Refund policy

Our products are made to order, meaning that we produce them for you, as you submit your order, according to your requested colour, heel height, and other options if any. Therefore, we cannot offer you a refund or exchange.

In case there is a wrong item delivery please contact us as soon as you receive the item in order us to help you with the situation.

If you changed your mind

Please cancel your order in the first 12 hours following submission, to be eligible for a refund. After 12 hours, we will start the production and will not be able to cancel your order.

If the shoe does not fit as needed

If the shoes are too tight we would be happy to stretch or re-last the shoes for you but you will be responsible for paying for the return and re-send shipping fees along with customs/import duties.  If you experience heel slippage, we recommend trying tongue pads and heel grips. 
In the rare event that goods are produced faulty, please contact us and we will do our best to solve the problem with you.

Other cases

We stress that any shoes ordered and not canceled within 12 hours of purchase cannot be returned.

In the occasional cases where refunds or only partial refunds are granted, the items should be in its original condition, undamaged, and should be delivered to the postal service no more than 30 days after the customer receives the package.

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 refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, please 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 took all the steps mentioned above and you still did not receive your refund yet, please contact us at [email protected]

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to the address that will be provided to you by e-mail.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be e-mailed to you.

If the item wasn’t marked as a gift when purchased, or the one who gifted had the order shipped to themselves to offer you later, we will send a refund to the person who bought the gift.

Shipping

Please contact us through [email protected] and we will send you the return address for the item. You will be responsible for paying the shipping costs for the returned item.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over 75GBP, you should consider using a trackable shipping service or purchasing shipping insurance.