This FAQ answers the questions we receive most often about footwear orders. It summarises, but does not replace, our full policies. Where this FAQ and a full policy differ, the full policy governs. Nothing in this FAQ limits a right you have under mandatory consumer law.
1. Sizing, Width, and What the Listing Must Tell You Before You Order
Q: A product page doesn’t show the size system or a conversion. How do I choose a size?
If the listing does not state which size system it uses — US, EU, UK, or centimetres — and the conversion being applied, contact us before ordering and we will confirm the actual measurement. We do not expect you to guess your size from a photograph. Where a shoe is known to run narrow, wide, or long, the listing says so; a “true to size” label without the underlying system and width is not a statement we make.
For children’s footwear, the listing states the age group (infant, toddler, little kid, big kid) alongside the size, because a US 10 in toddler sizing is not the same foot length as a US 10 in adult sizing.
Q: What does EU law require the listing to show about materials and labels?
For footwear sold to EU consumers, two disclosure rules apply before you order, not after delivery.
Footwear labelling (Directive 94/11/EC). The label must indicate the main material of the upper, lining and insole, and outer sole, by pictogram or written indication. Where footwear is sold online or by mail order — where you cannot inspect the physical label in a shop — the seller must clearly inform you of the meaning of the pictograms used.That is why each listing presents the material composition for the three components together with an explanation of the symbols. A listing that shows the symbols without telling you what they mean does not satisfy this obligation.
GPSR online offer information (Regulation (EU) 2023/988, Article 19). For offers directed to EU consumers, the listing must clearly and visibly indicate the manufacturer’s name, registered trade name or trademark, and postal and electronic address; where the manufacturer is not established in the EU, the responsible person in the EU and their postal and electronic address; product identification including a picture and type; and any warning or safety information that must appear on the product or packaging, in a language easily understood by consumers.Children’s footwear warnings (for example, small-parts or entanglement risks) appear in the listing, not only in the box.
If a listing is missing a material specification or a required warning, that is our error, not a customer-reason return. See Section 4.
Q: What if the shoes don’t fit?
A wrong-size purchase can be returned under the commercial returns process within 14 days of delivery, provided the shoes are in a resaleable condition (Section 3 explains what that means for footwear). You bear the return shipping cost, and the original outbound shipping fee is not refunded.
If you are an EU/EEA consumer, the statutory withdrawal right also applies to a wrong-size purchase. That route is separate from the commercial process, does not require pre-approval, and has its own condition standard (Section 2). You may use either route.
2. Trying Shoes On, Statutory Withdrawal, and Diminished Value
Q: Can I try the shoes on? What counts as “using” them?
For a statutory withdrawal (EU/EEA consumers), the benchmark is what you could have done in a physical shop. You may unbox, inspect, and try the shoes on indoors, over clean socks or hosiery, on a soft or clean surface. The Court of Justice has held that requiring a consumer to pay simply because they examined and tested the goods would impair the effectiveness of the withdrawal right (Messner, C-489/07).Indoor trial is evaluation, not use.
You may be liable for diminished value only where the handling exceeded the shop-floor standard — for example, wearing the shoes outdoors so the soles are scuffed, creased, or stained.The dividing line is evaluation vs use: an indoor trial is evaluation; outdoor wear is use.
If we failed to provide the required withdrawal information, you are not liable for diminished value at all, however the shoes were handled.Article 14(2) of the Consumer Rights Directive makes the consumer liable only for diminished value caused by handling beyond what is necessary, and not at all where the trader failed to provide the withdrawal information.
Q: I lost or damaged the shoe box. Can I still return the shoes?
Under the statutory withdrawal right, a missing or damaged shoe box does not by itself entitle us to refuse the return or to deduct an amount. The box is not the product; diminished value may be considered only if the packaging itself has a separate resale value that its absence or damage genuinely destroyed. We will state the basis for any condition-related reduction in the refund confirmation.
Under commercial returns, a missing box does not automatically disqualify a return, but it may reduce the resale value of the pair, and that reduction is reflected in the condition assessment (Section 3).
Q: Does the hygiene exclusion for “sealed goods” apply to shoes?
