Pre-Order, Deposit and Cancellation Policy

Pre-orders, deposits and cancellations

A pre-order is an order for boots that are not in stock when you order and that we will make or obtain for you. You pay a deposit when you order and we invoice you for the balance when your boots are ready to leave our workshop. The deposit is part payment of the price, not a separate charge, and we do not despatch until the balance is paid.

When your boots will be ready

The product page states a despatch window in weeks, measured from the day you order. For the Black Beauty pre-order that window is 8 to 12 weeks. The same figure appears on the pre-order page, on the product page, in your order confirmation and in our shipping policy. If you ever see two different figures, the one on the page you ordered from is the one that binds us.

If we are going to be late

If we become aware that we cannot despatch within that window, we will email you before the end of it. We do not wait for you to ask. That email will give you a revised date — or, if we honestly cannot give one, will say so and tell you why — and it will offer you the choice of waiting or cancelling for a full refund.

If the revised date is 30 days or less after the end of the original window and you do not reply, we will take it that you are content to wait, and you may still cancel at any time before we despatch. If the revised date is more than 30 days later, or we cannot give you a date at all, your order is cancelled automatically and we refund you in full unless you tell us within 30 days that you are content to wait. If we then miss a revised date, we ask you again; we do not treat your earlier answer as covering a second delay.

Cancelling, and changing your mind

You may cancel a pre-order at any time before despatch, for any reason, and we refund your deposit in full. You do not need to give us a reason. We do not keep any part of the deposit and we do not charge a cancellation, restocking or administration fee. You may also change the size or width on your pre-order free of charge at any time before despatch, subject to availability in that batch.

Choosing a size and width from the options we offer does not make your boots a custom pair, and a pre-order pair is not a made-to-order pair. If you ask us to build to your own specification, we will tell you before you pay; if you then cancel after we have begun that work, we will tell you what we have spent and we will not keep more than our actual cost.

Once your boots have arrived you have 30 days to send them back and have your money returned to you, for any reason. You do not need to tell us why, and we will not offer you a credit instead. We ask only that the boots come back unworn, in their original condition and packaging, with proof of purchase, and that you pay the return postage — we paid to send them to you. Please arrange it with us first.

That is a decision we have made about pre-orders in particular. You are paying us months before we can hand you anything, and the least we can do is make your money easy to get back.

A made-to-order pair — one built to your own specification — is different, and our refund policy governs it. If a pair we made for you is not right, we would far rather make it right than take your money back: we exchange it, credit it, or remake the pair. Where we remake a pair we agree a date with you in writing before we begin, and we tell you if that date is going to move; if we miss the date we agreed and you would rather not wait, you may have your money back instead of the remake. Where you cancel because we were late, or for any other reason the law gives you, we owe you your money and not a credit, and we do not offer you one instead.

Refunds

A refund is of everything we have received from you for the order, without deduction — the deposit, any balance you have paid, and any shipping charge you have paid to us. We refund within 7 business days of your cancellation taking effect, and in every case within 14 days. We refund to the same payment method you used, we charge no fee for it, and we do not issue store credit in place of a refund unless you ask us to. If you paid by an instalment plan arranged at our checkout — Klarna, at the date of this policy — cancelling your order cancels that plan too and you owe nothing further under it.

Import duty, foreign taxes and a carrier's brokerage or handling fee are paid to the carrier or to your government rather than to us, so we cannot refund them. Most countries let you reclaim them when goods are returned and we will give you the paperwork you need.

To cancel

Email info@wohlford.ca, or write to Wohlford & Company Inc., 711 Hastings Street East, Vancouver, British Columbia V6A 1R3, Canada, saying that you are cancelling and giving your order number. Your notice takes effect when you send it, not when we open it.

Your legal rights

This policy adds to your rights under consumer law; it does not replace or limit them. In British Columbia the Business Practices and Consumer Protection Act lets you cancel and be refunded in full if we do not deliver within 30 days of the supply date, and any attempt to make you give up a right under that Act would be void. In the United Kingdom and the European Union you have 14 days from the day your boots reach you to change your mind, and we refund within 14 days of being told — a standard size is not a personalised pair, so we do not treat a pre-order as exempt from that right. If the law where you live gives you more than this policy does, that law applies.

Version 1.3, in force from 28 September 2026. The version in force when you place your pre-order is the one that governs it; we do not change it for an order already placed.