DELIVERIES AND RETURNS

  • 1. How should I procede to make a return or exchange?

     To make an online exchange of an order, you must:

    • Log on;

    • Go to the section "Orders";

    • Select the respective order;

    • Click on Return/Exchange and follow the steps indicated.


    In countries with free returns:

    After we receive your request for an exchange or return we will get in touch with you to schedule the date of collection. 

    The collection of articles will be made by a carrier at an address of your choice. It is not possible to schedule a fixed time by which, on the date shown, someone should be present at the place of collection between 9am and 6pm.


    In countries without free returns:

    You should send your order to the address below:


    Walkemore, SA
    Rua das Casas Queimadas, nº 567
    4415-439 Grijó
    Portugal


  • 2. I was gifted a WOCK product, but I need to exchange it. How can I do it?

    It is not possible for a person who received a WOCK pair as an offer to exchange it since the exchange process is only available to the person who paid the order.
    If you wish to return your WOCK product, the return will be made by payment voucher.
    If you offered a pair of WOCK and want to place the exchange or return request, log in to your account and make your request on "orders". If you aren't registered in our online store, you can make your request through the email you received confirming the shipment of your order.
  • 3. What is the deadline to make an exchange or a return at the online store?

    All exchanges and returns must be made within 30 days from the date of confirmation of dispatch.
  • 4. What are the conditions for the exchange or return of an item?

    WOCK has the right to refuse returns which are communicated or sent outside the deadline limit, or products that are not in the same conditions in which they were sent. 

    All items for exchange or refund shall be submitted in the original packaging, under the same conditions in which they were sent together with a copy of the invoice. 


    Requirements to be fulfilled in case of an exchange or return:

    • The products may not have been washed or used. 
    • The products must be complete (return of the pair, along with accessories if applicable)
  • 5. What is the delivery time of my order?

    When we receive an order, we make everything possible to dispatch it as soon as possible.

    Most of the time, orders for which the payment is confirmed until 13H (GMT) are dispatched on the same day, after this time they’re dispatched the day after.

    However, during holiday seasons, when there are stock breaks or in periods with a high volume of orders, it’s possible that your order will take about 48H to be dispatched.

    If this period is exceeded we’ll get in contact with you.

    The delivery time of your order for your country is 4 to 8 business days.

    You can track your order on the carrier's website or app using the tracking number sent by WOCK in the shipping notice email, or check the status of your order here. In case of any delay or problem with your delivery, please contact us via email cs@wockshoes.com

  • 6. What are the shipping costs?

    The shipping costs depend on the destination address.
    The amount of shipping costs is automatically calculated in the shopping cart, according to the country of delivery and the intended delivery time selected (when available).

    Depending on the country of destination, namely non-EU countries, there may be additional charges for transport, delivery, customs clearance, or others, which cannot be previously calculated by WOCK due to different customs policies and import fees in each country. All customs and import duties will be supported by the customers.

  • 8. When will I receive my exchange pair?

    The estimated period for you to receive your new pair is 10 weekdays, since the day the pair arrives at our warehouse (you can check the location of your pair through the tracking number of the label on the carrier's website).

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

    Yes, all customs and import duties will be supported by the customers. Due to the different custom policies and import taxes, WOCK has no control over any costs which may be applied at the time of the arrival of a shipment to the country of destination, it is not possible to predict the exact value of these taxes.

    If you have any questions, you should contact the local customs before making your order to obtain information about customs costs and their applicability.

  • 10. When will I get a refund?

    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) after we have received your order in our warehouse. 

    During specific times of the year, such as Black Friday and Sales, your refund may take longer than 10 working days.

    If you return your order to our warehouse without placing a return or exchange request in your account, we'll make the refund by voucher code that you'll receive by account.

  • 11. Where can I receive my order?

    You can receive your order at an address of your preference (home, workplace, home of a family member, etc), anywhere in the world.


    Each time more often our clients select their workplace as the preferential address to receive their orders. It’s the best way to ensure that will always be someone present to receive your WOCK order.

  • 12. The shipping address may be different from the billing address?

    Yes, you can set this information during the checkout. 

    Remember that the shipping costs will depend on the country of destination and not the billing country. 

  • 13. What should I do if I receive an article that is incorrect or defective?

    Please send an email to our customer service department, via cs@wockshoes.com, including the following information:

    • The number of your order;
    • The model name which you have incorrectly received or was defective (ex.: CLOG 01);
    • A photograph of the item, to help us understand what could have happened.
  • 14. Can I cancel my order?

    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).

  • 15. My order has still not arrived. What should I do?

    Orders delivered by TNT


    To assure that your order is delivered to the delivery address, there should be someone present at the indicated hour by the carrier to deliver your order.

    In case you haven't received your order in the predicted time (business days), you should contact us through our email cs@wockshoes.com to schedule a new delivery at an address of your choice (in the same country).

  • 16. I returned my order to the warehouse without making a return or exchange request on my account. What happens now?

    The refund or exchange of your order will not take place unless there is a return or exchange request associated with your order.
    For that, you should log into your account, access the "Orders" page, select the appropriate order and, at the end of the page, click "Return/Exchange" and fill in the information.
    If you haven't registered when you placed your order, you can access the "Follow My Order" and fill in the necessary information to initiate your exchange or return request.
    Once your order arrives to our warehouse, our Customer Support will contact you by email requesting you to place an exchange/return request in your account. If we don't hear back from you in two business days, we will issue a payment voucher by email.
  • 17. I was not at the delivery address on the delivery date, what should I do?

    For orders delivered by TNT, the carrier will make a new delivery attempt.


    If, even then, there is still no one at the delivery address on the agreed date, you should get in touch with us via email cs@wockshoes.com in order to arrange a new delivery in a place of your choice (in the same country).

    Most of our clients use their workplace address to receive their orders. It’s a good way to guarantee that is always someone available to receive your WOCK order

  • 18. Can I change my delivery address after the dispatch of the order?

    It is not possible to change the delivery address after the shipment of the order.
  • 19. What are the return and exchange costs?

    In the case of the customer exercising his right of free termination of the contract, proceeding with the return of the purchase, the return costs is responsibility of the customer, For more information, please contact our customer support through our email cs@wockshoes.com


    In the case of returns motivated by defects, wrong shipment of the pair, or other reasons unrelated to the customer, the collection of the pair will be at the expense of the company.

  • 20. How can I track my order status?

    Once the order is shipped, you will receive an e-mail with a reference, so you can monitor the status of the shipment on the website of the carrier. 

    You can also track the status of your order in your customer area, in the section "Orders" and in the "Track my order" page.

  • 21. Are there special return conditions for companies?

    Yes. For orders placed by companies that benefit from a quantity discount, if the number of pairs returned makes the client drop the rank of discount, the amount returned will reflect this discount decrease.
    In the case of a 10% discount on five pairs and a 15% discount on ten pairs, if a product costs 50€ and a client buys ten pairs, it will benefit from a 15% discount and pay a total of 375€.
    If the client decides to return five pairs, the client will only access a 10% discount, paying 255€ for the five pairs, and the variation between these two amounts will be reimbursed, a total of 150€.
  • 22. 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.

    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).

  • 23. 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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