At woolinsole, operated by FOOT KAKI PTE. LTD., we are dedicated to providing premium footwear accessories tailored to your individual specifications. As our products are created on an individualised basis, our refund and return procedures are governed by the following terms.
- Order Cancellation and Immediate Refunds
We offer an unconditional, pre-production cancellation window to ensure our customers are satisfied with their purchase decisions.
24-Hour Window: You may request a full refund for any reason within 24 hours of placing your order.Once a refund is approved, it will be processed within 5-10 business days, depending on your banking institution.
Process: To cancel, please contact us at oblique@woolinsole.com. Refunds will be issued to the original payment method.
- Bespoke Production and Quality Commitment
In accordance with 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 the consumer’s specifications or clearly personalised items.Additionally, due to the nature of footwear accessories and personal hygiene standards, items that have been removed from their original packaging cannot be returned.
However, we provide a comprehensive Quality Commitment. While we do not support returns for a change of mind due to the individualised nature of the items, we take full responsibility for our production standards.
Eligibility: If you receive an item with manufacturing defects, damage, or printing errors, you are eligible for a full refund or a complimentary replacement.
Evidence: Simply provide photographic evidence of the issue via email. You are not required to return the damaged item.
Resolution: Upon verification, we will process your refund or dispatch a replacement immediately.
- Shipping and Delivery Integrity
All items are dispatched directly from our own Singapore-based production facility, ensuring centralized quality control.We manage the entire fulfilment process through our logistics partners (DHL, FedEx, and UPS Priority) to ensure efficient transit to the European region.
DDP (Delivered Duty Paid): FOOT KAKI PTE. LTD. assumes responsibility for all import formalities and settled taxes. Customers are not responsible for customs fees. If you are incorrectly charged by local authorities, provide us with the receipt, and we will reimburse these costs in full.
Timeline: Production requires 3 business days, and shipping typically takes 7 to 10 business days.
Delivery Buffer: In cases of unforeseen logistical anomalies, a maximum buffer of 7 business days is implemented.
Loss Policy: If an order exceeds the buffer period, we will initiate a formal investigation. If the parcel is confirmed as lost, a Full refund or a complimentary replacement will be issued.
- Intellectual Property Review Process
To maintain legal standards, we implement a proactive manual review of all personalised content.
Review Milestone: Every order is reviewed within 2 business days for compliance with intellectual property laws.
Infringement Policy: We strictly prohibit the use of unauthorised commercial logos or copyrighted material. If a submission is found to be in violation, the order will be cancelled, and a full refund will be issued to your original payment method .
Customer Responsibility: Customers must affirm during checkout that they hold the legal rights to the provided content.
- Returns Address
In the rare event of an authorized return, the customer is responsible for the return shipping costs to our Singapore facility, unless the return is due to a verified manufacturing error.In specific instances where a return is authorised by our support team, items should be sent to our regional facility:
Return Centre:
50 East Coast Road, #01-32/33 Roxy Square 1, Singapore 428769.
Phone：+65 83326633
Email：oblique@woolinsole.com