FAQ
When can I expect to receive my order?
Orders placed before 12:00 PM (ET) are processed within 1–3 business days. Most customers receive their order within 6–10 business days from the date of purchase.
Delivery times may vary slightly depending on carrier volume and local delivery conditions. As soon as your order ships, you will receive a confirmation email with a tracking number, so you can follow your parcel at any time.
Where do you ship?
We ship to the United States (all 50 states), Canada, the United Kingdom, Australia and New Zealand.
What are the shipping costs?
All orders include free shipping, with no minimum purchase required.
I want to cancel my order. How can I do so?
You can cancel your order at no cost before it has been dispatched. To request a cancellation, please contact our Customer Service team as soon as possible after placing your order.
Once an order has shipped, cancellation is no longer possible. In that case you can simply return it after delivery.
What if my boots do not fit?
No problem. We are easy-going with size exchanges, and you do not have to send the boots back. We ship you the same boot one size up or one size down, and you keep the pair you already have.
Email info@westerline.com within 30 days of delivery with your order number and the size you would like instead. We check availability and sort out the right size for you straight away. No return to arrange, no label to print.
This covers the same boot in a different size, one size up or one size down, and is limited to one swap per pair ordered, subject to availability. Would you rather have your money back? Our standard 30-day return still applies, with return shipping at your own expense.
Which carrier will deliver my order?
Your parcel is handed over to the postal service in your own country for the final delivery: USPS in the United States, Canada Post in Canada, Royal Mail in the United Kingdom, Australia Post in Australia and NZ Post in New Zealand.
Which service handles the first part of the journey depends on your destination and the size of your order. Your tracking link follows the parcel the whole way, so you always see one status from dispatch to delivery.
How do I track my order?
As soon as your order is dispatched you receive an email with your tracking number. You can follow your parcel at any time on our Track your order page, using your tracking number or your email address and order number.
It can take 24 to 48 hours after dispatch before the first scan appears. If your tracking has not moved for more than five business days, email info@westerline.com with your order number and we will chase it for you.
Can I exchange an item for a different size or colour?
Yes. For boots, just email us and we arrange the right size for you, as described above. You do not have to send anything back.
For belts, bags and jewelry, email info@westerline.com within 30 days of delivery with your order number and the size or colour you would like instead. We will confirm availability and send you the return instructions and return address. We are flexible with replacements and will always work with you to find a solution that suits you. Your replacement ships as soon as we receive the original.
How can I pay, and is my payment secure?
We accept Visa, Mastercard, American Express, Discover, Maestro, PayPal, Apple Pay and Google Pay. You are charged in the currency shown on the product page, and the price you see is the price you pay, with no additional customs or import fees.
Our entire website runs over an encrypted SSL connection, which you can recognise by the padlock in your browser's address bar. Your card details are entered on Shopify's secure, PCI DSS compliant checkout and are sent straight to the payment provider. We never see or store your full card number. More detail is on our Payment Options page.
I would like to return an item. What should I do?
You may return your order within 30 days of delivery, for any reason. Not quite right? Let us know before you send anything back. We are easy-going with replacements, and in most cases we can sort it out with a different size or colour, so you end up with something you love.
To start a return, contact our Customer Service team at info@westerline.com with your order number and the reason for your return. We will send you the correct return instructions and return address. Please do not send items back before contacting us, as that helps us process your return quickly and correctly.
Returned items must come back in their original condition, with all original packaging, tags, and accessories included. Trying your order on indoors is fine — we only ask that it has not been worn outside, altered, or washed.
After we receive and inspect your return, approved refunds are issued within 7 business days to your original payment method. Depending on your bank or card provider, it may take a few extra days for the refund to appear in your account. You will receive a confirmation email once your refund has been processed.