FAQs

  • Do I need to have a WOCK account to make a purchase?

    To make a purchase in www.wockshoes.com it is not required to register. However, when you have a WOCK customer account, you can enjoy the following benefits:


    • Have access to a unique points system that accumulates for each purchase and which may subsequently be converted into discounts.
    • Follow orders and access the requests history;
    • Request directly in your account an exchange or return;
    • Ability to add your favorite items to a wish list and share them with whoever you want;
    • Receive notifications for all news and promotions from the online store
    • Store your address and payment details to make your future purchases even faster; 
    • Manage your personal data and addresses in the customer area.

  • How do I create a WOCK account?

    To set up an account you must click on the Login button in the top menu, and then click on "You do not have a record yet?". Please complete all the fields with the requested information and click on "Create an account" to join WOCK family.


  • I forgot my password. What can I do?

    If you have forgotten your password, click on "Login" in the top menu, enter your email account under "Already registered" and then click on "Forgot Password?" Fill in your email again and click on "Send request for recovery". You´ll automatically receive in your inbox a link where you can set up a new password.

  • Can I create an account only after my order confirmation?

    Yes, you can create a client account after you place your order. However, your past order will not appear in your account, even if placed with the same email account you are registering.

  • How can I eliminate my account?

    If you wish to eliminate your account, you need to log in to your account and enter in "My Personal Details". On that page, click on "Account Deletion" (side menu on desktop, upper menu on mobile). Enter your current password and click on "Delete Account". The process will be complete within the next 48 hours.

  • What should I do if I receive an incorrect or defective item purchased at a point of sale?

    • For purchases made through other physical or digital sales channels other than the official WOCK online store www.wockshoes.com, complaints must be made at the point of sale where the purchase was made.

      We recommend that you contact the seller, attaching photos of the pair and proof of purchase.

      For purchases made at points of sale or other retailers, the terms and conditions of each of these retailers regarding the acceptance of returns or complaints apply, and these may vary for each sales channel.

  • What should I do if I receive an incorrect or defective item?

    Please send an email to our Customer Service department at cs@wockshoes.com, including the following details:

    Your order number;
    The name of the model you received incorrectly or which is faulty (e.g. CLOG 01);
    A photograph of the item, to help us understand what may have happened.

  • What to do if I have any issues with my product after using it?

    If you encounter a problem after using our product, please contact us via email at cs@wockshoes.com, including photos clearly showing the issue.


    The information provided will be reviewed by our team, and in the case of an accepted complaint:

    • We will carry out the repair of the pair whenever possible.
    • If repair is not possible, we will proceed with exchanging the pair.
    • In case of stock unavailability, a voucher will be issued for use in the store, valid for 6 months. For complaints made within 30 days of receiving the pair, a refund is also available.

  • How do I make a purchase?

    It is very simple to buy in www.wockshoes.com. Just follow these steps:


    1. In the top menu, select the section Shop and choose a product category. You can select by model type or, if you prefer, view our models by their technical characteristics of by your profession.
    2. On the product listing, click on the item(s) that you like and see the models in detail, including more pictures, colors, prices, available sizes and even information about their characteristics.
    3. Add to the shopping cart the model that you've chosen. You can choose to continue to buy and see more models or jump directly to the Checkout.
    4. As soon as you begin the process of ordering:
      1. If you have a registration: Login with the data from your account 
      2. If you do not have a registration: Click on "Create Registration" or, alternatively, fill in your information without making a registration. 
    5. Check to see if all the data filled in is correct, in particular the delivery address and contacts.
    6. Select the payment method.
    7. Confirm your request.
    8. You will receive an e-mail confirming your order. 

  • Is it safe to buy on WOCK online?

    Yes, WOCK assumes a commitment of responsibility to its visitors, protecting their personal data based on data transmission encryption via a secure HTTP with SSL Digital Certificate.

