FAQs

Most frequently asked questions

Can Salt-Water Sandals go in the water?

Yes! All of our sandals are 100% water resistant. Salt-Water Sandals are defined by their 100% leather straps which are coated with a water resistant sealant and secured with rust proof buckles. They can also be hand washed using cool water and a mild detergent.

Why are they called Salt-Water Sandals?

Salt-Water Sandals get their name from their waterproof properties.

They are perfect for splish-splashing in the sea – or even puddles!

How do you break in Salt-Water Sandals?

Are your Salt-Water Sandals feeling a little snug? Do not worry, our sandals are made from 100% leather and designed to mould to the users feet after repeated wear. If you would like to hurry along this process we suggest popping them on and soaking your feet in room temperature water before letting air dry – whilst still having the sandals on your feet.

Where are Salt-Water Sandals from?

An original design dating back to the 1940’s, Salt-Water Sandals were originally made from scrap leather as a way to cope with leather shortages in World War II in the Hoy family factory in St Louis, Missouri. The same designs are now sold globally and are still produced in the Hoy family factory in the USA and in China.

Do Salt-Water sandals stretch?

As with all leather products, our sandals ‘give’ naturally over time and, with repeated wear, will mould to the foot.  Looking for a tighter or wider fit?

Take a look at our selection recommended for wider feet here.

Take a look at our selection recommended for narrow feet here.

Are Salt-Water Sandals unisex?

Yes, all of our children’s sandals are 100% unisex and designed to be worn by boys and girls.

We currently offer adult sandals for women, however we do have some male customers and have now introduced limited runs of larger sizes in some of our bestsellers. 

How do you clean white Salt-Water Sandals?

The best way to clean your leather sandals is by hand. Place them in a bowl of cold water and add a little mild detergent. Use a soft cloth to wipe them down and put them outside on a warm day to dry. The specially treated leather means they won’t dry hard, but it is best to dry them flat rather than hanging them up on the line. You can use the same method of cleaning across our entire style and colour range.

How to recognise Official Salt-Water Sandals? 

Look out for Salt-Water branding on the strap and sole of the sandals. 

On the sole, the size should be circled with the patent stamp marked HOYWAY PAT PEND. This is the proof of Salt-Water authenticity.

Our Sun-San sandals come with a comfortable, spongy urethane sole with rust proof buckles. All of these sandals are from the Salt-Water range, and they are branded Sun-San. 

Do Salt-Water Sandals offer vegan ‘leather’ sandals?

We are actively trying to source an alternative to animal leather. 

Unfortunately, we have not yet found a material that has the same waterproof qualities as our current leather. Nor have we found a suitable vegan 'leather' that is not predominantly plastic-based.

The waterproof aspect of our sandals is one of the features that make Salt-Water Sandals special, and we would never want to sell a version that didn’t offer this characteristic. We also would prefer not to work with plastic-based materials due to their unsustainable nature. To date we have tested cactus, apple & pineapple leathers, as well as ground up reconstituted waste leather. We would want our vegan customers to also enjoy the same quality and water-resistant features that make Salt-Water Sandals unique, so the material must be able to be strong, resistant and get wet. 

The brand continues to research. If you know of any leather alternatives that are not plastic-based, please do let us know! 

Do Salt-Water Sandals make sandals for men?

We currently offer women's and children’s sandals however we do have male customers too. We are listening to our customers and demand for men’s collections is certainly present.

In the meantime, our size offering has recently expanded to offer up to a size UK 9 and 10 and EU 43-44 and 44-55 in some styles (take a look at our Shark Sandals in Tan or Black for example).

Sizing

What is my Salt-Water size?

Salt-Water sizing differs a little from standard sizing. Look at the Size Guide included on each product page, we include Salt-Water sizes alongside the corresponding UK, EU and US sizes.As a rule, women’s Salt-Water Sandal sizing is 1 size up from a UK size. For example, if you are a UK 6 you would be a Salt-Water size 7.

For more information, take a look at our Size Info page here.

