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Refund policy

Return Policy

We want you to love every product you buy from us, and we're here to make returns as easy as possible. If something's not right, you'll find everything you need below about our return process and our guidelines for exchanges and refunds.


This policy applies to orders shipped to Sweden, the EU, Norway, Switzerland, the UK, the USA, Canada, and other international markets. Rules that vary by market are listed under "By market" within each section.

 

Return window

You have 30 days from the day you receive your order to register a return in our return portal. This applies to all markets.


Condition of the shoes

Try them indoors on a clean floor. A few minutes of walking around indoors is fine. Shoes need to come back unused, in original condition, and in the original box.


If the shoes show visible wear, sole scuffs, creases, marks, or any signs of outdoor use, we reserve the right to refuse the return. If you're unsure whether your pair still counts as unused, email support@wydefootwear.com before sending them back and we'll take a look.


Keep the original packaging until you've decided.

 

How to start a return or exchange

  1. Go to our return portal: wydefootwear.com/pages/return-portal

  2. Enter your email and order number

  3. Pick "Exchange" for a different size, or "Return" for a refund

  4. Follow the instructions you receive by email


Return shipping and fees

Universal rule

We provide a prepaid return label for orders within Sweden, the EU, and the USA. In all other markets, you arrange and pay for return shipping yourself. We'll email you the return address and any customs information you need.


Size exchanges are completely free in Sweden, the EU, and the USA. In Norway, Switzerland, the UK, and Canada, we don't offer direct exchanges — place a new order in the size you want and register the original as a return.

By market

Sweden


  • Prepaid label: yes. We email a PostNord QR code. Take it to any PostNord service point and they'll scan it and print the label, so you don't need a printer.

  • Refund fee: 100 SEK deducted from your refund (covers the prepaid label and warehouse handling).

  • Size exchanges: free.


EU


  • Prepaid label: yes. We email it to you with instructions.

  • Refund fee: €10 deducted from your refund (covers the prepaid label and warehouse handling).

  • Size exchanges: free.


USA


  • Prepaid label: yes. We email it to you with instructions.

  • Refund fee: at-cost shipping deducted from your refund (around $10).

  • Size exchanges: free.


Norway


  • Prepaid label: no. You arrange return shipping back to our warehouse in Sweden and pay for it.

  • Refund fee: none from us, but you cover return shipping. If any unpaid customs charges get billed back to us at the border, that amount will be deducted from your refund.

  • Size exchanges: not available directly. Place a new order in the size you want and register the original as a return. Your new pair starts shipping immediately.


Switzerland


  • Prepaid label: no. You arrange return shipping back to our warehouse in Sweden and pay for it. Ask your local carrier or shipping point for the exact instructions, so your return clears customs without delay.

  • Refund fee: none from us, but you cover return shipping. If any unpaid customs charges get billed back to us at the border, that amount will be deducted from your refund.

  • Size exchanges: not available directly. Place a new order in the size you want and register the original as a return.


UK


  • Prepaid label: no. You arrange return shipping yourself (Royal Mail or UPS work well) and pay for it. Ask your local carrier or shipping point for the exact instructions, so your return clears customs without delay. You should normally be able to reclaim the import duties you paid via gov.uk.

  • Refund fee: none from us, but you cover return shipping. If any unpaid customs charges get billed back to us at the border, that amount will be deducted from your refund.

  • Size exchanges: not available directly. Place a new order in the size you want and register the original as a return.


Canada


  • Prepaid label: no. You arrange return shipping back to our warehouse in DeKalb, Illinois and pay for it. We'll email you the return address and customs declaration info.

  • Refund fee: none from us, but you cover return shipping. If any unpaid customs charges get billed back to us at the border, that amount will be deducted from your refund.

  • Size exchanges: not available directly. Place a new order in the size you want and register the original as a return.


Other international markets


  • Prepaid label: no. You arrange and pay for return shipping. We'll email you the return address.

