This Policy explains how we process, ship, and deliver footwear orders, and how shipping costs and import charges are treated when an order is returned. It applies to orders placed . Delivery estimates are expressed in business days, excluding weekends and public holidays. Total estimated delivery time is the sum of order processing time and transit time.
Nothing in this Policy limits a right you have under mandatory consumer law, including the EU statutory withdrawal right described in Section 6.
1. Footwear-Specific Information Disclosed Before Dispatch
Footwear is a category where the information shown before and at dispatch determines whether the product is fit for the buyer and whether the offer complies with EU product-safety rules. This section states what accompanies the parcel and what appears in the listing.
1.1 GPSR online offer information (EU sales). For offers directed to EU consumers, Regulation (EU) 2023/988 (GPSR) applies to footwear as a consumer product.Under Article 19, the distance seller must clearly and visibly indicate in the product offer at least: 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, type, and any other identifier; and any warning or safety information that must appear on the product, packaging, or accompanying document, in a language easily understood by consumers.Each footwear listing presents this information at the point of offer, not only in the parcel. Where a warning applies — for example, a small-parts or entanglement warning on children’s footwear — it appears in the listing.
1.2 Footwear labelling and pictogram meaning (EU sales). For footwear sold in the EU, Directive 94/11/EC requires labelling of the materials used in the main components: upper, lining and insole, and outer sole. Where footwear is supplied online, the seller must also ensure that consumers are informed of the meaning of any pictograms shown on the labels.We satisfy this by publishing, in the listing, the material composition for each of the three components together with an explanation of the pictograms used on the label. This is the online equivalent of the label the consumer would see in a physical store, and it is presented before the order is placed, not after delivery.
1.3 Size system and conversion. Every listing states the size system it uses — US, EU, UK, or centimetres — and the conversion we are applying. 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.Where a shoe is known to run narrow, wide, or long, the listing says so.
1.4 What we do not shift to you. If a specification or warning material to your decision is not shown in the listing, contact us before ordering and we will provide the information available to us or tell you that it is unavailable. We are responsible for the accuracy of the specifications and warnings we disclose. We do not exclude or limit liability where footwear is not as described, where a material specification or warning was not disclosed and you could not reasonably have known it, or where the absence of a warning made the product unsafe for its intended use.
2. Order Processing
Processing time: 1—3 business days for all orders.
Processing covers payment verification, stock confirmation, pair matching (left and right, size and width consistency), sole and upper inspection, hardware and closure checks (laces, buckles, zips, hook-and-loop straps), and packing with a shoebox or protective wrap to prevent creasing and scuffing in transit. Processing time runs from the moment the wallet payment is successfully authorised, not from the moment you click “Place Order.”
Payment authorisation is a precondition to processing. An order is pending until the iDEAL or BLIK authorisation is confirmed. A pending order that has not been authorised is not in processing. If a size or colour becomes unavailable after payment is authorised, we will contact you before dispatch and offer a replacement, store credit, or full refund.
3. Delivery Times by Destination
Delivery time depends on the destination. U.S. domestic transit, U.S.-to-EU transit, and transit within the EU’s core and outlying markets differ materially, and we do not apply one window to all orders. The windows below include DDP customs clearance where applicable.
3.1 United States (contiguous 48 states, Alaska, and Hawaii)
| Stage | Time |
|---|---|
| Processing | 1—3 business days |
| Transit | 5—8 business days |
| Total delivery | 6—11 business days from the date of order |
USPS Ground Advantage publishes a 2—5 business day domestic window for the contiguous United States. The 5—8 business day transit range reflects the upper end of that window plus additional time for Alaska, Hawaii, and addresses outside major metropolitan lanes. It does not reflect a non-domestic routing for U.S. orders.
3.2 United States to major EU destinations
France, Germany, Italy, Spain, the Netherlands, Belgium, and comparable markets.
| Stage | Time |
|---|---|
| Processing | 1—3 business days |
| Transit (including DDP clearance) | 7—11 business days |
| Total delivery | 8—14 business days from the date of order |
3.3 United States to other EU destinations
Portugal, Sweden, Greece, Finland, Poland, and comparable markets, including Eastern European member states.
| Stage | Time |
|---|---|
| Processing | 1—3 business days |
| Transit (including DDP clearance) | 9—14 business days |
| Total delivery | 10—17 business days from the date of order |
These windows are estimates, not guaranteed delivery dates. Where we cannot meet a stated estimate, we will notify you and you may cancel the affected order before dispatch, in accordance with Section 5.1 of our Terms of Service.
4. Carriers and Address-Type Routing
We select the carrier and service based on destination, parcel weight and dimensions, and the delivery window applicable to that lane. Carriers we use include USPS, FedEx, DHL, and regional last-mile partners.
Military addresses (APO/FPO/DPO). USPS is the only carrier authorised to deliver to APO, FPO, and DPO addresses. FedEx, UPS, and DHL do not deliver to these locations. An order destined for a military address is routed through USPS where service is available. Transit to APO/FPO/DPO addresses is materially longer than the standard U.S. window. 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 5—8 business day transit range in Section 3.1 does not apply to APO/FPO/DPO routing. If you are ordering to a military address, the standard U.S. estimate is not an accurate representation of when the parcel will arrive.
