Me account and click on the heading “my details”. Here you can see your personal data and your billing address. Then click on the blue button “edit information” to change your details. Don’t forget to click on “save”!
When you have an account, you automatically save for Wolky&Me points from the first purchase. With every pound (£1,-) spent in our webshop, you will receive a Wolky&Me loyalty point. Inform the employee in the store that you are a Wolky&Me member to ensure that your points are added. When you reach 200 points, after 30 days your points will be automatically converted to an online shopping credit worth £10.00. This shop credit remains valid for one year and you can spend it on all products in our webshop. You can indicate whether you want to use your credit in the checkout on the website. Your account will be linked to your name and email address; no hassle with stamp cards and passes! Want to know more about Wolky&Me? Check out this page about Wolky&Me.
Do you want to use your shopping credit? Of course! When you reach 200 points, after 30 days your points will be automatically converted to an online shopping credit worth £10.00. You will also receive an email about this. This shop credit remains valid for one year and you can spend it on all products in our webshop. In your Wolky&Me account you can see an up-to-date overview of your saved points. Once you have placed your order in your shopping cart, you will be asked in step 4 “payment method” if you want to use your shop credit. You can easily check this. Of course you can also save and spend your shopping credit on your next purchase. Can’t quite figure it out? Or do you have another question? Please contact customer service.
In your Wolky&Me account you can see exactly how many points you have saved. Go to your Wolky&Me account and click on the “my shop credit” heading. Here you can see your saved points. When you reach 200 points, your points are automatically converted to an online shopping credit worth £10.00. This shop credit remains valid for one year and you can spend it on all products in our webshop and in all Wolkyshop stores.
Maintenance and warranty
All Wolkys are guaranteed against material and manufacturing defects. This does not affect your statutory rights. This statutory guarantee means that a product must be or do what the consumer can reasonably expect it to be or do. Some products also have a manufacturer’s warranty. This warranty does not affect your statutory rights. Wolkyshop guarantees the quality and suitability of all the products it sells. You can expect every one of our models to be durable and comfortable to walk in. If you believe that there is something wrong with an item purchased from Wolky, please do not hesitate to contact us. You will receive a detailed reply to all questions and complaints within one working day. Whatever the situation, we strive for 100% customer satisfaction so we will always find an appropriate solution.
Advice
You’ll find details of the heel height in the product description of each shoe. Foor boots, the shaft circumference and shaft height are also stated. All women’s models are measured on size 38 (5); for men’s models we use side 42 (8). These measurements should be regarded as a guide to help you work out your size and may differ upwards or downwards, depending on the size.
Measuring the heel height
Measure at the back of the shoe, from the point where the heel touches the ground to the point where the heel joins the base of the shoe. Be careful when measuring shoes with a recessed heel, as they are designed to look higher than they actually are. The actual height of the heel is stated in the product description. Models with a recessed heel are identified as such in the description.
Measuring the shaft height
To determine where the boot ends below the knee, you measure the shaft height. The shaft is the upper part of the boot, from the ankle to the top edge. The shaft height is always measured at the back of the boot. Start at the top edge of the heel and measure right up to the highest point at the back of the boot. The heel is never included in this measurement.
Measuring the shaft circumference
The circumference of the shaft is measured at the top edge of the boot. Note that the measurement depends on the material or finish of the boot. If the boot is made with an elastic panel, it will stretch at the shaft. This is not taken into account in the circumference size and means that there may be some extra room.
Measuring the shaft width
To measure the shaft width, we measure the shaft at the point where the circumference is largest. For mid-height and long boots, this is generally at the widest part of the calf.
shop safely
Through our own website, www.wolky.co.uk, you can safely order Wolky shoes. Wolky uses a secure server so the data you enter on our website is properly protected. You can pay for your order using iDEAL, Visa, American Express and Mastercard. If you have a PayPal account, you can also pay for your order this way.
If you have any questions, our customer service is ready to assist you.
Scam websites are often difficult to distinguish from trustworthy online stores. Scammers try to make their webshops appear less suspicious by misusing the name, images, and design of genuine stores.
This can make it challenging to determine if a webshop is reliable. How can you recognize a trustworthy online store? Here are some tips:
Compare prices and use common sense: Sometimes, prices that seem too good to be true are exactly that. If all the websites you’ve encountered have nearly identical prices, but one website offers a significantly cheaper price, it’s likely not trustworthy. Many fake webshops selling Wolky shoes offer the entire collection at a 50% discount, which is a classic example of “too good to be true” prices. Be extra cautious with high discounts!
Pay attention to the website’s URL: The webshop should be secured with an SSL connection. You can easily check this by looking for a padlock icon in your browser’s address bar. Verify the security by clicking on the padlock.
Check for certifications and badges: Examine the certifications and badges on websites. These badges should be clickable and lead you to a certificate of the webshop. Note that there are different types of webshop quality marks.
Examine the text and layout: Fake webshops are becoming increasingly sophisticated, but it’s important to carefully inspect the website’s layout and text. Fake webshops often contain poorly structured sentences or spelling mistakes.
Read reviews: Very important! Read reviews about webshops to learn more about other people’s experiences. There are plenty of stories about scams on the internet, so a brief check is strongly recommended.
Review contact information: Are the contact details of a webshop difficult to find or fake? Then you’re likely dealing with a fake webshop.
If you’re still unsure about a website you’ve found, don’t hesitate to contact our customer service. We are happy to help!
Credit cards have a chargeback arrangement. This means you can request a refund of your money. You can use this if you haven’t received an order, if a product arrives damaged, or if you receive a different product than what you ordered. The credit card company will reclaim the money from the seller. Purchases made with your credit card are generally insured. A drawback is that your credit card information can fall into the wrong hands. Often, there is an additional layer of security through your mobile device for credit card payments.
PayPal offers purchase protection. If you’ve paid for a product with PayPal and don’t receive it, you can get your money back through PayPal. You’ll also get your money back if the product is damaged during shipping or if a different product is delivered. However, you typically need to file a claim yourself.
On Facebook and Instagram, there is a significant amount of fraud in advertisements. Wolky ads always maintain the same style as the website. It’s crucial to pay close attention to the prices as well. If you come across an ad offering a 50% discount on the entire Wolky collection, there’s a high probability that it’s a fake advertisement.
Not all online advertising can be trusted, so exercise caution when encountering offers in an ad, and never click on a link indiscriminately. If you’ve arrived at a webshop through a link, be extra cautious and carefully review our tips. The presence of advertisements by a company doesn’t necessarily indicate its reliability.
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These shoes are of excellent quality! And do you want to keep them that way? Then we recommend that you use the following products.