Returns & Exchanges

We want you to love your Wildpools and, most importantly, get the right fit.

If you're unsure about your size, please try your Wildpools on indoors, on a clean and dry surface, before taking them outside or into the water.

Once Wildpools have been worn outdoors or in water, we cannot accept them under our standard size or colour exchange policy.

A quick try-on indoors is absolutely fine. A swim, dog walk, beach trip or outdoor test run isn't.

Returns & exchanges at a glance

You have 14 days from receiving your order to let us know that you'd like to return or exchange your Wildpools.

Once your return has been authorised, you then have a further 14 days to send them back to us.

We can offer:

• A refund

• An exchange for another size

• An exchange for another colourway

Exchanges are subject to stock availability. If your requested size or colour isn't available, we'll arrange a refund instead where applicable.

Your statutory rights are not affected by this policy.

Trying on your Wildpools

We completely understand that you need to try your Wildpools on to check the fit.

Please only try them:

• Indoors

• On a clean, dry surface

• For long enough to assess the fit

For a standard size, colour or change-of-mind return, Wildpools should be returned in a condition suitable for resale.

They should have:

• Clean, unmarked soles

• No dirt, sand or grass

• No signs of outdoor use

• No water marks or evidence of swimming

• No unusual odours

• No pet hair

• No damage or excessive wear

Light creasing caused by simply trying the shoes on is completely acceptable.

If you're unsure about the fit, don't take them outside or into the water until you're happy with the size.

Choosing the right size

Please check our size guide and product information carefully before ordering.

If you're between sizes, we would generally recommend sizing up, particularly if you prefer a little more room.

If you're unsure, contact us before ordering and we'll be happy to help you choose.

Shoes that have been worn outdoors or in water

Our voluntary size and colour exchange service is intended to help customers who have ordered the wrong fit, not to cover shoes that have already been used.

Wildpools that have been worn outdoors or in water therefore cannot normally be exchanged simply because the customer later decides that the size isn't right.

If a returned pair shows clear signs of outdoor or water use, we'll contact you before taking any further action.

Where a return falls within your statutory cancellation rights, we reserve the right, where permitted by law, to make an appropriate deduction from the refund if the shoes have been handled or used beyond what was reasonably necessary to establish their nature, characteristics and fit and their value has consequently been reduced.

If a return doesn't qualify for a refund or exchange, we can arrange for the shoes to be sent back to you. Any postage costs associated with returning rejected goods to you may be your responsibility.

Original packaging

Where possible, please return your Wildpools with:

• Their original Wildpool drawstring bag / packaging

• Original tags

• Any accessories or inserts supplied with the shoes

Missing or damaged packaging won't necessarily mean your return is rejected.

However, where missing or damaged packaging causes a genuine reduction in the value of the returned product, we may make a reasonable deduction where permitted by law.

Return postage

For change-of-mind, size or colour returns, the cost of returning the shoes to Wildpool is the customer's responsibility.

If you request an exchange, the cost of posting the replacement pair to you is also the customer's responsibility.

If your Wildpools are confirmed to be faulty, Wildpool will cover reasonable return and replacement postage costs.

We strongly recommend using a tracked postal service when returning your order, as Wildpool cannot be responsible for parcels lost before they reach us.

Refunds

Once your return arrives, it will be inspected by our team.

Approved refunds will be processed within 5 business days of inspection and returned to the original payment method.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

For voluntary exchanges or returns outside your statutory cancellation rights, original delivery charges are not refundable.

Where you exercise a statutory right to cancel an eligible online order, we will refund the standard delivery charge where required by law. If you originally selected an enhanced or premium delivery service, any amount above the standard delivery cost is not refundable.

Exchanges

You can request an exchange for:

• A different size

• A different colourway

All exchanges are subject to availability.

If the requested replacement is unavailable, we'll contact you and, where appropriate, issue a refund instead.

Replacement postage is payable by the customer unless the exchange is due to a confirmed product fault.

