Frequently Asked Questions
CUSTOMIZATION AND REQUESTS
DO YOU CUSTOMIZE?
Yes, we can customize. We accept made-to-order where you can select your materials, colors and design. We can also do a bespoke service where we create a shoe based on the client's specific foot measurements for a custom fit. For customization requests, please get in touch with us directly at firstname.lastname@example.org.
CAN I SEND MY OWN DESIGN?
Yes, you may send your own designs for our customization service. Kindly send us an email of your design at email@example.com and we'll assist you from there.
RESTOCKS AND PRE-ORDER
WHAT IF THE STYLE I WANT IS OUT OF STOCK?
Our footwear are made in small batches and most of the time, we run out of the popular styles and sizes. If the footwear you're looking for is out of stock, please fill-up our pre-order form. We'll notify you immediately when it is back in stock. Note that styles listed as limited may not get a restock – it would be best to order them while they're still available.
CAN I PRE-ORDER A PAIR?
Yes, we can do a pre-order for our footwear. Please fill-up our pre-order form. A pre-ordered pair can take 3-4 weeks to be delivered.
WHAT ARE THE MODES OF PAYMENT AVAILABLE?
We accept Paypal, Mastercard, Visa, Online Banking (BPI & Metrobank), Gcash and Cash-on-delivery (for Metro Manila only)
RETURNS & EXCHANGES
WHAT IS YOUR RETURN & EXCHANGE POLICY?
We offer returns within 14 days of the ship date. Any returns after this period will not be accepted. Once a return request form is submitted, you have 7 days to send it back. Delivery costs for returns & exchanges to be shouldered by the customer. Final Sale items, gift cards, are non-refundable. All returned items must be in their original unworn condition and must include any original packaging, including all tags, cards and shoe box (when applicable).
WHAT IF THE SIZE I ORDERED DOES NOT FIT?
Kindly fill up up our return request form and wait for our staff to assist you – fulfillment can take 1-2 days.
WHAT IF I WANTED TO EXCHANGE FOR A DIFFERENT COLOR/MATERIAL?
Colors and textures of our footwear may appear differently on photos. In case you wish to exchange your pair for another color/material, kindly fill up up our return request form and wait for our staff to assist you. Fulfillment for this can take 1-2 days.
WHAT IF I RECEIVED A PAIR THAT IS DAMAGED?
If you received a package that is damaged or see any type of damage to the footwear, it’s very important to document the date of receipt and condition of the item. We recommend to take photos of the damage and send them to firstname.lastname@example.org with the subject "Damaged Item". It is important that our customers inform us immediately.
SHIPPING, RATES & DELIVERY
WHAT ARE YOUR SHIPPING RATES?
We have our Standard Delivery (P200) and Express Delivery (P250)
HOW LONG DOES THE DELIVERY TAKE?
Our standard delivery can take 1-2 days for Metro Manila and 3-5 days for provincial. Express delivery should take 1 day for Metro Manila and 2-3 Days for Provincial. Some delays can be expected during peak seasons and unfavorable weather conditions.
ERROR IN ADDRESS
The client is responsible for the accuracy of the address information provided. In the event that there is an error in the address and a second shipment is required, the customer will be responsible for the shipping cost that may be incurred.
WHAT COURIER DO YOU WORK WITH?
We work with JRS Express and Mr Speedy as our courier.
HOW DO I FIND OUT IF WHEN NEW STYLES ARE AVAILABLE?
Sign-up for our newsletter and follow us on Facebook and Instagram to stay up to date on all the things we do.
WARRANTY & REPAIRS
WHAT IS THE 365-DAY GUARANTEE?
Our footwear are designed and crafted to be enduring for your everyday use. Take on each step with confidence as we’ll even cover repairs and replace any footwear with defects outside of normal wear a year after your purchase. Just fill-up the repair request form and wait for our staff to assist you.
CAN YOU DO REPAIRS?
Our footwear are built to last. Most of the materials and parts of our shoes can easily be recrafted. For repair requests, kindly fill-up the repair request form or send us an email at email@example.com.