How do I work out what Salt-Water or Sun-Size size to buy my child?

We like to make it as clear as possible on the product pages, as Salt-Water sizing differs from standard sizing. On the specific product pages we include a chart with the Salt-Water sizes and the corresponding UK size, EU size and US size.

On all children’s Salt-Water Sandals, we suggest buying like for like up to a youth size 13. For example, if your child is a UK size 6, we suggest a Salt-Water size 6.

On all children’s Sun-San Sandals we suggest going one size up from your UK size. For example, if your child is a UK size 6, we suggest a Sun-San size 7. 

How do Salt-Water and Sun-San Sandals fit?

All of our Sandals fit differently depending on the design.

Check out our Size Info page to read more about the specific fit and design of all Sandals in both ranges. 

How do I care for my Salt-Water Sandals?

Please do not use a leather protector or any kind of leather brush on Salt-Water or Sun-San Sandals. All Salt-Water and Sun-San products have a water-proof sealant on them and using a leather protector, brush or cloth can erode the sealant.

To care for and keep your sandals looking fresh simply hand-wash them with a gentle detergent in cool water and leave to air dry. We also suggest packing them away safely in the winter months when not being worn.

Salt-Water Sandals offer a 12 month quality guarantee. Should you find a fault with your sandals within 12 months we ask you to contact us so we can assess the fault/issue and find the best solution.  

My sandals feel a little tight. Is there anything I can do?

If your sandals feel a little tight when you first receive them we recommend popping them on and soaking them in room temperature water before letting air dry – all whilst still having the sandals on your feet. This helps the leather ‘give’ a little as it would naturally over time. Please note, we cannot accept returns of sandals that have been soaked unless faulty. This can be done on all Salt-Water and Sun-San styles.

Salt-Water sandals feeling a bit stiff? Simply bend the soles of the sandals into a C shape to flex the sole. Please note we do not recommend this for Sun-San sandal styles.

These steps will help to soften the leather and help accelerate the sandals in moulding to your feet for the most comfortable fit.

What is the size on the sole of Salt-Water sandals?

The number circled on the bottom of the sandals is the Salt-Water size.

Salt-Water sizing differs a little from standard sizing. For example, Size 7 circled on the sole refers to UK 6 (Adult)/EU39/US 9 (Women). 

What sandals do you recommend for wider feet? 

Take a look at our selection recommended for wider feet here.

We recommend our Salt-Water Original sandals, Classic sandals and Boardwalk for wide feet. Our Classic sandals include an adjustable strap with buckle.

What sandals do you recommend for narrow feet?

Take a look at our selection recommended for narrow feet here.

We recommend our Salt-Water Classic sandals which include an adjustable strap with buckle. Also good for narrow feet are the Retro sandals, or our fisherman sandals; Shark Originals, both fit nice and snug on the foot.

Orders

I am having issues with ordering / issues with payment, what shall I do?

We are very sorry that you are experiencing issues when trying to order. We always advise you to make sure that you are on the correct website when placing your order as we have 3 territories UK, EU and ASIA. Make sure to choose the correct territory for delivery on the top right-hand corner of the website. 

If you are having problems with the payment, firstly, please make sure that your payment method is valid, and all the card details and CVV are entered correctly. Your billing address must match the address as held by your card issuer. If this is all correct but the problem persists then you will need to contact the card provider.

You are welcome to try a different card or an alternative payment method. You could also try to refresh your Wi-Fi, your browser or use a different device. We hope this helped, but if you have any further questions or issues, please do not hesitate to contact us do send us some screenshots so we can better understand the issue.

Why did the sandals in my basket disappear?

If an item you were expecting does not appear on the website or in your basket, we have sold out in all sizes.

In busy periods, items may sell out at the point of checkout i.e: another customer bought the last pair just seconds before you (their payment transaction completed just before yours did etc).

In this instance, we will endeavour to contact you as soon as possible and offer an alternative.

Can I cancel my order?

