Frequently asked questions

Deliveries

What are your holiday order deadlines?


Take note of our cut-off dates to get your orders in time for the holidays.

  • Products shipping to Canada order by: December 3rd
  • Products shipping to US order by: December 8th
  • Products shipping Internationally order by: November 26




When will I get my order?


It takes 2-12 business days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows: 14-24 business days *Please note that COVID-19 has caused shipping to be delayed. We are doing our best to get your packages out on time. Thank you for your patience.




Where will my order ship from?


We work with quality on-demand fulfillment companies with facilities worldwide!




Will I be charged customs for my order?


An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.




My order should be here by now, but I still don't have it. What should I do?


Before getting in touch with us, please help us out by doing the following:

  • Check your shipping confirmation email for any mistakes in the delivery address
  • Ask your local post office if they have your package
  • Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us here with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but
shipping will be at your own cost.




I placed an order for multiple items, but I didn't receive all the products I had ordered. What should I do?


Please note, that when you place a multi-item order from different categories your items may arrive seperately depending on where your products are being manufactured. We recommend that you check your email for updates, as we do our best to send email notifications every step of the way, from payment processing to fulfillment and shipping. If you have any concerns please reach out to us with your order no.





Orders

How are your products made?


We work with a print-on-demand apparel supplier and footwear manufacture based in Italy. They have locations worldwide, so depending on where you are, your orders are made and shipped from the facility that can do it most efficiently!




How do I track my order?


You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line here.




I received a wrong/damaged product, what should I do?


We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you
quickly, please fill out a customer support ticket here within a weeks' time with photos of the
damaged product, your order number, and any other details you may have about your order.
We’ll get back to you with a resolution as soon as possible!




What payment methods do you accept?


Purchases can be made using PayPal secure checkout with your PayPal account or the following cards: Visa, MasterCard, Debit, and American Express.





Returns

What’s your return policy?


We do not offer returns and exchanges for buyers remorse or on gifts that were purchased from our store. However, if there’s something wrong with your order, please let us know by contacting us here. All footwear is subject to a 30 day return policy. Shoes must be sent back to us within 30 days after receiving the package in pristine, unworn condition, in it's original packaging to qualify for a refund.




Do you offer refunds?


Refunds are only offered to customers that receive the wrong or damaged items. If any of these apply, please contact us here with photos of wrong/damaged items and we’ll sort that out for you.




Can I exchange an item for a different size/color?


At this time, we do not offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know by filling out a customer support ticket here within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!





Footwear

How long does it take to produce?


Our shoes are produced within 6-12 business days, then shipped to the customer.




Where are the shoes made?


Our shoes are made in Italy.




What materials are used to make your shoes?


All shoes are created using pristine Italian leather or suede, and in some cases organic canvas. We also use special materials, prints, limited edition textiles, cruelty free vegan leathers for seasonal collections.




What size range do you carry?


We provide US (6-13.5) standard sizes. Extended sizes up to US (17.5) are available for an additional charge.




How are shoes shipped?


Our shoes are shipped internationally via UPS, DHL and FedEx. Deliveries take between 5 to10 business days, depending on your city and country.




What if I don't like my shoes or the size is incorrect?


We have a 100% satisfaction guarantee and free-returns policy on most footwear (except certain styles). That means you will receive a full refund if not completely satisfied with your order. Shoes must be sent back to us within 30 days after receiving the package in pristine, unworn condition to qualify for a refund. Contact Us to request a refund and confirm the shipping address. A delivery company will then collect your package with no hassle or cost to you. *Be sure to check the return policy on the product page to see if the item you're purchasing qualifies for a return.





Covid-19

When will I get my order?


Our fulfillment times may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges. It's difficult to predict the shipping times. You can check out our estimated delivery times on the product page. *At this time, we're still experiencing minor shipping delays for International orders. Please contact us if you have any questions related to your order here