FAQs

Which courier do you work with?

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

Do you ship Worlwide?

Yes, we ship Worldwide.

What are your shipping charges?

Shipping charges are included in the price.

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.

Can I change or cancel my order?

We process your order in less than 24 hours. Unfortunately, once your order is dispatched from our warehouse, it cannot be changed or cancelled.

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 24 hours after making the order 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 UPS Access Point.

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.

What is your returns policy?

Our returns policy allows you to return unused products within 14 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. If that is not the case, the refund will not occur. That is why we recommend trying your Wado on a carpeted surface indoors.
Return shipping costs as well as additional duties and taxes are not covered by Wado.

Return process:

  • For EU Countries – Fill the “returns form” and add it inside your shoebox. | For NON-EU Countries – 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. Even though these steps are correctly taken, a random inspection by the Spanish customs can occur.
  • Once your package is ready, please go to a postal service of your liking and ship the parcel to:

We Are Wado S.L.
Attn: WADO DEVOLUCIONES
C/Llacuna 162, office 117
08018 Barcelona, Spain

  • 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 get in touch with you to process the refund.

*Packages that do not comply with these instructions will be returned to the sender.

When will I receive my refund?

We will refund your return within 7 days of receiving your package, through your Credit Card 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 hello@wearewado.com with your order number and tracking code and we will get back to you as soon as possible.

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

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:

  • Write to hello@wearewado.com from the same mail you did your order.
  • Subject “Damaged Wados + Your Name”.
  • Color and size of the damaged shoe/s.
  • Explain what’s wrong.
  • 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 hello@wearewado.com and we will take care of it as quick as possible.

How to choose my size?

You can find our size guide with measurements of the insoles of our models in every product page.

If you have any doubt, do not hesitate to contact our Customer Service: hello@wearewado.com

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.
For leather models: 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.