Frequently Asked Questions
Most frequent questions and answers
CAN I RETURN OR EXCHANGE MY ORDER?
Since this a made-to-order service, we do not allow to cancel or modify an order which has been placed and paid on our systems. It will be automatically sent to production right away after the payment.
For the same reason, we don’t adopt any return policy.
If you spot an error after submitting an order, please, send an email to our support team as soon as possible to review your case individually.
DO I HAVE TO PAY TAXES, CUSTOMS, OR DUTIES ON MY ORDER?
Bear in mind that the receiver of the parcel is responsible for import duty, taxes, and documentation required by the customs agency of the receptor country.
Some countries, like the United States, do not charge any import duty or taxes on individual shipments with a commercial value of less than 800 USD. The previous threshold and exact procedures vary between different countries and regions.
A special case is Canada, where all imports from/to Europe are duty-free.
HOW MUCH DOES SHIPPING COST?
The associated shipping costs of an order are calculated and shown during the checkout and are based on the volume of the items on the cart and your shipping destination. Courier rates are calculated in real time.
HOW LONG WILL MY ORDER TAKE TO BE PRODUCED?
The usual production time is about 3-5 weeks. Remember that you are purchasing a made-to-order pair of shoes, that is, your pair is not produced in advance, every part of it will be hand-crafted, exclusively for you, after submitting your order. From the start (leather hand cutting) to finish (sole stitching).
Also, please bear in mind that some customizations and artisan methods (i.e., Patina Finishing) are more time consuming than others. If you customize your order with them, we might exceed the standard manufacturing time.
DO YOU DELIVER TO MY COUNTRY?
We ship almost worldwide using DHL/UPS Express Worldwide service.
If you cannot find your country, please contact us to arrange shipping.
WHICH ARE THE SHIPPING COSTS?
The associated shipping costs of an order are calculated and shown during the checkout and are based on the weight of the items in the cart.
Courier rates are optimized in real-time.
You will be advised of the total shipping costs on the checkout page, after entering your shipping information.
WHICH PAYMENT METHOD DO YOU ACCEPT?
We accept payments from PayPal credit cards (visa, mastercard, amex, maestro) and STRIPE.