    Also, WOCK is commited with ensuring the privacy management of the data under our responsability, in accordance with our declaration of privacy management.


  • Can I cancel or change my order once I have placed it?

    It is not possible to modify your request after the order is made.

    Following EU rules "If you have bought a product or service online or outside a shop (by phone, mail order, home seller), you also have the right to cancel and return your order within 14 days, for any reason and without justification."

    For orders cancelations within this period, please contact us at cs@wockshoes.com.

    You will receive the amount via the same payment method used in your purchase within an estimated period of 10 working days (depending on the bank).

  • I need a gift receipt for my purchase. How do I do that?

    When your order appears as delivered in our system, a gift receipt will be available for every product of your order. You can find the gift receipt in your Customer account by clicking in the “Orders” area and then on the order that contains the product(s) you want to offer. If you didn't register when you placed your order, you can access the gift receipt here by filling in the order number and email associated to your order. 

    The gift receipt includes the order number, the last day to request a return, product information (without price) and a link from which a return can be requested. It is mandatory to be registered and logged in to our online store to make the return request.

    Refunds by the same method of payment are reserved for the purchaser. The recipient of the gift can only be refunded by voucher.

    In case you already received your order, but the gift receipt isn’t available yet, please get in touch with our Customer Support via chat, phone or email (cs@wockshoes.com).

  • Can I place an order and offer it to someone in a different country?

    Yes, that is possible. If there's a need to place a return or exchange of the product, the request can't be made directly on our website. In this case, the recipient of the product should contact our customer support so we can place the request internally.

  • Can I receive a notification in case the item becomes available again?

    Yes, you can. On the product page, click on the button "Stock Alert", enter your email address and, once the item is available we will contact you.

  • Can I customize my clogs?

    The engraving service is available for CLOG and BLOC clogs (strap engravement) and the WAYLITE 01 and EVERLITE clogs (engravement on the heel).
    You can make your request on the product page of these models.
    The engraving is limited to a maximum of 14 characters, including accent marks and cedilla. It is not possible to engrave symbols, and the letters are engraved only in caps.
    The preparation time for a customized item can go up to 10 business days, plus the delivery time indicated at checkout.
    Exchanges or returns of personalized items are not accepted. Cancelling requests are subject to confirmation by WOCK.

  • Where can I get the invoice for my order?

    You can access your invoice in your customer account by going to "Orders" and clicking on the order you want to access the invoice for. On the new page, click "Download invoice" to access the invoice.

    If you did not register at the time of purchase, you can access the "My Order Status" page, enter the order number and email associated with it, and then scroll down to the "Download invoice" button.

    The invoice will only be available after the order has been separated.

  • Some items or sizes are no longer available. Is there a possibility they might be back for sale?

    If the item or size in which you are interested in is no longer available, it is most likely to be out of stock. It’s usual for us to replenish most of the products, so in the future there is the possibility that the product becomes available again.

  • Can I receive a notification in case the item becomes available again?

    Yes, you can. On the product page, choose the size you wish to buy and click on the button "SOLD OUT: NOTIFY ME WHEN AVAILABLE", enter your email address and, once the item is available we will contact you.

  • How do I know what size should I order?

    On each product page, you can find, in addition to a conversion table of sizes, one size guide that explains how you should measure your foot and so choose the most suitable size for you and for the model that you selected.

    You can also find all our product's size guides on the footer of our online store.

  • What is a Wish list?

    A "Wish list" is a list of desires where you can save your favourite models. You can order them when you want or even share them by email with whoever you want.

  • How do I make a Wish list?

    To create a Wish list you must be registered and be logged in wockshoes.com. You can add models to the Wish list on the product pages, by clicking the button "Add to Wish list";

    To view all models that you added to your Wish list click the button “♥” in the top menu.

  • How can I subscribe WOCK newsletter?

    To subscribe to the WOCK newsletter fill in your e-mail address in the "NEWSLETTER" area in the footer menu of the website and click "Submit". From that moment on, you will be notified of all our news and campaigns.

