Contact Us

We’re here to help!

If you have questions or would just like to give us some feedback, please don’t hesitate to reach out. Please find below our most frequent questions.

  • How do I know the status of my order?

    Generally, your items will be delivered to you between six and ten weeks from the time you place your order. During that time, you will receive emails every two weeks updating you on how your items are being made. You will also get behind the scenes access to our studio, and meet some of the artisans creating your items. If you don’t see the emails in your inbox, please check your spam and promotions tab.
  • What is the return or exchange process?

    We keep it straightforward. Just contact Customer Service with your order number and specify if you want a refund or exchange. Your representative will then send you a prepaid shipping label. All you have to do is schedule a pickup or take the package to a UPS store. Once we receive it, our quality control department will check the item to confirm it is unworn and in perfect condition. Then we will process the exchange, store credit, or refund. Whatever works best for you.

    Please keep in mind that you have 30 days to return a product after it's delivered.
  • What size should I order?

    If you know your Brannock device size (the measurement tool you see in shoe stores), order that size. If you don’t know this size, but have dress shoes from other brands such as Cole Haan, Johnston and Murphy or Allen Edmonds, use that size. For reference, see our size chart. If you need a personalized recommendation, please contact Customer Service.
  • Do you offer wide sizes?

    All of our shoes are made with the standard D width. After research and consideration, we determined this was the best width to start with.

    We would love to be able to offer options for all widths. It’s on our wishlist of things to accomplish as our company grows. Developing a range of lasts and designs to fit all foot sizes is very costly. For a small and relatively young operation such as ours, it is not economically feasible. We understand your frustration and have taken steps to fit our existing sizes to as many feet as possible.

    If you are an E width, going up a half size should work for you (for example if you are a size 9E, order 9.5 with us).

    If you need a personalized recommendation, please contact Customer Service.
  • Why don't you ship internationally?

      As much as we would like to ship internationally, there are two reasons we don't:

    • It's important for us to offer free shipping, exchanges, and returns. We can do this within the contiguous US, but international shipping is too expensive for us to execute at our scale.
    • Every country has different regulations governing taxes and duties when someone buys internationally. We cannot absorb these costs. When we offered international shipping in the past, customers complained about these fees and abandoned their packages.

    • We are always looking for solutions to these issues, and ways to ensure we can offer the same top-tier service worldwide as we offer to our customers in the US. Please let us know if you have any suggestions.