Customer Service

FAQS

Customer service is at the heart of all we do at Kanyon Outdoor. We not only want to supply you with the best possible products, but we also want to make your shopping experience with us as stress free and pleasant as possible. Whether it is before, during or after making your purchase, we are here to answer your questions and provide any support and advice that we can.

Caring for your Kanyon Boots

Our boots are made using the finest quality materials, leathers and suedes. Leather is a product that can have slight imperfections like growth or vein marks and this is part of the natural characteristics of the material and not a fault.

To keep your boots in prime condition, it is advised that you follow the guidelines below:

  • After wear, remove all mud and clean your boots with our cleaner spray or a good quality wax based cream. Never use caustic or corrosive cleaning agents.
  • Allow your boots to dry naturally in a well ventilated area away from direct sources of heat like radiators or hot air blowers. Never force dry, this could result in the leather cracking.
  • During long periods of wear or excessive wetting, stuff the lower half of the boot with paper and allow to dry naturally.
  • Use a suitable brush for suede material.
  • Lubricate zips with a little light oil to keep them running smooth.
  • Additions to the sole or heel could affect the performance of the boot and are not recommended.

Cleaning your Boots:

How to remove dirt and grime from boots with suede in the upper

  1. When the boot is dry, start by brushing your boots with a stiff brush to remove the larger pieces of dirt.
  2. Mix a suede and leather combination cleaner/shampoo according to the instructions on the bottle.
  3. Scrub the boots well with a sponge and cleaner mixture. Because the shampoo may affect the appearance of the suede when dry, we recommend that you clean both boots all over so they will look consistent when dry.
  4. After cleaning, use a shoe stretcher or stuff socks or newspapers inside your boots until the shape appears normal. Damp suede can stretch and sag.
  5. Sit the boots in a dry cool place for 24-48hrs until dry.
    • Do not wear the boots again until they are completely dry or they will stretch.
    • We don’t recommend standing the boots in the sun as the leather may wrinkle under an intense heat.

How to remove dirt and grime from boots with leather uppers

  1. Start by brushing your boots with a soft brush or damp cloth to remove the larger pieces of dirt.
  2. Use a small amount of a generally available leather cleaner according to the bottle instructions.
  3. Rub the damp cloth on the leather without putting too much water on the leather.
  4. Wipe away lather with a fresh damp cloth. Don't rinse the leather in water.
  5. Polish leather with a dry towel.
  6. Treat leather with a leather conditioner after it has dried completely. This should be a non-silicone water and stain protector.
  7. Sit the boots in a dry cool place until dry.
    • Do not wear the boots again until they are completely dry or they may stretch.
    • We don’t recommend standing the boots in the sun as the leather may wrinkle under an intense heat.

Delivery & Returns:

All deliveries are by courier and will require a signature. Orders placed before midday will ordinarily be delivered the following working day.

UK Delivery Costs:

£5.00 for up to and including 5 pairs (as part of the same delivery).
£3.50 for each additional 5 pairs (as part of the same delivery).

Exceptions:  Unfortunately, some parts of the UK carry extra costs and may take slightly longer to deliver to. These are as follows:

  • Northern Ireland and the Isle of Man: £12.50 up to and including 5 pairs, £10 per 5 pairs thereafter (as part of the same delivery). 2 Day service.
  • Scottish Highland and Islands to include post codes AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50, HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3: £10.50 up to and including 5 pairs, £8 per 5 pairs thereafter (as part of the same delivery). 2-5 Day service.
  • Any other offshore location: £15.50 up to and including 5 pairs, £12 per 5 pairs thereafter (as part of the same delivery. 2 Day service.

International Delivery Costs:

All deliveries to destinations outside of the UK may be subject to import duties and taxes, each levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges for customs clearance will be the responsibility of the customer.  It is the customer’s responsibility to check that any products ordered from kanyonoutdoor.global comply with state and federal government import regulations. When ordering from us, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

International delivery times vary between 2-6 working days of the order being placed. Please see below for delivery costs:

Ireland, France, Germany and Luxembourg:
£12.50 up to and including 5 pairs (as part of the same delivery).

Switzerland, Austria and Denmark:
£15.50 up to and including 5 pairs (as part of the same delivery).