  • Do I need to send a bank transfer receipt for my order to be confirmed?

    No, you do not need to send any type of bank transfer receipt for your order to be confirmed. Payment notification is made automatically within 1-2 business days.
    If your payment is not confirmed within the specified time period, you must contact our customer support (cs@wockshoes.com)

  • How long do I have to pay my order?

    The time available for an order payment depends on the chosen payment method. This information is available on the payment page, order confirmation page, and the order confirmation email.

  • Is the stock of my order reserved as soon as I place the order?

    In the case of immediate payments (card, PayPal, Mbway, AmazonPay), the stock is reserved.

    For payments made after the order is placed (bank transfer and Multibanco), there is no stock reservation.

  • What Klarna payment methods are available?

    When you choose to pay with Klarna, you can benefit from different payment methods depending on the country you are located in:

    • Immediate payment: available in Portugal, Spain, France, Germany, Finland, Austria, Belgium, Netherlands, Greece, Ireland, and Italy.
    • Payment in three installments without interest for orders over €35: available in Portugal, Spain, France, Germany, Netherlands, Greece, Ireland, and Italy.
    • Payment in 30 days: available in Spain, France, Germany, Finland, Austria, Belgium, Netherlands, and Italy.
    • Financing: available in Germany, Austria, and Finland.

  • Are there any taxes associated with the different payment methods?

    WOCK does not charge commissions or amounts for any available payment method. Any commissions withdrawn from our client's accounts are associated with the bank institution and the contractual agreement with the client.
    For any further clarifications, we advise our clients to contact their bank institution directly.

  • What methods of payment can I use?

    You can pay by credit card (VISA, MasterCard), bank transfer, PayPal, ATM, Amazon Pay, Klarna and MB Way.



  • For what reason can my credit card be refused?

    The card may be refused for one of the following reasons:

    • The card has expired. Check the expiry date of the card.
    • The limit on the card has been reached. Consult your bank if the card has not exceeded the amount allowed to make purchases.
    • The data entered is not correct. Check if you have filled in correctly all the fields required.
    • The security measures on the card are not active. You may require activation of the security measures for online purchases from the bank.

  • Can I pay against reimbursement?

    We do not currently have available this service.

  • Is it safe to use my credit card in wockshoes.com?

    Yes, the data is transmitted in an SSL encrypted form. For payment by credit card it is necessary to enter the CVV (Card Verification Value), a code printed on the card which is used as a security measure in electronic commerce transactions.

  • I have a discount code. How do I use it?

    Discount codes are used to make the checkout in the shopping cart. 

    By entering the code, your discount will be applied to your purchase. 

    Please note that some discount codes are not combinable with other campaigns, and when you enter the code at checkout, it may override promotional discounts in force.

    Exclusively issued discount coupons are for single use only and will not be refunded in the event of a return.

  • My code is not working, what should I do?

    If the code is not working, check:

    • If the code that you inserted is correct;
    • If the validity of the code has not expired; 
    • If the items that you selected are in accordance with the conditions of the promotional campaign.

    If, after doing the above checks, your code still doesn't work, please send an e-mail to the Customer Support service: cs@wockshoes.com. 

    Please enclose a screenshot that shows the error generated with the use of your code, in order to facilitate the identification of the problem.

  • How can I access the Ordem dos Enfermeiros campaign?

  • I want to return a product I purchased with a gift card. How is the refund processed?

    If you want to return a product purchased with one or more gift cards, the refund is made with a payment voucher.

  • What values are available for the Gift Card?

    We have available Gift Cards with the following values:
    • 15€
    • 20€
    • 25€
    • 30€
    • 35€
    • 40€
    • 45€
    • 50€
    • 55€
    • 60€
    • 70€
    • 80€


  • What is the validity of my Gift Card

    Gift Cards are valid for a year.

