Ordering
Can I cancel or change my order after I have placed it?
In some cases we may be able to make changes to your order, for example if you want to change the size or color. Whether a change is possible depends on the current stock situation.
If you need to make a change, please call us on weekdays:
+358 50 3756337
Hours: 8:30–14:00
We provide customer service in Finnish, Swedish, and English.
In order for us to help you, please have the following information ready:
Your name
Your order number
If you want to cancel your order, please call us. Depending on how far your order has progressed in processing, we may still be able to cancel it. We send packages to the post several times per day.
It is not possible to add products to an existing order or replace a product in the order with another product.
How do I place an order?
Add the product or products you want to purchase to the shopping cart. Always make sure that you have selected the correct size and color before proceeding to checkout.
If you want to change the country, currency, or language, click “Choose language” next to the search field.
Price changes
We reserve the right to change prices. Regular prices, campaign prices, and discounted prices may change.
What if a product is out of stock?
If the product you want is out of stock, you can register to receive an email notification when it becomes available again.
Go to the product page, select the correct color and size, and enter your email address. You will receive a message when the product is available again.
What should I do if I received a product I did not order?
We are sorry that you received a product you did not order.
Please send an email to orders@widetoes.com with the subject line “Wrong product”.
Include the following information:
Name
Order number
A photo of the incorrectly delivered product (for example the shoe box showing the brand, model, color, and size)
Return the product to us and mark the reason for return on the return form as: Wrong product delivered.
Payment
What payment methods are available?
In our online store you can choose from the following payment methods:
Qliro
Debit card / Credit card
Online bank payment
MobilePay
Gift card
How can I receive an invoice for my order?
We only sell by invoice to companies.
If you are making a purchase on behalf of a company and want to pay by invoice, please send an email to orders@widetoes.com and include the following information:
Name of the product(s), color, size, quantity
Company name
Business ID number
Possible reference number or contact person
E-invoicing details
Company address
Contact person and phone number
A billing fee of 5 € will be charged.
How do I pay using online banking?
Select online banking as the payment method. You will then be redirected to your chosen bank’s website to confirm the payment, and the amount will be charged from your account.
Returns
What is the return policy?
You have the right to return products within 14 days from the moment you receive or pick up the product.
Physical products can be returned for a refund if they are in a condition that allows them to be resold. Shoes must not have been used outdoors and must include all tags and the original shoe box.
What should I do if I do not have a return shipping label?
Send us an email at orders@widetoes.com and include your first and last name, your order number, and that you would like a return shipping label.
If you have ordered Be Lenka or Barebarics products, some items may have been shipped directly from their warehouse and may not include return instructions in the package. In that case, send us an email at orders@widetoes.com with your name, order number, and a request for a return shipping label.
Please also include a note inside the return package with your name and order number.
If your order arrived in multiple packages, you may return the products together in one package.
For orders to Norway: Returns are not free. The customer is responsible for return shipping costs.
Can I return products from different orders in the same package?
Yes, you can send them back in the same package.
Include the packing lists from both orders in the return package, or write both order numbers and your name on a note and place it inside the package.
Please note that the return period is 14 days from the time you received the notification that your order was ready for pickup.
Can I exchange a product?
Unfortunately, we do not offer exchanges. If you want to change the size, color, or product, you must place a new order.
How will I receive my refund?
The refund will be issued to the same payment method you used when placing the order.
When will I receive my refund?
We aim to process your return within one week after your return package has arrived and the returned products have been inspected.
What if my product is damaged or defective?
We are sorry that the product you ordered is damaged or defective.
Please fill out our complaint form and provide all the necessary information so that we can resolve the issue as quickly as possible.
Note: This only applies to defective or damaged products. If you received the wrong product, please send an email to orders@widetoes.com.
What should I do if I received a product I did not order?
We apologize if you received the wrong product. If you accidentally received the wrong product, please send us an email at orders@widetoes.com with your order details and a photo of the incorrectly delivered product.
Delivery
Where is my order?
Open the confirmation email you received after placing your order and click “Track order progress”.
How are “Available from supplier” products delivered?
Be Lenka and Barebarics products that are out of stock in our warehouse may still be available directly from the supplier. Products marked “Available from supplier” are shipped directly to you from the supplier. Please read the return instructions for these products separately.
Why was my order sent in two separate packages?
If your order includes products shipped from our warehouse as well as products shipped directly from the supplier, the supplier items will arrive separately.
We also have warehouses in Sweden and Finland. If you order multiple products, they may sometimes be shipped separately if they are located in different warehouses.
Can my package be delivered to a pickup point or parcel locker?
Yes. When placing your order you can choose your preferred pickup point or parcel locker.
We cannot guarantee that there will be space at your selected pickup point. If it is full, your package will be delivered to the nearest available pickup point.
What should I do if my package arrives damaged?
Always inspect your package when you receive or pick it up.
If the outer packaging is damaged or open and there is staff at the pickup point, inform them and take a photo of the damaged package.
If only the package is damaged but the products are intact, you do not need to do anything.
If the package is damaged but the products are fine and you wish to return something, you may use other packaging materials for the return. Use the return form included in the package. When using our return label, the return is free.
If you do not have a return form, please follow the instructions on our website.
My package was returned to the sender. What should I do?
If you do not pick up your package in time, a delivery fee of 5.90 € will be charged. After that you will need to place a new order.
To which countries does Widetoes deliver?
We deliver to all EU countries and to Norway.
Note: Orders to Norway do not include free returns. The customer is responsible for all return costs and possible customs fees.
Do you deliver to Åland?
Computer: Yes, we also deliver to Åland. Click the “Choose language” button on our website and select Åland as the country. You will then see product prices without VAT.
Mobile: Click the three lines in the upper left corner and select “Choose language”. Select Åland as the country to see prices without VAT.
Size selection
How do I find the right size or fit?
Different brands and models have different size charts, measurements, and fits. Therefore you should always check the size chart for the specific model.
Use the “Filter” function to remove models that do not match your selected criteria. This helps you find suitable models more easily.
You can also contact our customer service at info@widetoes.com and we will help you find the right model and size.
