Because all our footwear and leather products are made-to-order it is important to make your choice carefully.
What is your return policy?
This depends on the product you order.
- Custom-made footwear
If you purchase custom-made footwear this item will be designed and crafted to suit your specific measurements and requirements. Because of this the product will not fit anyone else (unless they have exactly the same feet and style as you!). This means that we will not be able to offer a return and refund for these orders.
We will endeavour to rectify any problems you have with your order and will offer you the opportunity to request changes to the footwear during the fittings prior to completion.
If you are experiencing fitting problems within 6 weeks of purchasing the item we will endeavour to address these for you. We will ensure that there are no material or manufacturing faults. If footwear is deemed to have a manufacturing or material fault that is not part of normal wear we will rectify the problem, either by repair, exchange or refund, however the determination of what is a manufacturing fault is solely Wootten’s and a refund will only be offered if we deem this to be the only available outcome. Rest assured we have been making footwear for over 20 years and have always ensured that our customers are satisfied with their footwear, both from a comfort and durability standpoint.
Custom made shoes are designed to meet your needs and we will work with you to make sure you get the product you are after. However, it is important to bear in mind that we are only human and some footwear styles can’t be made to perfectly fit, even by us! But if we have concerns about your style request we will let you know when you order them.
- Made-to-order standard size range
Be careful to consult the fitting guide before you purchase. As all of out footwear and belts are made to order (we actually don’t have any stock sitting on a shelf waiting to be ordered) we don’t offer exchanges or refunds if the fitting is incorrect or if you change your mind. If you are unsure of how to use the fitting guide or would like assistance to help determine the size you need get in touch with us by phone or email, or in person, and we will help you through the process.
- Made-to-order leather goods
Customized goods or standard goods that have been made up for a customer are not returnable as we have made this up specifically for you.
I ordered the wrong size!
Unfortunately due to all of our shoes/belts being made to order we cannot offer a return/credit in this circumstance. Make sure to closely follow our comprehensive fitting guide and check the dimensions of what you are ordering when deciding what size to order. Look at our return policy above for more information.
How do I make a return?
If you have purchased a standard item that was in stock from our physical shop, you have 7 days to get in touch with us to make your exchange. The item must be unused and unworn. We will check the condition of the goods upon their return.
You will need to contact us by email (firstname.lastname@example.org) or phone (03 9510 6503), or in person, to arrange your exchange. We do not offer refunds so the item can be exchanged for another product. Please see our return policy above.
If you contact us after this time it is most likely that we will have already started making up replacement stock and thus we are no longer able to accept your return.
Cancellation of order
If you wish to cancel your online order please try and do it immediately via phone (03 9510 6503) or email (email@example.com) before we have any chance of already getting your order on the way. This is more pertinent for accessories and apron orders where we might have the stock on hand to send immediately.
Please note that cancellation of online orders that have not been commenced can be refunded, but will be minus the Paypal fee we are charged regardless or whether the order goes ahead or not.
Cancellation of footwear orders can be made within 12 hours of order confirmation online. Once this time has passed most likely we will have started work on your new shoes/boots so it will be much more difficult to issue a full credit if materials are already cut into.
With our custom made footwear we require a 50% deposit before work is commenced, this is non-refundable.