365 Day Returns Policy For All Wellies
Free Delivery On All Orders Over £100
Free Next Day Delivery for Selected Wellies
365 Day Returns Policy
for peace of mind
Free Delivery On Orders
over £100
Free Next Day Delivery
on selected wellies

Can I place an order over the phone?

Currently we don't have the facility to take payment over the phone. All orders can be placed quickly and safely through the website.

Why do I have to use Paypal to order?

Paypal is a quick, easy and secure method of Payment. You do not need a Paypal account to use Paypal and it's easy to enter your card details on Paypal as normal.

Paypal ensures that your payment details are protected. No card details are held on the Quality Wellies website.

Are my payment details secure?

Yes. We use Paypal to process payments. Paypal is quick easy and secure. No payment information is stored on the Quality Wellies Website.

You can read more about Paypal and it's security at https://www.paypal.com/uk/webapps/mpp/how-paypal-works.

My order has not arrived.

In most cases the next working day after placing an order you should receive an email with information on how to track your order. If you think your order is late then the first thing to do is track your order on the courier website.

If you are unable to do this or the tracking information does not help then please contact us at info@qualitywellies.co.uk with your order number. We will then investigate for you.

In the unlikely event that the courier loses your order we will send you a replacement. If it is not possible to send a replacement (for example the product may be out of stock) then we will offer you the choice of waiting for the product to come back into stock, receiving an alternative or getting a full refund.

I have not received a confirmation email for my order.

Please check your junk email folder. If the confirmation email can still not be found check to see if you have a confirmation of payment email from Paypal. Provided you at least have the Paypal email then we will have received your order. If you are still unsure please contact us as info@qualitywellies.co.uk and we can check for you.

Can I cancel my order?

Once your order has been shipped it cannot be cancelled. At this point you will need to return the order to us once it has arrived and we will issue a full refund provided the return conforms with our returns policy. If you contact us before your order ships then we can usually cancel the order for you and issue a refund.

Can I amend my order?

Once your order has been shipped it cannot be changed. If you contact us before your order ships then we can usually amend the order provided the amendment is possible.

When will my order be despatched?

Orders are dispatched the next working day.

Can I track my order?

The majority of our orders can be tracked. Check individual product details for information on which can. On the day of despatch you will receive an email from the courier with tracking information.

How do I return my order?

Please refer to our Returns process by clicking "Returns" at the top of this page.

Can I return a product outside of the 365 day period?

If you are outside of the 365 days return period but would like to return your boots please contact us. Returns outside of the 28 days may be subject to a 15% handling charge. Usually if you are a few days over then we are happy to accept the return as normal.

Can you deliver outside of the UK?

Currently we cannot deliver outside of the UK. We cannot deliver to the Channel Islands.

How do I exchange an item?

To exchange an item the simplest process is to return the old item for a refund and then purchase a new item fresh from the website.

If you would prefer to do a direct exchange please contact us at returns@qualitywellies.co.uk and we will help you with the exchange.

I won't be at home to receive my order.

If you are not home to receive your order the courier will attempt delivery. They will either leave with a neighbour or leave you a calling card. You can then rearrange delivery by following the instructions on the calling card.

What happens if I order to the wrong address?

If you order to the wrong address then you can contact us and ask us to change it to the correct address. If your order has already been sent then you will need to contact the courier using your tracking details and arrange for them to re-deliver. We will help you with this if needed but ask that you try yourself first. If there is a charge from the courier to re-direct then you will be responsible for this charge. If you refuse to pay the charge and the boots are returned to us then we will refund you for the boots minus the courier charge for returning the boots.

What happens if the courier can't deliver my order and returns it to you?

If this is our fault or the fault of the courier then of course we will re-arrange delivery for you. If this is your fault i.e. you forget to collect your boots from the post office or you ordered to an address but were unable to meet the courier then we will either refund you for the boots minus the courier charge for returning to sender or we will provide you with a link allowing you to pay for shipping so we can send the boots back to you.