Our products are made to order, meaning that we produce them for you, as you submit your order. Unfortunately, we cannot offer you a refund or exchange, unless there is a wrong item made on our side.
If you changed your mind
Please cancel your order in the first 12 hours following submission, to be eligible for a refund. After 12 hours, we will start the production and will not be able to cancel your order.
If the shoe does not fit as needed
We are doing our best to customize the shoes according to specific proportions of your feet. We strongly recommend using our measurement guideline before placing your order. If the shoes are too tight we would be happy to stretch or re-last the shoes for you but you will be responsible for paying for the return and re-send postage. If you experience heel slippage, we recommend trying tongue pads and heel grips. Please use the instructions here, if you didn't send us your measurements.
In the rare event that goods are produced faulty, please contact us and we will do our best to solve the problem with you.
We stress that any shoes ordered and not canceled within 12 hours of purchase cannot be returned.
In the occasional cases where refunds or only partial refunds are granted, the items should be in its original condition, undamaged and should be delivered to the postal service no more than 30 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
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)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to the address that will be provided to you by e-mail.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
ShippingPlease contact us through firstname.lastname@example.org and we will send you the return address for the item.
You will be responsible for paying for your own shipping costs for returning your item.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.