Faulty products

We take genuine product faults seriously and want to put them right.

If you believe your Wildpools arrived faulty or have developed a manufacturing fault, please contact us as soon as possible.

We ask that faults are reported within 30 days of delivery wherever possible, together with clear photographs showing the issue.

Our team will review the images before authorising a faulty-product return.

If a manufacturing fault is confirmed, you can choose between a replacement or refund where applicable, subject to your statutory rights.

The 30-day reporting request does not limit any rights you may have under UK consumer law.

Laces

The laces on Wildpool shoes are designed to adjust the fit, rather than to be forcefully pulled or used to tightly cinch the shoe.

Please adjust them gently and avoid excessive pulling, overstretching or force.

Damage caused by excessive force, hard pulling, overstretching, incorrect use or other misuse is considered accidental/user damage rather than a manufacturing fault.

If you believe a lace was genuinely defective when supplied, please send us photographs and we'll happily review it.

Wear, damage and misuse

Manufacturing faults are different from normal wear and tear or accidental damage.

Examples of damage that would not normally be considered a manufacturing fault include:

• Abrasion caused through use

• Naturally worn soles

• Cuts or punctures

• Overstretching

• Damage caused by excessive force

• Heat damage

• Damage caused by incorrect washing or care

• Accidental damage

• Misuse of the shoe or lace system

• General deterioration through regular use

None of this affects your legal rights where a product is genuinely faulty or not of satisfactory quality.

Sale and discounted items

Discounted or sale items are subject to the same statutory consumer rights as full-price products when purchased online.

Where an item qualifies for our voluntary exchange policy, sale items may also be exchanged for another available size or colourway.

Where UK law provides a right to cancel and receive a refund, that right applies regardless of whether the product was purchased at full price or in a sale.

Refunds are based on the amount actually paid for the product, not its original full retail price.

Kickstarter, contributor and promotional discounts

Wildpools purchased using a Kickstarter offer, contributor discount, discount code or other promotion are subject to the relevant parts of this returns policy.

Any approved refund will be based on the amount originally paid, rather than the product's current or full retail price.

Discounts have no cash value and the difference between the discounted and full retail price cannot be refunded.

Gifted and complimentary pairs

Complimentary or promotional Wildpools supplied free of charge cannot be refunded because no purchase transaction took place.

Where stock permits, we're happy to consider a size exchange for an unworn complimentary pair.

The original recipient does not necessarily need to involve the person who arranged or gifted the pair, although we may ask for information allowing us to identify the original order or promotion.

International returns

International customers are responsible for:

• Return postage

• Applicable customs charges

• Duties

• Taxes or other costs associated with returning an unwanted item

Please clearly mark return parcels as returned goods where appropriate.

If an item is confirmed as faulty, please contact us before sending anything back so we can advise on the appropriate process.

Washing & caring for your Wildpools

Wildpools are made for adventure, so getting them dirty is part of the fun once you've decided to keep them.

Please follow the care instructions provided with your shoes and on our website when cleaning them.

Cleaning or washing used Wildpools does not make them eligible for a size/change-of-mind return if they have already been worn outdoors or in water.

How to start a return or exchange

Please contact us before posting anything back.

Email hello@wildpool.com with:

• Your name

• Order number

• The reason for your return or exchange

• The size/colour you'd like instead, where applicable

• Clear photographs of the shoes and soles

• Photographs showing the issue if you're reporting a fault

We'll review your request and provide a returns reference and return instructions.

Please don't send products back without first receiving a returns reference, as this may delay the processing of your return.

Every return is inspected

All returned Wildpools are inspected by our team before a refund or exchange is approved.

We're a growing independent brand and returned shoes need to be in a condition where they can genuinely be sold to another customer.

We think that's the fairest approach for everyone: try them on, check the fit, and if you're unsure, keep them clean, dry and indoors until you've decided.

If there's a genuine problem with your Wildpools, we'll always do our best to put it right.

Nothing in this Returns & Exchanges Policy affects your statutory consumer rights.