Contact

Questions about an order, a size, or a pair you're considering? Email us. A member of our team reads every message and replies within 2 business days.

How to reach us

Twelve hours a day on weekdays, so most questions are answered the same day they're asked. Email is the fastest route: it reaches the person who can act on it, and you get the answer in writing. We're online only. The Tysons address at the bottom of this page is where the company is registered, not a store; there's nothing to visit and nowhere to drop off a return.

Getting the size right the first time

Shoes vary more between brands than most people expect, and a wrong size costs more time than any other mistake, so this is the email we most want to get. Send us three things:

1. Your foot length in centimeters, measured standing, heel against a wall, from the wall to the tip of your longest toe. Measure both feet and send the larger.
2. Your foot width, or simply whether you usually need a wide or narrow fit.
3. The size and brand you wear now, and whether it fits well or runs small.

With that, we compare your measurements to the shoe's internal length and width and tell you which size to order, including when a style runs narrow or you should go up half a size. Every product page also carries a size chart with internal lengths in centimeters in US, EU and UK sizes.

Before you order

Cushioning, support and comfort. How firm the footbed is, how much it supports the arch, whether the cushioning holds up through a full shift, and whether the insole is removable so you can use your own. We answer from the specification. What we don't do is make health claims: our shoes are comfortable everyday footwear, not medical devices, and if you've been advised to wear a particular kind of shoe, follow that advice.

Materials and care. What the upper, lining and sole are made of, how a pair handles wet floors and winter salt, and how to keep it in shape.

After you've ordered

Where's my order? Send the order number. Most pairs arrive within 4 to 7 business days; full details in the Shipping Policy. Tracking often shows nothing for the first 24 to 48 hours. If it's been silent for more than five business days, or shows delivered when nothing arrived, we open a trace with the carrier that day. Until the box reaches you, the risk is ours.

They don't fit, or I've changed my mind. Email the order number and the pair before sending anything. We'll send the return address and a reference within one business day. You have 45 days from delivery for unworn pairs, any reason, sale pairs included. Conditions are in our Returns & Comfort Guarantee.

I've worn them and they're not comfortable. That's the Comfort Guarantee: wear them for up to 45 days, and if they aren't right, exchange them once for another size, width or style, with the return shipping on us. Email your order number and tell us what isn't working; we'll suggest an alternative if you're unsure.

Something's wrong with them. A photo of the pair, a photo of the box, and the order number. You choose a replacement or a full refund, and we cover the return shipping.

Can I still cancel? Free until the order ships. Orders often move to fulfillment within hours, so write the moment you change your mind.

Press and partnerships. Same address; we'll route it.

Two habits that get you a same-day reply

Your order number on the first line. It's at the top of your confirmation email and starts with #. Without it we're searching by name and email, which usually costs a day.

A photo for anything visual. Damage, a wrong pair, a question about color or where a strap sits. One image settles what a paragraph can't.

Already answered

Processing and transit times are in the Shipping Policy. The 45-day window, the Comfort Guarantee and refund timing are in our Returns & Comfort Guarantee. Accepted cards and declined payments are in the Payment Policy.

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