All our custom shoes are handcrafted entirely Made-to-Order under your request, strictly following your design instructions. Understandably, free return or exchange of MTO items is not permitted. General Return & Refund information:
Your shoes don’t fit? Don’t worry, you can return the item (unused, new condition) within 7 days of delivery, and we will manufacture a replacement on the appropriate size free of cost. However, orders with specific customization requests are excluded from this policy (see “Size Exchange / Return Excluded Items” section below)
If your MTO order arrives and it is not right, we will fix it, we promise. We will manufacture a replacement or issue a refund.
Send an email to firstname.lastname@example.org and our staff will guide you through the Return Procedure
When trying shoes for the first time we recommend wearing them on a carpeted area to ensure fit and comfort. Please be sure your shoes fit properly and that you are completely satisfied before wearing them for normal use.
Please, do not ship back any item without requesting the appropriate RMA authorization code in the first place. Send us an email (email@example.com) to start the returning process. Delivery of unauthorized merchandise will be rejected.
Return or Exchange of MTO items / Right of Withdrawal
Right of withdrawal does not apply to goods or products that are made to order and/or clearly personalised. All the products that are handcrafted made to order under your request (MTO) and produced strictly following your design instructions, are not eligible for return or exchange, unless otherwise stated.
Los productos personalizados o hechos a medida, según la Ley 3/2014 de 27 de marzo (artículo 103) que modifica la LOCM art. 45 el Derecho de Desistimiento y Devolución del Consumidor no será aplicable en este caso.
Size Exchange of MTO Orders
Your custom shoes don’t fit? You can return any new, unused and unaltered pair of shoes within 7 days of delivery. We will manufacture a new replacement free of cost on the new size. New size should be, at least, one full size above or below the original size (no half sizes). To be eligible for a size exchange, your item must be unused and in the same exact condition that you received it. Specifically, no visible wear on the upper or sole of the shoe. It must also be in the original packaging. Bear in mind that you will be responsible for the returning shipping costs to our warehouse.
Size Exchange / Return Excluded Items
The following items are excluded from the standard return / exchange policies, and therefore can not be returned or exchanged due to fitting issues or any other circumstances.
Orders that use any kind of exotic leather.
Orders that are engraved / embroidered with initials or any other type of special customization.
When purchasing items like the ones above, make sure the size you request is the appropriate, and the design specifications are correct. No cancellation, modification, return or exchange can be done on these orders
If you receive a product that is faulty in any way or that does not match your design instructions, you will need to notify us within 7 working days of receiving the goods.
Depending on the issue, you might be asked to ship back the item, so we can inspect the product at our factory. If we perceive to be a genuine fault/flaw, we will amend the issue or manufacture a replacement, and ship the item back to you at no cost. Alternatively, you can also return any defective merchandise and ask for a full refund.
If you do not report to us within the next 7 days of receiving your item, we will assume that you accept the goods.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return / refund. If your return is approved, then your refund will be processed automatically if aplicable.
Based on the item and the reason of the return, the amount will be refunded to the original method of payment, within a certain amount of days, or we will issue an in-store credit voucher. Shipping costs are non-refundable
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Sale items (or purchases paid fully or partially with credit/coupon codes) cannot be refunded, instead, you will be refunded with in-store credit (voucher coupon)
How do I make a return? (if applicable)
You must contact us first at (email@example.com) and we will then provide you with instructions. All products must be shipped back unworn and in the exact same conditions. The returned items will be inspected to see if you qualify for a return.
Returned merchandise that does not meet our return requirements will not be refunded nor shipped back. You will be able to collect rejected merchandise from our warehouse for the next 15 days after receiving our rejection email.