Frequently Asked Questions (FAQs)
Table of Contents:
1. Common FAQs About inswalk. Fit, Feel & Freedom
The following FAQs are some of the common concerns inswalk customers have before purchasing. If you have any further questions, please send them to cs@inswalk.com.
1.1. Order and Payment Information
Question: "How do I place my order on your website?"
You can view the catalog on inswalk website. If you find something you'd like to purchase, please add it to your shopping cart and then proceed with the order and payment process.
Question: "How can I change or cancel my order?"
We can help you change or cancel your order BEFORE it ships. Once your package has been shipped, we cannot make any changes. Please contact inswalk customer service team via email: cs@inswalk.com. We will do inswalk best to provide you with excellent service.
Question: "How do I use a promotion/discount code?"
It's easy! Simply enter your promotion code in the discount field during checkout, select "Apply," and the discount will be applied to your order.
Question: "Can I use multiple discount codes at once?"
Yes! Multiple discount codes can be applied to one order (if combinable). *Some exclusions may apply.
Question: "My coupon code isn't working, why?"
If you have any issues with your coupon code, please contact us, as the code may no longer be valid or there may be restrictions on the code.
Question: "Payment options"
You can pay by credit card or via your PayPal account. We accept the following payment methods:
- PayPal
- Visa
- Mastercard
- Apple Pay
- American Express
- Etc.
Question: "Processing Times"
Orders are processed based on item availability and receipt of payment. During peak periods, product availability may change while your order is being processed.
Most orders placed Monday through Friday are processed and shipped within 1-3 business days.
Orders placed on Friday or weekends are processed on Monday and shipped within 1-3 business days. We are unable to ship on weekends and holidays. Orders placed during these times will be shipped the following business day.
Certain products may have longer processing times. Processing times can also be affected by the stock level of individual items, the time of year, holidays, etc. If your order contains highly popular items with out-of-stock issues, please allow 3-5 business days for processing and shipping.
Question: "Total Delivery Time"
inswalk estimated delivery dates are based on several factors, including the destination address, the shipping options you choose, how quickly we can assemble and prepare your items for shipment, weather, etc. You can calculate the estimated delivery date by taking the processing time for your order and adding the delivery time based on the shipping method you choose.
Total Delivery Time = Processing Time + Shipping Time
Processing time is the time from receiving your order to the physical shipment of the goods. After receiving your order, we conduct rigorous quality control and testing to ensure the quality of the product before shipping to your satisfaction. The total processing time varies depending on the complexity, design, and size of the specific product. Larger orders generally require more time. We typically need 1-3 business days to process your order. However, please note that processing time may also be affected by the inventory of individual items, the time of year, holidays, etc. If your order contains highly popular items with out-of-stock issues, it will take 7–15 business days to process and ship.
Delivery times are estimated and begin from the shipping date, not the order date. Delivery times may take longer than expected due to invalid addresses, customs clearance procedures, or other reasons.
Question: "Taxes"
inswalk customers do not have to pay any import duties, customs fees, or value-added tax (VAT).
1.2. Product Information and Care
Question: "How do I determine my shoe size?"
If you are unsure about your shoe size, you can measure your foot length. Since the foot is three-dimensional, please use any two-dimensional measuring tool, such as a ruler, to measure your foot length. Then refer to inswalk size chart for recommended foot length data and choose the right shoe for you. For more information, see here: Size Chart.
Question: "What size should I buy?"
Please check the size chart. We use the standard size, and it is accurate to the centimeter or inches.
Question: "How do I care for my shoes?"
- Wash by hand if possible;
- Do not use bleach;
- Avoid direct exposure to heat as this will cause faster wear;
- Lay flat or hang to dry.
Question: "How can the thin sole of inswalk protect inswalk feet?"
Yes, inswalk sole is thin, but strong enough to protect you from rocks, sharp objects, and other impacts on the ground.
Question: "Are inswalk environmentally friendly?"
Yes. Environmental protection is very important to us, and we do inswalk best to implement it in every step. We currently use a sustainable foam for inswalk insoles. And inswalk R&D department is working on more environmentally friendly solutions for raw materials, packaging, and delivery to make the world a greener place.
1.3. Shipping and Tracking
Question: "Delivery times"
United Kingdom (UK)
- Processing time: 1-3 business days
- Delivery time: 7-15 business days
- Shipping costs: Free
Other countries/regions
- Processing time: 1-3 business days
- Delivery time: 11-18 business days
- Shipping costs: £5.86
Delivery times depend on local stock availability.
Please note that delivery times do not include the standard processing time of 1-3 business days for order delivery.
Question: "Do you ship internationally?"
Yes, absolutely. We ship worldwide. For more information about international shipping, please contact inswalk customer service at cs@inswalk.com.
Question: "Change delivery address"
Normally, the delivery address cannot be changed. You can change your address by email to cs@inswalk.com before shipping.
Question: "How can I track my order?"
Once your order has shipped, you will receive an email notification with tracking information.
Your order may arrive in multiple shipments. You will receive a separate email notification for each shipment.
Question: "How do I know if my order has been delivered or not?"
Once your order has been shipped, you will receive an email with tracking information. Track your order using the provided link. If you have multiple shipments, you will receive separate email notifications. If you have trouble tracking your order, send an email with your order number to cs@inswalk.com.
Or, click the "TRACK ORDER" tab on inswalk website and enter the order number and email address you provided when placing your order. You will then see whether the order status is "Processing" or "Pending."
