Wrong or Damaged Items
My product has a defect or quality issue, what do I do?
Please contact us with your order number and:
- A photo of the top view
- A photo of the side view
- A photo of the back view
- A photo of the outsole
- The batch number, found on the inside of the tongue
We’ll review this with our team and come back to you with the best solution, in some cases that’s a direct replacement, in others we may first ask you to send the original item back using a free return label.
There’s a small gap above the stitching near my sole, is that normal?
Yes, that’s completely normal. The sole is stitched rather than glued above that line, since glue can deteriorate over time. The stitching holds everything firmly in place, so there’s nothing to worry about.
Is it normal for leather to crease?
Yes, creasing across the front and toe box is a natural characteristic of genuine leather, it flexes and bends as you walk. Our Deluxe Cleaning Kit is the best way to keep your leather clean, protected and supple for longer.
My shoes show wear after a few months, is that covered?
Tread wear on the outsole, a flattened heel area or fabric discolouration from regular wear and perspiration are normal signs of use and unfortunately aren’t covered under warranty. Our warranty covers manufacturing defects only, not wear that builds up over time. Our Deluxe Cleaning Kit can help slow this down and keep your pair looking its best for longer.
I received the wrong item, or two items in the same size don’t match, what now?
Please contact our customer service with your order number and clear photos, we’re happy to find a quick solution for you.