Frequently asked questions
You can always contact us for questions or advice. We are ready to help you! View the frequently asked questions below for a quick answer to your question.
Quick links to answers about:
Ordering
Ordering shoes on our website is very easy: simply follow the steps below.
- When you find an item in our web store that you would like to order, first select your size and colour. Add the item to your shopping cart and then choose whether you want to continue shopping or go to the checkout.
- Once you have finished shopping, click on the shopping cart icon in the top right corner of your screen. Review your shopping cart and then click on ‘Pay’. You will now be asked if you are a Wolkyshop customer.
- If you have purchased items from Wolkyshop before, enter your login details. Your information will then be filled in automatically, making ordering quicker and easier. If you haven’t shopped with us before, you can choose to create an account or check out as a guest.
- Fill in the details required to place your order. The payment screen will open. Select your preferred method of payment and follow the steps to pay and complete your order.
- You will then receive an e-mail from us confirming your order. Find out more about placing an order here.
No, you don’t need to create an account to place an order on wolky.co.uk. You can simply check out as a guest – quick and easy!
Our customer service department will be happy to help you place your order in another way. You can also order items by e-mail or phone. To enable us to help you quickly, we will need the following information: the item(s) you want to order, your name, address, telephone number and date of birth. Check out all the ways to contact our customer service department here.
After payment has been processed and the order has been placed, you will receive an order confirmation via email within a few minutes. Please note that this email may end up in your spam folder, so make sure to check there as well!
Unfortunately, it is not possible to add an item once your order has been paid for and placed. Would you like to order something else? Please place a new order, and we will process it as soon as possible!
Yes, you can!
If you would like us to deliver your order to a country other than the UK, we kindly ask you to visit the following websites:
- To ship within Europe: wolkyshop.eu (to pay in euros)
- To ship to the United States: wolky.com (to pay in dollars)
- To ship to the Netherlands & Belgium: wolky.nl
- To ship to Germany: wolky.de
Yes, you can absolutely order replacement footbeds for your Wolky shoes. It’s a great way to give your favourite pair a second life – especially if the shoes are still in great condition but the footbeds could use a refresh. You can find our insoles here.
Payment
Wolky uses a secure server so the data you enter on our website is properly protected. You can pay for your order using iDEAL, Visa, American Express and Mastercard. If you have a PayPal account, you can also pay for your order this way. If you would prefer not to enter any details on the website when placing your order, that’s fine with us too. Simply contact our customer service department by phone or e-mail. They will place your order and arrange delivery for you.
You can pay for your order using iDEAL, Visa, American Express and Mastercard. If you have a PayPal account, you can also pay for your order this way.
Shipping and returns
Shipping to the United Kingdom is 100% free of charge if you ship from England, Wales and Scotland. Unfortunately, we can not offer free returns from Northern Ireland and the islands, such as Shetland Island, Jersey and Guernsey.
If you would like us to deliver your order in another country than the UK, we ask you kindly to go to the following websites:
We do our best to deliver all orders as soon as possible. Due to Brexit, delivery times may take longer than we wish. At this moment delivery takes approximately 15 days.
Contact us as soon as possible by phone and we will do our best to rectify the problem in time.
If you do not want to keep the shoes – for whatever reason – you can always return the shoes. You do this by following the steps that are explained on the form that you received with your order. If you qualify for a free return, you will receive an UPS label from our customer service within one working day. Unfortunately, we can’t offer free returns to people living on the islands or outside of the UK.
You may return your purchase without stating reasons within 14 days of receipt. You may also first – within 14 days – inform us that you are going to return (part of) your order. After registration you have 14 days to actually return the products.
For free returns, we ask you to use the label that you receive from us. Do you want to return your package in a different way? This is allowed; the shipping costs are then for your own account.
Note: put a note in the box with your name, email address, order number and address details. This way we know who the package comes from. All returns are handled within 4 days of receipt. In the event of a return, we will refund you as soon as possible, at the latest within 5 days after registering the return.
Yes, absolutely! If your Wolky order doesn’t fit, you can return it – no stress. We offer free returns within 14 days of receiving your order. Just make sure the shoes are unworn and in their original packaging.
You may return your purchase without giving reasons within 14 days of receipt. You may also first inform us within 14 days that you are going to return (part of) your order. After registration, you have 14 days to actually return the products.
For free returns, we ask that you use the label provided by us. If you wish to return your package in a different way, this is allowed, but the shipping costs will be at your own expense.
