FAQ
Below you will find answers to the questions we get asked most often. If yours is not here, email us at info@ondalear.com and we will get back to you within 24 hours.
How long does delivery take?
Orders are processed within 1 to 3 business days, and transit usually takes a further 5 to 9 business days. Most orders arrive within 6 to 12 business days of being placed.
Delivery estimates are just that – estimates. Carrier delays and severe weather can add time. If your order is running noticeably late, we will contact you rather than wait for you to chase us. Full details are in our Shipping Policy.
Do you offer free shipping?
Yes. Delivery is free on every order, with no minimum spend, no surcharges and no remote-area supplements.
Where do my boots ship from?
Orders are dispatched from our overseas warehouse partners directly to your door. Working this way keeps our prices lower than they would be if every pair passed through a UK warehouse first, and it is the reason our delivery window is longer than a purely domestic retailer's.
Will I have to pay customs or import charges?
No. The price you see at checkout is the total price you pay. If you are ever asked to pay an additional charge before your parcel is released, contact us and we will reimburse you in full.
Do you ship internationally?
Not at the moment. We deliver within the United Kingdom only, including England, Scotland, Wales and Northern Ireland. We cannot ship to PO Box or BFPO addresses.
How do I choose the right size?
Our boots are listed in UK sizes. If you are between sizes, or your usual size varies between brands, email us with the style you are looking at and your normal UK size and we will give you a straight answer rather than pointing you at a generic chart.
We would much rather spend two minutes helping you get it right than process a return for you.
Will knee high boots fit wider calves?
It depends on the style, and it is worth thinking about before you order:
- Knitted sock boots are made from stretch ribbed knit and adapt to a range of calf widths.
- Lace up styles can be loosened or tightened through the leg, so they offer the most adjustment.
- Structured riding boots have a fixed shaft with no stretch or adjustment.
If calf width is a concern, email us before ordering and we will check the measurement on the specific style for you.
What is your return policy?
You have 30 days from delivery to request a return. Boots must come back unworn, undamaged, with any tags attached and in their original shoebox.
Because footwear marks so easily, please try them on indoors on a carpeted surface. Boots showing sole wear or outdoor use cannot be accepted. Start a return by emailing info@ondalear.com with your order number – please do not post anything back before contacting us, as parcels sent without a return request cannot be matched to your order.
Can I cancel my order after placing it?
Contact us as soon as possible and we will cancel it if it has not yet entered processing. Once an order has been processed or dispatched we cannot stop it.
Separately, you have a legal right to cancel within 14 days of receiving your order, for any reason at all, under the Consumer Contracts Regulations 2013. You then have a further 14 days to send the boots back. Just email us and say clearly that you are cancelling.
Who pays for return postage?
If you are returning because you changed your mind, the return postage is yours to cover. We recommend a tracked service, as the parcel is your responsibility until it reaches us.
If an item is faulty, damaged or simply not what you ordered, we cover the return cost in full. You will never be out of pocket for our mistake.
What if my boots arrive damaged or faulty?
Email us straight away and tell us what is wrong. Photos help us sort it out faster. Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods for a full refund within 30 days of delivery, and we will honour that without argument.
When will I receive my refund?
We will let you know as soon as your return reaches us and has been checked. Approved refunds go back to your original payment method within 14 days of us receiving the boots, and usually much sooner. Your bank may take a few extra days to post the funds.
As delivery is free on every order, there is no outbound postage to refund.
Can I exchange for a different size or colour?
The quickest way is to return the pair you have and place a new order for the one you want. That secures your size straight away rather than holding it while your return is in transit. Email us if you would like a hand working out which size to order.
How can I track my order?
You will get a confirmation email when your order is placed, and a second email with tracking details once it has been dispatched. Tracking can take 24 to 48 hours to begin updating after you receive the number, so do not worry if it shows nothing at first.
Do you have a physical store?
No. Ondalear is an online-only store, which is part of how we keep our prices where they are.
How do I look after my boots?
Wipe them clean with a soft damp cloth and let them dry naturally away from direct heat. Radiators and hairdryers will crack and warp uppers. Knitted styles should be spot cleaned rather than soaked.
How can I contact you?
By email at info@ondalear.com, by phone on +44 7473 953245, or through the form on our Contact page.
Monday to Friday | 09:00 – 17:00 (GMT)
Weekends | 11:00 – 16:00 (GMT)
We aim to respond to your inquiries within 24 hours.
Who operates Ondalear?
Store name: Ondalear
Company name: SnazPrint LLC, trading as Ondalear
Company Address: 30 N Gould St, Ste R, Sheridan, WY 82801, United States
Warehouse Address: 66 York Street, London, United Kingdom
Company nr.: 2023-001370758
Phone: +44 7473 953245
Email: info@ondalear.com