Frequently Asked Questions

Boot Questions

Sizing & Width

SIZING - 8 thru 14, with half sizes up to 11.5 Our boots fit true to size in US sizes. Order the size you most commonly wear in US-sized athletic or casual shoes. If you are between sizes, choose the larger size.
For Example: If some of your athletic shoes are 9 and some are 9.5, order a 9.5 in our boots.

WIDTH - Our boots are a standard E width
There are a few millimeters extra on each side to allow for wiggle room & thicker socks. Some people go up a half size to get the width they need, but that's up to you.

Goodyear Welt

What is Goodyear welt?
First we should explain what a welt is. The welt is a strip of leather about an inch wide seen wrapping around the upper of a boot. The welt connects the upper leather to the insole & sole of the boot.
With the Goodyear welt construction method, the welt is sewn to the upper & the insole materials first. Then, the protruding part of the welt is stitched to the sole of the boot, leaving a visible stitch around the upper leather (& often seen from below if the sole isn't covered by a rubber or foam tread).

Why Goodyear welt?
  • The only footwear construction method that allows boots to be fully rebuilt. See the "Resole & Rebuild" section of our FAQs for more detail.
  • GYW boots can be easily & repeatedly resoled. Other inferior construction methods can only sometimes be resoled, with specific machinery (i.e. Blake-stitch or Rapid-stitch).
  • Resoles extend the life of your investment, & reduce the overall cost of your boots.
  • GYW boots are very water-resistant & protect from in rain or snow, unlike Blake-stitch boots.
We have always used, and will continue to use, the Goodyear welt construction method.

We're working on our own videos to properly demonstrate the process & benefits of Goodyear-welted footwear. For now, check out this video.

Product Care

Leather goods are to be cared for, but we believe you shouldn't fret too much about a mark or a scuff - these boots will reflect your wear over time. They may get darker or they may not... that's up to you to decide.

General leather care
Caring for your boots starts with keeping your leather clean to prevent dirt buildup, and water or salt damage.
  • Ideally, you'll condition your leather as you feel it's getting dry; 4-6 times a year for regular wearers.
  • If you wear your boots in harsh conditions, dry them often & be prepared to clean/condition them more regularly.
  • To read more on our intro to leather care, click here.
Wet boots
  • All leather needs to dry after it gets wet.
  • Dry off the upper leather, soles, heel-stack, and welt with a dry cloth.
  • Loosen the laces & leave boots open to air-dry indoors.
  • Improper care of boots voids your warranty.
Dry or Cracking Leather
  • If your leather appears dried out or cracking, apply a neutral leather conditioner/saddle soap to restore the health of the leather.
    • This includes the leather heel, welt, and uppers.
  • Leather needs conditioner like your skin needs lotion.
Outsoles & Rubber Treads
Our outsoles & rubber treads are made for general purpose use, across most temperatures.
  • They provide standard traction in normal & wet circumstances, but are not intended for consistent slippery-surface use or extreme scenarios.
    • Shiloh Boot - The rubber treads of our Shiloh boot are subject to peel away from their leather sole if not cared for properly.
    • Kern Boot - The expanded foam soles are extremely light & made for casual use. High abrasion activity will decrease their lifetime.
  • No sweat - all our boots can easily be resoled.

Soles, Resoles & Rebuilds

If you aren't sure if you need a resole or a rebuild, read below & email us if you want our opinion.

Resole - Replacing the tread of a boot.
The tread of a boot is the synthetic material adhered to the bottom of a leather sole. We make our boots with various treads for different uses. Our boots have a full leather sole sewn to the welt, providing the durable base for plenty of resoles.
We choose to attach the rubber or foam treads with industrial footwear cement, rather than sewing them, for multiple reasons;
- Increases the strength of the leather sole-to-welt bond, to last much longer
- Easier for cobblers to repair or replace the outer treads
- No need to remove the old stitching & restitch the new tread to the leather sole.
- Saves you money. It is easier & less expensive for you to update your boots with a fresh tread, and extend the life of your investment.

