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 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.

  • 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.

  • Can I customize my clogs?

    The engraving service is available for CLOG and BLOC clogs (strap engravement) and the WAYLITE 01 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, AmazonPay), the stock is reserved.

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

  • 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 payment methods can I use?

    You can pay by Credit Card (Visa/Mastercard), bank transfer, Paypal and Amazon Pay.

  • 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.

  • 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.

  • 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.

  • 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.
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