No, not in the ordinary case. Article 16(e) of the Consumer Rights Directive excludes the withdrawal right for sealed goods that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery. That exclusion is aimed at products such as opened cosmetics or personal care items. It does not operate as a general “used shoes are non-returnable” rule. Footwear tried on indoors is not, without more, a product that cannot be returned for hygiene reasons. A used-shoe exclusion would need a genuine hygiene or health basis specific to the product, not a blanket commercial standard.
3. Commercial Returns: What “Resaleable” Means for Shoes
Q: What condition must the shoes be in for a commercial return?
For a customer-reason commercial return, the shoes must be in a condition that allows resale as new. We treat a pair as eligible where it has been tried on indoors, on a clean or soft surface, and not worn outside. A pair that has been worn outdoors, creased at the toe box by prolonged wear, scuffed or dirtied on the outsole, stretched by extended use, or altered is not resaleable on this route.
This commercial standard is separate from the statutory standard in Section 2. Do not apply the “resaleable as new” test to a statutory withdrawal; the correct test there is the shop-floor handling standard.
Q: Who pays return shipping, and what is deducted?
Return due to our error (damaged, defective, incorrect item, wrong size sent, or a material specification or required warning we failed to disclose): we cover return shipping and refund the item price plus standard outbound delivery. No deduction.
Customer-reason commercial return: you pay return shipping. The original outbound shipping fee is non-refundable. If the order qualified for free shipping at $150.00** and the **entire order** is returned for a customer reason, the standard **$6.99 outbound fee is deducted. Non-recoverable import duties or VAT actually incurred by us may be deducted only where the law permits; we will state the deduction and its basis in the refund confirmation. No restocking fee is charged.
This deduction does not apply to a lawful EU statutory withdrawal, to a return caused by our error, or where consumer law requires a full refund.
Q: Do I need pre-approval for a return?
Statutory withdrawal (EU/EEA): No. Use the electronic withdrawal function on the site or email a clear statement of withdrawal. The 14 days run from the day you receive the goods; you then have 14 days to send them back.
Commercial return: Yes. Email with your order number and reason; we respond within 24 hours on business days with a Return Authorization number. An unauthorised commercial return may be refused or delayed.
4. Payment: What the Two Wallet Methods Actually Require
Q: Which payment methods can I use?
We accept iDEAL (orders to the Netherlands in EUR) and BLIK (orders to Poland in PLN). No card-number fields are presented, and we do not accept Visa, Mastercard, or other card payments.
Q: When do I see the wallet options — before or after I click “Place Order”?
After. You fill in your shipping information, click “Place Order,” and the system then evaluates your destination country and order currency to determine which of the two local methods applies. The order is created in pending status; it is not accepted for processing until the wallet authorization is confirmed.
Q: What are the authorization steps, and why does BLIK time out so quickly?
iDEAL: you select iDEAL and are offered a bank list or, where supported, a QR code. If you choose a bank, you are redirected to your bank’s online environment to sign in and confirm. If you scan the QR code, you confirm in your banking app. Authorisation always takes place in the banking environment, not on our page.
BLIK: you generate a six-digit code in your banking app. The code is valid for 2 minutes. You enter it on the payment page and must confirm inside the banking app within 60 seconds of the payment starting. If the 60-second window expires, the session times out and you need a new code. The timeout is enforced by the BLIK system, not by us; it is a security feature of the method, not a delay we can extend.
Q: My payment was declined. Can I retry the same order?
In most cases, no — you need to place a new order. A failed or timed-out authorization cannot be resumed on the original order record, because the authentication reference tied to the failed attempt is consumed and a new authorization requires fresh authentication. If a pending amount appears in your banking app, the release timing is controlled by your bank.
This does not affect any right you may have against your bank for an unauthorized or incorrectly executed payment under PSD2.
5. Delivery: Three Lanes, and Why Military Addresses Are Different
Q: How long will delivery take?
Delivery time depends on the destination. We do not apply one window to all orders.
United States (contiguous 48 states): processing 1—3 + transit 5—8 = 6—11 business days from the date of order.
United States to major EU destinations (France, Germany, Italy, Spain, the Netherlands, Belgium, and comparable markets): processing 1—3 + transit 7—11 = 8—14 business days.