P.O. boxes. USPS can deliver to P.O. boxes; FedEx, UPS, and DHL generally cannot. If you enter a P.O. box for a lane whose selected carrier cannot deliver to it, we will contact you for a physical address before dispatch.
Carrier changes. We may change the carrier or service where necessary to meet the applicable delivery window or route to a restricted address type, provided the change does not increase the shipping fee you were charged.
5. Shipping Fees and Import Charges
5.1 Shipping fee
| Order value | Shipping fee | Applicable lanes |
|---|---|---|
| Under $150.00 | $6.99 | All lanes |
| $150.00 or more | Free standard shipping | All lanes |
The shipping fee is charged once per order and covers the outbound shipment only. It does not prepay return shipping unless the return is due to our error, as described in Section 6.2. Footwear is shipped in a shoebox or protective wrap; no separate “oversize” or “box” surcharge is applied on top of the stated fee.
5.2 Outbound import duties and VAT: DDP
For the initial shipment to the destinations in Section 3, we absorb applicable import duties, customs fees, and VAT under DDP terms. You will not be asked to pay these charges separately on delivery. If a carrier or customs authority contacts you for additional payment on the initial shipment, contact us before making any payment so we can verify the charge against the DDP arrangement.
5.3 Return cost allocation
DDP coverage applies to the outbound shipment. What happens to duties, VAT, and shipping costs on a return depends on who caused the return and what has actually been incurred.
Return due to our error (defective, damaged, incorrect item, wrong size sent, or fulfilment error): we cover return shipping and refund the item price plus the standard outbound delivery cost. No deduction for the original outbound shipping fee or for import duties/VAT we paid.
Return for a customer reason (wrong size ordered, change of mind, the shoe does not fit, or another reason not attributable to us). Where applicable law permits:
- Return shipping cost: under EU consumer law, the consumer bears the direct cost of returning the goods unless the trader agreed to bear it or failed to inform the consumer that the consumer must bear it. This Policy informs you that return shipping for customer-reason returns is borne by you, except where the return is due to our error.
- **Original outbound shipping fee ($6.99):** where the order qualified for free shipping at the $150.00 threshold and the entire order is returned for a customer reason, the standard $6.99 outbound shipping fee is deducted from the refund.
- Import duties and VAT: whether these can be deducted depends on whether the amount was included in what you paid or was absorbed by us as a cost. Where duties or VAT were included in the amount you paid at checkout, that amount is a payment received from you; on a lawful EU statutory withdrawal, Article 13(1) of Directive 2011/83/EU requires us to reimburse all payments received from you, including the standard outbound delivery cost, and that obligation is not displaced by the commercial return rules in this section. Where duties or VAT were absorbed by us under DDP and did not appear as a separate charge in what you paid, they are a cost we incurred, not a payment received from you; they are not added to the refund, and they are not deducted from it either. For commercial customer-reason returns, non-recoverable import duties or VAT actually incurred may be deducted only where applicable law permits and the amount was disclosed before the return. Recoverability is limited: a non-EU merchant without a VAT registration in the destination country generally has no mechanism to reclaim import VAT, and duty drawback requires an active filing tied to the original import entry. If a recoverable amount is later refunded to us, we will pass it through to you.
Important limit: the deduction does not apply to a lawful statutory withdrawal, to a return caused by our error, or where consumer law requires a full refund including outbound delivery. Nothing in this section reduces a statutory right you have as a consumer.
6. Tracking, Delays, and Risk
6.1 Tracking
When your parcel leaves our facility, we send a shipping confirmation email with a tracking number. Tracking events may take up to 72 hours from that email to appear, because scan data is generated when the parcel enters the carrier’s network rather than at label creation. If no tracking event appears after 72 hours, contact us and we will open a carrier inquiry. A tracking status that has not updated for an extended period is not by itself proof that the parcel is lost; we will treat it as a signal to investigate and will act on the carrier’s confirmed status. For APO/FPO/DPO addresses, a tracking gap does not necessarily mean the parcel is lost.
6.2 Delays outside our control
Delivery estimates may be affected by severe weather, carrier or port disruptions, public holidays, peak-season congestion, customs inspections, or other events outside our reasonable control. A delay does not automatically entitle you to a refund. If we become aware of a delay that will cause an order to exceed the applicable total delivery window in Section 3, we will notify you and, where the delay is expected to be material, offer you the option to cancel the affected order before dispatch.
6.3 Loss and non-delivery
If the carrier confirms that a parcel is lost or cannot be delivered, we will arrange a replacement or refund in accordance with our Returns & Refunds Policy. A parcel is not treated as lost merely because tracking has not updated within a shorter period than the carrier’s own investigation window.
6.4 Risk and address accuracy
Risk of loss or damage passes to you when the parcel is delivered to the address you provided, or to a person at that address who accepts delivery on your behalf. This does not affect your statutory rights where a parcel is lost or damaged before it reaches you. You are responsible for providing a complete and accurate shipping address. If a parcel is returned to us because the address was incomplete or incorrect, we will contact you to arrange redelivery; additional shipping costs for redelivery may be charged, and original shipping fees are not refunded in that scenario.
6.5 Refusal and failed clearance
If you refuse delivery of an order that conforms to the contract, or if a parcel cannot be cleared because the destination customs authority requires documentation you have not provided, the order will be treated as a customer-reason return to the extent the law permits, and the deductions in Section 5.3 may apply.
7. Contact
For questions about shipping, tracking, or delivery:
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