Italy, Spain, Czech Republic and Slovakia:
£21.00 up to and including 5 pairs (as part of the same delivery).

Poland, Portugal, Romania, Serbia, Slovenia and Sweden:
£26.50 up to and including 5 pairs (as part of the same delivery).

Belgium and The Netherlands:
Kanyon outdoor has a number of stockists in Belgium and The Netherlands.  For a full list of retailers please visit www.kanyonoutdoor.nl

Rest of the World:
Please contact us directly to check if we deliver to your location and for a quotation.

Returns:

We are happy to accept returns and exchanges within 30 days of the original invoice date for customers who have purchased from the Kanyon Outdoor website. The product must be returned unworn and arrive to us in its original shipping condition to qualify for exchange or refund. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

We offer a free UK returns service using the Collect+ network. If you would like to return goods for an exchange or refund, please contact us via email at kanyon@tripal.global and you will be given further instructions on how to return your goods free of charge.

If you would like to return goods from outside of the UK, you will be responsible for the cost of returning your goods.

For exchanges: upon receipt of the item we will send you the requested exchange without any additional shipping charges.
For refunds: upon receipt of the item your refund will be credited to the original payment card.

Please note: We will only refund or exchange purchases made directly from the Kanyon Outdoor Website. For purchases made from one of our stockists, please contact them directly for information on returns and exchanges.

 

FAQS

Where can I find information on sizing?

Our size charts can be found by clicking on the menu tab on the homepage and choosing ‘Sizing Guide’

How do I know which Calf fitting I need?

A number of our long boots come in different calf widths for optimum comfort and fit. To find out which size is most suitable for you, we have created a calf fitting chart which can be found by clicking on the menu tab on the homepage and choosing ‘Sizing Guide’

How do I clean and care for my Kanyon boots?

To keep your boots in prime condition and ensure they remain waterproof, we advise that you follow the guidelines set out in our care guide on the customer service page.

The Gorse X-Rider boots say they are waterproof....does this mean I can go wading through a stream?

The Gorse X–Rider boots are primarily designed for horse riding, however they do have a K-Dry Waterproof lining up to the bottom of the expandable calf panel. They are therefore waterproof up to this point but not really suitable for taking a stroll through a stream.

I would like to try on a pair of Kanyon boots before I buy them – do you have any stockists near me?

Kanyon Outdoor footwear is sold through a network of retailers. For information on your closest stockist, please contact kanyon@tripal.global or telephone +44 (0) 1933 423 380

Will my nearest store stock everything that is on the website?

No, not necessarily. It is down to each store which products they stock, so it is worth calling them first to ensure they have what you are looking for.

I ordered some boots online but they don’t fit. How do I exchange or return them?

We are happy to accept returns and exchanges within 30 days of the original invoice date for customers who have purchased from the Kanyon Outdoor website. The product must be returned unworn and arrive to us in its original shipping condition to qualify for exchange or refund. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

We offer a free UK returns service using the Collect+ network. If you would like to return goods for an exchange or refund, please contact us via email at kanyon@tripal.global and you will be given further instructions on how to return your goods free of charge.

If you would like to return goods from outside of the UK, you will be responsible for the cost of returning your goods.

For exchanges: upon receipt of the item we will send you the requested exchange without any additional shipping charges.
For refunds: upon receipt of the item your refund will be credited to the original payment card.

Please note: We will only refund or exchange purchases made directly from the Kanyon Outdoor Website. For purchases made from one of our stockists, please contact them directly for information on returns and exchanges.

How can I become a Kanyon Outdoor retail partner?

To enquire about becoming a retail partner for Kanyon Outdoor, please email kanyon@tripal.global or telephone +44 (0) 1933 423 380 for further information.

How can I find out about future promotions and new products in the Kanyon range?

Just sign up to our email newsletter on our ‘News and Events’ page and we will keep you informed of future developments and any offers and promotions.

I have a question that is not listed here, who can I speak to?

If your question has not been answered, please just contact us and we will be happy to help. There are a number of ways to do this:

Email: kanyon@tripal.global

Tel: +44 (0) 1933 423 380

Or use the contact form on the ‘Contact Us’ page of our website.

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