As written in ‘The Consumer Contracts Regulations 2013’ you have 14 calendar days from when you make your order / once you receive your order to cancel your order with us and we will issue you a full refund. Please be aware we will need a written confirmation of the cancellation.

If you have already received your sandals, please Contact Us so that your return is processed as a cancellation and not a normal return.

We will only accept cancelled orders that are returned to us in the original shoe box, undamaged and the sandals completely unworn (unless proved faulty).

It is your responsibility to ensure that the sandals are returned undamaged. In the event that your parcel is damaged during transit we may send it back to you – this is at our discretion. 

Can I change my order after I have received my order confirmation?

You can attempt to amend your order by contacting us but you will need to contact us before ​8am GMT the following day – this is the time that all orders are sent to our warehouse.

Once your order has reached the warehouse it cannot be amended.

Please be aware that we will try our utmost to follow up on all change requests, but we cannot honour all requests due to high volumes of enquiries and/or stock restrictions.

Please note, we can only make changes that do not increase the value of your order. 

Can I add an item to my order?

Unfortunately, we cannot add items to orders once payment has been processed.

If you require another pair you would need to place a new order.

If you place a second order the same day and contact us to let us know both order numbers, we will do our best to ensure they are dispatched together so that we can refund you any additional postage costs incurred. 

Can I order over the phone?

We cannot take orders over the telephone. You must order through our website. If you are having difficulty ordering, Contact Us and we will do our best to help.

Where is my order?

Your account makes it easy to keep track of all your orders. Once you have logged in, you'll see each individual order that you have placed with us. You will also receive an Order Confirmation email as well as a dispatch email as soon as your order is on its way. Do check your spam or junk email folder as sometimes our emails can end up there.

If you can’t find the information that you need, please contact our customer service team. You will find the details on our Contact Us page.

I have received the wrong item. What should I do?  

We are very sorry to hear that you have received the wrong item. Unfortunately, sometimes mistakes happen but do not worry, we are here to help. Please Contact Us, letting us know your:

1. Order Number/ Full name  

2. Incorrect item received 

3. The correct item ordered

We will then reply to you with a solution as soon as possible. 

There is an item missing from my order. What should I do?  

We are very sorry to hear this. Unfortunately, sometimes mistakes happen but do not worry, we are here to help. Your dispatch confirmation email will list the items that have been sent. If the item has been sent but not received, please Contact Us to let our customer service team know, and they will be happy to help. Provide your:

1. Order Number/ Full name  

2. Missing item

We will then reply to you with a solution as soon as possible. 

Do I need to create a Salt-Water account to order?  

You do not need to create an account to order from our website. Once you complete a purchase, you will be given the option to create an account to view your order history. 

An item is in my basket, is it reserved?  

Having an item in your basket does not reserve it. Until you have completed your order at checkout and paid for your items there is still the chance that another customer could purchase them in the meantime. We would therefore recommend that you complete your purchase as soon as you have added all required items to your basket to avoid any disappointment - especially in high season! 

Returns

I’ve lost my return form – where do I send my sandals back to? 

We no longer offer a return form in order to save on paper waste. 

If you’re looking to return a pair of sandals purchased from our website, please fill out the bottom half of the delivery note you received (or add your own piece of paper) making sure to include your name, order number, reason for returning and list the items to return.

The cost of the return is your responsibility and we would suggest using a trackable/recorded service.

Please return the sandals to us at the following address:

Salt-Water Sandals UK, 1 Thane Villas, G05 Regent Studios, London N7 7PH

Please note that all returns must be returned in the original shoe box with external packaging. If your return is received with a damaged shoe box, you will have a ​£5.00 deduction on your refund to cover the costs of repackaging.

We cannot accept responsibility/reimbursement for any lost or damaged items so please do use a trackable service and keep your proof of postage.

I want to exchange my sandals, what do I do? 

We unfortunately do not offer exchanges on any purchases unless faulty. We ask that you return the sandals and purchase them again.

If you have received a faulty pair or an incorrect pair, please Contact Us and we will look into this for you. 

I missed the 28-day deadline for returns, what can I do?

