How do I place an order?
Placing an order is very easy, simply follow these steps:
(1) Shop by browsing through any of our product categories and view more detail on each product page.
(2) Add your chosen size to your shopping cart by clicking on the ‘ADD TO CART’ button.
(3) Review the items you have selected by clicking on the ‘MY CART’. To delete an item from your shopping cart, click on the 'REMOVE' button.
(4) To finalize your purchases, click ‘CHECK OUT’ and follow the instructions to fill in the blank and choose your desired payment method.
How do I use my promotional code?
Promotional codes can be applied at checkout. Simply enter your code in the blank. Promotional codes cannot be combined with any other codes/promotions.
How will I know that my order has been placed successfully?
Once you place your order successfully, you will receive an email confirmation from us. Be sure to scan your junk mail folder just in case it did not make it into your inbox. If you have not received your order confirmation email after 24 hours, please contact us.
Can I cancel my order?
If your order has not yet shipped, we should be able to cancel the order for you. If you want to cancel your order, please send an email to firstname.lastname@example.org with the order number.
Can I modify my order?
Unfortunately, we are unable to make any modifications because our system processes orders immediately. All we can do is cancel your order before shipping. Then, we will invite you to place a new order.
Can I order over the phone?
Due to the time zone differences, we are sorry that we currently cannot accept orders by phone.
What size should I choose?
Our products are made of European size system. Please refer to our size guide for further information. This information is also available on the individual product pages.
What can I do if I received a wrong/faulty item?
We are very sorry to hear that you received a wrong/faulty item. Please contact us with the following information: order number, a short description of the issue, and a photo of the wrong/faulty item. As soon as we receive this information, we will follow up swiftly to resolve this issue.
The item I like is out of stock on the website? Will it be available again?
All of our products on the website have a very limited quantity. We are not sure whether the item you like will be available again or not. Please send an email to email@example.com with the photo and the item number of the item or follow us on Facebook or Instagram to receive the latest news.
What can I do if the zippers/buckles/buttons of the shoes are broken?
All of our products on the website have one year warranty.
If you purchase the shoes from our online store, please send us a photo and the item number of the shoes.
If you purchase the shoes from retail stores, please contact the store from which you purchased them for further assistance.
All we can do is provide the replacement to you. You may take the shoe to the local cobbler to have it replaced.
Which payment methods are accepted?
We accept PayPal, Visa, MasterCard, JCB at our checkout.
Which currency can I use to place an order?
We charge orders using U.S. dollars.
What can I do if my order is in an error of payment?
Please send a screenshot of the error page to firstname.lastname@example.org. We will be happy to sort this out for you. We also advise you to contact your bank or to use another method of payment.
Is my personal information kept safe?
To place an order, we will require your name, email address, billing address, delivery address, telephone number, credit card number, expiration date and CVV number. If necessary, these details may be used to verify and validate your order.
We may use your contact details to keep you informed of our latest collections and news.
Duty & Tax
Do I need to pay duties and taxes?
Duties and taxes may apply to international orders. It will be your responsibility to pay import duties and taxes. So, we will charge these costs in advance at our checkout.
How much duties and taxes do I need to pay?
Duties and taxes applied depend on the value of the order and the destination country and are calculated automatically at checkout. These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country. All we can do is charge these costs in advance. Then we guarantee that there will be no additional charges when you receive your package.
Delivery & Shipping
Which country do you deliver to?
We currently ship to the following countries: United States, Canada, Australia, Austria, Belgium, Denmark, Finland, France, Germany, Luxembourg, Netherlands, Norway, Spain, Sweden, Switzerland, United Kingdom, Malaysia, and Singapore.
If you do not see your country listed, it is likely that we do not currently ship there.
How much will it cost to deliver to my country?
Shipping cost are calculated automatically at checkout and depend on the destination country.
United States: Under $99 of Purchase: $20/ per order ; Above $99 of Purchase: free shipping
Canada: $20/ per order
Australia: $78/ per order
Austria, Belgium, Denmark, Finland, France, Germany, Luxembourg, Netherlands, Norway, Spain, Sweden, Switzerland, United Kingdom: $68/ per order
Malaysia, Singapore: $68/ per order
Can I amend my delivery address?
If your order has not yet shipped, then we should be able to update your address, so long as the delivery country remains the same. We cannot change the delivery country.
Once your order has been shipped, we are unable to make any amendments to the shipping address.
Can you deliver to a PO box?
We are unable to deliver packages to a PO Box. Please advise a physical address for delivery.
Which carrier do you use?
Packages are shipped via UPS, FedEx or DHL.
How can I track the delivery of my order?
As soon as your order is shipped, we will send you a confirmation email along with your tracking number. You may use this number to track your order online. Please allow some time for the status of the shipment to be correctly displayed.
Return & Refund
How can I return an item?
We understand that from time to time there might be a gap between what you expect and what you receive. If the item you order does not meet your expectation, please send an email to email@example.com to obtain a return authorization with your order number, the item you would like to return and the reason why you want to return within 7 days of receiving the package.
For further return information, please refer to our return & exchange policy.
Do I need to pay for the return?
Starting from December 16, 2021, we are sorry but we will charge a restocking and handling fee/per pair for the return process because of surging shipping costs. We will refund the payment to you after deducting the restocking and handling fee.
United States, Canada: $20/ per pair
Australia: $78/ per pair
Austria, Belgium, Denmark, Finland, France, Germany, Luxembourg, Netherlands, Norway, Spain, Sweden, Switzerland, United Kingdom: $68/ per pair
Malaysia, Singapore: $68/ per pair
Can I exchange the item I ordered for another item?
We are sorry, but we do not offer exchanges. If you want another size, color or style, we will suggest you send your return back and invite you to place a new order at the same time.
Can I get a refund of the shipping fees?
Any original shipping fees incurred at the time of purchase are non-refundable.
Can I get a refund of the duties and taxes paid for this order?
Import duties and taxes are not refundable. We do not accept tax refunds for purchases.
Why do I not receive the refund?
‧ Returned Items
Please note that returned orders should take up some business days for the funds to credit back to your original payment method as the below steps need to be followed:
(1) The item you return arrives back to our warehouse.
(2) The item you return should be processed and inspected for refund approval.
(3) Authorize the finance department to issue a refund.
(4) Refund the payment to your payment method.
Once our finance department processes the refund, it may take 2-10 business days for the fund to be credited back.
‧ Canceled Orders
If you paid by credit card, then we will issue a refund as soon as possible. Please allow 2-10 business days for the funds to credit back to your payment method.
If you paid by PayPal, then the canceled order should have automatically generated a refund back to your account.