Tread Peeling? - Easy to avoid. Easier to fix.
Some boot wearers may experience the rubber tread peeling away from the leather sole earlier than expected.
  • Avoid catching your soles on edges or kicking curbs regularly
This is generally due to a foreign material getting in between the leather sole and the rubber tread, causing the industrial footwear cement to weaken or fail. This is usually caused by stubbing your toe, or catching their sole on a rock, curb, ladder, or an edge of sorts. This split has caused the rubber tread to separate slightly. This can be easily fixed with contact cement or Gorilla Glue. We've spoken with dozens of cobblers & they all use basic contact cement for this repair & it lasts years.

Rebuild - Replacing the tread, sole, and welt of a boot.
A full rebuild is only necessary if you wish to remove the leather sole & leather welt, in addition to the outsole tread. This process is more expensive because it is time consuming and more difficult for local cobblers.

Mail-In Resole / Rebuild - Not everyone has access to a cobbler in their area, so we recommend the following online options; Nu Shoe & My Shoe Hospital.

Water Resistance & Water Damage

Our leather uppers are rated at 10,000mm water-resistance.
This means they are rainproof & waterproof under light pressure. For example; Our boots can consistently withstand light rain and average snow on a regular basis. They may withstand conditions beyond this, but not for a long period of time or without risk of affecting the leather's appearance or longevity. Water-resistant leather can still be damaged by water. Read closely to understand care instructions.

Wet boots
  • All leather needs to properly dry when it gets wet.
    • As soon as you can, dry off the upper leather, soles, heel-stack, and welt with a dry cloth.
    • Loosen the laces & leave boots open to air-dry indoors.
    • Minimal moisture contact dries quickly, but prolonged contact requires 24+ hrs to properly dry.
  • Water on the soles causes the leather to soften, and re-harden as it dries. This creates micro distortions each time it happens.
  • If your leather soles are not properly dried, it can cause the rubber tread to separate more quickly.
  • Our boots are not recommended for daily use in wet conditions. Find yourself a simple rubber muck boot for this use-case.
  • Improper care of boots voids your warranty.
Can I make my boots waterproof?
You can use waterproofing products to significantly increase water resistance to the leather uppers.
  • We recommend starting with a light application first and seeing if your specific scenario calls for more.

  • Dry or Cracking Leather
    • If your leather appears dried out or cracking, apply a neutral leather conditioner/saddle soap to restore the health of the leather.
      • This includes the leather heel, welt, and uppers.
    • Leather needs conditioner like your skin needs lotion.
    Outsoles & Rubber Treads
    Our outsoles & rubber treads are made for general purpose use, across most temperatures.
    • They provide standard traction in normal & wet circumstances, but are not intended for consistent slippery-surface use or extreme scenarios.
      • Shiloh Boot - The rubber treads of our Shiloh boot are subject to peel away from their leather sole if not cared for properly.
      • Kern Boot - The expanded foam soles are extremely light & made for casual use. High abrasion activity will decrease their lifetime.
    • No sweat - all our boots can easily be resoled.

Custom boots

Unfortunately, we do not make custom boots. We only offer the products you see on our website.

To be notified of future product releases, get on our newsletter & follow us on Instagram

Additional Styles

At this time we are only offering the boots you see online. We wish we could do every style we & you want. Slow & steady for now...
Get on our newsletter & follow us on Instagram to be notified of future product releases!

Future products
  • Classic cap-toe boot - we are currently completing design of this boot. It will have some style influence from our Fairfax boot. Expected release summer 2020.
  • Engineer boot - we are currently designing this boot. It's gonna be true to historical engineer boots with a Wilcox touch. Expected release summer 2020.
  • Safety toe boot - we have prototyped several versions, but are still pursuing that special Wilcox mix of strength & comfort. Updates expected in late 2020.