Our returns policy states a 28-day window for returns but it is at our discretion to allow later returns on a case-by-case basis. Please Contact Usand we will see what we can do to help.

I was gifted a pair but I want to change them. What should I do? 

We do not offer exchanges on any orders unless faulty.

In terms of pairs bought as a gift that may need to be returned due to an issue/fault, we require proof of purchase, so we ask that you please contact the person who bought them for you and ask them for the order number quoted in their confirmation email.

If they cannot find this, please provide us with their name and/or contact details so we can try and find the order for you. 

I bought a pair from another store and want to exchange/return them? 

We do not offer returns/issue refunds or exchanges for any sandals not bought directly from our E-Commerce site (www.salt-watersandals.co.uk).

Your sales agreement is with the store/stockist you purchased from.

You must contact the store/stockist you originally purchased the sandals from and they will be able to assist.

If the store/stockist cannot accommodate we will need written proof and we may be able to offer some sort of voucher to use on our site. This is at our discretion.

I bought a pair during a promotional sale - can I return/exchange them? 

Please see SALES AND PROMOTIONS (below). 

How long does it take for my return to be processed? 

For all sandals purchased directly through our website, once the warehouse notifies us that your sandals (and shoe box) have been returned in good order we can start the refund process.

We will not refund sandals that are marked in any way or not returned with the box in good condition.

Please make sure you try them on a carpeted area and return the box inside suitable packaging.

Following Consumer Contracts regulations, you have the right to cancel and return your order within 14 days, but please note during busy periods the refund process can take up to 14 days.

You will receive an email confirmation once we receive your sandals at our warehouse and another email once we have actioned your refund. You will then receive your refund in your account between 1-5 working days, depending on your bank's policy. 

Sales and Promotions

Can I return products bought in a sale or over a promotional period? 

Yes, we allow customers to return products bought from our E-Commerce site over a promotional period unless stated otherwise, but please note we do not offer exchanges, free returns and we cannot cancel/change orders during the promotional or sale period.

To return any sandals bought over a promotional or sale period will be at your own cost so be sure to double check before buying!

Should you receive a sandal with an issue/fault over a promotional period please Contact Us so we can get this sorted for you. 

Can I return sandals bought from The Outlet? 

All sales made from The Outlet section of our website are final and we do not offer returns, refunds or exchanges unless the sandals are faulty.

Should you receive a sandal with an issue/fault please Contact Usso we can get this sorted for you. 

I have a discount code, where do I apply this?

After selecting your sandals and adding them to the basket, you can select to view the basket. Below PROCEED TO CHECKOUT click on the arrow next to 'Have a discount code?’ and enter your discount code.

Just a reminder, your discount code cannot be used in conjunction with any other discount codes or on sale items. We hope this helped, but if you have any problems entering the code, please Contact Us

Why is my promotional code not working?

We are sorry to hear your code isn't working. Do check the terms and conditions of the code you are trying to use and be aware that our discount codes cannot be used in conjunction with any other discount codes or on sale and discounted items. Our codes will also not work on new in season colours and styles.

Have you been copying and pasting your code? Please try typing the code out as sometimes internet bots do not allow pasted content.

Are you trying to use more than one code at once? We only allow the use of one promotional code/discount at a time unless stated.

Still having trouble? Please Contact Us

Can I claim back a discount after an order is placed on the website?

No, we do not offer reimbursements or retrospective discounts once an order is placed. Please do Contact Us should you be having issues with a promotion or promotional code at checkout.

Can I use a discount code on a website promotion?

No, you cannot use any discount codes in conjunction with any other promotion on the website. Please note, that you cannot use multiple discount codes on one purchase. Should this happen, Salt-Water Sandals have the right to cancel and refund your order.

Does Salt-Water Sandals offer a discount for NHS staff? 

Yes, Salt-Water Sandals offers a 20% discount on our UK website as a thank you to all our NHS staff.  Please Contact Us and kindly provide a picture of your NHS ID or Blue Card from GOV, and we will send you your discount code. We look forward to hearing from you. 