Wolky&Me account
Wolky&Me is the online loyalty program of Wolky. As a Wolky&Me member you have an account at Wolky in which you are always up-to-date about your latest orders. You can find all your orders, adjust information and register a return very quickly. Not only that: you also automatically save points with every purchase you make online! You can read more about Wolky&Me here.
You can easily sign up for a Wolky&Me account. To do this, go to: wolky.co.uk/my-account. Fill in your details and click on the “register” button. You will receive an email from Wolky within a few minutes containing a verification code. Please keep an eye on your spam folder as well. Enter your verification code manually on the website and voila: from now on you automatically save points with every purchase you make at Wolky!
Did you follow the steps above but still can’t log in? Then try refreshing the page to try again.
Have you forgotten your password? Then click on ‘forgot password’. You will now receive an email containing a link to create a new password. Come up with a new passport and voila: your account has been reactivated.
Have you forgotten your password? No problem. Reset your password by going to this link. Enter your email address and you will receive a password reset email from Wolky within minutes. Keep in mind that the email may also end up in your spam folder. We recommend that you wait at least 10 minutes before attempting a reset.
Didn’t receive an email? Or is something not working? Please contact our customer service.
You can easily change your address details. Go to your Wolky&Me account and click on the heading “my details”. Here you can see your personal data and your billing address. Then click on the blue button “edit information” to change your details. Don’t forget to click on “save”!
When you have an account, you automatically save for Wolky&Me points from the first purchase. With every pound (£1,-) spent in our webshop, you will receive a Wolky&Me loyalty point. Inform the employee in the store that you are a Wolky&Me member to ensure that your points are added. When you reach 200 points, after 30 days your points will be automatically converted to an online shopping credit worth £10.00. This shop credit remains valid for one year and you can spend it on all products in our webshop. You can indicate whether you want to use your credit in the checkout on the website. Your account will be linked to your name and email address; no hassle with stamp cards and passes! Want to know more about Wolky&Me? Check out this page about Wolky&Me.
Do you want to use your shopping credit? Of course! When you reach 200 points, after 30 days your points will be automatically converted to an online shopping credit worth £10.00. You will also receive an email about this. This shop credit remains valid for one year and you can spend it on all products in our webshop. In your Wolky&Me account you can see an up-to-date overview of your saved points. Once you have placed your order in your shopping cart, you will be asked in step 4 “payment method” if you want to use your shop credit. You can easily check this. Of course you can also save and spend your shopping credit on your next purchase.
Can’t quite figure it out? Or do you have another question? Please contact customer service.
In your Wolky&Me account you can see exactly how many points you have saved. Go to your Wolky&Me account and click on the “my shop credit” heading. Here you can see your saved points. When you reach 200 points, your points are automatically converted to an online shopping credit worth £10.00. This shop credit remains valid for one year and you can spend it on all products in our webshop and in all Wolkyshop stores.
Yes, your Wolky&Me loyalty points do expire – but only after a full year. And don’t worry, we’ll send you an email reminder before they’re about to expire, so you’ve got time to use them.
Maintenance and warranty
All Wolkys are guaranteed against material and manufacturing defects. This does not affect your statutory rights. This statutory guarantee means that a product must be or do what the consumer can reasonably expect it to be or do. Some products also have a manufacturer’s warranty. This warranty does not affect your statutory rights. Wolkyshop guarantees the quality and suitability of all the products it sells. You can expect every one of our models to be durable and comfortable to walk in. If you believe that there is something wrong with an item purchased from Wolky, please do not hesitate to contact us. You will receive a detailed reply to all questions and complaints within one working day. Whatever the situation, we strive for 100% customer satisfaction so we will always find an appropriate solution.
If you receive a faulty item – first of all, we’re really sorry! That’s definitely not what you should expect from Wolky.
Here’s what to do:
Contact our customer service team as soon as possible.
Please include: your order number, a description of the fault, and, if you can, a photo of the issue – it helps speed things up.
We’ll sort it out quickly – whether that’s a replacement, a repair, or a refund. Your comfort is our priority, and we’ll make sure you’re taken care of properly.
Advice
We would be happy to help you find the pair of shoes that’s perfect for you. If you have any questions on the fit, the materials or the size, our customer service is always happy to help. You can reach us by phone, e-mail or WhatsApp, or you can ask your question on social media. See our contact page for all the ways to contact us.
It’s no secret that if you look after your shoes properly, they will last much longer. Our web store has a wide range of shoe care products that will help you extend the life of your shoes. We have our own Wolky All Protect spray, and we also recommend Collonil products. Here you’ll find all our recommendations for caring for your shoes – whatever the material. When you add shoes to your shopping cart, we will suggest a range of shoe care products suitable for the shoes you are ordering. Luckily, our customer service team knows all there is to know about caring for your shoes. So get in touch and we’ll be happy to help.
