Customer Service Information
Our customer service and logistics team are currently hard at work making final preparations to your pre orders prior to dispatch and setting up our new logistics centre in Ireland Europe.
We will be taking a short pause whilst our stock is in transit from 21st February 2025 to 3rd March 2025 to allow us to fully prepare for next stage.
Online Shop and Ordering
During this time, we will be closing the shop to all orders that are not pre orders. Pre orders will continue until they are closed, which will be notified on the website. Orders can be placed as normal from the 3rd March 2025, with new stock from all our factories coming that week to the UK (until the Irish warehouse is ready). We will fulfil all orders from the UK. Customers from the EU will not be negatively affected as we will make sure that we will absorb any duties involved during the transition period.
Despatch of Pre Orders
Pre orders of Goodyear welted carpenter safety boots will be despatched to customers by the end of March / April, if not before, as advertised at point of sale on our website.
Pre orders of Sneaky Ninja trainers will be despatched to customers by First week of March.
Pre orders of Sneaky Ninja safety trainers will be despatched to customers by April / May, if not before, as advertised at point of sale on our website.
Pre orders of PALS Deck Shoes will be despatched to customers by First or Second week of March.
Email, messages and customer service correspondence
We love to hear from all our customers but will not be responding to emails during this time, so please hold emails until 3rd March.
We will respond to all emails as quickly as possible and in date order from the 3rd March when normal customer service operations resume. We look forward to answering all your queries and helping you as normal very soon.
In the meantime, please see below for more information on FAQ
Size Query
In the meantime, if you have a size query, please refer to our size guide on our website, here, where you can also see our standard wide and extra wide size charts.
Please also see here, for our Verifyt QR code, which when activated on a smart phone and linked to Gaucho Ninja’s account will show you and us your measurements and scan. Queries relating to scans will be responded to after 3rd March.
Please note that the longest A length relates to the internal measurement of the shoe from the longest point on the foot, from top of longest point to the back of the heel.
Please note that our size guide is a guide only and measurements will not be exact, there is also an element of personal preference in fit, with some customers preferring a snug fit and some looser.
Please note that we recommend adding a comfort allowance to the A length of between 8mm – 1.2cm for all styles except Safety work wear when we recommend adding between 1 – 1.5cm.
Leather care and maintenance
If you have a leather care query, please refer to our website here.
Please note that we recommend cleaning and conditioning our boots regularly, at least once a month and more if worn regularly.
Please see below for a brief guide to how to look after your shoes.
· Cleaning your boots regularly with a good quality leather cleaner,
· Whilst damp apply a good quality conditioning product such as the one, we sell here in the leather care section of our website. The cream is very important to nourish and 'feed' the veg tan leather.
· After conditioning apply natural wax polish for slight waterproofing and shine.
We only recommend our own leather care products as they are made for us, are natural, non-mineral based and organic.
Returns
If you require a returns label, we will extend all returns to include the period we are pausing, so please do not worry about the time frame of requesting a return. If your shoes are unworn and in original condition a free return labels will be sent after we reopen on the 3rd March to any customer who needs to complete a size exchange or refund. Please note that shoes can be lightly tried on for sizing and fit indoors only.
Made to Order Shoes
If you have a Made to Order shoe currently in process the lead time for shipping is approximately 8 – 12 weeks from confirmation of all details.
Made to Order shoes will continue to be made in our UK workshop during this time.
Repairs
Repairs currently received in our UK workshop will continue to be fixed during this time.
If you have a new repair query, please be assured that we will respond as soon as possible to your request upon our return on the 3rd March. All repairs resulting from workmanship or material fault, for example a sole coming unglued are fully covered by our warranty and will be repaired free of charge.
Repairs resulting from wear and tear will be charged at £80 per hour plus shipping.
We hope that the above information answers your main questions, and we look forward to being back in touch very soon.
We apologies for the short delay in ordering and answering your queries, and thank you for your patience, loyalty and support, you are the most important aspect of our business, and we thank you.
Karen Morris Dawson
Chief Operating Officer
Gaucho Ninja