  • Can I buy a Gift Card together with my order?

    No, Gift Cards can only be acquired separately.

  • Can the Gift Card be used in more than one order?

    Yes, the Gift Card can be used in more than one order or until its value is spent.

  • I didn't use my gift card in full. Can I get a refund of the balance amount?

    There are no refunds for unused Gift Card balances.

  • Can I request the return of the Gift Card that I purchased?

    We don't accept returns of Gift Cards.

  • Can I use more than one gift card to pay for my order?

    Yes, you can use than one gift card to pay for your order.

  • Can I cancel my order?

    Under European Union rules, if you have purchased a product or service online or outside a shop (by telephone, email or door-to-door), you have the right to cancel and return your order within 14 days, without having to give any reason.

    For cancellations within this period, please contact us at cs@wockshoes.com

    You will receive a refund via the same payment method used for your purchase within an estimated 10 working days.

  • Can I change my delivery address after the order has been shipped?

    Once the order has been dispatched, you can only change the delivery address to a collection point.

  • Can the shipping address be different from the billing address?

    Once the order has been dispatched, you can only change the delivery address to a collection point.

  • How can I track the status of my order?

    As soon as your order has been dispatched, you will receive an email containing a tracking number, so you can check the delivery status on the carrier’s website or app.

    You can also track the status of your order in your customer account, under the “Orders” section and on the “Track my order” page.

  • I didn't pick up my order at the pick-up point/locker within the established time, what now?

    For orders delivered to a DPD collection point, you have 10 working days to collect them. If you do not collect your order within this period, you can request a redelivery subject to payment of the delivery charges.

    For orders delivered to DPD lockers, you have 3 days to collect them (the first day is counted as the date of delivery to the location). If the order is not collected within the specified period, you can request a new delivery free of charge. In the event of a second unsuccessful delivery attempt, you can request a new delivery subject to payment of the delivery charges.

    For orders delivered to a UPS Parcel Shop, you have up to 7 days to collect your order at no extra cost.

    For further information, please contact customer support by email at cs@wockshoes.com or by phone on +351 927 402 296 (call to national mobile network).

  • I was not at the delivery address on the delivery date, what should I do?

    Deliveries via CTT – A delivery notice will be left in your letterbox and you can collect your order from a CTT collection point.

    Deliveries via other carriers:
    If the recipient is not at home, the carrier will attempt a second delivery. If a second delivery attempt is unsuccessful, the customer may request a new delivery upon payment of the delivery charges.
    For further information, please contact our customer service team by email at cs@wockshoes.com or by telephone on +351 927 402 296 (call to national mobile network).

  • My order hasn't arrived yet. What should I do?

    To ensure your parcel is delivered to the delivery address, someone must be present at the time specified by the carrier for delivery.

    DPD carrier

    Please check whether you have been contacted by the carrier to inform you that your parcel has been delivered to a collection point.

    Portugal Islands – CTT Carrier

    Please check whether you have been contacted by the carrier to inform you that your order has been delivered to a CTT collection point.

    If you have not received your parcel within the expected timeframe (working days), please contact us via email at cs@wockshoes.com to arrange a new delivery to an address of your choice (within the same country).

  • What are the shipping costs?

    Shipping costs depend on the delivery address.

    Shipping costs are calculated automatically in the shopping basket, based on the country of delivery and the selected delivery time (where applicable).

    During promotional periods, WOCK reserves the right to change the terms and conditions for shipping, exchanges and returns, with all costs being displayed in the relevant order/return processes.

    Depending on the destination country, particularly non-EU countries, there may be additional charges for transport, delivery, postage, customs clearance or other costs, which cannot be calculated in advance by WOCK due to varying customs policies and import duties. All customs and import duties must be borne by the customer.

  • What is the delivery time for my order?

    When we receive an order, we aim to process it for dispatch as quickly as possible.