Question: "Why was my order split into two or more packages?"
We will ship your order in partial shipments under the following conditions:
- The items are located in different warehouses;
- Some items require additional preparation time;
- We have weight restrictions imposed by customs or courier services.
You will receive an email notification when each package is shipped.
Question: "My package shows as delivered, but I haven't received it. What should I do?"
First, check the area where the courier left the package. Also, ask your neighbors if the package was left at the wrong door. Also, look for notifications about a "delivery attempt," which means the courier tried to deliver the package but no one was home. If you still don't see anything, wait until the end of the next day, as some couriers' electronic systems can show the package as delivered even if it's still in transit. Still no luck? Call the courier with the tracking number for more information.
If the carrier can't offer a solution, please contact inswalk customer service team by email: cs@inswalk.com.
1.4. Returns, Exchanges, and Customer Service
Question: "How can I change or cancel an order?"
You have 24 hours to change your mind. You can change or cancel your order before it's processed through inswalk customer service team. If you miss this window, don't worry! inswalk return and refund policy guarantees you'll find the perfect fit. For order changes, we recommend placing a new order for timely delivery. Or email us at cs@inswalk.com to resolve the emergency.
Question: "Can I return my product?"
You may no longer want the item for some reason when you receive it. We understand and accept returns. Please email inswalk customer service team at: cs@inswalk.com.
Question: "How can I return or exchange a product?"
To request an exchange/return, please email inswalk customer service team at cs@inswalk.com. Please include your order number and the reason for the return. inswalk team will receive your request and respond within 1-2 business days with solutions and return instructions.
Question: "Why was my order canceled?"
If your order was canceled, please contact your financial institution to verify your payment method.
However, the shoes you purchased may be temporarily out of stock, and we will refund you directly.
If you still need assistance, please contact inswalk customer service team by email: cs@inswalk.com.
Question: "My package is missing. Can you help?"
We're sorry your item is missing. Please check your order confirmation for it and check your emails (including junk/spam emails) to see if you received an email stating that your order may arrive in more than one package. If you can't find it and the expected delivery date has already passed, please contact us via inswalk contact section and we'll resolve the issue for you.
Question: "Where is my refund?"
Once your return package is on its way back to inswalk warehouse, the return process has begun. Please provide us with your return information. After receiving and inspecting your return, we will notify you whether your return has been accepted or rejected. This process may take up to 2-5 business days from the date your return tracking shows "delivered." Please allow up to 7 business days for the refund to be processed to your original payment method.
Question: "Can I exchange my product for a new size?"
Yes. We recommend that you check your size using the size chart before placing an order. If you find that an item doesn't fit you upon receipt, please feel free to contact us. Email inswalk customer service team at: cs@inswalk.com.
Question: "What if my product is faulty?"
We apologize that you received a damaged item. Goods are considered faulty if they arrive damaged or if a manufacturing defect occurs within 30 days of receiving your order.
Please email a photo of the damaged product to inswalk customer service team at cs@inswalk.com with your details, and we will be happy to help you resolve the issue.
Please note that items damaged after 30 days from the order date are no longer considered faulty, but are considered to be due to normal wear and tear. Damaged items received more than 30 days ago cannot be returned or refunded.
Question: "Refunds"
You will be notified via email once your order is refunded.
If your return is accepted, your refund will be processed and applied to the original payment method.
Please note that credit card refunds may take up to 3-10 business days to appear in your bank account due to varying processing times between financial institutions.
Question: "Where is my refund?"
Once your return package is on its way back to inswalk warehouse, the return process has begun. Please provide us with your return information. After receiving and inspecting your return, we will notify you whether your return has been accepted or rejected. This process may take up to 2-5 business days from the date your return tracking shows "delivered." Please allow up to 7 business days for the refund to be processed to your original payment method.
Question: "Return Policy?"
inswalk guarantee ensures that you can return unused items in their original condition and packaging within 30 days for an exchange or immediate refund.
Products must be returned unworn, unwashed, in their original condition, and with all tags attached. Please include the original delivery note with your return.
We reserve the right to refuse returns that show signs of wear or do not meet the above criteria.
We cannot accept offline returns. Please contact inswalk customer service team by email first. Please do not go directly to the warehouse.
Instructions for shipping returned products can be found in the email you received after submitting your return request.
Question: "When will my card be charged?"
Shortly after your order is successfully placed.
Question: "How secure is my personal information?"
We adhere to the highest industry standards to protect your personal information when paying and shopping.
Your credit card information is encrypted during transmission using Secure Socket Layer (SSL) technology, which is widely used on the Internet for payment processing. Your credit card information is used only to process the requested transaction and is not stored thereafter.
Question: "Contact phone number?"
For speed reasons, we do not answer calls. Processing an email takes a few seconds or minutes, while an average call takes a few minutes.
To avoid taxes and to offer you the best prices, we only respond via email. Please be aware that we never ignore anyone and respond quickly. If in doubt, just try it.
Question: "Can I trust you? Is my data safe?"
inswalk website is completely secure and is hosted on an HTTPS server, ensuring your protection and the security of all your personal information.
Yes, we accept payments with Visa, Mastercard, and PayPal. These global market leaders would never allow us to continue inswalk business if we had a significant number of dissatisfied customers. inswalk online store is constantly monitored.
Can't find a satisfactory answer?
Contact support at: cs@inswalk.com