FAQs
Quick answers to the most common questions. Can't find what you're looking for? Email us anytime — we usually reply within 24 hours.
1. How can I contact your customer support?
The fastest way is by email at info@walkpluma.com. We reply within 24 hours, Monday through Friday. When writing about an existing order, please include your order number in the subject line — it speeds things up considerably.
2. What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), as well as PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are encrypted and processed through secure, PCI-compliant payment gateways.
3. How long does shipping take?
Standard delivery takes around 7 business days from the moment your order is processed. Order processing typically takes 24-48 hours after purchase, and you'll receive a tracking link by email as soon as your package leaves our warehouse.
Delivery times can vary slightly during sale periods or holidays. If your order is taking longer than expected, just reach out and we'll check on it for you.
4. How do I track my order?
Once your order ships, you'll get an email with a tracking number and a link to follow your package in real time. If you haven't received the email within 48 hours of placing your order, please check your spam folder. If it's still missing, contact us at info@walkpluma.com with your order number and we'll send it over.
5. Can I cancel my order or change my address?
Yes, as long as your order hasn't shipped yet. Email us at info@walkpluma.com as soon as possible with your order number and either the cancellation request or the new shipping address. We'll do our best to update it before the order leaves our warehouse.
Once a package has shipped, we can no longer cancel the order or modify the address. In that case, you can refuse the delivery or return it under our 90-day guarantee once it arrives.
6. I ordered multiple items. Why did I receive only one?
To get items to you faster, orders with multiple products are sometimes split into separate shipments. If you've received only part of your order, the rest is on its way. Each shipment has its own tracking number, which you'll find in your shipping confirmation emails.
7. How does the 90-day guarantee work?
Every order is covered by our 90-day satisfaction guarantee. You have 90 days from the delivery date to wear them, test them out, and decide. If they're not right for you, send them back and we'll issue a full refund.
Items must be returned in reasonable condition and ideally in the original packaging. Refunds are processed within 5-10 business days of receiving your return.
8. How do I start a return?
Email us at info@walkpluma.com with your order number and the reason for the return. We'll reply with return instructions and the address to ship to. Once we receive and inspect the package, your refund will be issued to the original payment method.
9. How do I choose the right size?
Walkpluma fits true to size. Order the same size you usually wear in athletic sneakers (e.g. Nike, Adidas, New Balance).
If you're between two sizes, we recommend going up to the larger one. Our knit upper is stretchy and adapts well to a smaller foot, while a too-tight fit isn't compatible with the anatomical design. Going up half a size is also a good idea if your feet swell during the day or if you plan to use custom orthotic insoles.
10. Are they good for plantar fasciitis or wide feet?
Yes — these are exactly the conditions Walkpluma is designed for. The anatomical arch support helps reduce strain on the plantar fascia, the deep cushioned heel softens impact, and the extra-wide toe box gives bunions, hammer toes, and swollen feet plenty of room.
Walkpluma is a comfort shoe, not a medical device. If you have a serious foot condition, we recommend checking with your podiatrist before purchasing.
11. How do I clean them?
Walkpluma is machine washable. To keep them looking new:
- Remove the insoles and laces, wash them separately by hand
- Place the shoes in a laundry bag
- Use a delicate cycle at 30°C / 86°F with a gentle detergent
- Skip the fabric softener and bleach
- Air dry them away from direct heat — no dryer
For everyday cleaning, a damp cloth with mild soap is enough.
12. Where do you ship to?
We ship throughout the United States and to most international destinations including Canada, the UK, Europe, and Australia. Shipping costs and times vary by destination and are calculated automatically at checkout based on your address.
For international orders, please note that any customs duties or import taxes are the responsibility of the recipient and depend on local regulations.
12. I received a damaged or defective product. What do I do?
We're sorry that happened. Email us at info@walkpluma.com within 14 days of delivery and include your order number, a few photos showing the issue, and a brief description. We'll arrange a free replacement right away — no need to send the defective pair back before getting the new one.
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