FAQ

How do I work out my size?

Our sizing can be a little tricky so we try to make it as easy as possible on the specific product drop downs - we include Saltie size, UK size, EU size and US size. On all womens Sandals we suggest going 1+ size up from your UK size eg if you are a UK 6 you would be a Salt-Water size 7.

How do I work out what size to buy my child?

In general we suggest going 1+ size up from your UK size on all Sun-San Sandals and like for like on all kids Salt-Water Sandals up to a Youth size 13. There is also additional information on the fit of each style on the product pages

Can I return products brought in a sale or over a promotional period?

We do not allow you to return or exchange products brought in a sale of over a promotional period unless faulty so please be sure to choose the right size/style etc! Should you receive a Sandal with an issue over a promotional period please contact us on [email protected] so we can get this sorted for you.

Why is my promotional code not working?

This could be one of a few reasons.

Have you been copy and pasting your code? Please try typing the code out as sometimes internet bots do not allow pasted content.

Are you trying to use more than one code a once? We only allow the use of 1X promotional code/discount at a time unless stated. Please proceed by using whichever offer suits you best.

Have you checked the promotions T&Cs on the post/mailer in which you received it? This should give you more info into why there could be an issue.

Still having trouble? Please contact us.

UK & EU ORDERS/RETURNS/CANCELLATIONS

I’ve lost my returns form – where do I send my sandals back to?

For UK mainland customers we do offer free returns but if you lose the postage label included in your original dispatch, we are regrettably not able to provide you with another. 

For all returns, please send the sandals (and shoe box) via a trackable postage service to:

Salt-Water UK
1 Thane Villas
G05 Regent Studios
London
N7 7PH

I missed the 28 day deadline for returns, what can I do?

Our returns policy states a 28 day window for returns but it is at our discretion to allow later returns on a case by case basis. Please contact us and we will see what we can do to help

I was bought a pair as a gift but I want to change them, what do I do?/ I brought a pair from another store and want to exchange/return them

We do require some proof of purchase so please contact the person who bought them for you and ask them for the order number quoted in their confirmation email. At the least please provide us with their name and contact details so we can search our webshop database for their sales record, as we can only accept returns that were bought from us. We can only offer returns and exchanges for (faulty) sandals purchased through our site. In order to return or exchange items purchased through one of our stockists, please contact them directly. In cases were stores cannot accommodate or have closed we will evaluate the fault and offer you a voucher to use on a new pair.

I brought a pair during a promotional sale - can I return/exchange them?

Salt-Water Sandals do not except returns/exchanges on any items brought during a promotion e.g Black Friday/Sample Sales etc. All items brought during these periods are non refundable and cannot be returned or exchanged unless proved faulty or if we have sent you the incorrect Sandal. Should there be an issue with your order placed during a promotional period please get in touch straight away and we will do our best to amend this for you. Please note that we can only cancel/amend orders if our warehouse will accommodate so we can not promise all requests will be carried out but we do promise to try our best.

How long does it take for my return to be processed?

For all sandals purchased directly through out website - Once the warehouse notifies us that your sandals (and shoe box) have been returned in good order we can start the refund process. We will not refund sandals that are marked in any way or not returned with the box in good condition. Please make sure you try them on a carpeted area and return the box inside suitable packaging. Following Consumer Contracts regulations you have the right to cancel and return your order within within 14 days but please note during busy periods the refund process can take up to 14 days.

My sandals are faulty – what do I do?

We’re very sorry if you’ve received a faulty pair. Please fill in the contact form and let us know what your fault is. Someone will then contact you with next steps. We can only offer returns and exchanges for (faulty) sandals purchased through our site. If you have purchased your sandals from another store or country, you will need to go back to the retailer and ask for their returns or exchange policy.

Can I cancel my order?

We are sorry you would like to cancel your order. As written in β€˜The Consumer Contracts Regulations 2013’ you have 14 calendar days from when you make your order / once you receive your order to cancel your order with us and we will issue you a full refund. Please be aware we will need a written confirmation of the cancellation (if you have already received the goods please notify us via the contact us form so that your return is processed as a cancellation and not a normal return). We will only accept cancelled orders that are returned to us in the original shoe box undamaged and the sandals unworn. It is your responsibility to ensure that the sandals are returned undamaged. In the event that it is damaged during transit we may send it back to you - this is at our discretion.

Stock Availability

If the item has sold out, the size will not appear as an option on the drop down selection / will be marked sold out. In busy periods items may sell out at the point of checkout i.e.: another customer bought the last pair just seconds before you (their payment transaction completed just before yours did etc) In this instance we will endeavour to contact you as soon as possible and offer an alternative.

Ordering / Issue with payment

Please make sure you provide us with both the billing address for the payment method you use (the address where your credit or debit card is registered to) as well as the correct delivery address as these can be different. We will not be able to process an order with an incorrect billing address. It is also very important to make sure the email & tel number you give us is correct as these will be used to inform you of your delivery, or used in the case of a problem. If you don't choose to add us to your contact list, Please check your spam folder for dispatch emails

POSTAGE INFORMATION

UK

In the UK we use a courier (door to door) service and do not offer regular mail. There must be someone at the address in normal working hours to receive the delivery. Sometimes a work address is a better option for this reason. We will deliver the package to the address but not person to person, so please guarantee a trusted person will be there to receive the package. Postage can take between 1-3 days

EUROPE

We offer several options for shipping to Europe – Express courier/Standard courier and where possible a tracked parcel rate. In all instances packages are trackable but some are quicker than others and these methods cost more. We offer a service for parcels up to 25kg, which we recommend for multiple purchases.

REST OF THE WORLD

We do not offer an express service to ROW as this would make the rates very high. We offer standard courier only. If your country is not showing on the list please contact us via the contact form.

TRACKING YOUR ORDER

Sign into your account and look under current orders where you will be able to view all open orders and their details. If you haven't created an account with us, please refer to your dispatch email and the tracking code therein

SHIPPING OVER PROMOTIONAL PERIODS

Due to the high volumes of orders during sale periods sometimes your sandals can take a little longer to get to you. We try to get them out as quickly as possible but if you are worried about your package please contact our customer services team and they will be able to provide an update.

If we have not answered your question here please fill out the contact form and we will get back to you as soon as we can