Do you take refunds/exchanges?
The short answer: Yes.
We offer free shipping for returns and exchanges on all full-price and first-markdown domestic orders. You must contact us within 14 days of receiving your items in order to make a valid claim for refund. International orders (including Canada), clearance, and sample sale items are final sale. Obviously, we want our customers to be happy with their shoes so please let us know if there are any issues with them upon arrival. If they do not fit, you can exchange them for another pair, though if there are no shoes of that style in a different size we will refund your money. Our shoes are true-to-size (please see size chart on the Care & Sizing page for sizing details). A thicker rug may mean a tighter fit at first, but the shoes do stretch a bit and will mould to the shape of your foot as you wear them. Any additional sizing questions you have, please e-mail us at email@example.com.
If you are returning for a refund, you MUST let us know within 14 days of purchase. Returns and exchanges must be shipped back in 100% unworn, salable condition, including packaging. If not, we reserve the right to deny credit for said return/exchange.
I like your shoes, but I'd prefer to try them on. What are my options?
If you live in NYC or Brooklyn, you can make an appointment at the studio to try the shoes on and see what is in stock and what fits. Please e-mail Tory at firstname.lastname@example.org to schedule one. If you need to order online, you can always exchange for a different size.
You can also order multiple pairs of shoes to try on and we can include a return label if you only intend to keep one. Just let us know when you make your purchase so that we can make sure to include it. We will refund your money for the additional pairs as soon as we receive them.
Do you ship internationally?
Yes we do. All orders, domestic and international, are shipped using UPS and include a tracking confirmation number.
PLEASE NOTE FOR INTERNATIONAL SHIPMENTS (This is important!): The shipping cost you pay on the site is for the shipment only. As in, your country may have you pay for customs fees and tariffs upon receipt of your package. We have no way of knowing what these costs will be and cannot include them in the price of shipping so please be aware that this is an added expense. Asking your local customs office or contacting UPS directly may be able to help you estimate those costs, if any. International orders are FINAL SALE.
The style I wanted is sold out. When will you be getting more?
Sometimes a new batch is on the way and sometimes we can make more shoes from a particular textile. Unfortunately, more often than not when a style sells out, it's really sold out. Because each rug is unique, each shoe made with that rug is as well and when it's gone it's, well, gone. Sometimes we make shoes out of textiles that are a little more common to find and they may pop up again. We have made many special and custom orders though, all you have to do is ask! You can also sign up here to add yourself to our e-mail list to get updates when new styles come in.
Do you do custom orders?
Yes of course! Several of our styles can be replicated again, but we also love to make a special one-off pairs. It's why we got in the business, after all. You can create a custom shoe especially for you, just e-mail us what you have in mind. Custom orders are $50 in addition to the normal retail prices of each style and take 6-10 weeks for production, once the order has been placed and paid for.
Do you sell wholesale?
Yes, we just started doing wholesale for stores. Please e-mail us here for further details about the upcoming seasons.