Production and manufacturing

What is the standard production time?

The typical production time is about 3–5 weeks. Remember, you are purchasing a made-to-order item; your item is not produced in advance. Instead, every part of it is handcrafted exclusively for you after you submit your order (from start to finish).

Please also bear in mind that some customisation options and artisanal methods (i.e. patina finishing) are more time consuming than others. If you customise your order with these, the standard manufacturing time might be longer.

What happens if an order is delayed?

We will do our best to fulfil all orders within the above production time; however, with our handmade production process, production may be subject to issues beyond our control. Things like stains or breaks that occur while moulding the shoes force us to start the manufacturing process over from the beginning.

In such cases, we promise that we will keep you informed and try to finish manufacturing your order as soon as possible.

In the unlikely event that we are unable to make you a new pair of shoes within a reasonable amount of time (i.e. a certain material is out of stock), we will contact you immediately and offer an exchange or a full refund.

Can I modify or cancel an order that is in production?

Because this is a made-to-order service, we do not allow cancellations or modifications to orders that have been placed and paid for in our system, as they are automatically sent to production after payment.

If you would like to withdraw your order right after it has been placed, please contact us immediately and we will try to stop production without incurring any costs.

Why doesn’t the colour/material of the shoes I received look identical to the one displayed on the 3D designing tool?

We have done our best to illustrate our products on the internet using images that are as true to life as possible, both in terms of colour and finish. However, the colour tones of our products may differ in appearance depending on the screen or monitor used to access our online shop, as well as many other factors. The product images and textures on our interfaces are intended for display purposes only.

Shipping and handling

What countries do you ship to?

We only ship within Switzerland via UPS or Swiss Post.

How long will it take for my delivery to arrive?

Once your order is finished, we usually pack and process each shipment within 48 hours. Your order will be shipped from our factories in Spain. The majority of orders are delivered in about 3 days.

What are the shipping costs?

We apply a single flat fee of 30 CHF per shipment, regardless of how many items are ordered.

Do I have to pay customs duties or import taxes?

No. Any customs duties, import taxes and VAT are already included in our prices.

Payment and invoicing

Which payment methods do you accept?

We accept payments from PayPal and debit/credit cards (visa, mastercard, amex, maestro).

Why was my card declined for payment?

There are many reasons why a transaction could have failed. Please double-check the below info and try again:

- Incorrect card data: please try again, and make sure you enter the information exactly as it’s printed on the card.

- Credit/debit limit: some cards have a daily or monthly transaction limit for security reasons. Please contact your bank or try another card.

- Other issues: using a card issuer that is not supported, country of origin mismatch, address verification failed, etc. Please try again with another card.

Are my card details safe on your website?

Yes, our website is both SSL-certified and PCI-compliant, so your details are always safe in our system.

How do I download my invoice?

You will receive an email with your commercial invoice shortly after placing a new order.

Returns and refunds

Can I return an order because I do not like it or if it doesn’t fit (size exchange)?

We offer a Perfect Fit Guarantee for our shoes. Following an order (after payment), you will automatically receive by mail a trial shoe in your size with a size confirmation form and a pre printed return label (free return). You therefore have the possibility of changing the size of your order prior to production.

For any other custom products (bags, belts and accessories), all are handcrafted and entirely made to order per your request, strictly following your design instructions. Understandably, returns or exchanges of made-to order items are not permitted. By completing the checkout process and placing your order, you agree to our Terms of Service.

Please do not hesitate to contact us at if you have any questions.

Can I return an order because I received a faulty or incorrect item?

If you received an order that does not match your design instructions or it is found to be inherently damaged or defective, you are entitled to return the merchandise and have it repaired or remanufactured free of cost.

You will need to notify us within seven working days of receiving your item. 

Depending on the issue, you might be asked to ship the item back so we can inspect the product at our factory. If we identify a genuine fault/flaw, we will resolve the issue or manufacture a replacement and ship the item back to you at no cost.

If you do not notify us within seven working days of receiving your item, we will assume that you accept it.

Do I have to pay for return shipping costs?

Yes, you will be responsible for covering the shipping costs for returning your item, unless otherwise stated.

If you are shipping an item back, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Support and contact

How can I contact you?

If you have any questions or suggestions, please feel free to contact us via e-mail at

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