Made-To-Order FAQ
Production & Manufacturing
How long will my order take to be produced?
The usual production time is about 3-6 weeks. Remember that you are purchasing a made-to-order pair of shoes, that is, your pair is not produced in advance, every part of it will be hand-crafted, exclusively for you, after submitting your order. From start (leather hand cutting) to finish (sole stitching).
Also, bear in mind that some customizations and artisan methods (i.e Patina Finishing) are more time consuming than others. If you customize your order with them, we might exceed the standard manufacturing time.
What happens if my order is delayed?
We will do our best to fulfill the above production time for all the orders, however, as a hand-made production process, our production line is subject to issues which are out of our control. Issues like stains or broken pairs while moulding the shoes, forces us to start the manufacturing process from the beginning.
In those cases, we promise to keep you informed, and try to finish the manufacturing as soon as possible.
On the unlikely event of not being able to produce your pair again from the beginning in a reasonable amount of time (i.e. Out of stock of a certain material) we will contact you immediately and offer an exchange or a full refund
Can I make changes to my order?
Since this a made-to-order service, we do not allow to cancel or modify an order which has been placed and paid on our systems, since it will be automatically sent to production right away after the payment.
If you spot any error after submitting an order, please, send an email to our support team as soon as possible, to review your case individually
Can I cancel my order?
Bear in mind that right after you submit the payment, your order is automatically launched to production on the factory. Raw leather is hand-cut during the first 48 hours, and sole unit also starts to be manufactured. Production process continues until the pair is finished after 3-5 weeks.
If you would like to withdraw your order right after it has been placed, please, contact us immediately, and we will try to stop the production without incurring in any costs.
However, if you want to cancel an order that has already started production, you can still do it, however, bear in mind that there is a cancellation fee of 50-100 EUR, to account for used materials and labour work.
You will receive a full refund of the original paid amount, excluding the cancellation fee, including the shipping costs.
Sale items or purchases made with promotion / voucher codes will be refunded with in-store credit only.
Are the colors shown on your website are reliable?
Please note that colours on our website will vary slightly depending how your monitor is calibrated. We do our very best to make sure all our images are true to the actual product you are purchasing but we cannot guarantee a perfect match every time due to almost limitless variations in home monitor set ups.
Also, we work with natural materials (leather hides), each leather hide can vary and accept antiques creams/dyes differently, a slight colour variation may accrue, this is out of our control, we do our best to keep this as consistent as possible.
Shipping & Delivery
Do you deliver to my country?
We ship worldwide using UPS Express Worldwide service. Please, refer to the checkout form for a full-list of available countries
How long for my delivery to arrive?
Once the order is finished we will usually pack and process the shipment in 24-48h. Your pair will be shipped from our factories in Spain.
Transit time depends on your country and postal code. The majority of the orders are delivered in about 3-4 days.
What are the assosiated shipping cost?
The associated shipping cost of an order are calculated and shown during thecheckout, and are based on the volume of the items on the cart and your shipping destination. UPS rates are obtained in real time via API.
You will be advised of the total shipping costs on the checkout page, after entering your shipping information.
Can I track the status of my order?
Yes, you can track your order from My Account, alternatively, we will send you an email with the UPS tracking number of the parcel. You can check shipping status on UPS.com
Do I have to pay for customs duties or import taxes?
Yes, you are responsible for any custom duties and import taxes required but the customs agency of your country. Each country has different regulations regarding taxes and duties.
Returns & Refunds
Return Policy
- Items that are produced Made-to-Order, that is, manufactured strictly based on customer’s specifications and produced exclusively for them, are not be eligible for a return or exchange.
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.
Defective Merchandise
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.
Do you accept return of MTO orders?
All our custom shoes are handcrafted entirely made to order under your request, strictly following your design instructions. Understandably, return or exchange of MTO items is not permitted.