FAQs
Welcome to our Frequently Asked Questions (FAQs) page – We hope to answer your questions below. If not, please get in contact with us via the Contact form.
General
WUD was founded in Italy in 2022 as a continuation of a family-owned shoe factory (Falca S.r.l.) started in the 1950s and preserved for three generations since.
Find out more about WUD in the About section.
WUD, other than resembling the core material of our distinctive flexible sole (wood), is the acronym of "whatever you do" in line with our mission to meticulously craft superior and durable footwear ensuring unparalleled comfort on every instance of use.
Orders
No, you do not require any account.
After placing your order, you will receive an order confirmation email with the following subject: "Order #XXXX Confirmed".
You can view all details about your order by clicking the "View your order" button.
It might be possible that the confirmation e-mail has been redirected to your spam folder. Please check there.
If you still cannot find it, please get in touch with our Customer Service via the Contacts section of our website.
Once you completed a purchase on wud-shoes.com, you will receive an Order Confirmation email. In the email, you will easily find a "View your order" button. Click the link to be redirected to your order page with all the details about your order.
If your order has not yet been prepared for shipment, you can have it cancelled in its entirety by request via our Contact form.
Once the order is placed, it is instead not possible to change details (e.g. delivery/billing address), to add further items, to remove individual items or to change the size/width of individual items.
Please consider that it can take up to a maximum of 5 working days for your order to be processed.
Shipping & Deliveries
Shipping costs are excluded and must be borne by consumers.
Shipping costs are calculated at checkout based on the final destination of the orders: €5.5 for Italy, €12.5 for EU, ¥5,000 for Japan.
Currently we ship to European Union and Japan.
Orders are processed within a maximum of 5 (five) working days from the day following the receipt of the order.
Example: if you place an order on Friday after 12:00pm CET, an order confirmation will be sent immediately. A shipping confirmation email with a tracking code will be sent by the following Thursday at 5:00pm CET.
Products are shipped from our warehouse located in Italy. Estimated delivery times are as follow, in addition to the processing times (maximum 5 working days):
– 1-to-3 working days for Italy;
– 1-to-10 working days for Europe;
– 5-to-15 working days for other International destinations.
Actual delivery times might vary by a few days due to external factors beyond our control.
Prices are expressed in € (Euro), $ (US Dollar, Canadian Dollar), and ¥ (Yen), based on the currency of your country.
Please select your country of origin in the drop-down menu available in the bottom-right of any page.
No, prices are inclusive of VAT, taxes and duties. You will only have to pay for shipping (€5.5 for Italy, €12.5 for EU, ¥5,000 for Japan).
Returns
You can return the products for any reason, without incurring penalties and without specifying the reason, subject to the conditions specified in the Return Policy.
No, an exchange of products is not possible.
You shall inform our Customer Service within a period of 14 (fourteen) days, starting from the day of receipt of your products.
To start a return, please contact us either via the Contacts form or at info@wud-shoes.com. You shall indicate in the withdrawal statement the order number, the Product for which you intend to exercise the right of withdrawal, and your address.
Once we confirm the receipt of your notification, you must arrange to return the products using a carrier of their choice. The direct return costs are borne by you. Returns shall be sent to: FALCA S.R.L. - Via degli Imprenditori 71, 37067 Valeggio sul Mincio (Verona, Italy).
The product(s), properly packaged and protected, must be returned in any case within 14 calendar days from the date on which you communicated your decision to return your products to us.
Upon receipt of the return, we will evaluate its compliance with the described requirements (find out more in our Return Policy) and will notify you once the inspection is complete.
If approved, we will reimburse you of the entire amount paid within a maximum of 14 days from the return of the products. The refund will be processed on the original payment method used at the time of the order.
Products
Please refer to our Size Guide page for a detailed explanation of WUD sizing recommendations.
Generally, WUD products wear slightly wider than your usual sneakers, hence if you wear a middle-size (e.g. EU 38.5) we suggest you to opt for a half-size less (e.g. EU 38).
Yes, all of our styles are unisex.
Cleaning is a very important part of your WUD experience. Please refer to the Shoe Care page for a detailed explanation.
Payments
You can chose from a wide range of secure payment methods:
– Credit Card: Visa, MasterCard, American Express
– PayPal
– Apple Pay
– Google Pay
– iDEAL
– Bancontact
No, cash payments are not accepted.
Yes, are long as they run on Visa or MasterCard network. You can verify which networks your card is enabled for by checking the logo on the front of your card.
Account, Newsletter & Contacts
If you no longer wish to receive news and special promotions about our products directly in your inbox, you can unsubscribe by clicking on "Unsubscribe" in the footer of any of the Newsletters you have received.
You can get in contact with us by filling out the Contact form, or by calling us at +390457950255.
Out Customer Service is available from Monday to Friday, 9:00am-12:00pm and 2:00pm-5:00pm.