What is my Salt-Water size?
We like to make it as clear as possible on the product pages, as Salt Water sizing differs from standard sizing. On the specific product drop downs we include Saltie sizes plus an options to correspond with your EU size, UK size and US size – just choose which you are most comfortable with!
How do I work out what Salt-Water or Sun-Size size to buy my child?
We like to make it as clear as possible on the product pages, as Salt Water sizing differs from standard sizing. On the specific product drop downs we include Saltie sizes plus an option to correspond with your EU size, UK size and US size – just choose which you are most comfortable with!
We also offer a handy sizing calculator to help you figure out your childs size using the CM length of their foot. Please make sure to measure from the middle of the heel to the highest point of the foot. Add this to the calculator on the shoe you are looking at and we will work out your size!
How do I care for my Salt-Water Sandals?
Please do not use a leather protector or any kind of leather brush on Salt-Water or Sun-San Sandals.
All Salt-Water and Sun-San products have a water-proof sealant on them and using a leather protector, brush or cloth can erode the sealant.
To care for and keep your sandals looking fresh simply hand-wash them with a gentle detergent and cool water and leave to air dry.
Salt-Water Sandals offer a 12 month quality guarantee. Should you find a fault with your sandals within 12 months we ask you to contact us via our online enquiries form so we can access the fault/issue and find the best solution.
I am having issues with ordering / issues with payment, what shall I do?
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. We will not be able to process an order with an incorrect billing address. It is also very important to make sure the email & phone 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 despatch emails.
The sandal/size I am looking to purchase is not showing, where is it?
If the item has sold out, the size will not appear as an option on the drop down selection or it will be marked as sold out.
If an item you were expecting does not appear on the website we have sold out in all sizes.
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.
Can I cancel my order?
We offer 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 your sandals 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 completely 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.
Can I change my order after I have received my order confirmation?
You can attempt to amend your order with us by contacting us but you will need to contact us before 8AM the following day – this is the time that all orders are sent to our warehouse.
Once your order has reached the warehouse it cannot be amended.
Please be aware that we will try our upmost to follow up on all change requests, but we cannot honour all requests due to high volumes of enquiries and/or stock restrictions.
Please note, we can only make changes that do not increase the value of your order.
Can I add an item to my order?
Unfortunately, we cannot add items to orders once payment has been processed.
If you require another pair you would need to place a new order.
If you place a second order the same day and contact us to let us know both order numbers, we will do our best to ensure they are despatched together so that we can refund you any additional postage costs incurred.
Can I order over the phone?
We cannot take/place orders over the telephone. You must order through our website. If you are having difficulty ordering please call us/Contact Us and we will do our best to help.
I’ve lost my returns form – where do I send my sandals back to?
If you’re looking to return a pair of sandals purchased from our webstore, please fill out the form you received with your order including the order number reference and send it via a recorded delivery service back to us following the instructions. If you cannot find this form then please write down as much order information as possible on a piece of paper (full name/email address/order number/items to return) and you can send it via a recorded delivery service of your choice to:
Salt-Water Sandals EU SASU
c/o ITG Global Logistics b.v.
Van Weerden Poelmanweg 10
3088 EB Rotterdam
Please note that all returns must be returned in the original shoe box with external packaging. If your return is received with a damaged shoe box, you will have a €5.00 deduction on your refund to cover the costs of repackaging.
We cannot accept responsibility/reimburse for any lost or damaged items so please do use a trackable service and keep your proof of postage.
I want to exchange my sandals, what do I do?
We unfortunately do not offer exchanges on any purchases unless faulty. We ask that you return the sandals and purchase again.
If you have received a faulty pair, please Contact Us and we will look into this for you.
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?
As per above, we do not offer exchanges on any orders unless faulty.
In terms of pairs bought as a gift that may need to be returned due to an issue/fault, we require proof of purchase so we ask that you please contact the person who bought them for you and ask them for the order number quoted in their confirmation email.
If they cannot find this, please provide us with their name and/or contact details so we can try and find the order for you.
I bought a pair from another store and want to exchange/return them?
We do not offer returns/issue refunds or exchanges for any sandals not brought directly from our E Commerce site (www.salt-watersandals.com).
Your sales agreement is with the store/stockist you purchased from.
You must contact the store/stockist you originally purchased the sandals from and they will be able to assist.
If the store/stockist cannot accommodate we will need written proof and we may be able to offer some sort of voucher to use on our site. This is at our discretion.
I brought a pair during a promotional sale - can I return/exchange them?
Please see SALES AND PROMOTIONS.
How long does it take for my return to be processed?
For all sandals purchased directly through our 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 14 days, but please note during busy periods the refund process can take up to 14 days.
You will receive an email confirmation once we receive your sandals at our warehouse and another email once we have actioned your refund. You will then receive your refund into your account between 1-5 working days, dependant on your banks policy.
Sales and promotions
Can I return products bought in a sale or over a promotional period?
Yes, we allow customers to return products bought from our E Commerce site over a promotional period, but please note we do not offer exchanges, free returns and we cannot cancel/change orders during the promotional or sale period.
To return any sandals brought over a promotional or sale period will be at your own cost so be sure to double check before buying!
Should you receive a Sandal with an issue/fault 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 at 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.
My sandals appear faulty – what do I do?
We’re very sorry if you’ve received a faulty pair.
Please fill in the contact form, letting us know what your fault is in as much detail as possible and attaching any images that will help us see and assess the fault. 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.
Postage and Shipping
Across the EU we offer a range of services including Standard Delivery, Express Delivery, Free Delivery* and Free Delivery over €100.00*
*only available in applicable countries.
For special delivery inc Express, we offer a door-to-door service (not regular mail) and 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.
We ask that all special delivery is ordered pre 11am for same day despatch.
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.
For regular mail, postage can take between 2-5 days and costs will be worked out at checkouts dependant on postcode/address/weight/dims.
For a breakdown of services and costs see our ‘Delivery’ page.
How do I track my 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 despatch email and the tracking code therein.
My order seems to be on its way back to Salt-Water Sandals and I never received it?
For all orders, if your package is unclaimed and returned back to us, we may refund the amount of the products, but the shipping cost will not be refunded. In terms of resending the products or refunding – this is at our discretion.
We do not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery back to us.
My order tracking shows as delivered, but I haven’t received it.
If the courier service is not helping you then please contact us immediately and we will process a claim with the courier.
Unfortunately, we are unable to issue a refund or send a replacement order until the courier has completed their investigation.
What about 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 then please fill out the form on the Contact Us page and we will get back to you as soon as we can.