How can we help?
Whether you can’t find the right answer below, or if you would just like to get in touch, please feel free to contact us at firstname.lastname@example.org
Frequently Asked Questions
How can I pay for my order?
Currently we accept:
- Visa (credit and debit cards)
- MasterCard (credit and debit cards)
- American Express
How long does it take to manufacture a pair of shoes?
Depending upon demand, it takes up to 3 weeks to produce your pair of shoes and ship directly to you. This timing, along with your estimated delivery date will be provided as part of a confirmation email from us, once we have confirmed your order with the artisans.
Can I expect any delays in production?
Due to the level of skill and care that goes into each pair of shoes, we are limited in how many we can produce each month. And that's not necessary a bad thing as we think that good things are worth waiting for a little longer.
Within 24 hours of placing your order, you will receive an email with confirmation of your delivery details, and it is then that we would advise of any delays.
How does your sizing work?
Each pair is made to size based on the length of your feet. We can either work to a European size, or a specific measurement if you share it. We have provided a clear guide that can help you provide us with accurate measurements here.
What sizes do you offer?
Based on the materials and tooling, we offer shoes between European sizes 38.5 and 47 (US 5-13.5). If your feet don’t match this, then please send us an email with your specific size (according to our guide) and we will speak with our artisans to see what we can do.
Why we don't make white sneakers?
Lately, white sneakers are back to fashion, so many people asking us to make all white option of our shoes. In our production we use only the finest, vegetable tanned leathers. The natural tanning process determines much better qualities of final product such as good breathability and beautiful ageing. It also makes impossible to dye leather in lighter colour than the colour of natural leather. Only leathers processed with toxic, heavy metals come in white. We think it shouldn't be right to compromise our product quality just for another trend.
How long will it take for my parcel to arrive?
When the shoes are made, depending on where you live, delivery can take up to 10 days (total time from order confirmation to delivery should not be longer than 4 weeks). You can see shipping times by content here. In your confirmation and update emails, you will receive a tracking code, and estimated timings, so you are fully informed of when they will arrive.
How much does shipping cost?
Please see all details about shipping here
Do I need to pay custom duties and taxes?
All our products are shipped directly from our workshop in Italy, and outside EU any customs or import duties may be charged once the parcel reaches its destination country. As we have no control over such charges, the recipient of the parcel must pay any additional taxes.
Can I customise my shoes?
We have already designed each pair to be unique, based on the design and manufacturing process. We are also continually developing new shoes for our collection. Therefore we don’t offer customisation as a standard service, but we are always open to hearing new ideas so feel free to email us at email@example.com
What if my shoes don’t fit right?
For the right fit, additionally to your shoe size, we ask you to carefully measure your heel-to-toe length. Most of the time these two pieces of information are enough to make a perfect fitting pair of shoes. However every foot is unique thus there is a small chance that made-to-fit shoes won’t be right the first time. That is why we offer, at no additional charge, to pick up, remake and redeliver your shoes. In that case, we ask that you undertake the following process.
- Try the shoes using both insoles that came with the shoes to see if one helps the fit
- If not, contact us within 30 days of receiving them and explain the sizing issue, giving as much detail as possible
- Place the unworn shoes in the original packaging and give them to the delivery company that we will arrange free of charge (please note that pick-up city must be the same as it was for the delivery)
- Wait for us to confirm receipt of the shoes and give you a new tracking code for your re-sized shoes.
Can I return an item?
If your shoes don’t fit correctly, and the provided sole inserts do not improve the fit, then we are happy to remake them. Please read the section on returns. We are unable to offer refunds on products because they are made to order and therefore we are not able to resell them. If you have any other issues, please email us at firstname.lastname@example.org giving us some details.
How do I care for my shoes?
There are many ways to help protect your shoes long term. We have a detailed guide on shoe care here
Can I find your shoes in a traditional store?
We make the shoes specifically for you, therefore you can only order them through our official site. This direct model allows us to remove resellers and mark-ups from the equation, helping you get better value for your purchase.
Can I cancel or change my order?
If your shoes haven’t reached manufacturing stage then there is a possibility to cancel or change your order. If you do wish to change or cancel them then please email us at email@example.com as soon as possible.