    Delivery times vary depending on the address you have chosen for your order, and the estimated delivery time after dispatch is always shown at checkout. If, by any chance, we exceed this timeframe, we will contact you.

    During festive periods, in cases of temporary stock shortages or at times of high order volumes, these times may vary.

    You can track your order on the carrier’s website or app using the tracking number sent by WOCK in the dispatch notification email, or check the status of your order here. If there is any delay or problem with your delivery, please contact us via email at cs@wockshoes.com

  • Where can I receive my order?

    You can have your order delivered to any address of your choice: to your home, your workplace, a relative’s address or any other location – anywhere in the world.

    For orders within mainland Portugal, you also have the option to choose delivery to a collection point of your choice.
    If you choose delivery to a parcel locker, please note that the order must be collected within a maximum of 3 days.

    Important note:

    If a selected locker or collection point is unavailable (either before or after dispatch), the order will automatically be redirected to the nearest location within the DPD network in your region to ensure an easily accessible collection point.
    If there is no collection point nearby, our customer service team will contact you to arrange delivery to the address provided.

  • Will I have to pay customs duties and import taxes?

    Yes, all customs and import duties must be paid by the customer. Due to varying customs policies and import duties, WOCK has no control over any costs that may be incurred when an order arrives in the destination country, and it is not possible to predict the exact amount of these charges.
    If you have any queries, you should contact your local customs office before placing your order to obtain information about customs charges and their applicability.

  • Are there any special return policies for businesses?

    • Yes. In the case of corporate purchases where the customer benefits from a volume discount, if the quantity returned causes the customer to drop down a discount tier, the refund for the returned amount will reflect this reduction in the discount.
      That is, in the case of a 10% discount for 5 pairs and a 20% discount for 10 pairs, if the product costs €50 and the customer initially buys 10 pairs, they will benefit from a 20% discount, meaning they will pay a total of €400.
      If they choose to return 5 pairs, the customer moves down a tier and is then only entitled to a 10% discount, so they will have to pay €225 for the 5 pairs; they will therefore be refunded the difference between these two amounts, which is €175.

  • How do I proceed to make an exchange or return?

  • How does an exchange of equal or greater value work?

    1. Request a return or exchange

    Log in to your customer account or click the order return link.

    Select the “Return/Exchange” option for the item you wish to return.

    2. Select “Exchange for an item of equal or greater value”

    In the next step, select the “Exchange for an item of equal or greater value” button.

    You will see a message informing you that the value of the returned item will be converted into exchange credit to use on a new order.

    3. Receive your exchange credit

    Once you have confirmed your request, credit for the value of the returned item is automatically generated.

    You don’t need to wait for the return to reach the warehouse to use this credit.

    4. Place your new order

    Choose your new items from the online shop and add them to your basket.

    The new order must be of equal or greater value than the returned item in order to use the credit.

    5. Use the credit at checkout

    At checkout, your exchange credit will automatically appear as available.

    Select the credit to apply it: it will be deducted from the total of the new order, and if there is a difference in value, you will only pay the additional amount using your preferred payment method.

    6. While the return is still in transit

    The new order will have the status “On exchange”, with stock reserved, until the return is received and accepted.

    During this period, the credit remains available only for this new order.

  • I did not receive the DPD return label with my order. What should I do?

    Applies only to deliveries to mainland Portugal

    If the DPD return label is not included with your order, it will be available in your customer account once the exchange or return request has been completed. Go to the "Returns" tab and click on the order you wish to return to view the "Return Label" button. If the label is not available, please contact our customer service team via email at cs@wockshoes.com

  • I received a WOCK product as a gift, but I need to exchange it. How can I do that?

    Currently, it is not possible for someone who has received a product as a gift from another person to exchange it, as the exchange process is only available to the person who made the payment.
    If you wish to return the product, the refund will be issued via a payment voucher.
    If you have gifted a WOCK product and are requesting the exchange or return yourself, log in to your account and submit your request under "Orders". If you are not registered, you can submit your request via the order confirmation email.

