FAQs
1. Orders & Shipping
Q: When will my order ship out?
A: We process orders within 1-3 business days. Delivery to the US typically takes 7-15 business days, depending on your location and shipping conditions.
Q: Will I get tracking information?
A: Absolutely! You’ll receive an email with your tracking number once shipped. Track your package on carrier sites like USPS or FedEx.
Q: What are the shipping charges?
A: Enjoy free shipping on orders over $100. Orders below this amount will incur standard shipping fees. For international direct delivery, shipping costs are calculated based on weight and destination, and will be automatically displayed at checkout.
Q: Do you offer expedited shipping?
A: Yes! Upgrade to DHL/FedEx International Express (additional fee) for 3-7 business day delivery.
2. Returns & Exchanges
Q: How do I return or exchange an item?
A: Returns/exchanges must be requested within 7 days of delivery. Items must be unworn, undamaged, with all original tags. Start your return through our Return Portal (return shipping costs are your responsibility).
Q: What if I receive the wrong item or a defective product?
A: Email us at [email protected] with your order number and photos of the issue. We’ll arrange a free replacement or refund.
3. Products & Sizing
Q: Do your shoes run true to size?
A: Our sizing is standard. Check our size guide on product pages, and we recommend reading customer reviews or contacting us for sizing advice.
Q: What materials are your shoes made of?
A: Each product page lists detailed material information for uppers, lining, and soles.
Q: Do you offer customization or engraving?
A: We currently don’t offer customization, though some styles come in multiple color/pattern options (see product page selections).
4. Other Questions
Q: Who pays import duties/taxes?
A: Any applicable duties are the customer’s responsibility.
Q: Your prices are in USD – can I pay in other currencies?
A: Your payment provider (PayPal/credit card) will automatically handle currency conversion at checkout.
Q: How can I contact customer service?
A: We respond within 24 hours via: • Email: [email protected] • Live Chat (icon in bottom-right corner of website)