United States to other EU destinations (Portugal, Sweden, Greece, Finland, Poland, and comparable markets): processing 1—3 + transit 9—14 = 10—17 business days.
These windows include DDP customs clearance. They are estimates, not guaranteed dates.
Q: I’m shipping to an APO/FPO/DPO military address. Does the U.S. window apply?
No. USPS is the only carrier that can deliver to APO/FPO/DPO addresses. USPS Ground Advantage shipments to certain military destinations may take 45—60 days after shipping to arrive, and tracking updates may be less frequent once the parcel enters the military postal system. The standard U.S. transit window in this FAQ does not apply to military addresses.
Q: Where is my tracking number, and when will it update?
We email a tracking number when the parcel leaves our facility. Tracking events can take up to 72 hours to appear, because scan data is generated when the parcel enters the carrier’s network. If nothing appears after 72 hours, contact us and we will open a carrier inquiry. For APO/FPO/DPO addresses, a tracking gap does not necessarily mean the parcel is lost.
6. Your Privacy: Size Data and Opt-Out Signals
Q: Is my shoe size “health data” or “sensitive data”?
No, not in the ordinary case. A shoe size entered to receive a recommendation, or a width selected to choose a wider last, is a commercial fit parameter, not a health diagnosis. It is not treated as “data concerning health” under GDPR Article 9, as “health information” under the CPRA, or as a “physical or mental health diagnosis” under the Kentucky Consumer Data Protection Act. The same is true of a heel-to-toe measurement you enter into a size tool.
The position changes only if you volunteer a health condition in a customer-service message — for example, that you need extra depth because of a medical issue. We will use that statement only to answer your inquiry and will not store it as a fit profile or use it to infer characteristics about you.
Q: What happens if I send a Global Privacy Control (GPC) signal?
We treat a GPC signal as a valid request to opt out of sale or sharing for the browser or device on which it is sent. Honouring GPC is not optional for a business that shares personal information for advertising purposes, and California regulations effective 1 January 2026 require a business to display a visual indicator confirming that a GPC signal has been recognised and processed.A cookie banner that appears but does not act on the signal is not compliance. We test our GPC handling periodically, because ad-tech and vendor changes can break it without any change to the policy text.
7. Refunds and California / Kentucky Specifics
Q: How long does a refund take to appear?
For statutory withdrawals: we reimburse within 14 days of being informed, subject to the right to withhold until we receive the goods back or you provide evidence of return. For commercial returns: we process after inspection, and the refund can take up to 7 business days to appear after we initiate it. Refunds go to the original payment method (iDEAL or BLIK); we cannot redirect to a different account.
Q: I’m a California customer. Does the 14-day commercial window limit my rights?
If a limited return policy is not disclosed conspicuously before the purchase is completed — on or adjacent to the product listing page and at or before the final payment confirmation step — California Civil Code § 1723 gives the consumer a default right to return the goods for a full refund within 30 days of purchase, on proof of purchase.We maintain the required disclosure at checkout and on the product page, and our commercial windows operate on the basis that the disclosure has been made. If you believe the disclosure was not shown to you, contact us. This is a California statute, not a Kentucky one.
Q: I’m a Kentucky customer. What does the KCDPA give me?
The Kentucky Consumer Data Protection Act (KCDPA), effective 1 January 2026, gives Kentucky residents the right to confirm whether their personal data is processed and to access it; to correct inaccuracies; to delete personal data they provided or that was obtained about them; to obtain a portable copy where feasible; and to opt out of targeted advertising, the sale of personal data, and profiling in furtherance of decisions producing legal or similarly significant effects.The KCDPA does not create a private right of action; enforcement rests with the Kentucky Attorney General. If an earlier version of this FAQ or a related policy stated that the KCDPA lacks a correction right, that statement was incorrect and is corrected here.
8. Still have a question?
FEASTER VERNALCREST COMMERCE LLC
3096 Wellington Way, Lexington, KY 40503, United States
Email: [email protected] (Mon—Fri, 08:00—17:00 UTC−5)
Phone: +1 8597971799
Part number: 1530213