DELIVERIES AND RETURNS

1. How should I proceed to make an exchange or return?
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.
Orders delivered in Portugal Mainland:

Orders shipped with DPD
After you place your exchange/return request in your client account, you should deliver your order at a DPD pick-up point using the return label. If you prefer, you can drop your order at a different point from the one you chose in your account without having to inform us.
Customers located on the Portuguese islands that do not have pick-up points nearby should contact our customer support (cs@wockshoes.com). DPD lockers can not be used for exchanges or returns.

Orders shipped with TNT
After making the exchange or return request in your customer account, please contact us. Our customer service team will then send you a return label by email, which you can use to return your parcel to a pick-up point of your choice.

Orders delivered to Portugal Islands (Azores and Madeira):
After you place your exchange/return request in your client account, prepare your order to be returned to our warehouse.
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?
Exchanges or returns must be made within 60 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 (for a product to be considered non-used, it can't present any marks of use, so it can be resold to other customers with the condition of "new");
- The products must be complete (return of the pair, along with accessories if applicable);
- The product can not have been personalized.
In the order to be returned, make sure you don't include any products bought in another shop. We cannot be held responsible for these items, nor will any corresponding amounts be refunded.
5. 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 are supported by WOCK. So, exchanges and returns are free.

The free return is limited to one exchange/return per order, except for reasons of defect or other reasons beyond the customer's control. Returns are free in mainland Portugalonly. In the Islands, the return costs are borne by the customer.

If the pair is returned via collection (applicable for orders delivered by TNT), only the first scheduled collection is free. If the collection was not performed successfully due to an absence at the collecting address, the next collections shall be borne by the customer (cost of 3.00€).

In the case of returns motivated by defects, wrong shipment of the pair, or other reasons unrelated to the customer, the return of the pair from the country of delivery will be at the expense of the company.
6. 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 on business days) are dispatched on the same day, after this time, they’re dispatched the next business day.
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.
Delivery time varies according to the delivery region. The expected delivery time is always visible at checkout.
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
7. 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).
During campaign periods, WOCK reserves the right to change the shipping, exchange, and return conditions. All costs will be presented in the respective order/return processes.
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. 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.
9. 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).
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).
In Mainland Portugal and in some of the islands, you can also choose to receive your order at a DPD parcel shop. Due to the high volume of parcels during this period, we do not recommend deliveries to lockers. If you choose to receive it at a locket, you have only three consecutive days to get your order. Every time a locket is full, DPD will deliver your order at the nearest DPD parcel shop.
Until the end of the year, in the case of a failed delivery attempt, the orders will be delivered at the nearest available parcel shop.
12. I did not receive a DPD return label with my order. What should I do?
Only for orders delivered in Portugal Mainland

If you don't receive a DPD return label with your order, this will be available in your client account once you place your return/exchange request. You can access it in the "Returns" area by clicking on the order you will return and then on the button "Return Label". If the return label isn't available in your account, please get in touch with our customer support by email: cs@wockshoes.com
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. 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.
Before Product Shipment:
Please ensure the product is properly sanitized both inside and out to guarantee the safety and protection of our employees upon receipt and handling. The product should only be cleaned with a soft, damp white cloth using lukewarm water and without the use of detergents or other liquids.
This condition is mandatory for product acceptance at our warehouse. If the product is deemed not to be sanitized, it will not be accepted and will be returned to the customer in the same condition.
Please, carefully place the pairs in the box to prevent damage during transport.
15. 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).
16. My order has still not arrived. What should I do?
To ensure the delivery of your order, someone should be present at the delivery address between 9:00 and 18:00 to receive the order.

Portugal Mainland - DPD
Please, verify if you have been contacted by the carrier informing you that your order has been delivered in a pick-up point.

Portugal Islands – CTT
Please, verify if you have been contacted by the carrier informing you that your order has been delivered in a CTT point.

If you have not received it within the given deadlines (working days) you should get in touch with us via email cs@wockshoes.com in order to arrange a new delivery at an address of your choice.
17. 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.
18. I was not at the delivery address on the delivery date, what should I do?
Orders delivered by CTT (Azores and Madeira)
A notice will be left in your mailbox so you can collect your order at a CTT office.

If the order recipient is absent, the carrier will try a new delivery on another date.
If the carrier isn't able to deliver the order on the second attempt, you can request a new delivery against payment.
For more information, please contact our customer support by email (cs@wockshoes.com) or phone number (+351 927 402 296).
19. I didn't collect my order from the DPD parcel shop/locker in the available time, what should I do?
For orders delivered at DPD parcel shops, you have 10 business days to collect the order. If the order isn't collected in the available time, you can request a new delivery against payment.
For orders delivered at DPD lockers, you have three days to collect the order (the day when the order is deposited on the locker counts as the first day). If the order isn't collected in the available time, you can request a new delivery for free. In the case of a second failed delivery,
you can request a new delivery against payment.
For parcels delivered to UPS Parcel Shops, you have up to 7 calendar days to collect your package at no additional cost.

For more information, please contact our customersupport using the email cs@wockshoes.com or phone number (+351 927 402 296).
20. Can I change my delivery address after the dispatch of the order?
It is only possible to change the delivery address into a pick-up point.
21. 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.
22. 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.
23. If I make a return, what is the my purchase's value that will be refunded?
In case you return your order, the amount paid for the item(s) will be refunded.
Shipping costs will be refunded if the shipment was made using the standard shipping method(s) available (the least expensive). If you have chosen a shipping method different from the standard method available, the shipping cost will not be refunded.

In the case of partial returns with standard shipping methods, a partial refund of the shipping costs will be applied.
Calculation formula: Difference between the Total Amount Paid for Shipping and the Applicable Shipping Value for the number of items kept by the customer.
Example: The standard shipping method costs €5 for 1 pair, €8 for 2 pairs and €11 for 3 pairs. In the case of an order with 3 pairs, for which 1 pair is returned, the amount of €3 will be refunded.
24. 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.
25. 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 20% 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 400€.
If the client decides to return five pairs, the client will only access a 10% discount, paying 225€ for the five pairs, and the variation between these two amounts will be reimbursed, a total of 175€.
25. 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).
26. What should I do if I receive an incorrect or defective item that I purchased from a store?
For purchases made in other physical or digital sales channels other than the official WOCK online store www.wockshoes.com, claims must be submitted to the same store.
We recommend that you present the claim to 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 apply to the acceptance of returns or claims, and these may vary for each sales channel.