Contact us – Where style meets the street.

We handle inquiries by email and phone. Which channel to use depends on what you need — some issues are resolved faster by email because they require an order reference or a photo, and some are faster by phone. Below is the routing, so you do not have to guess.

Before you write: the fastest route for common questions

Sizing, width, or “will this fit?” If a product page does not show the size system, the conversion, the width, or a measurement you need, email us with the product name or SKU and the specific question. We will check the actual pair and tell you what we can confirm, or tell you that the information is unavailable. We do not expect you to guess your size from a photograph, and we do not treat “you should have checked” as an answer when we did not publish the measurement in the first place.

If you have already ordered and the pair does not fit, the question is whether it has been tried on or worn. A pair tried on indoors on a clean surface, with no creasing at the toe box and no scuffing on the sole, can be returned under the commercial returns process. A pair worn outdoors, creased by prolonged wear, or scuffed on the sole is not in a resaleable condition, and the commercial return standard applies to that distinction. If you are unsure which category your pair falls into, email us with photos before shipping anything back.

Order status or tracking. Check the tracking link in your shipping confirmation email first. Tracking events can take up to 72 hours to appear after that email, because scan data is generated when the parcel enters the carrier’s network. If nothing appears after 72 hours, email us with your order number and we will open a carrier inquiry. For APO/FPO/DPO addresses, a tracking gap does not necessarily mean the parcel is lost — tracking updates can be less frequent once the parcel enters the military postal system.

Payment declined or wallet did not load. Review the amount and currency shown in your banking interface, confirm your account is active and has sufficient funds, and check whether your bank has applied a fraud-prevention hold. If the decline reason is not shown to you, contact your bank — the decline decision is made by the issuer, and the issuer does not always transmit the specific reason to us. If you need to place a new order after a failed authorization, see the Payment Methods Policy for why the original order cannot be resumed.

Return or withdrawal. There are two separate tracks, and the correct channel depends on which one you are using.

If you are an EU/EEA consumer exercising your statutory 14-day withdrawal right, you do not need our pre-approval. Use the electronic withdrawal function on the site, or email us with a clear statement of withdrawal. The 14 days run from the day you receive the goods, and you then have 14 days to send them back. You bear the direct cost of return postage, as disclosed before purchase.

If you are making a commercial return (damaged item, wrong size outside the statutory route, change of mind), email us first for a Return Authorization number — an unauthorised commercial return may be refused or delayed.

Email

[email address]

Use email for: return and withdrawal requests, sizing and specification questions, payment issues that need an order reference, damaged or incorrect item claims, and anything that requires attaching a photo or a screenshot.

Put the order number in the subject line, and state the issue in one line. For example: Order #XX-10482 — size 39 too narrow, return request or Order #XX-10482 — sole separation on left shoe, photos attached. An email without an order number takes longer to route, because we have to search for the order before we can answer.

For a damaged or incorrect item, attach clear photos showing the pair and the packaging. For a sizing issue, photos of the pair on a clean surface and a note of the size you normally wear in each system (US/EU/UK) help us identify whether the issue is the conversion or the last shape. For a payment error, attach a screenshot of the error message and note the date, time, and method selected. These are the details we would ask for on the first reply, so sending them upfront removes one round trip.

Response time: we aim to reply within 24 hours on business days (Mon—Fri, 08:00—17:00 UTC−5). An email sent on Friday evening or over the weekend is treated as received on the next business day; the 24-hour window runs from then, not from the moment you pressed send.

Phone

+1 8597971799 — Mon—Fri, 08:00—17:00 UTC−5.

Use phone for: an order that is in progress and time-sensitive (for example, a dispatch delay you need to confirm before a deadline), a payment that is stuck and you need to know whether it went through, or a question that is faster to ask than to type.

Phone is not the faster route for a return request — we need the order reference and, for damage claims, photos, so email is the correct channel. It is also not the route for a statutory withdrawal, which must be in a form we can record (the electronic function or email), not a verbal statement on a call.

If you reach voicemail outside business hours, leave your order number and a one-line description; we will reply by email on the next business day.

Returns: where to send the parcel

Do not send a return to the sender’s address on the parcel. That address is the outbound shipping origin, not the returns address. A parcel sent there may be refused or delayed.

The return address is provided by our team after the return is authorised (commercial return) or after you notify us of withdrawal (statutory withdrawal). If you have not received a return address, email us before shipping anything.

Keep the tracking number and proof of postage for any return you arrange. If you arranged the return shipping yourself, you are responsible for the parcel until it reaches us.

What we need in a first message

To resolve an inquiry without a second exchange, include:

Order number (format XX-#####), or the email address used at checkout if you do not have the number;
What the issue is, in one sentence;
What outcome you are asking for — a replacement, a refund, a size exchange, a specification, a tracking check;
Supporting evidence where relevant: photos for damage or incorrect items, a screenshot for a payment error, the tracking number for a delivery inquiry, and — for a sizing issue — the size you normally wear in US, EU, and UK systems where you know them.

Company and contact details