HOW DO I CARE FOR MY SHOES?
A damp, soapy cloth can be used to clean your fabric shoes. If you notice any spots or dirt on them, it's best to clean your shoes right away.
We recommend not wearing your shoes in the rain, especially if they have leather soles.
Leather uppers should be cared for with a leather conditioner.
CAN I EXCHANGE MY SHOES FOR A DIFFERENT SIZE?
Any regular stock item can be exchanged. This does mean that custom items or items from The Root Seller are not eligible for exchange (or returns). We offer free one-time exchanges for fit on all orders in the US. You have 30 days from the shipping date to complete an exchange. You can start your exchange process here.
WHAT IS YOUR RETURN POLICY?
Unworn, in stock shoes can be returned for a refund with an $7 shipping fee (US orders only). Original shipping fees are nonrefundable. You have 30 days from the shipping date to complete a return. Any custom items or items from The Root Seller are not eligible for return.
You can start your return process here.
I EMAILED CUSTOMER SUPPORT. WHEN WILL I GET A RESPONSE?
We do everything within our power to answer your questions within 24 hours, Monday through Friday. We do not have a support team available on weekends, because we respect our time with our family and friends (and also to just plain rest!).
Yes, we do ship internationally, with the exception of Europe and select package types to other countries (it has to do with how big boxes are, etc). All orders are shipped via USPS First Class Package or UPS. We do not pay for duties and taxes, so you are responsible for any incurred fees when you receive your shoes.
Your shipping cost is automatically calculated at checkout.
International orders are able to be returned or exchanged at your expense.
If you have questions about sizing, we'll be glad to help you the best we can. Please email us at email@example.com
WHAT HAPPENS IF MY PACKAGE IS LOST?
We are not responsible for lost packages, unfortunately. If you opted for Route Package Protection, you must contact them within 30 days of your shipping date for a replacement. We will do our best to work with the shipping carrier to locate your package, but once it leaves our hands, we are not responsible for replacing it.
HOW LONG WILL IT TAKE ME TO GET MY ORDER?
Packages are shipped within a few days. We do not send shipments every day since we are a small business, so we appreciate your patience! If this is an order that's needed in a certain time frame, please reach out to us and let us know and we'll do our best to accommodate. If your order includes a preorder item, then it will obviously take longer.
If there is an issue with your order, we will contact you in a timely manner.
We ship via USPS in the US, so you'll normally get your package within ten days of your order (though typically faster than that!). Shipments to Canada can take two weeks, as we ship via First Class International. Other destinations, just know we try to get them to you as soon as possible. You will be notified when your package ships, along with the tracking number, so you can constantly hit refresh on usps.com to see if your package has made it closer (it's ok to be obsessive, we understand).
If a preorder item was ordered, please refer to the information found above!