Click here for the shoe size conversion table from European sizes to UK or USA sizes.
You’ll find details of the heel height in the product description of each shoe. Foor boots, the shaft circumference and shaft height are also stated. All women’s models are measured on size 38 (5); for men’s models we use side 42 (8). These measurements should be regarded as a guide to help you work out your size and may differ upwards or downwards, depending on the size.
Measuring the heel height
Measure at the back of the shoe, from the point where the heel touches the ground to the point where the heel joins the base of the shoe. Be careful when measuring shoes with a recessed heel, as they are designed to look higher than they actually are. The actual height of the heel is stated in the product description. Models with a recessed heel are identified as such in the description.
Measuring the shaft height
To determine where the boot ends below the knee, you measure the shaft height. The shaft is the upper part of the boot, from the ankle to the top edge. The shaft height is always measured at the back of the boot. Start at the top edge of the heel and measure right up to the highest point at the back of the boot. The heel is never included in this measurement.
Measuring the shaft circumference
The circumference of the shaft is measured at the top edge of the boot. Note that the measurement depends on the material or finish of the boot. If the boot is made with an elastic panel, it will stretch at the shaft. This is not taken into account in the circumference size and means that there may be some extra room.
Measuring the shaft width
To measure the shaft width, we measure the shaft at the point where the circumference is largest. For mid-height and long boots, this is generally at the widest part of the calf.
Great question! To find the right size for your Wolky shoes, here’s what we recommend:
Check the size guide
Here you’ll find a size chart that helps you convert your usual UK size to the Wolky size (often in EU sizing). It’s worth a quick look, especially if this is your first pair.Measure your feet
If you’re in doubt, measure your feet from heel to toe while standing. Compare the length in centimetres to the size chart – it’s the most reliable way to pick the right size.Look out for fit notes
The shoes in our collection have specific fit notes, like “runs slightly large” or “suitable for wide feet.” We always try to include this in the product description to help guide you. You can find the information on the right side on the product page.- Still unsure?
No worries – we offer free returns within 14 days, so you can try them on at home without any pressure.
Most of our Wolky shoes do run true to size, especially if you’re already familiar with European sizing.
If a specific model fits differently (slightly larger or smaller), we’ll always mention it in the product description. So it’s worth checking that before ordering. You can find the information on the right side on the product page.
Yes, some of our Wolky shoes are available in half sizes – perfect if you’re after that just-right fit! We know how important it is to get the sizing spot on, especially when it comes to comfort and support.
Find our shoes in half sizes here.
Shop safely
Through our own website, wolky.co.uk, you can safely order Wolky shoes. Wolky uses a secure server so the data you enter on our website is properly protected. You can pay for your order using iDEAL, Visa, American Express and Mastercard. If you have a PayPal account, you can also pay for your order this way.
If you have any questions, our customer service is ready to assist you.
Scam websites are often difficult to distinguish from trustworthy online stores. Scammers try to make their webshops appear less suspicious by misusing the name, images, and design of genuine stores.
This can make it challenging to determine if a webshop is reliable. How can you recognize a trustworthy online store? Here are some tips:
Compare prices and use common sense: Sometimes, prices that seem too good to be true are exactly that. If all the websites you’ve encountered have nearly identical prices, but one website offers a significantly cheaper price, it’s likely not trustworthy. Many fake webshops selling Wolky shoes offer the entire collection at a 50% discount, which is a classic example of “too good to be true” prices. Be extra cautious with high discounts!
Pay attention to the website’s URL: The webshop should be secured with an SSL connection. You can easily check this by looking for a padlock icon in your browser’s address bar. Verify the security by clicking on the padlock.
Check for certifications and badges: Examine the certifications and badges on websites. These badges should be clickable and lead you to a certificate of the webshop. Note that there are different types of webshop quality marks.
Examine the text and layout: Fake webshops are becoming increasingly sophisticated, but it’s important to carefully inspect the website’s layout and text. Fake webshops often contain poorly structured sentences or spelling mistakes.
Read reviews: Very important! Read reviews about webshops to learn more about other people’s experiences. There are plenty of stories about scams on the internet, so a brief check is strongly recommended.
Review contact information: Are the contact details of a webshop difficult to find or fake? Then you’re likely dealing with a fake webshop.
If you’re still unsure about a website you’ve found, don’t hesitate to contact our customer service. We are happy to help!
