FAQs

What size fits me?

How can I get my Wado?

1. First visit our Indiegogo website.
2. Choose among our Wado packs.
3. You’ll receive a survey to choose color & size 3 days after placing your order.
4. The day after, we process your order at the warehouse and it gets shipped out.
5. It takes 48/72h to get delivered in EU and 5/8 days to the rest of the world.

 

We are shipping daily, this means you will get your Wado delivered within 5 days after making your pledge. Please remind that any possible custom charges outside the EU will be satisfied by the customer.

Shipping

Which courier do you work with?

We work with UPS, one of the best couriers in the world.

Do you ship Worldwide?

Yes, we ship worlwide.

What are your shipping charges?

How long will the delivery take?

Once your order has been processed and you have received your tracking number, it will take 48/72h to get delivered in EU and 3/5 working days to the rest of the world.

My order

Can I change or cancel my order?

We cannot change or cancel your order once it is locked in Indiegogo. Take into account that in order to make the 5 days delivery we have to lock orders right after the the pledge has been made.

Has my order been shipped out yet?

You will be sent a confirmation email with your tracking number as soon as your package leaves our warehouse. We work around the clock so you can receive the email in less than 24 hours.

Orders made on Friday after 2PM will be sent on Monday*.

When will I receive my tracking number?

Every time a package is sent, the courier notifies the shipping state by email. Check your SPAM messages 48 hours after filling the survey if you have not received any mail yet.

Take into account that if you have ordered on Friday after 2PM, the tracking number will be sent to you on Monday*.

I wasn’t home during delivery attempt.

There are 2 delivery attempts. If you were not home during both of them, the carrier should have sent you a notification email and should have left you a note in your mailbox with information so you can find your package. Usually, they leave the packages in the nearest Convenience Point.

Returns & exchanges

Can I exchange my Wado?

Unfortunately, it is not possible to exchange your Wado. However, you can always return the ones you received and place a new order by contacting our customer service directly at [email protected]

What is your returns policy?

Our returns policy allows you to return unused products within 30 days of receiving them. Please note we cannot accept returns that show visible signs of wear. The shoes must be returned in their original condition and in their original box in order to get full refund. That is why we recommend trying your Wado on a carpeted surface indoors.

Wado will cover the refund of the pledge, except for the shipping value. The shipping price will be established by Wado according to our couriers’ fares.

Return shipping costs are not covered by Wado.

Return process for EU Countries

  1. Prepare your package. Make sure the sneakers are inside the original Wado box.
  2. Fill in the returns form provided on your package and add it inside your shoebox. You can also download it on the following link (Returns Form).
  3. It is very important that you fill the tracking number field correctly with the same tracking number used by UPS to deliver your package to you.
  4. Once the package is ready to be returned, please go to a postal service of your liking and ship the box to:

We Are Wado S.L.
Attn: WADO DEVOLUCIONES
C/Llacuna 162, office 122
08018 Barcelona, Spain

Return costs are not covered by Wado.

  1. Make sure you receive a receipt with a tracking code after shipping your package, so you have proof of shipment.

Once we receive your return, we will do our best to process it as quick as possible.

Wado will not take charge of any custom taxes related to your return. Packages that do not comply with these instructions will be returned to the sender.

Return process for NON-EU Countries

  1. Prepare your package. Make sure the sneakers are inside the original Wado box.
  2. Take out the returns form from the transparent pouch that is inside the shoe box and fill it. You can also download it on the following link (Returns Form).
  3. It is very important that you fill the tracking number field correctly with the same tracking number used by UPS to deliver your package to you, in order to avoid extra custom charges related to your return.
  4. Put the filled returns form and the invoice provided with your package back inside the transparent pouch and stick it to the parcel. Do not put any of these documents inside the box, as they need to remain visible for custom inspection.
  5. Once the package is ready to be returned, please go to a postal service of your liking and ship the box to:

We Are Wado S.L.
Attn: WADO DEVOLUCIONES
C/Llacuna 162, office 122
08018 Barcelona, Spain

Return costs are not covered by Wado.

  1. Make sure you receive a receipt with a tracking code after shipping your package, so you have proof of shipment.

Once we receive your return, we will do our best to process it as quick as possible.

Wado will not take charge of any custom taxes related to your return. Packages that do not comply with these instructions will be returned to the sender.

Refunds

When will I receive my refund?

We will refund your return within 7 days of receiving your package, through Bank or PayPal account.

My return arrived at your warehouse more than 7 days ago, but I did not receive my refund yet.

We are very sorry that you have not yet received your refund. Please send an email to [email protected] with your order number and tracking code and we will get back to you as soon as possible.

Custom policy

Any custom charges outside the EU will be satisfied by the customer.

Damaged shoes

What if my Wado are damaged when I receive them?

Wado unconditionally guarantees that all products we manufacture and sell through our webpage must be free from defects of workmanship. If one of our products is not in perfect conditions and the causes are not due to the client, we will gladly exchange your Wado with no additional cost.

Please note the following limitations:

  • Items must be returned within 30 days from date of delivery and in their original box.
  • We won’t accept returned orders if the item has been worn or damaged by the client.
  • Only items purchased in Wado’s webpage will be subject to return.

If that’s your case follow these simple steps:

  1. Write to [email protected] from the same mail you did your order.
  2. Subject “Damaged Wados + Your Name”.
  3. Color and size of the damaged shoe/s.
  4. Explain what’s wrong.
  5. Attach photos of the flaws.

That’s it! We will get back to you as soon as possible with further instructions.

I didn’t receive the Wados I ordered.

If we got mistaken and sent you Wados you didn’t order, we will gladly exchange them with no additional cost. Just write an email to [email protected] and we will take care of it as quick as possible.

About our sneakers

We use leather

We use leather that’s certified by the Leather Working Group (LWG) for the upper part of our shoe.

When we started Wado one year ago, we realized that until the meat industry doesn’t stop, leather would be a sub-product that if not used, will end up in landfills. We would never kill for the leather but the truth is that there are very little “non-fuel-based” available materials on the market that simulate leather that can be used for the upper part of the shoe.

This now called “vegan” materials are mainly synthetics and microfibers, generally made of plastic and are far from being biodegradable, so definitely that is not a solution for the environment neither. Nevertheless, leather is a readily available waste product with great design possibilities that performs exceptionally well in terms of breathability, durability and comfort.

However, we will keep looking for an environmentally friendly “non-fuel-based” substitute, as we will be really happy to use it for our shoes.

 

Where does the leather come from?

We buy the leather from our Portuguese supplier, who gets it mainly from European cows (Spain and Portugal). Depending on the demand, there is a little chance that our Portuguese supplier needs to buy leather from America.

 

How to maintain my Wado shoes?

Before wearing them for the first time, we advise you to apply a waterproof spray to your shoes and to repeat this operation periodically.

Maintain the smooth leather of your shoes with a damp cloth and periodically clean them with a specific product spray or colorless leather paste.

We do not recommend putting your Wado in the washing machine. If you still want to do so, we are exempt from all responsibilities.

 

What sizes do you produce?

We have sizes from #36 to #46.