How Can We Help You ?
FREQUENTLY ASKED QUESTIONS
PRODUCT & STOCK
Shoe does not fit ?
Please reach out to us HERE to arrange an exchange or return.
Do you offer wide-sizes ?
Yes, some of our models are available in sizes up to 46. Availability may vary depending on the collection. Please check the product page for specific size options.
What are the materials used in your shoes ?
Our collection is crafted from a selection of high-grade materials, including durable leather, plush suede, and advanced synthetic fabrics — carefully chosen for their exceptional quality and performance.
For detailed information on each shoe’s construction, please refer to the product descriptions on our website.
ORDERS
Can I cancel my order ?
We accept cancellations if requested within 6 hours of placing your order. If your order has already been fulfilled, we won’t be able to cancel it.
Once the item is in transit, you’ll need to wait for delivery and initiate a return after receiving it.
Email HERE to request cancellation
How can I change my order ?
If you ordered the wrong size, or design - please reach out to us HERE
We can not reverse fulfilment once our shipping team have dealt with your order, so if you fail to email our support team in-time, we may not be able to change it for you.
Exchanges & re-delivery
If your package was returned due to an "incomplete address" - you will be charged a re-delivery fee to re-route the package back to your correct location.
If you want to exchange the item you have received, you will have to return the product to our closest warehouse location.
Depending on the cirucmstance, you may not have to pay for the product again, but you will be responsible for your own return costs and are subject to a re-delivery fee.
Will I get charged customs tax ?
In 99% of cases, you will not be charged customs tax.
In the scanario that you are charged - please reach out to our support team HERE
ORDER ISSUES
I haven't received any cofirmation emails ?
You should recieve a confirmation email immediately after purchase.
Please wait five minutes in case there have been server-side deliverability issues.
Please check your junk folder too.
It could be that you have entered your email incorrectly, so just get in touch to double-check and we can change your details accordingly.
I haven't received my tracking information ?
You should recieve your tracking information as soon as your order has been fulfilled.
Orders are fulfilled within 24-48 hours (Monday-Friday)
If you have recieved previous emails from us, then your email isn't the problem - so get in touch with us HERE for further assistance.
If you haven't received any emails from us at all, you should also get in touch to double-check your details are correct.
My tracking information hasn't updated ?
Out tracking platform may take some time to reflect updates on your order, so we advise leaving at least 3 days before seeing fulilment progress.
There may sometimes be delays beyond our control, but if your order has been shipped - it will get to you.
If you have any concerns, you can always contact us HERE for updates.
TECHNICAL
My discount code doesn't work ?
Get in touch with us HERE to let us know the code you are trying to use and we will do our best to assist.
Some promotional codes have set expiry-dates, depending on the promotion received.
Be sure to check your email/SMS for any "limited time" wording.
My card isn't working ?
We accept most credit and debit cards, so there shouldn't be a problem on our end.
Of course, we would advise double-checking your balance and details before reaching out to us.
We also have fraud prevention in place, so if your address details do not match your billing details - this can sometimes flag up on our system.
If you cannot purchase with your card, try purchasging with PayPal if applicable.
For any further assistance, please reach out HERE
It says you don't deliver to my country ?
We ship to Australia, excluding remote areas with a higher risk of delivery failure.
Customer experience is important to us, and we do not want to accept orders that would take too long to arrive.