  • Refund fee: none from us, but you cover return shipping and any border charges.

  • Size exchanges: place a new order and register the original as a return.


 

Refunds

Once your return reaches our warehouse, we inspect it and process the refund within 3 to 5 business days. In Sweden during high season this may take up to 14 business days. The refund goes back to your original payment method. Your bank may take a few extra days to show it.


What's deducted from your refund:


  • Original outbound shipping (if you paid for it) isn't refunded.

  • Where a return fee applies in your market, that's deducted. See "Return shipping and fees" above.

  • For markets where you cover return shipping, any unpaid border charges that get billed back to us will also be deducted.


 

Exchanges

Markets with free direct exchanges (Sweden, EU, USA)

Register the exchange in our portal, send the original pair back with the prepaid label, and we ship the new size as soon as your return arrives.


If the new size is out of stock when your return reaches us, we'll contact you. You can:


  • Wait for restock (we'll reserve your size)

  • Switch to a different colour or model

  • Get a refund


Want to change colour or model rather than size? Place a new order and register the original as a return.

Markets without direct exchanges (Norway, Switzerland, UK, Canada, other international)

We can't generate prepaid labels for your market, so we don't offer direct size exchanges. The fastest way:


  1. Place a new order in the size you want

  2. Register the original as a return and ship it back yourself


Your new pair starts shipping immediately.


 

Damaged shoes or wrong item

Email support@wydefootwear.com as soon as possible with your order number, clear photos in good lighting, and a detailed explanation of the issue.


 

Unclaimed packages

If a package isn't collected and comes back to us, we can resend it (you cover the new shipping) or refund it. If we refund, we reserve the right to deduct any costs we incur (return shipping, customs, warehouse handling) from the refund.


 

What can't be returned

For hygiene reasons, some items have limited or no return eligibility:


  • Toe separators cannot be returned at all, whether the packaging is opened or not.

  • Anatomic Socks can be returned only if they are unworn and still sealed in their original packaging.

  • Insoles cannot be returned once they have been used.


All other items are fine to return as long as they come back unused and in their original packaging.


 

Warranty

The warranty covers manufacturing defects and material faults under normal use. It doesn't cover normal wear and tear, damage from misuse, or shoes used outside their intended purpose (for example sneakers used on rough trails or in industrial settings).


To make a claim: email support@wydefootwear.com with your order number, photos of the issue, and a short description of when and how it appeared. We respond within 1 to 2 business days. If it's a covered defect we'll send a replacement or refund.

Warranty period by market

  • Sweden: 3 years under the Swedish Consumer Sales Act (konsumentköplagen).

  • EU: 2 years under EU consumer law (statutory).

  • Norway: 5 years under Forbrukerkjøpsloven for goods meant to last significantly longer than 2 years. Shoes qualify.

  • Switzerland: 2 years from delivery.

  • UK: 3-year Wyde brand warranty, plus your statutory rights under the Consumer Rights Act 2015.

  • USA: 2-year Wyde brand warranty.

  • Canada: 2-year Wyde brand warranty.

  • Other international markets: 2-year Wyde brand warranty.


 

Dispute resolution

We'll do our best to make it right. If we can't agree, you have local options:


  • Sweden: Allmänna reklamationsnämnden (ARN) at arn.se, or the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

  • EU: The EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

  • Norway: Forbrukertilsynet at forbrukertilsynet.no.

  • Switzerland: Your local consumer protection authority.

  • UK: Citizens Advice or your local Trading Standards office.

  • USA: The Better Business Bureau or your state's consumer protection office.

  • Canada: The Canadian Consumer Affairs office or your provincial consumer protection authority.


 

Still need help?

support@wydefootwear.com


We typically respond within 1 to 2 business days. For pre-purchase questions about whether our shoes will work for your feet (hallux valgus, narrow heels, plantar fasciitis, and so on), email us. Our team are licensed physiotherapists or foot function specialists and can give specific advice for your foot.