Shipping Policy
1. Handling time
We ship orders within 1 business day of payment (Monday to Friday, excluding US federal holidays). Orders placed after 2 PM Eastern Time or on a weekend or holiday begin processing the next business day. You will receive an email with tracking as soon as your label is created.
If we cannot ship on time, we will email you before the promised date with a new estimate and give you the choice to cancel for a full, prompt refund.
2. Where we ship
We ship to the United States and to most countries worldwide. We do not ship to countries or regions subject to US sanctions or embargoes, or where the carrier will not deliver. If we cannot ship to your address, checkout will tell you before you pay.
3. Shipping costs and methods
- Shipping costs are calculated at checkout from the carrier's live rate for your address and the parcel's weight and size.
- Free shipping applies to orders of $75 or more (after discounts, before tax) delivered within the contiguous United States (the 48 states and Washington, D.C.), using our standard method.
- US orders usually ship by USPS Ground Advantage or Priority Mail; international orders by DHL Express, which supports duties-paid delivery.
- Delivery times shown at checkout are carrier estimates, not guarantees.
4. International orders, duties and taxes
- For international orders we calculate and collect import duties and taxes at checkout (Delivered Duty Paid), so there should be nothing more to pay when the parcel arrives.
- The amount shown at checkout is our best estimate from the carrier. If a customs authority charges more than we collected, we pay the difference. If it charges less, we are not able to refund the difference unless the carrier refunds it to us.
- If you refuse a delivery, or a parcel is returned because of an incorrect address or failure to collect, we refund the item price once it is back with us, minus the original shipping cost and any duties, taxes and return charges we were charged and could not recover.
- You are responsible for making sure the items you order can legally be imported into your country. Some countries restrict items such as certain animal materials (for example, exotic leathers, fur or ivory trims). If customs seizes or destroys an item for a reason that is not our fault, we cannot refund it.
5. Tracking, delivery and signature
Every order ships with tracking. We may require a signature on orders over $250. Please make sure your address is complete and correct; we are not responsible for parcels delivered to an incorrect address you provided, though we will help you work with the carrier. If you need to change the address, email us before the label is created.
6. Lost, stolen or damaged parcels
- Lost in transit: if tracking has not updated for 7 business days (US) or 15 business days (international), contact us. We will open a claim with the carrier and, once the carrier confirms the parcel is lost, refund you in full or, if you prefer and we have a similar piece, offer it instead.
- Marked delivered but not received: please check with neighbours, your building's mail room and household members, and wait one extra business day, as carriers sometimes mark parcels early. Then contact us within 7 days of the delivery scan. We will file a carrier claim and work with you. Where tracking shows delivery to the correct address with a signature or photo, we may not be able to refund.
- Damaged: keep the packaging and email photos of the parcel and item within 14 days of delivery. Damage in transit is covered under our Returns and Refunds Policy, Section 6.
7. Packaging
We reuse clean packaging where we can. Every parcel is packed to protect the piece; shoes ship in a box.
8. Combined orders
Items bought in one order ship together where possible. If you buy separate orders the same day, email us and we will try to combine them and refund any shipping overpayment.