Order Questions

Shipping Methods


United States: UPS Ground

International: DHL


When will my order ship? Orders ship no later than the next business day.


How long does shipment take? It depends on where it's headed.

United States: 3-5 business days

Canada: 8-10 business days

International: 15-21 business days


How much is shipping? It depends on where it's headed.

United States: $15

Canada: $25

International: $27


Note: Additional costs incurred with international shipping (i.e. customs & duties) are not covered by Wilcox Goods.

Exchanges

We will gladly exchange your items, so long as;

- Requests are submitted within 30 days of receiving your order.

- Items are unworn, undamaged and in their original packaging (other than trying on footwear indoors).

- We reserve the right to refuse items that do not meet these criteria.


To exchange your purchase for another size, please;

  1. Visit our exchange portal and enter your order number and email address used at checkout.
  2. Select the reason you'd like to return your items and specify that you'd like an exchange.
  3. Once we review your order, a shipping label & instructions will be emailed to you.
  4. Write the RMA number & Order number clearly on the receipt or any paper inside the package.
  5. Print out the label & take the package to the nearest post office to ship.
  6. Upon receiving your items at the warehouse & ensuring they are unworn, undamaged & in their original packaging, please allow up to 2 business days for your new items to ship.

Damaged or Defective product?
Follow the same steps as above, but select 'Damaged' as the reason for return.
Provide as much detail as possible regarding the damage or defect.
Specify in the comments if you'd like your new item in the same size or something different.

Returns

We will gladly return your boots, so long as;

- Requests are submitted within 30 days of receiving your order

- Items are unworn, undamaged and in their original packaging (other than trying on footwear indoors)

- We reserve the right to refuse items that do not meet these criteria.


To request a return, please;

  1. Visit our returns portal and enter your order number and email address used at checkout.
  2. Answer the questions and wait for your shipping label to be emailed to you.
  3. Print out the shipping label (label cost for returns will be deducted from your refund).
  4. Write the RMA number & Order number clearly on the receipt or any paper inside the package.
  5. Take the package to the nearest post office to ship.
  6. Upon receiving your items at the warehouse & ensuring they are unworn, undamaged & in their original packaging, please allow up to 7 business days for refunds to process.

Guarantee

We are dedicated to making footwear & leather goods that are built for the long haul. With a little care & attention from you, our products will give you years of wear.

OUR GUARANTEE COVERS:
  • Production defects
  • Failure of workmanship
Wilcox branded products covered by this guarantee are warranted to the original owner. If your product covered by this guarantee fails due to production defects or failure of workmanship, we will pay to have it repaired at a local cobbler, or replace it, at our discretion.

Submit a Warranty Claim

Head over to our Returns & Exchange Portal for warranty support. Follow the same steps as an Exchange, but select 'Damaged' as the reason. Provide as much detail as possible regarding the defect. Through this process, our customer service team will work with you to identify the best resolution; repair or replacement. It may be determined that your issue is not under warranty.

OUR GUARANTEE DOES NOT COVER:
  • Normal wear & tear
  • Natural break-down of materials & colors
  • Accident, improper care, or negligence (including animals or exes)
  • Extreme use or use outside its intended purpose
  • Unapproved third-party alterations

Normal Wear & Tear

An idea of expected use, by material:
  • Rubber tread: 6 to 18 months, depending on use.
  • Leather outsoles: 6 to 24 months, depending on use.
  • Foam insoles: 6 to 18 months, depending on use.
  • Leather belts: 12+ months, depending on use.
  • Leather wallets: 18+ months, depending on use.
Note: Our footwear is intended to be resoled, and based on how you wear them, they may need to be resoled sooner than average. If you ride a motorcycle regularly, you walk like a zombie, or are built like a WWE professional, expect the materials to wear out quicker than average. More clealry, extended use in extreme terrains or harsher environments will reduce the averages mentioned above.
OTHER QUESTIONS

Send your own question by filling out our contact form below or emailing help@wilcoxboots.com.