Questions & Answers
Sizing & Fit
What is the fit like? Do you offer wide widths or half sizes?
Our shoes are designed to a standard B width. We do not currently offer wide widths or half sizes. If you typically wear a half size or have a wider foot, we generally recommend sizing up. If your foot is narrow, you may consider sizing down. For personalized advice, click here.
What if the style or size I want is sold out?
We produce in limited quantities. If your size is unavailable, we recommend joining the waitlist on the product page to be notified of a restock. You can also contact us to inquire about future availability.
Discounts, Promotions & Price Adjustments
Do you offer any discounts or promo codes?
Joining our Rewards Program is a great way to receive a welcome discount. For access to exclusive promotions and sample sales, we recommend subscribing to our newsletter. Please note that discount codes cannot be combined with other offers like reward points or be applied to sale items.
Can I get a price adjustment if an item goes on sale after I buy it?
We honor price adjustments for full-price items that go on sale within 7 days of your original purchase date. The item must still be in stock in your size. Purchases made with a discount code are not eligible.
Returns, Exchanges & Refunds
What is your return policy?
Items purchased at full price or with a discount code are eligible for return or exchange within a specified period. All final sale items are non-returnable and non-exchangeable. For a refund, returns must be initiated online within 14 days of delivery. For store credit or an exchange, you have 21 days from delivery.
How do I return or exchange an item?
We provide prepaid return labels. A handling fee is deducted from refunds, and original shipping costs are not refunded.
- If you are in the United States, click here to start a return or exchange.
- If you are outside the United States, click here to start a return. (Note: We do not offer exchanges on international orders, and return shipping costs are the customer’s responsibility).
What condition do items need to be in for a return?
All items must be unworn, in original sellable condition, and returned with the undamaged shoebox and all packaging. Returns that show wear or have damaged packaging may be refused or subject to a fee.
How long do refunds take?
Refunds are processed within 10-12 business days after we receive the return at our warehouse.
Shipping & Delivery
How long will my order take to arrive?
All orders are processed within a few business days. Shipping times begin once your order is fulfilled. You will receive tracking information via email. We offer expedited shipping options at checkout, but we cannot guarantee specific delivery dates.
Do you ship internationally? What about taxes and duties?
Yes, we ship worldwide via DHL. Shipping costs and included charges vary by destination. For many countries, including the UK, Australia, and EU nations, all import taxes and duties are included at checkout. For other countries (like Canada), these fees are not included and are the responsibility of the customer upon delivery. You can see a detailed country list and get an estimate by adding items to your bag and entering your address on our website.
What if my package is lost or damaged?
We offer Route package protection on every order. If you did not opt out at checkout, you can file a claim directly with Route for lost, stolen, or damaged packages. We are unable to provide replacements or refunds for lost/damaged goods if this protection was declined.
General Questions
What is a Pre-order or Made-to-Order item?
A Pre-order secures a pair from an upcoming production run. Sizes are limited and will ship later than in-stock items. A Made-to-Order item is produced specifically after you order during a limited time window, so your size won’t sell out. Both can be returned if they don’t work out.
Can I modify or cancel my order after placing it?
Please contact us immediately. We cannot guarantee changes if the order has already entered the fulfillment process. If modification is not possible, you can return the item once received (excluding final sale items).
How do I use my store credit?
Store credit is issued as an e-gift card code via email. Simply enter the code at checkout.
How does the Rewards Program work?
Earn points on purchases. Points can be redeemed for discounts on future full-price orders (minimum order value applies). Points cannot be combined with other promotions or used on sale items. They are not refunded if an order is returned.
Are you able to assist stylists or press?
Yes, we accommodate stylists for pulls. Please reach out for assistance with your project requirements.
I have another question.
Our customer service team is happy to help! Click here to get in touch.