1. Payment & Orders

Which payment methods do you accept?
We offer a variety of secure payment options for your convenience. You can complete your purchase using major credit and debit cards, including Visa, Mastercard, and American Express.

Can I cancel or change my order?
Yes. We offer a 24-hour window following order placement during which you may cancel your order for a full, ensuring cancellation occurs before our bespoke production cycle begins. As our footwear accessories are created to individual specifications, please contact us at oblique@woolinsole.com within this period to initiate a cancellation.

2. Shipping & Delivery

What is the expected timeframe for my order?
Each item undergoes a specialised production cycle of 3 business days. Once prepared, we partner with premium carriers such as DHL, FedEx, and UPS Priority to facilitate delivery. Transit to the European region typically takes 7 to 10 business days.

How can I track my parcel?
Every parcel is dispatched directly from our Singapore-based manufacturing facility. Your tracking number will reflect an initial scan at our local logistics hub before transit to Europe.Transparency is key to our service. You will receive automated status updates via email at every critical milestone, including:

  • When your order is dispatched.
  • When the parcel reaches European customs.
  • When the item is out for local delivery.

Will I have to pay import duties or taxes?
No. We operate on a Delivered Duty Paid (DDP) basis for all European orders. FOOT KAKI PTE. LTD. manages all customs formalities and settles all applicable taxes and duties. You will receive an email confirmation once your items have cleared customs. In the unlikely event that you are incorrectly charged any additional fees at delivery, please contact us immediately with a copy of your receipt for a full reimbursement of those costs.

What happens if my delivery is delayed or lost?
While we strive for timely arrival, unforeseen circumstances may occasionally cause delays. We allow a maximum buffer of 7 business days beyond the estimated delivery date for such instances. If your order has not arrived after this buffer period, please contact us. We will conduct a formal investigation with the carrier; if the parcel is confirmed as lost, we will issue a full refund or a replacement at no further cost to you.A tracking number is provided for every order to ensure full visibility during this period.

3. Personalised Content & Intellectual Property

How do you review customisation requests?
Every order is subject to a manual review by our team within 2 business day. Our process is as follows:

  • Initial Review: Following payment, we assess the submission for compliance with intellectual property standards.
  • Resolution: If the content appears unauthorised or infringing, we will cancel the order, issue a full refund, and notify you via email.
  • Confirmation: If the content is compliant, we will confirm the order and commence production.
    We reserve the right to request proof of authorisation for any submission and may decline orders that do not meet our compliance standards.If you have specific rights to a brand or logo you wish to use, please forward the authorisation documents to us concurrently with your order to expedite the review process.
4. Returns & Refunds

What is your return policy for the European region?
Under Article 16(c) of the EU Consumer Rights Directive, the standard 14-day “right of withdrawal” (no-reason return) does not apply to goods made to a consumer’s specifications or clearly personalised items.
However, we maintain a comprehensive quality commitment. Although we do not accept returns for a change of mind, we take full responsibility for our production standards.

What if there is a defect or an error with my order?
If you receive an item that features even a minor manufacturing flaw, damage, or a clear printing error, we will rectify the situation immediately. You do not need to return the item. Simply email us at oblique@woolinsole.com with photographic evidence of the issue. Upon verification, we will provide a full refund or a complimentary replacement.