Frequently Asked Questions (FAQS)
ORDER
Can I cancel or change my order?
We are committed to getting your order processed and dispatched as soon as possible.
Soon after your order is placed, it immediately goes into the fulfilment process and you may not be able to cancel or adjust the order.
Please contact us immediately on our customer services number email at info@muckbootcompany.nz and we will attempt to intercept it.
If we are unable to intercept it, you can return the items to us unworn, with all tags and labels attached, within 30 days of purchase.
Click here return to make a return.
Can I return my order for exchange or refund?
We offer exchanges for items you wish to return in exchange for a different size, style, or refund.
*Please note that we will only cover the cost of the first return. Any change of mind for exchanged boots will be at the customer's expense.
If you choose to exchange for a different style, any price difference must be paid.
Refunds are available within 30 days of the purchase date, provided the items are returned with tags and labels attached.
Please fill out our online return form for an exchange or refund here.
Once we receive your return, please allow up to 10 business days for it to be reviewed and processed.
Refunds will be credited to the original payment method.
If you have any issues please contact us at info@muckbootcompany.nz
What do I do if my product is faulty or I've received an incorrect item/size?
If you believe the product you received is faulty or if you have received an incorrect item or size, please contact info@the muckbootcompany.nz before returning your item.
We do cover return postage shipping costs.
Do not attempt to fix or repair your faulty product as this will invalidate your warranty and we will not be able to take your claim further.
SHIPPING
Do you ship outside of New Zealand?
We only ship within New Zealand.
INSTORE PURCHASES
Where is the closet store near me?
Certain stores carry specific styles and sizes.
You can use our store finder to locate a store near you and contact them directly before heading in to confirm their available stock.
PRODUCT
Can Muck Boots be submerged in water since they are 100% Waterproof?
Yes, they can be submerged in water.
Can I use my own orthotics?
Yes, all our Muck Boots are compatible with orthotics.
Each boot comes with removable insoles, which can be taken out and replaced with your custom orthotics for a comfortable fit.
The style I like is out of stock, what can I do?
We are working hard to restock so that we can keep everyone's feet warm and dry.
On the product pages, we have a 'stock availability' dropdown box where you can see when a size is back in stock.
How can I check if you stock a specific style or item I’m looking for?
Our current range is reflected on the website, and all available styles are listed there.
SIZE
How are the boots sized?
SIZE v FIT?
Everyone’s feet are individual, and we know correctly fitting boots are important.
Remember SIZE and FIT are different and any size guide can only be indicative. Fit is affected by the style, last and manufacturing technique used.
In most instances our UK sizing runs true but using our measuring guide will help direct you to the right choice.
The correct fit allows for room in the toe box (your feet get longer flatter and wider when under load) and no heel slip.
Too big and the heel slip risks damage to you and the boot. Too small and you risk black and bruised toes as they hit the end of the boot.
For those who are a half size, order the next size up.
Women’s styles are specifically built on a women’s last, which has a slightly slimmer foot shape to men’s styles.
Our unisex styles are slightly roomier than our women’s styles.
Our Size Guide will help you find the perfect fit.
How can I find the correct size for me?
To ensure the correct fit, please measure your foot from heel to toe and refer to our size guide available on the product pages.
What are your foot widths?
Our boots come in standard width D.
For those with wider feet, we would recommend our unisex styles as they tend to be roomier than women’s styles.
How are unisex styles sized?
Unisex styles are built on men's last.
For ladies with wider feet, we would recommend our unisex styles as they tend to be roomier than women's styles.
The heels on my boots slipping. What can I do?
While we have invested heavily in our shape and sizing, our boots often do not have a lacing system to customise the fit.
If your boots slip at the heel, placing heel grips inside will help secure your foot and minimise internal wear.
I have wider calves, which gumboot will suit me?
Neoprene has several features that lend it to making boots – waterproof, self-insulating, breathable, shock-absorbing, flexible, and exceptionally comfortable.
However, its stretch-ability also means we can accommodate a range of calf shapes and sizes than regular boots.
We also have a collection of mid-height gumboots that offer all the style and practical benefits of our wider calf gumboots, but with a lower cut that many find more comfortable.
MINOR REPAIRS
The sole is coming away from the boot, is there anyway to fix this?
For minor repairs, the natural rubber can be repaired with sealant found in local hardware stores.
We recommend Stormsure Flexible adhesive. First, clean the affect area thoroughly with mineral spirits.
Then, apply the sealant over the affected area and wipe to a thin film. The sealant should air dry for at least 24 hours.
CARE
How do I care for my boots?
Your new boots are constructed with high-grade natural rubber.
As a natural material, it is important your rubber boots are maintained and stored appropriately to prolong their life.
Read more on our Care Guide.
For leather products, we would recommend cleaning with a damp cloth, and use a stiff shoe brush to remove stubborn dirt.
Nourish the leather to keep them supple and resistant to water penetration.
FRAUDULENT WEBSITES
How can I check if a website is legitimate before placing an order?
Review Prices and Offers: If deals seem too good to be true, they probably are. Scammers often lure shoppers with unrealistically low prices.
Examine the URL: Ensure the web address starts with 'https://' and look for a padlock symbol, indicating a secure connection. Be cautious of URLs with misspellings or unusual domain extensions.
Check for Contact Information: Legitimate businesses typically provide contact details, including a physical address and phone number. Verify these details; for instance, use street view to confirm the address isn't suspicious.
Assess Website Quality: Poor grammar, spelling errors, and low-quality images can be red flags. Authentic sites maintain professional standards.
Trust Your Instincts: If something feels off, it's better to err on the side of caution and avoid making a purchase. If the price is too good to be true, there's a higher chance it's fraudulent.
We are aware of imposter/ fraudulent website claiming to sell Muck Boots and have taken strong actions to help shut them down.
We appreciate your caution and can assist to check if your order was placed on our official website: https://muckbootcompany.nz/
What will I be subscribing to?
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How do I unsubscribe?
If you wish to unsubscribe from our newsletter, you can unsubscribe the following ways:
1) Unsubscribe using the link at the bottom of the emails we send to you
2) Contact our customer service team at info@muckbootcompany.nz and one of our team members will be able to assist.