FAQs, Return Policy, Shipping & Delivery

 

FAQs

When can I expect my order?

  • Allow up to 2 days for your order to process, and from there, refer to the shipping and delivery section for specific time frames after processing.

 

Where do the shoes come from?

  • Some shoes are made in Italy and all others are made in the USA. Check the description of the shoe/product to see where the shoe was made.

 

Who designed the shoes?

  • All custom shoes and custom products in the store were specially designed by the Owner/Artist Jonnie Kae.

 

What type of materials are the shoes made out of?

  • Every shoe made in Italy features pristine, quality leather and suede, sourced and processed in Italy. Custom shoes created in this luxe material makes the end product smooth to the touch, comfortable to wear and visually stunning. There’s a reason Italian leather is an essential resource among the best brands.  

 

How can I close my account?

  • If you're having trouble closing your account through the portal, please contact us through the contact page to close your account.  Let us know that you would like to close your account. 

 

How can I unsubscribe to the mailing list?

  • Contact us through the contact page and let us know that you would like to be removed from the mailing list.  Allow up to 24 hrs for confirmation that you have been removed.

 

Return Policy

All shoes, gear, and goodies are free to return from anywhere in the world.  Please contact us right away through the chat bubble or through the contact messaging box to set up your free return. 

You have the option to receive a full refund, or replace the shoes for free.  Please contact us through the chat bubble or the contact section to set up your return.

Shoes must be in the same packaging it was shipped or your return may be deemed unacceptable.  Before contacting us, make sure to have the following:

  • date of your purchase;
  • shoe name; 
  • purchase amount.

Shipping & Delivery

Free express shipping to USA, UK and Europe, for all custom shoes made in Italy only.  Please allow up to 5-15 business days for your custom shoes to arrive.  Tracking information will be available within 1 to 2 business days via email. 

All other shoes will be charged standard shipping fees per item.  Please allow up to 4-14 business days for your custom (USA) shoes/products to arrive. Check the description of the product you are purchasing to see where your product was made. 

  

COVID-19 Concerns:

Will there be any delays in returns, shipping, or exchanges?

  • For now, no.  There won't be any delays.  If we come across a delay regarding your package, we will contact you right away to make you aware.  But for now, there will not be any delays due to Covid-19.

 

Are packages safe to receive right now?

  • Based upon current information available from the CDC there is no evidence to support transmission of COVID-19 associated with imported goods.  We will continue to monitor information from the CDC to see if there are further developments or changes to this information. To learn more, please visit here.

 

Still can't find the answer to your question? Chat with us  through the chat bubble or send us a message through the contact page.