Can I buy Gift Vouchers?

Currently, we don't offer gift vouchers, but we're actively working to provide them in the near future.

Do discount codes work on new colours and styles?

Our discount codes do not work on New In colours and styles (unless T&Cs state otherwise).

Faulty goods

My sandals appear faulty – what do I do? 

We are very sorry if you’ve received a faulty pair.

Contact Us letting us know what the fault is in as much detail as possible and attaching any images that will help us see and assess the fault. Someone will then contact you with the next steps.

We can only offer returns and exchanges for (faulty) sandals purchased through our site. If you have purchased your sandals from another store or country, you will need to go back to the retailer and ask for their returns or exchange policy.

Do you offer a repair service?  

Unfortunately, we do not currently offer repairs. In the meantime, we recommend taking the sandals to your local cobbler/shoe repair shop as they might be able to help you. We only offer a replacement within one year of purchase for sandals with a manufacturing fault.

Apologies for any inconvenience caused.

​​Do you offer a recycling service?

Salt-Water Sandals have joined forces with recycling experts Reskinned. Send in your pre-loved sandals and receive a £10 voucher off your next purchase. Follow the links on our website here.

Postage and Shipping

​Mainland UK

In the mainland UK we offer Free Delivery.

We offer a courier service (not regular mail) and there must be someone at the address during normal working hours to receive the delivery. Sometimes a work address is a better option for this reason.

Postage can take between 2-5 working days.

We will deliver the package to the address but not person-to-person, so please guarantee a trusted person will be there to receive the package.

For a breakdown of services and costs see our Delivery page. 

Non Mainland UK 

Non-mainland UK includes Guernsey, Jersey and Northern Ireland.

For Ireland (Eire) head over to our EU website.

In non-mainland UK we offer a courier service with Free Delivery over £80.00. We do not offer regular Royal mail. There must be someone at the address during normal working hours to receive the delivery. Sometimes a work address is a better option for this reason.

We will deliver the package to the address but not person-to-person, so please guarantee a trusted person will be there to receive the package.

Postage can take between 2-5 days and costs will be worked out at checkout depending on postcode/address/weight/dimensions.

For a breakdown of services and costs see our Delivery page. 

How do I track my order? 

Sign into your account and look under current orders where you will be able to view all open orders and their details. If you haven't created an account with us, please refer to your despatch email and the tracking code provided. 

My order seems to be on its way back to Salt-Water Sandals and I never received it? 

For all orders, if your package is unclaimed and returned back to us, we may refund the amount of the products, but the shipping cost will not be refunded. In terms of resending the products or refunding – this is at our discretion.

We do not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery back to us. 

My order tracking shows as delivered, but I haven’t received it. 

If the courier service is not helping you then please Contact Us immediately and we will process a claim with the courier.

Unfortunately, we are unable to issue a refund or send a replacement order until the courier has completed their investigation. 

What about shipping over promotional periods? 

Due to the high volumes of orders during sale periods sometimes your sandals can take a little longer to get to you. We try to get them out as quickly as possible, but if you are worried about your package, please Contact Us and we will be able to provide an update. 

Pricing

Understanding our pricing 

Size 3 does not have VAT added to the total amount as this is technically considered a child size and there is no VAT added to children’s shoes in the UK.

The additional costs of the larger sizes also cover transportation from the factory to the warehouse. The large adult sizes are in larger boxes, meaning more volume and weight, as well as the additional leather and trim used in manufacturing larger sizes.

​Postage costs to Ireland, Northern Ireland and IOM 

Unfortunately, we do not have a warehouse in Ireland, and the delivery cost from our warehouse in England to Ireland, Northern Ireland and the IOM is £15. We appreciate this is expensive, but this is what the courier charges as it involves flying the item to these destinations. Do take a look at our list of stockists near you:

You may be able to find the sandals you would like in one of our resellers.

Still need to get in touch? Email us at sales@salt-watersandals.com and we will get back to you as soon as we can.