We always reply to all customers, usually within a few hours. If you have not had a reply from us or an order confirmation or tracking email for example something is wrong.If you do not have an email please check your spam or promotions folder, as sometimes our emails go into those folders and not your primary inbox.We send you an email as soon as you have placed your order, so you should receive it immediately after placing any order.We will also send an email once your order has shipped with its tracking number. Orders usually ship within 48 hours on weekdays (we do not ship orders on weekends).If there is a communication problem with email, you can also message us on Instagram or Facebook. You can find links for these on the footer of our website.You can also email me directly at will.green@wills-vegan-shoes.com if you need any help.

Don’t worry. We stand by our products and will always put things right if anything goes wrong. If you’re not happy with your purchase at any point, we will always refund, replace or try to repair. If you have a quality issue please let us know before you make a return, as you may not need to make a return.Please include a few photos of the quality issue in your message. This will help us work out the best course of action. We’re sorry for the hassle caused. We’ll put everything right quickly.

We are sorry you are having problems accessing your account. Don’t worry; we will have you up and running in no time so you can continue shopping.Firstly try resetting your password. To do this, follow the prompts on the website page where you log into your account.If you do not receive an email asking you to reset your password, please check your spam or promotions folder, as sometimes our emails go into those folders and not your primary inbox.If you still cannot log in and the email for the password reset is not coming through, please check you are on the correct website. We have four websites depending on which country you are located in. Click the "Change Store" button on the top left of any website page to change the website. You cannot access your account from another website, so make sure you select the right one.If you still cannot access your account, our website may have a technical issue.Don't worry. In this circumstance, we can still be of help:1. You can order on the website as a guest. Just select “Guest” at checkout. You don't need an account with us or to log in this way.2. We can let you know any account information you need. We can also make an order on your behalf. Just let us know what you want to order and where to send your delivery. We can send you a secure email you can use to pay for your purchase. Once you’ve made payment your order will be released and ship out to you.