FAQ

Product & Fit Questions

What makes natural-movement footwear different from regular shoes?

Three things work together: a wider, foot-shaped toe box that lets your toes spread; a non-elevated heel so your heel and forefoot sit at the same height; and a flexible, low-profile sole that lets your foot bend and sense the ground. Regular shoes typically do the opposite in all three areas.

How do I choose the right size?

Start with our sizing instructions, which walk you through measuring both feet and comparing the result to our size chart. Measure at the end of the day when your feet are slightly fuller, and size to the longer foot. If you are between sizes or have a wider foot, most people prefer the larger size. And if the fit turns out to be wrong, our 60-day return policy covers you with a free return label.

Will my feet hurt during the transition?

Some people feel new muscle activity in the feet and calves during the first one to three weeks, because your feet are doing more work than they have in years. That is a sign of adaptation, not injury. The practical approach: start with a few hours a day, increase gradually, and stretch your calves. If you feel sharp or joint-specific pain, stop and rest — and consult a healthcare professional if it persists.

Are these shoes suitable for flat feet or high arches?

Many customers with both flat feet and high arches wear them comfortably, because the foot is allowed to support itself rather than being held in a fixed position. That said, everyone's situation is different, and our content is educational rather than medical. If you have a diagnosed condition, talk to your healthcare provider before making a significant footwear change.

Do you offer styles for kids?

Yes. We offer shoes, boots, and sandals for little kids and big kids, built on the same foot-shaped, flexible, lightweight principles. Growing feet benefit most from footwear that does not restrict natural development.

Can I remove the insole for more ground feel?

Most closed-toe styles include a removable footbed. Take it out for maximum ground feel, or keep it in for a little extra cushioning. It is entirely a matter of preference.

How do I clean my shoes and sandals?

Hand wash with mild soap and cold or lukewarm water, then air dry away from direct heat and prolonged sunlight. Do not machine wash or machine dry — heat and agitation can break down adhesives and void your warranty.

Are the sandals adjustable?

Yes. Our sandal straps are designed to be adjusted across the instep and around the heel for a custom fit. Fitting guides are available, and our customer service team can help if your straps feel too loose or too tight.

Shipping Questions

Do you ship internationally?

Yes, we ship to most countries worldwide, and shipping is free on every order regardless of destination or order size.

How long will my order take to arrive?

Orders are processed and dispatched within 1-3 business days after payment is confirmed. After dispatch, delivery typically takes 6-12 business days depending on your location. Delivery estimates are given in business days and exclude weekends and public holidays.

Will I have to pay customs duties or import taxes?

No. We cover all customs duties and import taxes. You will not be charged additional fees on delivery and will not receive a surprise invoice from a carrier later.

My tracking number shows no movement. Is something wrong?

Tracking information can take 24-72 hours to show its first scan after dispatch, and international parcels can sit without scans while in transit between sorting facilities. If your tracking has not updated for more than 5 business days, contact us and we will investigate with the carrier.

Can I change my shipping address after ordering?

If your order has not yet been dispatched, contact us as soon as possible and we will update the address. Once a parcel has been handed to the carrier, we can no longer redirect it — but you can use our free return process if the parcel comes back to us.

My order arrived in more than one box. Is that normal?

Occasionally, yes. To get your order to you faster, items may ship separately from different warehouses. You will receive a tracking number for each parcel, and you are never charged extra shipping for split deliveries.

What if my parcel arrives damaged or never arrives?

Contact us with your order number and, if applicable, photos of the packaging and damaged items. We will work with the carrier and arrange a replacement or a full refund at no cost to you.

Returns, Refunds & Exchange Questions

What is your return window?

60 days from the date of delivery. That window is deliberately generous, because natural-movement footwear can take a couple of weeks to feel completely normal.

Do I have to pay for return shipping?

No. We provide a free prepaid return shipping label for all eligible returns. There are no restocking or handling fees.

Can I return shoes I have already worn outside?

Yes, within reason. We want you to genuinely try them. As long as the shoes come back clean and free of damage beyond normal light wear, they are eligible for a full refund.

How long does a refund take?

Once we receive and inspect your return, we process your refund within 5-10 business days to your original payment method. Your bank may take additional time to post it to your statement.

Can I exchange for a different size or color?

Yes. Tell us when you contact us about the return and we will arrange an exchange. In many cases we can ship the replacement as soon as your return is on its way, so you are not waiting twice.

Can I cancel my order?

Yes, as long as it has not yet been dispatched. Contact us as soon as possible. Orders are typically dispatched within 1-3 business days, so the earlier you reach out, the better.

I bought from a marketplace or retail store. Can I return it to you?

No. Items purchased from independent retailers, marketplaces, or other third-party sellers must be returned to the original seller, and they are not covered by our warranty. Contact the seller directly for assistance.

Payment & Promotion Questions

What payment methods do you accept?

We accept major credit and debit cards, plus any additional payment methods shown at checkout. All transactions are processed through encrypted, PCI-compliant payment providers.

What currency am I charged in?

All prices are displayed and charged in USD unless your checkout session states otherwise.

My discount code isn't working. What should I do?

Check that the code has not expired, that your items are eligible, and that the code is not being combined with another offer. Discount codes generally cannot be stacked unless explicitly stated. If it still fails, contact us with the code and we will help.

Can I apply a discount to an order I already placed?

Promotional pricing is not applied retroactively. If your order has not yet been dispatched, contact us — in some cases we can cancel and help you reorder at the promotional price.

Is my payment information secure?

Yes. Payment details are handled by certified, PCI-compliant payment processors using industry-standard SSL encryption. We do not store your full card number, expiration date, or security code on our servers.

Warranty Questions

What does the sole warranty cover?

If the outsole wears down beyond the wear threshold specified in our warranty terms, we provide a 60% discount on a new pair of the same style at full retail price. It applies to our proprietary rubber outsoles and co-branded performance outsoles.

What does the manufacturer's warranty cover?

Manufacturing defects in materials or workmanship within the warranty period from the date of purchase, such as sole delamination, seam failures, defective hardware, or adhesive failures not caused by misuse. Approved claims receive store credit for the original purchase price or a replacement.

How do I submit a warranty claim?

Contact us with your order number, the email used at checkout, clear photos of the issue, and a photo of the manufacturing tag for closed-toe styles or the full sandal for sandals. We review your claim and email you the outcome and next steps.

Do I need to send my shoes back?

Not always. Please keep your footwear throughout the process, because you must be able to provide photographic proof of possession. Depending on the claim, we may ask for additional photos or request that the item be returned to us.

Is the warranty transferable?

No. The warranty is valid only for the original purchaser and applies only to purchases made through our official store.

What voids the warranty?

Third-party purchases, machine washing and drying, misuse or improper storage, unauthorized repairs or alterations, accidental damage, and normal wear and tear are not covered.

Orders & Account Questions

How do I track my order?

Use the tracking number in your dispatch email. If you cannot find it, contact us and we will resend it.

I received the wrong item or size. What now?

Contact us within 14 days of delivery with your order number and a photo. We will cover return shipping and send the correct item as quickly as possible.

How do I unsubscribe from marketing emails?

Use the unsubscribe link at the bottom of any promotional email, or contact us through our Contact page and we will remove you from the list. Order and shipping notifications are separate and continue as needed for active orders.

How do I contact customer service?

Visit our Contact page and submit your message with your order number where relevant. We aim to respond within 24-48 hours on business days.