Frequently asked questions

Because we confirm stock and the full landed cost before anyone is charged. You build a cart, send it as a request, and we reply with what is in stock, the itemised total including shipping and any duty, and a secure payment link. It is one extra step and it prevents the two things shoppers hate most: being charged for something out of stock, and a customs bill nobody mentioned.

There is no card form on this website at all, so there is nothing here to steal. Payment happens on our payment provider's own secure page, and we only ever see the last four digits and the authorisation result. We will never ask you for card details by email.

Handling is 1-2 business days after payment. Transit is 4-8 business days inside the United States and 10-18 for the UK and EU. Full table on the shipping policy.

Not on United States deliveries — the total you approve is the total you pay. Outside the United States, duty or VAT may apply; where we can calculate it we itemise and prepay it, and where we cannot we tell you in writing before you pay.

You have 30 days from delivery. Tell us, we send a return authorisation and the right address, and we reserve your replacement size as soon as your return gets its first tracking scan. There is no restocking fee. Return postage on a change of mind is yours; if the error was ours, it is on us.

In partner factories in China, to our specification. We say so plainly on the How we work page. We are a retailer, not a manufacturer.

For a lot of people, yes — but it is a transition, not a switch. Expect a few weeks of shorter wear while your feet adapt. If you have a diagnosed foot condition, ask a clinician first. We do not make medical claims about our products.

No. We operate online only, which is why the order desk is staffed by people and why our contact details are on the site rather than buried in a help centre.