Root Footwear | Help & Support

Got questions?

We’ve got the answers.

Store Information

How do I place an order?

Placing an order is easy. Just browse our website, choose your item and size, then click ‘Add to cart’. When you're ready, head to checkout and follow the steps. You’ll get a confirmation email as soon as your order is placed.

What payment methods do you accept?

We accept all major payment methods, including Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, Shop Pay, and Discover.

How do I place a wholesale order?

If you're interested in placing a bulk or wholesale order, please email us at info@root-footwear.com and we’ll be happy to assist.

Do you also have a physical store?

We currently only sell online only, but we do have plans to open up a physical store in the UK, London. This helps us keep prices affordable and offer free delivery on every order.

How do I connect customer support?

You can reach our Customer Support team Monday to Friday, from 8:30am to 5:30pm. Just email info@root-footwear.com and we’ll get back to you as soon as possible.

Product Information

How do I know what size to order?

Our shoes are true to size for most customers. If you're in between sizes or unsure, please choose one size up or contact us at info@root-footwear.com. We're happy to help you find the best fit.

Do I need to wear socks with your shoes?

That’s completely up to you. Our shoes are comfortable with or without socks, so just go with what feels best for you.

Are your shoes waterproof?

Our shoes are water-resistant and can handle light rain or damp surfaces, but they’re not fully waterproof.

What materials are used in the shoes?

We use premium, breathable materials designed to support healthy foot alignment and lasting comfort. If you’d like more detail, feel free to get in touch.

What are the proper care instructions for your shoes?

Wipe them clean with a damp cloth and let them air dry. Avoid machine washing or exposing them to direct heat like a radiator or tumble dryer.

Returns, Refunds & Exchange

Can I change my address or cancel my order after placing it?

If your order hasn’t been dispatched yet, we’ll do our best to make changes. Please email us straight away at info@root-footwear.com.

What is your return policy?

You have 30 days from the day your order arrives to return any item. It must be unused, in its original packaging, and in resaleable condition. Sale items can also be returned. Return postage is your responsibility.

How do I return an item?

1. Email us with your order number and the reason for your return.

2. We’ll provide you with the return address and instructions to include with your parcel.

3. Send the item back using a tracked and insured shipping service. Please note that return shipping costs are the responsibility of the customer.

4. Once we received your return, we’ll process your refund within 2-3 working days.

Can I exchange my item for a different size or color?

We only offer replacements if your item is delivered wrong and it's the fault of our team. If you need a different size or colour, we kindly ask you to return the original item and place a new order.

Read full Policy

Shipping & Tracking

When will my order arrive?

Delivery to the UK usually takes 3-5 working days.

How can I track my order?

As soon as your order is sent out, you’ll receive an email with a tracking link so you can follow its journey to your door.

Do you ship internationally?

Yes, we ship worldwide for free, including to the UK.

How much does shipping cost?

Delivery is completely free. No hidden fees or surprise charges.

Read full Policy

Can't find your question?

Please contact us at info@root-footwear.com and we’ll get back to you within 1 - 2 working days. Already placed an order? To help us assist you faster, please include your order number or any relevant photos with your message.

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Root Footwear

At Root, we prioritise a healthier foot environment. Our footwear encourages the natural alignment of your feet, preventing and reducing foot pain and deformities. When you choose Hike, you are making a lifelong commitment to the well-being of your feet!

Our customer service is available Monday through Friday from 8:30am EST to 5:30pm EST