Exchanges
Free exchanges in Finland, Sweden and Denmark
Customers in Finland, Sweden and Denmark can exchange an item free of charge for another size or colour of the same model.
Each paid order includes one (1) free exchange.
How to make an exchange:
- Log in under “My Account” using the same email address you used when placing your order. If you do not already have an account, you first need to register using the same email address. Your order is already linked to the email address used for the purchase.
- Select the item you would like to exchange and register the exchange for another size or colour of the same model.
- Follow the return instructions shown when you register your exchange.
- Send the item back to us. We will send the new item once your return has arrived and been processed.
Please note that only one free exchange can be registered per paid order.
Exchanges from other countries
We currently only offer free exchanges to customers in Finland, Sweden and Denmark.
If you would like a different product, size or colour, you can return the item according to our return instructions and place a new order in our online store. Your returned items will be refunded once your return has been processed.
Returns
You have a 14-day right of return from the day you receive or collect your parcel.
We aim to process returns within approximately one week of receiving them. Your refund will be issued when your return is processed.
Handling fee: A return costs more than just the return shipping
A return involves costs for both transportation and handling – including receiving the parcel, inspecting the product and preparing it so that it can be sold again.
The handling fee therefore covers only part of the actual cost of a return. We cover the rest.
At the same time, we want to reduce unnecessary shipping – both for the environment and for your wallet. We therefore recommend that you always measure your feet and check the size chart on the product page before ordering.
Our size charts are based on the actual measurements of the shoes, and sizing and fit can vary between different models and brands.
If the size still isn't quite right, we offer customers in Finland, Sweden and Denmark one free exchange for another size or colour of the same model per paid order.
Return handling fee
- Sweden: SEK 54
- Denmark: DKK 39
- Finland: €4.90
- Other EU countries: €7.90 per return
The handling fee will be deducted from the amount refunded for the returned items.
Norway, Switzerland, USA and the United Kingdom: The customer is responsible for arranging and paying for the return shipping.
The package should be returned to our address in Finland:
Widetoes Ab Oy
Rådhusgatan 6
68600 Jakobstad
Finland
Phone number. +358 50 3756337
How to make a return
Returns from Finland, Sweden and Denmark must always be registered in our returns portal before being sent back. This helps us identify and track your return, ensuring that it reaches the correct warehouse and can be processed as quickly as possible.
Log in under “My Account” using the same email address you used when placing your order. If you do not already have an account, you first need to register using the same email address. Your order is already linked to the email address used for the purchase.
For all returns, your name must be clearly included inside the parcel so that we can identify who the return belongs to when it arrives.
Finland
- Register your return in the returns portal according to the instructions above.
- Include your name and order number inside the parcel. You can also include the packing slip if it contains your details.
- Write the return code 673309 on the parcel and take it to your nearest Posti service point.
Remember to remove the original shipping label from the parcel.
If there is another return label inside your parcel, we still recommend using Posti's return code 673309. This usually allows us to receive and process your return more quickly.
Sweden and Denmark
- Register your return in the returns portal according to the instructions above.
- Follow the return instructions in the portal and use the return label provided for your return.
If the return label is missing or you have trouble registering your return, email us at orders@widetoes.com and include your name and order number. We will be happy to help.
IMPORTANT! Always use the shipping carrier specified on the return label. If the parcel is handed over to a different carrier, we cannot guarantee that your return will reach us.
Other EU countries
Email us at orders@widetoes.com with your name and order number to receive return instructions and, where applicable, a return label.
Norway, Switzerland, USA and the United Kingdom
You are responsible for arranging and paying for the return shipping.
Please make sure your name is clearly included inside the parcel so that we can identify your return when it arrives.
Returns should be sent to our warehouse in Finland:
Widetoes Ab Oy
Rådhusgatan 6
68600 Jakobstad
Finland
Phone number. +358 50 3756337
Return requirements
- The return must be made within 14 days of receiving or collecting your parcel.
- The product must be in new condition and suitable for resale.
- All tags and the original packaging/shoe box must be included and intact.
- Shoes may only be tried on indoors and must not have been worn outdoors.
- Opened packages of accessories such as insoles, socks, shoelaces, toe spacers and shoe care products cannot be returned.
- Always use outer packaging when returning shoes. Do not write on or attach tape directly to the original shoe box.
IMPORTANT! If you write on or attach tape directly to the original shoe box, a fee of €5.90 / SEK 59 will be charged.
If you are returning several products, they must be sent back at the same time and in the same parcel, even if the products were originally delivered in separate shipments.
Refunds
We aim to process your return within approximately one week of receiving it.
Once your return has been processed, the refund will be issued using the same payment method used for the original purchase. Any applicable handling fee will be deducted from the refund.
If you paid via Stripe or Paytrail, for example by card or online banking, it may take 5–10 business days for the funds to appear in your account after the refund has been issued.
Your order and shipping
Your new favourite shoes are shipped with Bring, Posten, Matkahuolto, DHL, GLS or UPS.
Orders normally arrive within 1-7 business days, unless otherwise stated. You will receive tracking information by email and/or text message so you can follow your parcel's journey.
Shipping costs apply and start from €3.90 or SEK 59.
Warehouses in Finland and Sweden
We have warehouses in both Finland and Sweden. Whenever possible, we ship orders for Swedish customers from Sweden and orders for Finnish customers from Finland.
Sometimes the product you've ordered is only available at our other warehouse. In that case, we'll ship it from there instead so that you can receive your shoes as quickly as possible.
Orders shipped between Finland and Sweden are normally delivered within approximately one week. Tracking information is usually updated once the parcel has arrived in the destination country.
If you order several products, your order may be split and shipped from both warehouses. In this case, two shipping charges may apply because the parcels are being sent from different countries. This will always be shown at checkout before you pay.
Our Finnish warehouse is located in the same premises as our physical store. This means that shoes may have been tried on in the store, but they are not used.
Pickup point and shipping carrier
You can select your preferred pickup point at checkout.
Shipping carriers such as Posti, Matkahuolto, Bring, GLS and DHL reserve the right to redirect your parcel to another pickup point if your selected location is full, the parcel is too large or for other logistical reasons.
Åland
Can I order VAT-free to Åland?
Yes, you can place a VAT-free order to Åland.
Click “Language / Currency” and select Åland as the country. Prices will then be displayed without VAT.
Please note that Åland must be selected as the country at checkout when the order is placed for prices to be displayed without VAT. If Åland was not selected at the time of purchase, unfortunately we cannot adjust or refund the VAT afterwards.
Orders placed VAT-free for delivery to Åland cannot be picked up at our physical store in Jakobstad and must be delivered to Åland.
Store pickup
Would you like to collect your order from our store in Jakobstad? Select “Store pickup” at checkout.
Please note that store pickup orders are not shipped. They will be waiting for you at our store.
Uncollected parcels
If a parcel is not collected and is therefore returned to us, an additional shipping charge will apply. This cost will be deducted from the amount refunded.
Claims
If there is a fault or defect with an item, please contact Widetoes Oy Ab in writing within a reasonable period after discovering the issue.
You can find the link to our claims form at the bottom of our website.
Have you received the wrong product? You do not need to submit a claim. Instead, email us at orders@widetoes.com and we'll help you.
Contact
Questions about your order:
orders@widetoes.com
Other questions:
info@widetoes.com
Phone: +358 50 375 6337
Urgent enquiries: weekdays 9:00–15:00
Thank you for letting us take care of your feet!
/ The Widetoes team
