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FAQs - After Payments

Q: Why was my credit card payment declined? (Only for those who want to pay with credit card)

A: Our payment processor  cannot elaborate on all credit cards. Your payment has probably been deemed too risky by our security system, so please try again with a different credit card.

Q: How long does it take to receive payment confirmation?

A: Normally you will receive confirmation of your payment within 24 hours. Please consider that during weekends and holidays it may take up to 48-72 hours.

Q: I recently made a purchase but have changed my mind. Can I get a refund?

A: Unfortunately we have an automatic system for sending orders to factories which allows us to speed up the order fulfilment process. Therefore in most cases we will not be able to process your cancellation request. Please be sure before making an order.

Q: How long does it take to ship/deliver the order?

A: The shipping time mainly depends on the shipping type you have chosen. As you can see here normally slow shipping takes 14-28 days, fast shipping 5-10 days. Please note that in some circumstances there may be delays and it may take extra days. Please follow your shipment tracking, we are unable to solicit the courier, so please be patient for international shipments.

Q: My tracking has been stopped for several days, can you contact the courier?

A: No, the only person able to contact the customer is you. We have no capacity to intervene after the order has left our hands. Please contact the courier and ask them for information. In most cases, however, it will only be necessary to wait. These are international shipping, please be patient.

Q: I ordered with slow shipping, my package has been standing still for three months. Can I get a refund?

A: Unfortunately, if you have ordered by slow mail, we will not be able to refund you under any circumstances. Slow shipping is very economical and can experience exceptional delays and losses.

If you shop with slow shipping you do so at your own risk and we recommend using slow mail only for cheap shoes or accessories (see the shipping section of our site).

Q: I received one pair of my shoes but the other have not come, are they supposed to be separate?

A: For the safety of your package it is possible that orders will be shipped separately. Please be patient, you will receive all the tracking within the established times.

Q: I bought DHL express shipping. Why did you send me a different courier?

A: Please consider that depending on the country from which you made the purchase, we reserve the right to change courier, for the safety of your package.

Q: I have sent many emails and have not received a reply. How can I contact you?

A: Have you already checked that your question is present in our frequently asked questions? Unfortunately we have a lot of customer service requests and we are unable to answer all of them quickly, so if you send us the same request that you can find in our frequently asked questions, you may not receive an answer.