RETURN & REFUND POLICY
General Return & Refund information:
- If your order arrives, and it is not right, we will fix it, we promise.
- Your shoes don’t fit? You can return any new, unused and unaltered item within 7 days of delivery.
- Items that are produced Made-to-Order, that is, manufactured strictly based on customer’s specifications and produced exclusively for them, are not eligible for a return or exchange.
- Email email@example.com and our staff will guide you through the Return Procedure
- When trying shoes for the first time we recommend wearing them on a carpeted area to ensure fit and comfort, and to avoid damaging the sole if you wish to be able to return them. Please be sure your shoes fit properly and that you are completely satisfied before wearing them for normal use.
There should no scratch on the materials and the soles of the shoes must be as new as when delivered.
Please, do not ship back any item without requesting the appropriate RMA authorization code in the first place. Delivery of unauthorized merchandise will be rejected.
Return or Exchange of MTO items / Right of Withdrawal
Right of withdrawal does not apply to goods or products that are made to order and/or clearly personalized. All the products that are handcrafted made to order under your request (MTO) and produced strictly following your design instructions are not eligible for return or exchange unless otherwise stated.
Size Exchange of MTO Orders
Your custom shoes don’t fit? You can return any new, unused and unaltered pair of shoes within 7 days of delivery. We will manufacture a new replacement free of cost on the new size. To be eligible for a size exchange, your item must be unused and in the same exact condition that you received it. Specifically, no visible wear on the upper or sole of the shoe. It must also be in the original packaging, so do not damage the packaging. Customers living in the Netherlands have 14 days to notify.
Bear in mind that you will be responsible for the returning shipping costs to our warehouse.
Size Exchange / Return Excluded Items
The following items are excluded from the standard return/exchange policies, and therefore can not be returned or exchanged due to fitting issues or any other circumstances.
- Orders that use any kind of exotic leather.
- Orders that are engraved/embroidered with initials or any other type of special customization.
When purchasing items like the ones above, make sure the size you request is appropriate, and the design specifications are correct. No cancellation, modification, return or exchange can be done on these orders.
If you receive a product that is faulty in any way or that does not match your design instructions, you will need to notify us within 7 working days of receiving the goods.
Depending on the issue, you might be asked to ship back the item, so we can inspect the product at our factory. If we perceive to be a genuine fault/flaw, we will amend the issue or manufacture a replacement, and ship the item back to you at no cost. Alternatively, you can also return any defective merchandise and ask for a full refund.
If you do not report to us within the next 7 days of receiving your item, we will assume that you accept the goods. Customers living in the Netherlands have 14 days to notify.
Refunds (if applicable)
Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return/refund. If your return is approved, then your refund will be processed automatically if applicable.
Based on the item and the reason for the return, the amount will be refunded to the original method of payment, within a certain amount of days, or we will issue an in-store credit voucher. Shipping costs are non-refundable
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this, and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Sale items (or purchases paid fully or partially with credit/coupon codes) cannot be refunded, instead, you will be refunded with in-store credit (voucher coupon)
How do I make a return? (if applicable)
You must contact us first at (email@example.com) and we will then provide you with instructions. All products must be shipped back unworn and in the exact same conditions. The returned items will be inspected to see if you qualify for a return.
Returned merchandise that does not meet our return requirements will not be refunded nor shipped back. You will be able to collect rejected merchandise from our warehouse for the next 15 days after receiving our rejection email.