Customer Service Policy

We're Here to Help

Your satisfaction is our top priority. Our customer service team is dedicated to providing prompt, friendly, and genuinely helpful support for every question — from "what size should I order?" to "my parcel hasn't moved in four days."

How to Contact Us

Please reach us through our Contact page. Include your order number where relevant, and we'll be able to help you considerably faster.

Response Time

• We aim to respond to all inquiries within 24-48 hours during business days
• Inquiries received on weekends or public holidays are answered on the next business day
• If your matter is urgent, please say so in your message and we will prioritize it

What We Can Help With

Orders and Delivery

• Order status and tracking
• Address corrections before dispatch
• Damaged, missing, or incorrect items
• Delivery questions for international destinations

Product Guidance

• Help choosing between styles and activities
• Sizing and fit advice, including width and toe box considerations
• Guidance for your first transition into natural-movement footwear
• Care, cleaning, and maintenance recommendations

After the Sale

• Returns, refunds, and exchanges
• Warranty claims and eligibility questions
• Discount codes and promotional pricing questions
• Account, subscription, and marketing preference management

Order Modifications & Cancellation

Before Shipping

If you need to change your size, color, shipping address, or cancel your order, contact us as soon as possible. We'll do everything we can to accommodate the change before your order reaches the carrier.

After Shipping

Once a parcel has been dispatched, we can no longer change its contents or destination. You're welcome to use our standard return and exchange process once it arrives — with a free return label, at no cost to you.

Our Service Standards

What You Can Expect From Us

• Honest answers — including when the honest answer is that a different style would suit you better
• Clear communication — no vague responses, no passing you between departments
• Fair solutions — if something went wrong on our side, we will make it right
• Respect for your time — we aim to resolve most issues in a single exchange

What We Ask in Return

• Your order number, whenever your question relates to a purchase
• A photo, when the issue is about a product defect or shipping damage
• A little patience during peak periods — we promise we're working through the queue

Feedback & Complaints

We Take Complaints Seriously

If you are dissatisfied with our products or service, please tell us. We will investigate your concern thoroughly and work to resolve it to your satisfaction.

How We Handle Complaints

1. Acknowledgment — we confirm receipt of your complaint and assign it an owner
2. Investigation — we review your order history, photos, and any relevant carrier records
3. Resolution — we propose a concrete remedy: replacement, refund, store credit, or another fair outcome
4. Follow-up — we check that the resolution actually worked for you

Unresolved Concerns

If you feel your complaint has not been resolved, you may request that it be escalated for review by a senior member of our team.

Our Promise to You

Every interaction with our team is guided by a simple standard: treat you the way we'd want to be treated, and never make you work harder than necessary to get a fair outcome.