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Delivery, Exchanges and Returns Policy

Delivery, Exchanges and Returns Policy

UK Deliveries

Standard delivery for orders over £49 is FREE* to all UK Mainland locations!

Place your order before 2 p m Monday – Friday, we will despatch on the same day using the Royal Mail Tracked 48 service.  Orders received after 2 p m will be despatched on the next working day.  If you order is received after 2 p m on a Friday, our next working day is Monday.

A tracking number is e-mailed through to you at the point of despatch.

We are unable to  despatch over the weekend or  on Bank Holidays.  However, we do pick and pack, which means you may receive notification that your order has been despatched. Please note, that the order isn’t despatched until a Monday.

If you wish to receive your order faster, we offer the Royal Mail tracked 24 service at £4.99.  This is a 1-2 business day service from the date of despatch.  Please note that it is NOT a next day delivery.

Orders below £59 cost an additional £1.99 postage.  We use Royal Mail 2nd Class Small Parcel post for these items.

How long does my order take?

From the point of despatch,  your order will normally take 2-3 working days to arrive with you.  You can use your tracking number to track progress .

Please note that once your order has been picked up by Royal Mail, The Wide Welly Company is unable to influence the delivery of your order.

I’ve received a text to say that my order has been delivered…but it hasn’t!

When your order’s despatched, a tracking ID is sent to you via e-mail.  If you receive a text to say that your order has been delivered but it’s not on your door step, please look around your premises and speak to your neighbours to see if it was delivered to them.  The next step is for you to contact your local delivery office and inform them of the failed delivery.  They have access to detailed tracking information.

If you still haven’t found your parcel, then please contact us to take the necessary next steps.

The Wide Welly Company Guarantee

All our boots are sold with a 12-month guarantee against manufacturing defects.  We are unable to offer replacements or refunds for general wear and tear.

We continue to develop our boots in line with the feedback we get from you!  But it doesn’t mean that they are invincible nor are they designed to be a regular long distance walking or work boot.

The more you wear your wellies, the faster they will wear out!  The fit of the boot, the way you wear them, the length of time you wear them, what you do in them, how you remove and store them all affect the life span. Please ensure that you read our care guide to get the best from your wellies.

In the event that you have an issue with your wellies, please e-mail us at [email protected] with a picture of the issue and your original order number.  And we’ll take it from there.  There is no need to return the wellies unless we ask you to do so.

Your experience matters to us and we strive to develop the best wellies that we are able to.

In the event that we offer replacement wellies,  the original sales date remains the date from which the 12 month guarantee is calculated from – it does not re-set.

Wellies are handmade

There is no machine that can make a pair of wellies…they’re made by hand…lots of them! This means that sometimes they have surface defects or marks on them, and they may show variations between individual boots.  These variations do not affect the functionality, so please be understanding if you find a flaw on the surface or something doesn’t look totally equal.  The aesthetic defects are not enough to warrant sending the wellies to a landfill. And pushing for perfection will significantly increase the price.  Variations are always more obvious on plain, solid colour wellies.

Canceling, exchanging, or returning your order

Our policies comply with The Consumer Contracts Regulations.

Your right to cancel

Your right to cancel an order for goods starts the moment that you place your order and ends 14 days from the day that you receive your goods.

If you cancel before we have despatched your order, we will process a refund for you.

If the goods have been despatched, but you are still to receive them, you will need to return the goods to us at your expense.  You can purchase a Collect+ label for £4.80 by clicking here.

Need to exchange or return?

We are sorry, but due to significant increases in courier and postal charges, we are no longer able to offer free exchanges.  All orders over the value of £49 should be returned via Collect+ (Yodel) and cost £4.80 

You can purchase a Collect+ label by clicking here.  Collect+ drop off points are usually located in a convenience store near to you. Click here to find out where your closest drop off point is by clicking here.

Returning or exchanging

You have 14 days from the date of delivery to advise us of your intention to return or exchange.  You then have a further 14 days to make the return.

All wellies must be received in a saleable condition and must not have been worn outside.  If it is clear that the wellies have been worn outside, then we are not able to exchange the wellies for you –  you will need to place another order. We are a small business and we’re unable to carry the cost of simply writing stock off.  This will inevitably result in us having to increase our prices.

Returns via Collect+ cost £4.80.

Socks and accessories can only be returned if the label remains in tact.

When will my refund be processed?

We aim to process your refund within 5 working days of us receiving saleable wellies back at our shed.

I’m sorry, but we are unable to refund you if the boots that you return have been worn.