Frequently Asked Questions

The questions below cover most of what customers ask about ordering, delivery, returns and the repair work we do at the counter. If yours is not here, write to us and we will answer it.

Orders and Payment

What payment methods do you accept? PayPal, debit cards and credit cards, covering Visa, Mastercard, American Express and Discover. Everything runs through the PayPal gateway, and you do not need a PayPal account to pay by card. Our Payment Methods has the detail.

Is my payment information safe? Card details are entered on PayPal encrypted systems. We never see or store your card number, expiry date or security code.

When am I charged? Once, in full, when you place the order. Nothing is dispatched until the payment is confirmed, and there are no recurring charges of any kind.

Can I cancel or change my order? Yes, within 24 hours and before dispatch, and you do not need to give a reason. Past that window, ask anyway. If it has not left the shop we will still cancel it. See our Cancel & Change Order Policy.

Do you charge sales tax? Sales tax is calculated at checkout where applicable and shown before you confirm payment.

Shipping and Delivery

Where do you ship? Within the United States. We cannot deliver to P.O. boxes, APO or FPO addresses, United States territories outside the fifty states and the District of Columbia, or any address abroad.

How much is shipping? A flat $4.95 per order, whatever it contains and whatever it weighs. No surcharges are added at any stage.

How long will my order take? Processing takes 1 to 3 business days and delivery a further 5 to 7 business days, so 6 to 10 business days in total. Orders placed after 12:00 PM EST start processing on the next business day.

Which carrier will bring it? USPS, UPS or FedEx, chosen by destination and parcel size. If one carrier serves your address badly, tell us and we will route around it where we can.

Will I get a tracking number? Yes, by email as soon as the parcel leaves us. It can take up to 24 hours to become active on the carrier system. Our Order Tracking page shows the current status at any time.

Tracking says delivered but nothing arrived. Check the porch, the mailroom and with anyone else at the address first, since carriers do leave parcels in safe places and sometimes scan a day early. If it has not surfaced, write to us. We open the carrier trace ourselves and replace or refund a confirmed loss.

Products and Sizing

What do you sell online? Men’s leather dress shoes. That is the whole of our online range.

How do I choose a size? Sizing information appears with each listing. If you are between sizes, or trying a style you have not worn before, email us with the size and model you currently wear and we will point you in the right direction.

Can I try them on at home? Yes. Wear them indoors on carpet for as long as you need to decide. What we cannot take back is a sole that has been outdoors, because it can no longer be sold as new.

Can these shoes be resoled later? It depends on how the sole is attached. Send us the model you are considering and we can explain how it is constructed and what a future repair would involve. That is the same question we ask before adding anything to the store.

Do you restock sold-out items? Sometimes, though not always in the same sizes. Ask us about a specific item and we will tell you what we expect rather than guess at it.

Returns and Refunds

What is your return window? 30 days from delivery, for shoes that are unworn, in the original box and with tags attached.

Do I have to explain why I am returning something? No. A reason helps us decide what to stock next, but you do not have to justify the return to us.

Who pays for return shipping? We do, on every return. We email you a prepaid label, and a QR code instead if printing is a problem. Returning an item costs you nothing.

Is there a restocking fee? No. There is no restocking fee and no processing fee, on any item, for any reason.

How long does a refund take? The full timing, including how long your bank takes to post it, is set out on our Return & Refund Policy.

Can I exchange for a different size? Yes, within 30 days and subject to stock. Returning and reordering is usually faster, and both movements are free to you either way.

Something arrived damaged. What now? Email us within 7 days of delivery with your order number and a photograph of the shoe and the outer box. We prioritize these and resolve them with a replacement or a full refund including the original shipping charge. In most cases you do not need to send anything back.

What cannot be returned? Final sale and clearance items, worn or altered items, gift cards and promotional free items. If your situation falls just outside one of these, write to us anyway.

In-Store Repair Services

What repairs do you handle? Sole and heel replacement, stitching and structural work, zipper replacement on boots, bags and luggage, leather cleaning and conditioning, shoe shining, equestrian boot work and watch strap fitting.

Do I need an appointment? No. Drop-offs and estimates are taken during the hours listed below.

How long does a repair take? Some jobs are finished the same day and others take a week. We give you a timeframe when you drop the item off.

What does a repair cost? It depends on the work involved. Bring the item in and we will quote before we start anything.

Can I mail an item in for repair? Repairs are taken in person at the counter. Online orders and in-store repairs are handled separately, so a repair cannot be arranged through the website.

Still Have a Question

Anything this page does not cover, send it over. Questions about a specific pair or a specific repair are the ones we most enjoy answering.

Thank you for reading. If anything here is unclear, write to us and we will explain it.