  • I sent my order to the warehouse without requesting an exchange or return in my customer account. What now?

    We cannot process an exchange or return if there is no exchange or return request linked to your order.
    To do this, you must log in to your account, click on "Orders", select the relevant order and, at the bottom of the page, click on "Return/Exchange" and fill in the required details.
    If you did not register when placing your order, you can go to the "Track My Order" page, enter your email address and order number, and, at the bottom of the page, click on "Return/Exchange" to submit your exchange or return request.
    As soon as your order arrives at our warehouse, you will be contacted by email by our Customer Service team. If no exchange or return request has been made for the order within two working days of our contact, WOCK will issue a payment voucher via email.

  • If I make a return, what amount of my purchase will be refunded?

    If you return your order, you will be refunded the amount paid for the item(s).
    Postage costs will be refunded if the order was dispatched using the standard delivery method(s) available [the least expensive option(s)]. If you chose a delivery method other than the standard option available, the postage costs will not be refunded.

    In the case of partial returns with standard delivery, a partial refund of the delivery charges will apply.
    Calculation formula: Difference between the total amount paid for delivery charges and the applicable delivery charge for the number of items retained by the customer.
    Example: The standard delivery method costs €5 for 1 pair, €8 for 2 pairs and €11 for 3 pairs. In the case of an order for 3 pairs, where 1 pair is returned, €3 will be refunded.

  • What are the conditions for exchanging or returning an item?

    WOCK reserves the right to refuse exchanges or returns that are notified or sent after the specified deadline, or for products that are not in the same condition as when they were dispatched.

    All items for exchange or return must be returned in their original packaging, in the same condition as when they were dispatched.

    Requirements to be met in the event of an exchange or return:

    The products must not have been washed or worn (the non-use of an item implies that it shows no signs of wear, so that it can be resold to other customers as a “new item”);
    Products must be complete (return the full set together with accessories, where applicable);
    Products must not have been personalised.

    When returning an order, please ensure you do not include any products purchased from another shop. We are not responsible for such items, nor will any corresponding amounts be refunded.

  • What are the return and exchange costs?

    If the customer exercises their right to cancel the contract and returns their purchase, the return costs are borne by WOCK. Therefore, exchanges and returns are free of charge.

    This free service is limited to one exchange/return per order, except in the case of a fault or other reason beyond the customer’s control. Returns are free of charge only in mainland Portugal. In the islands, return costs are borne by the customer.

    If the return is made via collection (applicable to orders sent via TNT), only the first collection is free of charge. If it is found that the collection was not successful due to the recipient being absent at the address, subsequent collections will be at the customer’s expense (cost of €3.00).

    In the case of returns due to a fault, an incorrect pair being sent, or any other reason not attributable to the customer, the cost of returning the item from the country where the order was delivered will be borne by the brand.

  • What is the deadline for making an exchange or return in the online store?

    Exchanges or returns must be made within 60 days of the date of dispatch confirmation.

  • When will I receive my refund?

    You will receive the refund via the same payment method used for your purchase within an estimated 10 working days of us receiving the parcel at our warehouse.
    During periods of high order volume (e.g. Black Friday or the sales), this may take longer than 10 working days.
    If you send your item to our warehouse without submitting a return or exchange request via your customer account, your order will be refunded via a voucher.

  • When will I receive my replacement pair?

    The estimated time for you to receive your replacement pair is 10 working days from the date the pair is delivered to our warehouse (you can check the location of your order using the tracking number on the return label).

  • Are there special return conditions for product packs?

    All products that are returned must be in the original packaging and must be returned together with all the accessories and any bundled promotion items provided together with the products. These accessories and bundled promotion items are only provided under the condition that you keep the products. To receive your full refund, we recommend you return the accessories and bundled promotion items in their entirety.
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