Credit cards have a chargeback arrangement. This means you can request a refund of your money. You can use this if you haven’t received an order, if a product arrives damaged, or if you receive a different product than what you ordered. The credit card company will reclaim the money from the seller. Purchases made with your credit card are generally insured. A drawback is that your credit card information can fall into the wrong hands. Often, there is an additional layer of security through your mobile device for credit card payments.
PayPal offers purchase protection. If you’ve paid for a product with PayPal and don’t receive it, you can get your money back through PayPal. You’ll also get your money back if the product is damaged during shipping or if a different product is delivered. However, you typically need to file a claim yourself.
On Facebook and Instagram, there is a significant amount of fraud in advertisements. Wolky ads always maintain the same style as the website. It’s crucial to pay close attention to the prices as well. If you come across an ad offering a 50% discount on the entire Wolky collection, there’s a high probability that it’s a fake advertisement.
Not all online advertising can be trusted, so exercise caution when encountering offers in an ad, and never click on a link indiscriminately. If you’ve arrived at a webshop through a link, be extra cautious and carefully review our tips. The presence of advertisements by a company doesn’t necessarily indicate its reliability.
Start by securing any accounts that the scammer may have access to.
Freeze your credit and contact your bank or financial institution and any impacted companies to alert them of the crime.
You may need to file a report with your local police department.
Did you pay with your credit or debit card? Report a fraudulent charge on your card to your bank, and ask for a reversal.
Did you send a wire transfer through your bank? Report the fraudulent transfer to your bank. Let them guide you through the due process for a reversal.
Notify the BBB. Visit the BBB scam tracker website.
Report the social media account. 40% of all online shopping scams originate from social media. Contact the social media company and report ads or accounts that are fraudulent.
If the scam involves a website that has been impersonating another website, also report it to the respective webshop. If you’ve found a website mimicking our own, please inform us via our contact page.
Accessibility
Accessibility statement for www.wolky.co.uk
This accessibility statement applies to https://www.wolky.co.uk/.
This website is run by Wolky BV. We want as many people as possible to be able to use this website. For example, that means you should be able to:
- zoom in up to 400% without the text spilling off the screen
- navigate most of the website using a keyboard or speech recognition software
- listen to most of the website using a screen reader
We’ve also made the website text as simple as possible to understand.
AbilityNet has advice on making your device easier to use if you have a disability.
How accessible this website is
We know some parts of this website are not fully accessible. The currently identified shortcomings include, but are not limited to, the following:
- you cannot modify the line height or spacing of text
- live video streams do not have captions
- you cannot skip to the main content when using a screen reader
Feedback and contact information
If you find any problems not listed on this page or think we’re not meeting accessibility requirements, contact: info@wolky.co.uk.
If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille:
- email info@wolky.co.uk
- call 01273-757419
- whatsapp +49 (0)1786908486
We’ll consider your request and get back to you.
Enforcement procedure
The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).
Technical information about this website’s accessibility
Wolky BV is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.
Compliance status
The website has been tested against the Web Content Accessibility Guidelines (WCAG) 2.2 AA standard.
This website is partially compliant with the Web Content Accessibility Guidelines version 2.2 AA standard, due to [insert one of the following: ‘the non-compliances’, ‘the exemptions’ or ‘the non-compliances and exemptions’] listed below.
Non-accessible content
The content listed below is non-accessible for the following reasons.
Non-compliance with the accessibility regulations
Some images do not have a text alternative, so people using a screen reader cannot access the information. This fails WCAG 2.2 success criterion 1.1.1 (non-text content).
We plan to add text alternatives for all images by November 2025. When we publish new content we’ll make sure our use of images meets accessibility standards.
Navigation and accessing information
There’s no way to skip the repeated content in the page header (for example, a ‘skip to main content’ option).
It’s not always possible to change the device orientation from horizontal to vertical without making it more difficult to view the content.
It’s not possible for users to change text size without some of the content overlapping.
We plan to update our navigation by February 2026.
Content that’s not within the scope of the accessibility regulations
Live video
We do not plan to add captions to live video streams because live video is exempt from meeting the accessibility regulations.
Preparation of this accessibility statement
This statement was prepared on 25-08-2025. It was last reviewed on 25-08-2025.
This website was last tested on [date] against the WCAG 2.2 AA standard.
The test was carried out by our own website team from Wolky BV. The most viewed pages were tested using automated testing tools by our website team. A further audit of the website was carried out to the WCAG 2.2 AA standard.
Feedback
If you have any feedback regarding this statement or our website, please don’t hesitate to contact us via info@wolky.co.uk.
Good choice!
These shoes are of excellent quality. With proper care, they'll stay beautiful for a long time – sustainable for the planet and smart for your wallet. Our maintenance tips: