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 Wolky customer.
- If you have purchased items from Wolky 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.
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 the payment has been processed and the order is 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 be sure to check there as well!
Unfortunately, it is not possible to add an item once your order has been paid for and placed. Want to order something else? Please place a new order, and we’ll process it as quickly as possible!
Payment
Wolky uses a secure server so the data you enter on our website is properly protected. Now it’s time to pay for your order. You can pay Creditcard or Paypal. Select your preferred payment method and follow the payment process. 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.
Shipping and returns
Shipping is free of charge for shipments within the United States of America excluding the region: Virgin Islands. In the rare case that shipping and handling charges exceed the amount shown, we will notify you. The state or province may require tax to be applied to shipping and handling charges.
You can find more information about shipping here.
Your order will normally be delivered within 1 to 7 business days. Do you have other wishes regarding the delivery time of your package? Please let us know and we will take this into account. If items are unexpectedly out of stock, we will contact you. Availability of the items depends on the stock in our stores and warehouse. If you have ordered two or more items, it is possible that your order will be delivered in parts when one of the shoes you have ordered, came with an extended delivery time.
You can find more on shipping and delivery times here.
Contact us as soon as possible by phone and we will do our best to rectify the problem in time.
Customers from the United States of America can return shoes free of charge via UPS by using the label you’ll receive in your inbox.
Unfortunately, the free return procedure does not apply for returns from anywhere else than the United States of America. If you wish to return your order (or part of it) from outside the USA, then you will need to pay postage.
Learn more about returning your order here.
If you change your mind, you can return your items within 30 days of receiving them.
Customers from the United States of America can return shoes free of charge via UPS by using the label you’ll receive in your inbox.
Unfortunately, the free return procedure does not apply for returns outside the United States of America. If you wish to return your order (or part of it) from outside the USA, you will need to pay for the postage.
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. Wolky 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
We would be happy to help you find the pair of shoes that’s perfect for you. If you have any questions on the fit, the materials or the size, our customer service is always happy to help. You can reach us by phone, e-mail or WhatsApp, or you can ask your question on social media. See our contact page for all the ways to contact us.
It’s no secret that if you look after your shoes properly, they will last much longer. Our web store has a wide range of shoe care products that will help you extend the life of your shoes. We have our own Wolky All Protect spray, and we also recommend Collonil products. Here you’ll find all our recommendations for caring for your shoes – whatever the material. When you add shoes to your shopping cart, we will suggest a range of shoe care products suitable for the shoes you are ordering. Luckily, our customer service team knows all there is to know about caring for your shoes. So get in touch and we’ll be happy to help.
Click here for the shoe size conversion table from European sizes to UK or USA sizes.
You’ll find details of the heel height in the product description of each shoe. For 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 size 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.
Wolky&Me account
You can easily update your address details. Go to your Wolky&Me account and click on “my information”. Here you’ll see your personal data and billing address. Then click on the blue button “change data” to modify your details. Don’t forget to click “save”!
In your Wolky&Me account, you can see exactly how many points you’ve earned. Go to your Wolky&Me account and click on “my storecredit”. Here you’ll see your accumulated points. Upon reaching 200 points, your points will automatically convert into $10 dollars of online shopping credit after 30 days. This credit is valid for one year and can be used on all products in our webshop.
After reaching 200 Wolky&Me points, your points will convert into $10 dollars of shopping credit after 30 days. We implement a 30-day period because within this time frame, you still have the right to return your shoes. If you keep the shoes, thus accumulating more than 200 points in your account, you’re guaranteed to receive the $10 dollars worth of shopping credit after 30 days. You then have one year to use it.
Can't find the answer you were looking for?
CONTACT US
Treat
These shoes are of excellent quality! And do you want to keep them that way? Then we recommend that you use the following products.