Frequently Asked Questions
Returns, Cancellations & Exchanges
- Can I cancel my order if I decide I don't want it, or if I made a mistake?
- Can I return my shoes for an exchange or refund?
- Can I return my shoes to your retail store?
- Can I return shoes, which I purchased from a different retailer?
- I think I have received the wrong order?
- I think the shoes I have received are defective?
1. How do I purchase shoes from this website? top
When using our website you can chose to view items by brand and category. You are able to use our ‘refine your search’ system to help narrow your options. When you wish to add an item to your shopping cart, please insure that you have selected the width (where applicable), size and quantity before clicking the ‘add to cart’ button. You are able to view/remove items in your shopping cart by highlighting the ‘my cart’ link at the top right corner of the website. When you have finalized your choices just click the ‘checkout now’ button in ‘my cart’ to proceed with your order.
2. What methods of payment do you accept? top
We accept Visa, Mastercard and Laser as means of payment. We also accept bank drafts and postal orders if you prefer. Please contact us for more details about these options.
3. Are my personal details secure? top
4. Can I purchase items which aren’t shown on the website? top
While we do are best to carry a wide selection of styles to suit all tastes including many styles designed specifically for Woodstock Footwear, it may also possible to purchase styles which don’t appear on the website. Please contact us and let us know the model, colour and size you are looking for and if the style is currently available we can certainly get this item for you.
5. I haven’t received my order confirmation yet? top
You should receive an order confirmation by email. Please check your spam and deleted items folder to make sure that our email hasn’t gone into one of these folders by mistake. If you still haven’t received any confirmation within an hour or so, please contact us and we’ll check it out for you. If you’ve created an account, you will be able to check the status of your order by signing into your account.
1. What sizes are shown on the website? top
Birkenstock are made in European sizes. We also display UK and metric sizes but these should only be used as a guideline to help you select your size. Please be aware that shoe sizing can vary between brands and styles. If in doubt please contact us and we can try to help you more. Remember that you can send things back if they are not right.
2. Can you help me get the most accurate size? top
If you are unsure of what size you might be, there is a simple procedure to help find your correct size. STAND on a sheet of paper and trace an outline around your foot taking care to clearly mark both the toe and heel areas several times to get a more accurate reading. Make sure the pen is held up right and doesn’t angle under the foot. For best results get someone to help with the tracing. Then simply measure the distance between your longest toe and heal in millimeters. This measurement can then be used to get the corresponding European size e.g. 265mm or 26.5cm is a European size 41. When you are selecting a size from the size drop down menu, look to the Japanese (Metric) sizing in centimeters and then select the corresponding European size. Don’t worry if you are finding that you are dropping sizes, as Birkenstock can come up larger than other shoe brands, especially if you have a wider foot as you will find you are often getting larger sizes in other brands, more for the width rather than the length, where as Birkenstock offers a more natural foot shape.
3. What width should I select? top
Most Birkenstock styles are offered in two fittings, narrow and regular. These fits are the same for both men and women. We generally recommend the narrow fit for women and the regular fit for men, however there are always exceptions. Some men may find the narrow fit more suitable if they have a particularly narrow foot and some women may find the regular fit more suitable if they have a broad foot. In most cases we stock the width that best suits the particular model, however we will stock many of the most popular styles in both narrow and regular. Both narrow and regular widths are symbolised by a small image of a foot - if it's filled in the shoe is a narrow fitting, and if it's the outline only it's regular. One major exception to this rule is that all thong sandals are only suitable in the regular fit even if you have a narrow foot. Also In some cases such as insoles and mens shoes there is also the option of a mid-fit.
4. The size I want doesn’t appear to be available, what should I do? top
If the particular size you are looking for doesn’t appear to be available, please contact us and we can advise you whether this size is coming back into stock and if so when.
1. How much will it cost for my order to be delivered? top
All orders of €39.99 or above will be posted free of charge within Ireland. Orders below this price will have a flat rate fee of €2.99. Next day delivery within Ireland is available upon request.
