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?
All shoes in stock we ship within 24h of order confirmation.
The time frame for pre-order goods depends on each product individually and usually it is stated on product description page.
Depending upon demand, it takes around 4 weeks to produce made-to-order 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.
How does your sizing work?
We work to a European size or a specific measurement if you share it. In case you can't decide your size 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 unisex sizes 36 to 47 (US 4 -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 unique 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?
Usually delivery takes around 2-3 working days to reach you, but depending on where you live, it might take up to 10 days. 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 either from our office in Berlin or directly from our workshop in Italy. Therefore 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?
Yes, since our manufacturing is very manual we are happy to make something a little special according to each specific need. Please feel free to email us your ideas.
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 order online a perfect fitting pair of shoes. However every foot is unique thus there is a small chance that shoes won’t be right the first time.
For ready to ship shoes we offer 14 day free of charge returns for a full refund or change of size if the right size is available. For made-to-order shoes we offer, at no additional charge, to pick up, remake and re-deliver your shoes. If shoes don't fit just email us and we arrange pick up
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 cancel or change my order?
If your shoes haven’t reached shipping or manufacturing (made-to-order) 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 as soon as possible.