Talk to a person about your order

What we can help with

Anything to do with an order placed on this website: where it is, changing the shipping address before it leaves us, swapping a size, arranging a return, chasing a refund, or fixing something that arrived damaged. We can also answer questions about the product itself, and handle requests about privacy, advertising disclosure or the terms that govern this site.

Returns and exchanges

You have 30 days from delivery to decide. Email us with your order number and whether you want an exchange or a refund, and we will send return instructions the same or next business day. Shoes need to come back in returnable condition — worn indoors and out is expected and fine; a month of trail mud is not. Refunds go back to the original payment method once the parcel reaches us.

Exchanges for a different size or width in the same style are the quickest path: tell us the size you want and we will reserve it while your return is in transit, so you are not waiting on stock twice.

Sizing questions

Ask before you order rather than after — it saves everyone a shipping leg. The most useful thing you can send us is a measurement: stand on a sheet of paper, mark the back of your heel and the tip of your longest toe, and measure the distance in centimetres. Tell us that number and whether your current shoes pinch across the ball of your foot, and we will tell you which size and width to take.

What we cannot do

We cannot give medical, podiatric or health advice, and we cannot tell you whether a shoe is suitable for a diagnosed condition — that is a question for your clinician. We cannot access accounts, orders or refunds for products bought elsewhere, including from marketplaces that list similar shoes. And we cannot make an exception to the 30-day window for a return that falls well outside it, though it is always worth asking if something has gone wrong with the product itself.

Response times

We answer within one to two business days, usually the same day if you write in the morning Eastern time. Enquiries that need us to check a warehouse count or trace a carrier scan can take a little longer, because we would rather give you a real answer than a holding one.

Last updated: August 28, 2026