2. How long will it take for my order to be delivered? top
From the point of dispatch you need to allow 2-3 working days for your order to arrive. If there is going to be a delay in dispatching your order, we will contact you to let you know. International orders will take longer.
3. Who will deliver my order? top
We use An Post to deliver all orders. Packages are sent using ‘track & trace’ technology allowing us to track the progress of your order to delivery. Whichever address you choose to use, please make sure someone will be available to receive your order. If you are absent when your order is been delivered you will receive a delivery note informing you of this. You will be able to collect your parcel the following day at the office stated on the delivery notice.
4. How can I track my order? top
If you’ve created an account, sign in to check the status of your order. When your order has been dispatched please leave the outlined delivery time before contacting us. After this time has elapsed, we can check the status of your order using the unique track & trace ID.
Returns, Cancellations & Exchanges
1. Can I cancel my order if I decide I don't want it, or if I made a mistake? top
You can cancel your order at any time before it is dispatched. If the order has already left our warehouse, you will not be able to cancel it, but you will be able to return the order once you have received it.
2. Can I return my shoes for an exchange or refund? top
We want all our customers to be 100% satisfied. If, for whatever reason when you receive your order you are not absolutely satisfied, you have 30 days to return your order for and exchange or refund. However, the following conditions must be met.
- The item(s) must not be used. We will be unable to accept returns if the footbed is marked.
- All items must be packaged in the same way they were received. In case the original box is missing or damaged you will be charged a €5.00 re-boxing fee.
- Items must reach us before the 30-day period following receipt of your order has elapsed.
We will issue an exchange or refund for any item you return in these conditions. Please include a covering letter with your name & address, your order number, the reason for returning the item(s) and whether you want a refund or an exchange. If you are returning your order for an exchange, please advise us of your preferred model, colour and size. We will cover the cost of sending the goods back to you, however you must cover the cost of sending the item(s) back to Woodstock Footwear .We do not accept returned items if the postage costs are not covered by the customer. If you are returning your order for a refund, please enclose the paperwork that accompanied your order along with the original payment details, as this allows us to process your return faster. We can only refund delivery charges if the return is a result of our error, or for faulty goods. We will require proof of purchase for all exchanges or refunds. We do not exchange or refund goods that have been purchased overseas, via other Internet retailers or other retail outlets. We recommend that you use a recorded delivery service for your protection. Our postal address for returns is as follows:
36 Wicklow Street,
You can also return goods to this address in person. However make sure to have all the required information with you.
3. Can I return my shoes to your retail store? top
Yes you can, please refer to the above question.
4. Can I return shoes, which I purchased from a different retailer? top
You can only return items, which have been purchased from Woodstock Footwear, through our retail store or via our online store.
5. I think I have received the wrong order? top
Please send your shoes back to us. Make sure to include a covering letter with your name & address and your order number. Please let us know what the correct order was. On receipt of your return the item(s) will be inspected. If we agree that this is not the item(s) you ordered we would be happy to exchange this item for the correct model or issue you with a refund.
6. I think the shoes I have received are defective? top
Please send your shoes back to us for inspection. Make sure to include a covering letter with your name & address and your order number. Please outline where you believe the fault to be. We will assess if the item is indeed faulty and if so, see whether this fault can be repaired or if we need to replace the item. If you have any queries about your shoes please contact us and we can try to determine if your shoe is a faulty item.
1. I’ve just received my first pair of Birkenstock, and after wearing them for one day only my feet hurt. Is that normal? top
Yes, sometimes it can take time for your feet to get used to your new Birkenstocks. You are perhaps not used to the arch support. It may take several days to become used to the feeling. Though the footbeds may feel stiff at first, as you wear your Birkenstocks, the footbeds will become softer and more flexible. Soon your shoes will adjust to the shape of your feet, and form a truly unique fit, that if properly cared for, will provide you with years of long-lasting comfort.
2. What is Birko Flor? top
Birko Flor is a material developed by Birkenstock as an alternative to leather. Birko Flor is made of soft acrylic and polyamide felt fibres with a durable smooth leather-like finish.
3. I can’t find the answer to my question? top
If we were unable to answer your question, please contact us, and we will get back to you as soon as possible.