FAQ

Contact us

Please feel free to contact us on (+44)1548 854886 or email info@wildsmith.com.

Shipping

We are currently offering free Express worldwide delivery and returns with DHL until the end of February 2018. In the unlikely event that DHL cannot ship to you we will be in contact with you to arrange an alternative where possible. DHL express offers fantastic speed and reliability enabling many customers to get their shoes the working day following despatch. All Wildsmith shoes are held in stock at our warehouse, so most orders before 2pm UK time can be despatched the same day (Monday to Friday) or at the latest the following working day.  Please note that Saturday, Sunday and Bank Holidays are not working days. All shipping is through the Herring Shoes DHL account.

Billing and Payment

We will only take the money from your payment method when we ship the items to you, however, please be aware that most payment methods will earmark the funds so you cannot spend the money elsewhere. This does not mean that we have taken the money and we cannot, therefore, return it to you. We can cancel orders if you choose not to proceed and it will then take anywhere from 3 to 5 days, occasionally more, for the bank to process the refund to your account.

We currently support Paypal where you can pay using either your Paypal account or credit cards without needing to sign up to Paypal. Using this trusted option for the payment process ensures your details are safe.

For payment we accept;
Visa
Master Card
Paypal

Herring Shoes may contact your bank and the relevant authorities if we suspect any card details or transaction to be fraudulent. This may delay orders but is carried out in the interest of Herring Shoes and the genuine card Holder.

Cheque and Bank Transfer
In rare cases we may be able to offer these methods but you will need to contact customer services on info@wildsmith.com.

Returns

If you are not completely satisfied with the items you have purchased, you can return them for a refund or exchange. Please read the following information carefully and be aware that you will be returning the goods to the Herring Shoes warehouse, not to a Wildsmith premises.

This information is only relevant to website orders. Shop purchases are subject to different terms, especially sale items, so please ask when you are being served.

In the UK using COLLECT+

Please pack your parcel up securely, preferably using its original packaging. Remove or cross out the original address label.

Fill in and include the Returns Form that was with your package

Attach the CollectPlus label to your parcel and take it to your nearest CollectPlus location. Get your CollectPlus label here.

You can track the progress of your return, using the CollectPlus tracking number on the receipt you’ll be given when you drop off your parcel. Keep your receipt safe in case there is a problem with the shipment.

In the UK using DHL

Please contact us and we will arrange a collection for you.

Customers OUTSIDE the UK

Please use DHL or your postal service as this should avoid excessive clearance fees although we recommend you the costs before sending. If you choose to use another service then the return shipping costs and any duty and clearance fees not included in your payment will be charged to from the proceeds of your return.

Write “RETURNING UNSUITABLE GOODS TO SENDER” on the customs form and the parcel itself

Fill in and include the Returns Form that was with your package.

Tick the “RETURNED GOODS” box on the customs declaration documents.

We suggest using registered insured postage, and that you retain a proof of postage just in case the parcel should fail to be delivered.

All returns should be sent to: RETURNS Department, Herring Shoes Ltd, Old Station Yard, Kingsbridge, Devon, TQ7 1ES, ENGLAND

Additional Returns Advice

If you are in any doubt please call us before returning an item.

The items AND box must be returned in the same saleable condition as received. Shoes will not be accepted where there are signs of wear on the sole. We suggest trying shoes on carpet only.

Please contact us within 28 days of receipt of your goods if you intend to return them.

We cannot accept parcels that incur duty without recovering the duty from you.

Customers are responsible for returning any items and paying any associated costs where a free return option has not been specified.

Please note that any returns received without an exchange/refund form or any paperwork will be processed as a refund.

If you return a purchase which was accompanied by a free promotional item or items (eg, a pair of free shoe trees) then please note that you must also return the free item. We reserve the right to charge for any promotional items which are not returned.

Goodyear Welting

All the Wildsmith shoes use Goodyear welting, a process that makes the shoes durable, comfortable and easily repairable. To make our shoes, there are over 200 individual operations that take place from cutting the leather  to final polishing. It usually takes around 8 weeks to make a shoe to allow all the important stages to be completed without rushing, especially important is allowing the leather to form to the last naturally.

Sizing Guide

This size guide is only useful for converting formal shoe sizes from one measurement system to another. If you convert a casual or trainer shoe size, you are unlikely to get a good fit in a formal shoe.

Shoes that are made to fit the same size foot will vary in physical size due to differences in last (shoe) shapes. For this reason we cannot measure shoes to fit your feet.

US customers need to be aware that UK sizes are different to US sizes. For example, a US size 6 customer should order a UK size 5 or 5.5 as this seems to be the approximate difference we see.

English

5

5.5

6

6.5

7

7.5

8

8.5

9

9.5

10

10.5

11

12

13

USA

6

6.5

7

7.5

8

8.5

9

9.5

10

10.5

11

11.5

12

13

14

EU

39

39.5

40

40.5

41

41.5

42

42.5

43

43.5

44

44.5

45

46

47

Japan

25

25.5

26

26.5

27

27.5

28

28.5

29

29.5

30

30.5

31

32

33

Last Shapes

The last is the shape that the shoes is made on, by stretching the leather over a solid wooden or plastic “last”. The last gives each shoe its own character so, for example, a country shoe will have a rounder shape than a sleeker formal shoe. The Wildsmith made using the lasts pictured, giving you an idea of their relative shapes. Please order your normal formal shoe size, regardless of last shape as the sizing is not related to the shape.

Are my loafers too small?

It is important to be aware that loafer styles need to have a tighter fit than a regular lace-up shoe at the beginning so that once they mould to your feet they are not too loose. This means that you should expect to wear them in slowly over a period of a few days by wearing them for short periods before wearing them for a whole day or you risk getting blisters on your feet. It also means that you should expect a loafer to feel snug, but not pinching or uncomfortable, when you first try them on. As a guide, let your feet warm the leather for 30 minutes or so by wearing them while seated before deciding if they are too small. This will allow the leather to begin shaping to your foot, rather than the stiffer ‘out of the box’ feel. This may save you from unnecessarily returning shoes that do fit as intended.

Who is Wildsmith?

Wildsmith has existed since 1847 and has passed down the generations until 2013 when it was sold to the company that subsequently sold it to Herring Shoes. Over two years a unique collection of high quality and distinctively designed shoes was created to keep the Wildsmith name alive for years to come at the premium end of the British handmade shoe brands. Wildsmith is owned and operated by Herring Shoes Ltd, a family business which was started in 1966.

HERRING SHOES Ltd Registered Company Number: 3919412 VAT number 742 4261 50
Registered Office: Herring Shoes, Old Station Yard, Kingsbridge, Devon, TQ7 1ES
Managing Director: Adrian Herring

Enquiries +44 (0) 1548 854886

E-mail: info@wildsmith.com
Website: www.wildsmith.com

Trading Addresses:
Old Station Yard, Kingsbridge, Devon, TQ7 1ES +44 (0) 1548 854886
58 Fore Street, Kingsbridge, Devon, TQ7 1NY +44 (0) 1548 858988