FAQ

How do I know what size to order?

-Nike size chart is respected for most styles and displayed for EU and US. For the conversion EU to US, we use "Youth" sizes from 36 to 39 included and "Men" sizes above.

Do you accept returns or exchanges?

-All products in our webshop are made to order. Because the product is made specially for you, we cannot accept returns or exchanges when there are no production faults. Please feel free to contact us with any questions you have before ordering. We are happy to discuss any queries.

Do you work ethically/environmentally friendly? // what can you tell me about the materials you use? // which materials do you use? // do you use natural/environmentally friendly materials?

A: Our social and environmental goals are ever evolving, we make use of the highest ethical solutions that lie within our current means. We use exclusively recycled and vegetable tanned leather, and use as little chemical-heavy products as possible. You can read about all our materials in our material libaray [here].

Where do your items ship from?

-All our items are made in and ship from our studio in Amsterdam, the Netherlands.

How much do you charge for shipping?

-Shipping cost may vary depending on your order and country and will be calculated and added at checkout.

To which countries do you provide shipping?

-We provide worldwide shipping.

Can I track my international order?

-Yes. You will receive a track and trace code when your package is shipped.

When will my order ship?

-All products in our webshop are made to order, delivery date will be confirmed once we receive your order, customs will be confirmed once we receive your shoes in our studio. Due to the popularity of our product, an order will take 4-8 weeks to complete. (Unless stated differently in the product description. The Wavy Pigeon will take 2 to 4 weeks to ship.)

I need my new shoes fast. Can I place a rush order?

-At this moment, we cannot guarantee rush orders. If you have a special request, please feel free to contact us and we’ll do our best to work out a satisfactory solution.

Can I cancel my order?

-Because are products are made to order, we cannot provide a 100% money-back-guarantee. If you want to discuss your order, please feel free to contact us and we’ll do our best to work out a satisfactory solution.

Can I send you a pair of shoes to customize that I already own?

-Yes. We call this a custom order and you can find more information [here].

What type of shoes can I send in for a customization?

We mainly customize sneakers, but we can customize all shoes. We challenge you to find pair of shoes we can not customize!

Why do my custom shoes feel different than the original model?

-After the customization, the shoe will feel different on your feet, an air filled sole has much more bounce than a rubber or leather and cork sole. Over time, the soles will become more supple. If you are not used to walking on leather soles, it will take some time to get used to.

What is the name of the dog I have seen on your Instagram stories?

-His name is Bear.

Why do my left and right shoe look slightly different from each other?

-All our shoes are asymmetrical. We have an asymmetrical sole, which you will find on all our shoes.

Why is the natural leather in my shoes changing color?

-We call this process the “aging of leather”, the leather will develop a patina. Over time, the natural leather on your shoes will gradually change from beige to a beautiful, rich brown. This process is normal and nothing to be concerned about.

How do I take care of my shoes?

-There are a couple of do’s and don’ts to make your shoes last as long as possible. You can find care instructions [here].

I can't find my question! How can I contact you?

-Please don't hesitate to get in contact. We love talking shoes! You can send us a message on [Instagram], use the contact form on our website [here], or send us an email at [info@petersonstoop.com].