FAQ
Orders and delivery
Where is my order?
As soon as your order leaves our warehouse, you will receive an email with your tracking details. The link shows the latest status and the expected delivery date. Tracking can take up to 24 hours to activate. If the email has not arrived, please check your spam folder.
Can I change or cancel my order?
Orders are prepared as soon as they are confirmed, so we are unable to change or cancel them once placed. If your address is incorrect, please contact our client care team right away and we will do our best to correct it before the parcel ships.
Do you ship worldwide?
Yes, and shipping is complimentary on every order. Please see Shipping & Delivery for delivery times and the options available at checkout.
Will I pay duties?
Orders within the United States carry no duties. International orders may be subject to import duties and taxes on arrival. These are set by your local customs office and are the responsibility of the recipient.
Sizing
What size should I order?
Every pair is crafted in EU sizing, with US and UK equivalents in our Size Guide. Our loafers are cut on a slender last with a narrow width, so if you are unsure of your size, we recommend sizing up. For mules, choose the smaller size if you are between sizes. Sneakers sit on a firmer last, so choose the larger size if you are between sizes.
What if the size is not right?
You may exchange your pair within 14 days of delivery, and the new pair ships to you free of charge. Please see Returns & Exchanges.
Returns and refunds
When will I receive my exchange?
Once your return reaches us, it is processed within 5 business days and your new pair ships with a new tracking number. If the style you would like is sold out, we will issue a refund instead.
When will I receive my refund?
Refunds are issued to the original payment method within 3 to 7 business days of your return arriving. Your bank may take up to 10 business days to show it.
Who pays for return shipping?
Return shipping is at your expense, except for incorrect or faulty items, which we replace at our expense.
Payment
Which payment methods do you accept?
Visa, Mastercard, American Express, Discover and Diners Club, as well as PayPal, Apple Pay and Google Pay. All prices are shown in US dollars. Please see Payment Methods.
Product care
How do I care for suede?
Protect each new pair with a suede spray before the first wear, brush away dust with a soft suede brush and keep it away from water. Our Product Care guide has the full routine.