FAQs

SIZE & FIT

How to choose my Wado size?

On each product page of our e-shop, you will find a link called "What's my size?". Clicking that link will reveal a size guide with instructions to determinate your recommended size. If you need further advice, do not hesitate to contact our Customer Service at hello@wearewado.com

SHIPPING

What are your shipping charges?

Shipping charges are included in the price.

Do you ship Worldwide?

Yes, we ship worlwide.

Do I have to pay customs or import duties?

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

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.

Which courier do you work with?

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

MY ORDER

Can I change or cancel my order?

We work around the clock in order to ensure the quickest delivery possible. Please contact our customer support at hello@wearewado.com immediately if you wish to make any change so we can check the status of your order and try to modify it. Unfortunately, once your order is dispatched from our warehouse, it cannot be changed or cancelled.

I have not received an order confirmation.

It can take up to 2 hours to receive the confirmation e-mail after placing your order (check spam inbox). If the payment has been processed and you haven’t received a confirmation after two hours, please get in touch with our customer service at hello@wearewado.com

What is the current status of my order?

You will receive a confirmation email after placing your order. We will then start to process it, usually it takes 24 hours. As soon as your order leaves our warehouse, you will get another email with your tracking number. You can use this information to track your package until it gets delivered.

*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.

*For orders made on Friday after 2PM, tracking number will be sent 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 esnd a notification email and should leave 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.

UPS Access Points

Find your nearest Acces Point here

RETURNS

I didn't receive the shoes 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.

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. Download returns form here.

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 are not covered by Wado.

How can I return my shoes?

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 14 days of receiving your package. We always refund the money to the bank account/credit card you used for the order.

If 14 days have passed and you have not 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.

DAMAGED SHOES

What if my shoes 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 hello@wearewado.com 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.

MY ACCOUNT

What are the advantages of having a Wado account?

An account makes it faster and easier to place an order. Your address details will be filled in automatically and all your orders can easily be found in one place, invoices included.

How do I create an account?

Enter "My Account" through the user icon in the upper right corner of your screen. Once you have accessed, Click ‘Sign up’ in order to register.

How can I change my account details?

Enter "My Account" through the user icon in the upper right corner of your screen. Once you have accessed, you can modify all your data (name, address...).

Is it possible to place an order without an account?

Of course! In the first phase of the checkout you have the option to login to your account. If you’d prefer not to create an account, you can place an order as a “New Customer”.

How can I delete my account?

Our customer support can delete your account whenever you want. Send us an email at hello@wearewado.com and we’ll take care of it.

PAYMENTS

What are the available payment methods?

PayPal, Visa Card, MasterCard & American Express

My payment has failed. What should I do?

Did you get the notification ‘Payment failed’ after you went through the payment procedure? There are a few solutions: delete your cookies and cache data, use a different browser or use a different payment method. If this doesn’t solve the problem, please contact our customer service.

Has the purchase amount been deducted from your bank account, yet the website says that the order failed? Please contact our customer services as soon as possible, so we can start processing your order. Please send us a screenshot of the payment and we will send you the shoes.

Where can I find my invoices?

Your invoice is always included in the order confirmation email. You can also find the invoice in your Wado account. If you can’t find the invoice, please contact our customer service at hello@wearewado.com so we can send it to you.

Refunds

We will refund your return within 14 days of receiving your package. We always refund the money to the bank account/credit card you used for the order. If 14 days have passed and you have not 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.

Do I have to pay import duties in order to receive my order?

If you placed an order from the EU you will not have to pay import duties to receive your order.If you placed an order from outside the EU, there is a possibility that you might have to pay import duties. This depends on the customs laws in your country.

What is VAT?

VAT is Value Added Tax, which are the taxes paid on top of the value from the sale of products or services.Both customers inside and outside the EU pay VAT on their purchases. If you purchase from within the EU the VAT is included in the price of our products. If you purchase from another country, you will have to pay this in the form of our import duties.

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